What consciousness should we have to do a good job in characteristic service?

The hotel consciousness that waiters should have mainly refers to the views, feelings, opinions or reflections of guests on the level and quality of hotel software services, as well as the objective requirements of the hotel itself and industry rules.

Generally, it includes service awareness, obedience awareness, legal awareness, post awareness, team awareness, crisis awareness, ownership awareness, customer awareness, commodity awareness, rules and standards awareness, safety awareness, market awareness, efficiency awareness, confidentiality awareness, brand awareness, employee awareness and so on.

1, service consciousness

Service consciousness refers to an idea and desire to do a good job of service consciously and actively. It comes from the waiter's heart, and it is also the most important hotel consciousness of hotel service personnel. So, how to establish a strong and enhanced sense of service?

First of all, we should establish a correct service concept and recognize the significance of service work and its role in the development of tourism; Secondly, if you love your job, you have a sense of corporate responsibility, subjective desire and initiative to do a good job; Third, respect and understand the guests, be considerate and polite; Fourth, constantly "recharge" and learn and master service knowledge and business skills.

2. Obey consciousness

For a very special hotel service industry, the sense of obedience is mainly manifested in the employees and superiors within the enterprise, between departments, and between the enterprise and the external public, which is determined by the particularity of the hotel service industry and the actual situation of the post department.

In the hotel service industry, obedience consciousness is embodied in the following three aspects: subordinates obey superiors; The second-line department obeys the first-line department, and the first-line department obeys the guests; The kitchen obeys the dining room, and the dining room obeys the guests.

3. Legal awareness

The laws and regulations concerning the hotel service industry include People's Republic of China (PRC) Tourist Hotel Management Regulations, Food Hygiene Law, Consumer Rights Protection Law, Contract Law, Public Security Management Regulations, tourism professionals Management Regulations, Fire Prevention Law, Civil Procedure Law, Environmental Protection Law and Wildlife Protection Regulations. As hotel service personnel, we should not only learn, understand, know and abide by the law, but also remind guests to consciously abide by the law. In addition, we can also observe and implement the internal labor discipline and rules and regulations of hotel enterprises.

4. Safety awareness

For an enterprise, safety is often a topic that the person in charge of the enterprise talks about all the time, because safety is productivity, and without safety, there is nothing.

The safety of hotel service industry is even more important, such as food hygiene and safety, personal and property safety of guests and waiters, fire safety and public security safety. A mistake or mistake in any link may lead to a total loss.

5, the guest consciousness

Every enterprise has its own business philosophy and management system. For the hotel service industry, the concept of "guests first" is its purpose.

The so-called guests refer to people who are invited to come and go for the purpose of communication and business and tourists.