How should hotel service personnel correctly communicate with guests?

This is how our prince of the sea learns the hotel service culture.

The most incisive summary of hotel service

The quality and service level of catering services are not only related to the benefits and reputation of restaurants, but also related to their survival and development.

In the process of changing from institutionalization, proceduralization and standardization to individualization and diversification, the service goal we pursue should be "quality service". To achieve "quality service", we must understand the following standards.

The following are four steps and five taboos of catering quality service-

The four steps of quality service are:

1 Don't neglect the guests.

Actually, it doesn't mean indifference to guests, and I believe most waiters won't do that either. Not being left out here means trying not to let guests feel left out.

For example, when a guest comes to a restaurant and meets an usher at the door, tell him the reserved private room and the name of the reserved person. But the usher looked blank first, then ignored the guests and ran to the cashier to see the reservation record.

Obviously, this usher is unqualified. On the one hand, he didn't remember the reservation of the restaurant that day and forgot his job responsibilities. On the other hand, if you really can't remember this appointment, you also lack the ability to handle difficult events flexibly.

The correct way should be to find a place to politely arrange the guests to sit down, let other waiters serve tea, and then check the reservation record as quickly as possible, so as not to make the guests feel neglected and left out.

Don't perfunctory guests.

For example, a guest found that the sheets had not been changed while sleeping and asked the waiter to change them, but the waiter didn't change them quickly, but explained that according to hotel regulations, the sheets in the guest room were changed every two days. Under the repeated urging of the guests, they reluctantly changed the sheets.

In fact, the waiter made a serious cognitive mistake-he thought that guests must abide by the hotel regulations.

A similar situation is not uncommon. We often see waiters saying things like "this is what we are" and "this is what we have always stipulated" to guests when they put forward personalized needs.

This view of opposing "rules and regulations" with "reasonable special needs of guests" is actually a dogmatic mistake. In practice, its harm is concentrated in the words and deeds of treating guests negatively and perfunctory.

Don't refuse the guests.

Never say "no" to a guest.

Generally speaking, the consequences of a waiter refusing a guest will be more serious, but this problem is also more difficult to cure, because people who often make mistakes don't feel that they are wrong.

Suppose a guest wants to get more ketchup from the waiter when eating in a restaurant, but the waiter tells the guest that ketchup is limited and can't be given any more, and then turns to greet another guest. This is a typical case of refusing guests. Obviously, it reflects that the waiter has no consciousness of active service and enthusiastic service, and has no overall concept at all.

Don't contradict the guests.

Compared with the above three standards, this is the most fundamental and minimum standard. The same place is that "refuters" are often "unintentional refuters".

For example, a sad-looking guest asked the person who ordered the food why a dish was not served. The orderer carefully checked the ordering record and told the guest that the record showed that you didn't order that dish. Hearing such an answer, I believe that even a good-tempered guest will be furious.

On the surface, the waiter seems to be wronged and telling the truth, but from the guest's point of view, even a forgetful or unreasonable person, the waiter can't refute him face to face. To learn to leave a "step" and "face" to the guests skillfully, this requires the waiter not only to "dare" to admit his mistake, but also to "be good at" admitting his mistake when being accused by the guests.

"Dare" to admit mistakes is the minimum professional ethics and quality requirements, and it is the basic countermeasure; Being good at admitting mistakes is the embodiment of service skills and efficiency, and learning to admit "wrong" when "right" is the best policy.

In this case, even if the guest really didn't order this dish at first, the waiter should choose to "admit his mistake"-sorry, maybe we just forgot to record it for you. I'm really sorry, but we can ask the kitchen to make it for you quickly. what do you think?

Generally speaking, guests get such an answer, either agree or disagree, thus avoiding unnecessary disputes and causing unnecessary disputes.

The five taboos of quality service are:

1 Avoid auditing

This is a big taboo for restaurant waiters. During the conversation, it is the professional ethics of the waiter not to listen, peek or interrupt. If the waiter has something urgent to discuss with the guests, don't interrupt the conversation rashly. It is best to take a temporary leave.

Through eye contact, when the guests realized this, they stepped forward and said, "I'm sorry to interrupt your conversation." Then say what you have to say.

Avoid staring.

When the waiter receives some guests with strange clothes, he is most afraid of staring at them for a long time and judging them, because these actions are easy to make the guests unhappy.

3 avoid snickering

In addition to providing appropriate services, waiters should also be careful not to snicker, whisper and comment on guests' comments at will to avoid undue friction.

4 avoid colloquialism

Some waiters lack the learning of language skills and the cultivation of their own quality, intentionally or unintentionally hurting guests or causing some unpleasant things, such as: "Do you want to eat?" This kind of language that allows guests to order food sounds very unpleasant and uncomfortable.

In addition, the waiter also avoids the word "single room" when introducing the dining table to the guests, because "single room" refers to the rooms where critically ill patients are held in hospitals and important criminals and recidivists are held in prisons, so it is better to use "private room" instead of "single room".

Avoid boredom

If individual customers greet the waiter in uncivilized language such as "hello" and "hey", the waiter should not be cold or impatient with the customer because of impoliteness.

On the contrary, we should make our guests aware of their rudeness through positive and enthusiastic service. If you are busy, you can say, "Please wait a moment, I'll come right away."