I am a hotel employee, and the boss gave us a question. How to stand on one's own post and improve the service level? Who can summarize it briefly?

How to improve work service level based on one's own post?

1, I am proud of my neat gfd and always wear my badge.

I always smile and keep eye contact when facing the guests.

I always call my guests by their first names.

I often use magic polite language.

I am familiar with my working procedure.

6. In order to answer the guests' inquiries, I am familiar with the hotel.

7. I guide the guests, not them.

8. It is my duty to solve the guest complaints.

9. I always consider the needs of my guests in advance and meet their needs.

10 I always praise my hotel.

The above is based on the present ... the following is the future development. .......

(A) service awareness

Western hotels think that service is service, and each letter has rich meanings:

S-Smile: It means that the waiter should provide smiling service to every guest.

E-Excellent: it means that the waiter should do every service procedure and every small service well.

R-Ready: It means that the waiter should be ready to serve the guests at any time.

V-Viewing: It means that the waiter should treat every guest as a VIP who needs to provide quality service.

I-Inviting: It means that the waiter should show sincerity and respect at the end of each reception service and take the initiative to invite the guests to come again.

C-Creating: It means that every waiter should try his best to create an atmosphere in which guests can enjoy warm service.

E-eye: It means that every waiter should always pay attention to the guests with warm and friendly eyes, adapt to the psychology of the guests, predict the requirements of the guests, provide effective services in time, and let the guests feel the care of the waiters at all times.

Service consciousness is an understanding of the duties, obligations, norms, standards and requirements of hotel waiters, which requires waiters to always keep their sincerity to their guests in mind.

The specific requirements of service awareness are as follows:

1, service tool

The so-called service instrument is the requirements and norms of service personnel in terms of mental outlook, appearance modification and dress. Mainly reflected in the following points:

(1) Smile service. This is the basic requirement of welcome etiquette. The waiter should be kind, warm, sincere, neither supercilious nor supercilious, and be generous and polite to the guests.

(2) often modify the appearance. Cut your hair, take a bath, manicure and change clothes.

(3) The hotel should set a dressing mirror at the entrance of the staff passage or dressing room, and every employee should check his appearance before taking up his post.

(4) Dress neatly. At work, waiters should wear uniforms according to seasons and occasions. Clothes should be washed, ironed and buttoned.

2. Service dialogue

Service language refers to the specific requirements of service personnel for language language in welcome service. There are mainly the following points:

(1) When meeting guests, smile, stand for service and take the initiative to say hello. Such as "hello", "good morning" and "good evening".

(2) When talking with guests, you should keep a step and a half distance from them. The tone of speech should be cordial and sincere, the expression should be natural and generous, and the expression should be decent and concise.

(3) When asking questions to guests, the language should be appropriate and pay attention to discretion.

(4) When talking with guests, pay attention to listen, let the other party finish, and don't grab words and make excuses.

(5) When talking between guests, don't walk in front to eavesdrop, don't peek at one side, and don't interrupt casually. Even if you have something urgent to find a guest, don't interrupt their conversation, but wait by. When the guest pays attention, say "I'm sorry" first, and then speak after getting the guest's permission.

(6) When calling a guest from outside, be sure to listen to the name, gender, unit and room of the guest you are looking for, and then tell him as appropriate.

(7) Address guests correctly. Inappropriate appellation is easy to cause guests' disgust and misunderstanding. The address of guests should be based on their age, identity, position, gender and marital status, and they should not be called by their first names. Male guests can be called "sir", married female guests can be called "madam" and unmarried female guests can be called "miss". People in religious circles are generally called "sir", and those who have positions are called positions.

3. Service attitude

Service attitude is a specific requirement for the behavior and actions of service personnel in their work. As a qualified waiter, you must do the following:

(1) Be dignified and civilized, sit upright, and don't lean forward or backward.

(2) All kinds of uncivilized behaviors should be prohibited in front of guests.

(3) Don't eat strong-smelling onions, garlic and leeks before going to work.

(4) Keep quiet at work and do "three lightness", that is, speak lightly, walk lightly and operate lightly.

(5) When talking with guests in narrow passages, aisles or stairwells, waiters should not walk through the middle. They should say "excuse me, please make way" first, and then pass by or behind after the other party makes way. If you accidentally bump into a guest, take the initiative to apologize and say "I'm sorry" before you go.

(6) For guests with strange appearance and posture or wearing strange clothes, don't whisper or dictate, and don't imitate ridicule. Warm care and service should be given to guests with physical defects or illness, and there should be no expressions or actions of disgust.

4. Service etiquette

Service etiquette is the basic requirements and norms for service personnel in terms of politeness norms and etiquette order. There are several points worth noting:

(1) In the service of guest rooms and restaurants, we should strictly follow the norms and protocol order, so that the guests come first and the host comes later; First there are female guests, then there are male guests; First the main guest, then the other guests.

(2) Don't ask the guest's age, position, family, children, salary and other privacy at will, especially don't ask the female guest at will. Don't easily ask the guests about the price and place of origin of clothes, gold and silver jewelry and precious daily necessities, and don't show love or envy for the guests' items to avoid misunderstanding.

(3) Don't accept guests' gifts easily. If you don't accept it, it may be impolite to express your deep gratitude and give it to the leader in time after accepting it.

(4) When the guests pass by the waiter, they must nod. When they leave the hotel, they should take the initiative to see them off and say "goodbye and welcome to come again". The floor attendant should take the initiative to press the elevator switch for the guests and say goodbye to them.

awareness of quality

Survival by quality, reputation by quality, market by quality and benefit by quality. Service quality is the life of a hotel, and quality is benefit. Hotel service quality and benefit are good, and the overall social effect is good. High-quality service not only increases repeat customers, but also makes potential customers patronize, thus greatly improving the economic benefits of the hotel, making the hotel invincible in the fierce market competition, gaining a foothold in the competition and growing continuously. It can be said that the competition of hotels is ultimately the competition of service quality, which is the lifeline of hotels.

1, meaning of service quality

Service quality refers to the procedure that the service provided by the hotel to the guests is appropriate and meets the needs. For hotels, service quality mainly comes from two factors. On the one hand, it is material factors, that is, the "hardware" factors of the hotel, including external buildings, equipment and facilities, room layout, internal decoration, furniture and household appliances, etc. On the other hand, it is human factors, that is, the hotel's "software" facilities, including hotel employees' work style, work attitude, service skills, cultural literacy, etc., which are also the key factors to ensure service quality. The real connotation of service quality is not only a comprehensive reflection of the satisfaction of guests' needs, but also a concrete embodiment of the perfect combination of hotel "software" and "hardware".

2. Characteristics of service quality

(1) function

The function of the hotel is to provide guests with the most basic conditions such as life, work or social interaction, including the hotel's buildings, equipment, facilities, environment and various services. Function is the most basic physical attribute of service quality. Without basic service functions, it is not a hotel.

(2) Economy

Economy refers to whether the cost of a guest is equal to the service received, and whether the price is in line with the value. The value standard of hotel service is to provide high-quality service for guests with the lowest possible expenditure.

(3) Safety

Safety is the most concerned issue for guests. In the process of serving the guests, hotel waiters must fully ensure that the lives and property of the guests are not threatened, hurt or lost, and that their bodies and spirits are not harmed; The hotel's machinery and equipment are in good condition, and the food and environment are clean and hygienic, which are important aspects of service quality and safety.

(4) timeliness

Timeliness is very important for service work. In today's society, time is money. Whether the hotel service can meet the requirements of the guests in time is the performance of service quality. This characteristic of timeliness emphasizes that serving guests should be timely, punctual and time-saving.

(5) Comfort

When guests stay in a hotel, the facilities of the hotel should adapt to the living requirements and habits of the guests. Including applicability, comfort, convenience, neatness, beauty and order.

(6) Civilization

Civilization belongs to spiritual needs. In hotels, guests generally hope to get a free, cordial, respectful, friendly and understanding atmosphere and good interpersonal relationships, and enjoy the warmth of spiritual civilization. Civilization is an extremely important aspect of service quality characteristics, which fully embodies the characteristics of service work.

3, the basic content of service quality

As far as the overall content is concerned, the content of hotel service quality can be divided into "hardware" and "software"; As far as the basic content is concerned, it roughly includes the following eight aspects:

(1) Excellent service attitude

Service attitude refers to the emotional response of service personnel in various positions of the hotel to all kinds of guests. It is the concrete expression of the thought of serving the guests wholeheartedly in language, expression and behavior. Service attitude is the basis of service quality, and excellent service begins with excellent service attitude. Excellent service attitude is mainly manifested in the following points:

① initiative and enthusiasm;

② Due diligence;

③ Patience and consideration;

4. Be polite.

(2) intact service equipment

Service equipment refers to the equipment and facilities used by the hotel to receive services. It directly reflects the material and technical level of hotel service quality. Generally including buildings, machinery and equipment, transportation, heating and cooling air conditioning, electrical equipment, sanitary equipment, communication equipment, all kinds of furniture, interior decoration, etc. We should strengthen the management and careful maintenance of hotel service equipment, so that it is always in a good normal state, and ensure the needs of customer service at any time and anywhere.

(3) Improve service items

Hotel is a comprehensive service industry that provides food, accommodation, transportation, travel, shopping and entertainment for guests, which determines that its service items should not be single, but diversified. The number of service items provided is the embodiment of the hotel's grade, scale and management ability.

The service items of modern hotels can be roughly divided into two categories: one is the service items with clear and specific provisions set around the main business in the service process, which are called basic service items, such as accommodation, catering, shopping, entertainment and so on. All services provided by guests, but not all of them have needs, are called additional services. To some extent, personalized additional services can attract more guests and leave an unforgettable impression on customers than basic services.

(4) Flexible service mode

Service mode refers to the forms and methods adopted by the hotel when it serves its guests warmly and thoughtfully. Its core is how to provide various conveniences for guests. There are many ways to serve, such as: smiling service; Personalized service; Subtle service; Customized services; No gap, zero defect service; Emotional service; No no service; Value-added services and so on.

Each hotel has different facilities and equipment, different staff qualities, different star ratings, different reception objects and different service modes, but some * * * services should be provided by every hotel, such as smiling service and polite service.

(5) Skilled service skills

Service skills refer to the basic skills that service personnel should master and possess in reception services. The skilled operation skills of service personnel reflect their professional quality and service quality from one side. Skilled service skills are the technical prerequisite for improving service level and ensuring service quality.

(6) scientific service procedures

Service process is one of the important contents of hotel service quality. Practice has proved that skilled service skills and scientific operating procedures are the basic guarantee for quality service. The service procedure of the hotel is a standardized operation sequence which is scientifically summarized and sorted out according to the requirements and habits of the guests. Only by following the procedure can the service quality be guaranteed; And follow one's inclinations, disobeying the rules will cause passive work, affect work efficiency and cause complaints from guests.

(7) fast service efficiency

Service efficiency is the time concept of service work, and it is also the time limit for providing certain services for guests. It not only reflects the professional quality of service personnel, but also reflects the management efficiency of the hotel. Especially under the time value concept of "time is money" in today's society, high service efficiency can not only save time for guests, but also bring efficiency to guests.

(8) Professionals

People often ignore the important content of service quality. Without professional staff, other service equipment and services will not be in good condition, and service skills will not be mastered. Therefore, professional staff is the fundamental guarantee of service quality.

To sum up, the key to hotel management is service quality, which is directly related to the reputation and social and economic benefits of the hotel. Hotels should attach importance to service quality from top to bottom.

Institutional consciousness

Without rules, there would be no Fiona Fang. First-class service and first-class benefit should be based on a scientific and rigorous system. Hotel system is a code of conduct agreement reached by all parties in the hotel to achieve the same goal of the hotel and reflect the same requirements of all aspects of the hotel.

The rules and regulations of the hotel have the functions of guidance, restraint and encouragement. Every employee must consciously abide by various rules and regulations. The system is the internal "constitution" of the hotel, which has the characteristics of seriousness, mass, compulsion and standardization, and every employee must consciously abide by it and conscientiously implement it.

After the rules and regulations are formulated, they must be resolutely implemented. Whoever violates the system will consciously accept the punishment of the system. In particular, hotel managers should consciously abide by and take the lead in implementation. The manager's example is a silent command to the public.

(D) Team consciousness

Team consciousness refers to the consciousness of overall cooperation, including team goals, team roles, team relations and team operation processes. How to establish team consciousness?

1, cultivate employees' team feelings.

Cultivate employees' sense of belonging to the team and love the team. Only love can maintain the team from the heart, and team emotion is the invisible bond that unites team employees.

2. Establish employees who are interested in goals.

The team should attach importance to the interests of each employee, coordinate the interests between employees, coordinate the interests between employees and the team, try to make each employee's goals and interests consistent with the team, and make the team a * * * body to safeguard and realize everyone's interests. In order to achieve the same goal, Qixin needs to work hard to achieve the goal of the team.

3. Expand participation and strengthen communication.

We should trust our subordinates and give full play to everyone's wisdom and strength to make suggestions for the enterprise. We should actively create conditions for managers and employees, employees and managers to communicate with each other. Form a good atmosphere of sincere communication, mutual trust and cooperation between superiors and subordinates and employees in the team.

4. Build team spirit

At work, we should not only pay attention to the display of individual ability, but also pay attention to the overall cooperation, so that everyone can realize that individual failure is the loss of the team. Everyone should always have the overall situation concept, focus on team interests, unite and cooperate, and advance together.

In addition to the above four kinds of consciousness, hotel consciousness also includes cost consciousness, time consciousness and brand consciousness.

I wish you success!