How to be a good hotel waiter?

First of all, first of all, politeness. Be friendly to others and don't discriminate against people who are different from ordinary people. Some children are eating.

Running over to ask for one or two packets of sweet and sour sauce, some waiters will "throw" it impatiently, which is very bad; The second is patience, some guests.

If a person orders slowly, the waiter must wait patiently. If he really clicked for a long time, he should say to him, "Sir (Madam), if you"

I haven't decided to order yet. Please think it over before you order. Other guests are waiting. "; The third is speed, even if the price is set by the keyboard.

Be quick, deliver food, but be quick; But also dignified, standard Mandarin. Almost! ! !

memory ability

During the service, guests often ask the waiter about the service items, star rating, service facilities and features of the hotel.

Prices of dishes, tobacco, alcohol, tea, snacks or urban transportation and tourism, at this time, waiters should learn from their usual experience.

Accumulate from books or purposefully into a "walking dictionary" and "compass" for guests to know what they need in real time.

All kinds of information, this is not only a service direction and guidance, but also a service that guests can enjoy.

Waiters often encounter substantial delays in service that guests need. That is, guests will have some entrusted waiters to handle it.

Matters, or need some drinks and refreshments during the catering process, there is a long or short time between the proposal and the provision of these services.

Sometimes, at this time, the hotel waiter needs to keep in mind the service that the guests need and mention it accurately at a later time.

Because. If the service requested by the guests is delayed or simply forgotten and cannot be satisfied, the image of the hotel will be damaged.

Have a bad influence.

strain capacity

Emergencies in service are not uncommon. When dealing with such incidents, the waiter should adhere to the principle of "the guest is always right"

"The purpose is to be good at standing in the guest's position, put yourself in the guest's shoes and make appropriate concessions. Especially a lot of responsibilities.

As for waiters, it is more important to admit mistakes and apologize and compensate the guests immediately. Under normal circumstances, the guest's mood is

It is a mirror of the service provided by the waiter. When there is a contradiction, the waiter should first consider the mistake, right?

On your own side.

marketing power

A waiter should not only complete his work according to the working procedure, but also introduce other kinds to the guests actively.

Service items, selling to customers. This is not only an important way to fully tap the utilization potential of service space, but also an embodiment of waiter master.

Weng consciously and actively provides services for the guests.

Although the hotel service department has specialized marketing personnel, their main responsibilities are external marketing and internal marketing.

Sales need waiters in various positions to do. Only when all employees are concerned about the marketing of the hotel and have a sense of the market everywhere can they

Can seize every opportunity to do a good job in the internal marketing of guests. This requires the waiter not to wait for the guest's request to provide service.

Instead, we should be good at seizing the opportunity to promote the hotel's various service products and facilities to guests and fully tap their consumption potential. for

Therefore, waiters should have a comprehensive understanding of various services and be good at observing and analyzing customers' consumption needs and psychology.

In front of the guests

linguistic competence

Language is an important tool and way for waiters and guests to establish a good relationship and leave a deep impression. Language is beyond the material of thinking.

Shells, it embodies the waiter's spiritual accomplishment, temperament, attitude and personality. The two most important aspects that tourists can feel are

The waiter's words and deeds.

When the waiter expresses, he should pay attention to the natural fluency and affability of his tone, keep his speech at a constant speed and pay attention at all times.

Calm and polite. Words expressing respect and modesty can often ease the tone, such as "you, please, sorry, fake"

Such as, can "and so on. In addition, the waiter should also pay attention to the timing and object of expression, that is, according to different occasions and different guests.

Appropriate and appropriate expressions and other specific situations.

When people talk about it, they often ignore another important part of language-body language. According to relevant scholars,

Research shows that body language plays a very important role in expressing content. When using language, the waiter should make appropriate use of it.

Using body language, such as using appropriate gestures and movements, combined with oral expression language, the same structure is easy for guests to accept and full.

The expressive atmosphere of meaning.

social skill

Hotels are places where a lot of interpersonal communication takes place, and every waiter is special with colleagues, superiors and subordinates every day.

It is a large number of guests who have extensive contacts and will serve on the basis of various interactions with guests, and properly handle this.

These relationships will make guests feel respected, valued and treated well. This feeling will contribute to the continued prosperity of business.

And it plays an inestimable role in the promotion and dissemination of corporate brands. Good communication skills are very important for waiters to achieve these goals.

Foundation.

Ability to observe

The service personnel provide three kinds of services for the guests. The first is the service demand that the guests speak clearly, as long as they are skilled.

Service skills, generally speaking, it is easier to do this well. The second is daily service, which should be provided for guests.

A service that does not require a guest reminder. For example, when a guest sits down in a restaurant and prepares to eat, the waiter should quickly pour tea and tea for the guest.

Good paper towels or towels; In the lobby, as long as a guest with a lot of luggage comes in, the waiter will come forward to help. The third is the guests.

Potential service requirements that have not been thought of, thought of or are being considered.

Being good at seeing through the potential needs of guests at a glance is the most valuable service skill for waiters. This requires service.

Members have keen observation ability and turn this potential demand into timely and practical service. And this service is provided by all services.

The most valuable part of the service. The first service is passive, while the latter two services are active, providing more potential services.

Emphasize the initiative of the waiter. The essence of observation ability lies in being good at thinking what guests think and serving them before they make a sound.

Delivered in a timely and appropriate manner.