How to learn hotel service skills?

Hotels play a very important role in modern business communication. They are not only well-equipped, elegant in environment and considerate in service, but also directly involved in business activities in many aspects. Service and benefit are interrelated, and the quality of service directly determines the level of economic benefit. Therefore, in order to improve the service quality and obtain higher economic benefits, hotels should first standardize the etiquette of service personnel.

The clothes of the service personnel in front of the door should be clean, tidy and crisp. You can wear light makeup, but don't wear jewelry. When wearing cheongsam, don't cut it too high, so as not to expose the underwear or thighs of the hostess and affect the guests' evaluation of the hotel they represent. When working, the service personnel in front of the door should stand up straight, look straight and smile, and never be allowed to hold their shoulders, akimbo, bend their legs or lean against something. It should be forbidden to chat with the opposite sex, acquaintances and taxi drivers for fun. If the guest arrives at the hotel gate by bus, the service staff should also open the door for the guest. Under normal circumstances, the left hand pulls the door at an angle of 70 degrees with the door axis, and the right hand blocks the upper edge of the door to prevent guests from accidentally touching it. When getting off the bus, remind the guests to be "careful". When important guests or group guests arrive, the waitress should queue up to meet them under the leadership of the hotel manager. If it rains, you should take the initiative to open an umbrella for the guests. If you meet children, the elderly or the disabled, you should also take the initiative to help.

The baggage service personnel should take the initiative to greet the guests warmly. Then help the guests take the luggage down from the car, check whether there are any left-behind items on the car, and then check the number of luggage with the guests to check whether the luggage is in good condition. Then guide the guests to the front desk to check in. Be careful when handling luggage, and handle it as gently as possible to avoid damaging the luggage. In the process of guidance, the service personnel should walk in front of the guests, keep a certain distance from them and guide them with professional gestures.

When checking in for the guests, the baggage service personnel should stand about four meters away from the front desk and wait for the service. After the formalities are completed, you should take the initiative to help the guests carry their luggage, take the keys and guide them. If you need to take the elevator, you must let the guests enter the elevator first, and then enter by themselves. When you get out of the elevator, you should get out later. The bellboy can get in touch with the room attendant after accompanying the guests to the established floor.

After opening the door, you should first turn on the main switch in the room, then stand by the door and invite the guests forward. For the placement of luggage, you can listen to the arrangement of the guests, and then briefly introduce the facilities and usage of the room to the guests. Finally, ask the guests if they have any other requirements. If not, you can say goodbye. Then gently close the door and turn away.

The receptionist's skills are as follows:

(1) The receptionist must dress according to the regulations and serve warmly every detail. The receptionist's signboard should be worn on the left chest. The receptionist at the front desk should be proactive, welcome guests and provide necessary services. In general, the receptionist at the reception desk should stand when serving the guests. Standing posture is civilized and elegant. Don't bend over, bend over or lie prone, with your feet crossed. Hands can be crossed on the lower abdomen or supported on the edge of the counter.

(2) At work, the receptionist should be proficient in business, stress efficiency and save time for the guests. When serving guests, you should look at them with a smile, with a kind attitude and a kind expression. Speak with a glib tongue, elegant language and soft tone. When guests come to stay, they should look at the triangle area between nose and eyes, lean forward slightly and say hello first. If you can't meet the requirements of the guests, give them a reasonable explanation and take the initiative to introduce other places that can meet the requirements of the guests. When necessary, you can also take the initiative to contact each other.

(3) If more guests are received at the same time, we should serve the guests on a first-come-first-served basis. When you need to check the guest's ID, you should explain the reason first and then return it as soon as possible. When submitting the guest's room key or cash, hold it with both hands. When you meet a call for help from a hotel guest, you should give the necessary help. If it can't be solved temporarily, records should be made and necessary explanations should be made during the shift change. Treat the departing guests quickly and accurately when checking out. Write it clearly on the bill For the guest's questions about the bill, be patient until the other party is satisfied.

According to the regulations, the elevator attendant waiting for the guests outside the elevator door should enter the elevator first and meet the guests in the elevator room when he sees the guests walking towards the elevator. And face the door, stand sideways, hold the door with one hand and signal the guests to "come in" with the other. At the same time, he should also take the initiative to say hello to the guests. Before closing the elevator door, look in the mirror to avoid obstructing others from entering. Be sure to pay attention to the safe operation of the elevator, and don't pinch passengers when opening and closing the door. Before opening and closing the door, you'd better raise your hand to signal the passengers' attention. If the elevator is full, you should apologize to the guests who want to squeeze in, and don't overload the elevator. Usually, when the guests arrive, the elevator will open. Don't save trouble, let the first person wait in the elevator. Before arriving at a certain floor informed by the guest in advance, the number of floors should be reported loudly so that the other party can be prepared. When the guest steps out of the elevator, he should take the initiative to say goodbye to the guest.

The room attendant should make preparations immediately after receiving the notice that the guest will arrive. When guests arrive, they should greet them with a smile. And lead the way in front and bring the guests into the guest room. After opening the door, treat everyone first. After entering the guest room, you should briefly introduce the equipment in the room and the facilities in the hotel. When you ask the guest that there is no doubt, you should quit immediately so as not to disturb the guest's rest.

Employees of all departments of the hotel should take care of the guests from the public interest and are not allowed to engage in private affairs. It is absolutely forbidden to have intimate relations with guests. It is not allowed to joke with guests. If you need to enter the guest room, you must ring the doorbell first and get permission before entering the room. After entering the guest room, it is not allowed to lock the door, but it should be half closed. Even if the guests offer their seats again and again, they should politely refuse. Without the permission of the relevant departments, guests are not allowed to dine, shop or entertain in the hotel.

When guests are dining, the service staff should go to the bar as quickly as possible to get the drinks ordered by the guests and serve them in time. When serving, you should send it from the gap on the right side of the guest, and try to take it lightly. When placing dishes, we should follow the principle of neatness and beauty. Every dish should be named for the guests, and if there is seasoning, it should also be sent at the same time. Please tell the guest after all the dishes are served, and ask if you need any other help. In the process of dining, the service staff should check the dining situation of the guests at any time, and replace the dishes piled with sundries on the table in time if they are full.

When the food and drinks ordered by the guests are served together, the service personnel should inform them in time, and when the guests put forward the checkout, the cashier should quote the amount payable in time. And explain the price of each dish to the guests again so that they can check the money. When paying, don't take the money directly by hand, but let the guests put the money in the tray. If you need change, you should give it to the guest in time and count it clearly.

When receiving the guest's departure notice, you should ask the front desk for the guest's room number, and then take the initiative to provide service for the guest. Attention, when entering the guest room, ring the doorbell first and then knock on the door, and then enter after getting permission. When the guest leaves the room, the room service staff should send him to the elevator door and say goodbye to him warmly. If a guest has a lot of luggage, usually his luggage should be sent to the lobby or room with the help of a bellboy.

Before the guest leaves the store, the service staff should confirm whether the guest has checked out. If not, they should politely remind the guests to pay at the cashier and return the room key at the front desk. When the guests are about to leave, the service personnel should actively and humbly solicit the opinions of the guests, see whether the guests are satisfied with the food quality, environmental sanitation and service attitude of the hotel, and solicit the opinions of the guests on the summary, and the service personnel should listen humbly.

When the guests leave the hotel, the front desk service staff should assist the bellboy to pack their bags for the guests, and then ask the guests to count the number of people face to face. Say goodbye to the guests with a smile. If the guests leave by car, they should also help them take their luggage to the car, then close the door gently, take a step back and wave goodbye to the guests. When the guest leaves the hotel and needs the help of the bellboy, the bellboy should arrive at the guest room at the appointed time. After checking the quantity and specific requirements of the guest's luggage, we should carefully and responsibly transport the luggage to the car reserved by the guest and put it in the trunk. When the guests arrive, explain this point in detail to avoid being forgotten by the other party.

expert opinion/advice

Pay attention to keep it clean and tidy, and throw the garbage into the garbage basket. Don't get water everywhere when using the bathroom. If you want to stay for several days, you can leave a note for the room attendant, telling them that the sheets and toothbrushes don't need to be changed every day. Such guests will be respected and welcomed by the hotel. After eating in the room, clean the bowls and dishes with napkins and put them in the aisle outside the room for the convenience of service personnel. Except for paid items, small items such as shampoo, toothbrush, soap, envelopes and writing paper can be taken away. Pay attention to moderation when gathering with friends in hotel rooms. It is not advisable to receive visitors for too long, generally not exceeding 23 o'clock.