No pain, no gain—three excellent essays on work experience in the service industry

Example 1

Through this training, I realized that as a hotel waiter, enthusiasm is important in hotel work, but you also need to have good service ability. For example, in the event of an emergency, a guest suffers a myocardial infarction and suddenly faints. If he waits for medical personnel to arrive, his life may be in danger. If the service staff does not have any first aid knowledge at this time, it will be useless even if they are full of enthusiasm, because it involves technical issues of "can and cannot". Therefore, I think that as a hotel waiter, you must have at least the following service capabilities.

1. Language ability

Language is an important tool and way for waiters to establish good relationships with guests and leave a deep impression. . Language is the material shell of thinking. It reflects the spiritual cultivation, temperament, attitude and character of the waiter. The two most important aspects that guests can perceive are the words and actions of the waiter.

When expressing, waiters should pay attention to the natural, smooth and amiable tone of voice, maintain a constant speaking speed, and be calm and polite at all times. Language words that express respect and humility can often soften the tone, such as "you, please, sorry, if, can" and so on. In addition, waiters should also pay attention to the timing and objects of expression, that is, to express appropriately and appropriately according to specific situations such as different occasions and different identities of guests.

When people talk, they often ignore another important part of language - body language. According to research by relevant scholars, body language plays a very important role in the expression of content. When using verbal expressions, waiters should use body language appropriately, such as using appropriate gestures and movements, in conjunction with verbal expressions, to create an expression atmosphere that is easy for guests to accept and satisfy.

2. Communicative skills

The hotel is a place where a large number of interpersonal interactions occur. Every waiter interacts with colleagues every day. , superiors, subordinates, especially a large number of guests, have extensive contact, and will have various interactive relationships with guests based on service. Properly handling these relationships will make guests feel respected, valued, and treated favorably. Gaining this feeling from guests will play an immeasurable role in the continued prosperity of the business and the publicity and dissemination of the corporate brand. Good communication skills are an important foundation for waiters to achieve these goals.

3. Observation ability

There are three types of services provided by service staff to guests. The first one is that the guests speak very With clear service needs, as long as you have skilled service skills, it is generally easier to do this well. The second type is routine services, that is, services that should be provided to guests and do not require reminders from guests. For example, when a guest sits down in a restaurant and is ready to dine, the waiter should quickly pour tea and put away tissues or towels for the guest; when in the front hall, as soon as a guest with a lot of luggage comes in, the waiter should step forward to help. The third type is potential service needs that guests have not thought of, cannot think of, or are considering.

Being able to see through the potential needs of guests at a glance is the most commendable service skill of a waiter. This requires the waiter to have keen observation skills and turn this potential demand into timely and practical service. And the provision of this service is the most valuable part of all services. The first type of service is passive, while the latter two services are proactive. The provision of potential services emphasizes the initiative of the waiter. The essence of observation ability is to be good at thinking about what the guests are thinking, and to deliver the service promptly and appropriately before the guests speak.

4. Memory ability

During the service process, guests often ask the waiter about hotel service items and grades. , service facilities, prices of special dishes, tobacco, wine, tea, snacks, or problems in urban transportation, tourism, etc. At this time, the waiter must use his or her daily experience or purposeful accumulation to become a "living dictionary" for the guests. , "Compass" enables guests to instantly understand all kinds of information they need. This is not only a service orientation and guidance, but also a service that can be appreciated by guests.

Waiters also frequently encounter physical delays in service required by guests. That is to say, the guests will entrust the waiters with some matters, or they need some drinks and refreshments during the meal. There is a long or short time lag between the proposal and delivery of these service items. At this time, the hotel waiters need to be able to remember them firmly. The service requested by the guest is accurately provided at a later time. If the service a guest needs is delayed or simply forgotten and not met, it will have a negative impact on the hotel's image.

6. Adaptability

Sudden incidents are common in services. When dealing with such incidents, the waiter should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put himself in the guest's shoes, and be able to make appropriate concessions. Especially those who have more responsibility on the side of the waiter must dare to admit their mistakes and provide immediate apology and compensation to the guests. Under normal circumstances, the guest's mood is a mirror of the service provided by the waiter. When a conflict occurs, the first thing the waiter should consider is whether the fault is on his or her side.

7. Marketing ability

In addition to completing his own work in accordance with work procedures, a waiter should also take the initiative Introduce various other services to guests and promote them to guests. This is not only an important method to fully tap the potential of service space utilization, but also reflects the waiter's sense of ownership and the need to proactively provide services to guests.

Although each service department of the hotel has dedicated personnel for marketing, their main responsibility is external marketing, while internal marketing requires the cooperation of waiters in various positions. Come and do it. Only when all employees care about the hotel's marketing and feel a sense of market awareness everywhere can they seize every opportunity to do a good job in internal marketing for guests. This requires that the waiter cannot just wait for the guest's request to provide services, but should be good at seizing the opportunity to promote the hotel's various service products and service facilities to the guest, and fully tap the guest's consumption potential. To this end, the waiter should have a comprehensive understanding of each service, and be good at observing and analyzing the customer's consumer needs and psychology, so that the product can be fully informed and sold when the customer is interested.

Example 2

More than 90% of our company’s employees are young employees.

I would like to ask you a question: "Are you ready for the company's business development?"

Maybe you will Said: "I am just an ordinary employee working in an ordinary position. What we can do is the leader's business!"

Here I want to say it loudly : "You are wrong! In the company's business and development process, in ordinary positions, although we are just ordinary members, the actual actions of you and me to love our jobs and work hard are the cornerstone of the company's development! Company hotel work It is also a bridge to the market economy, related to the health and happiness of millions of food consumers, and connecting the hearts of thousands of people! "

1. Work

During this period, I learned about the hotel’s guidelines, layout, department division, job allocation, personnel positioning and other natural conditions. The General Department performs office functions, an important department that connects leaders and employees. I I am honored to be a member of this small group. Although it is trivial to be responsible for collecting meal tickets every day, it reflects the strictness and advancement of our hotel's management. Quality inspection is necessary and important for any enterprise. The safety and security department, as a quality inspection in the service industry, is a top priority. Whether it is the hygiene of the guest rooms or the appearance of the catering waiters, they all affect the operation and development of our hotel. From the beginning, I only knew that I now have a pair of insights. This is a progress and a big gain for me. The blackboard newspaper is the window for internal publicity of our hotel. By publishing the newspaper, it not only improved my writing level but also enhanced my language expression ability. During the evaluation period, I am grateful to Mr. Li With the help of Manager Wang, I compiled two evaluation materials. I deeply felt that my language skills and logical thinking were lacking. Serving on the front line is the most rewarding place. Although it was hard and stressful, I learned to organize it. Knowledge of the room, turning down the bed, and how to place it to be aesthetically pleasing. During the welcome and delivery with the experts, we learned about the experts’ preferences and provided timely feedback for better service. The evaluation work will be held on December 8th. At the end of the day, the supply and demand meeting for college students from the three northeastern provinces happened to be held in Harbin. This is the most important thing for us graduates. We had prepared it a long time ago, but the floor attendants were really busy. I saw them forgetting food and sleep and working overtime. I was touched. Although I am a student, I am also a hotel employee. So I did not participate in the job fair. I am not talking about how great I am, but I am attracted by such a united, dedicated and pragmatic group. Touched, dedication is selfless, so it is warm, and enthusiasm is fiery, so it shines. This is the wealth and strong capital of the enterprise!

2. Learning experience

As a business place under a public institution, the International Hotel has its unique advantages , has become the best in the industry from management system to development scale. The overall quality of employees has also been influenced in the specific atmosphere of the university. They can be in a high position and explore the external market while considering the interests of employees and being able to know and understand. Although this is a new enterprise, it is also an enterprise with vitality and creativity. Every day here, I can see hope.

However, the development of things has two sides. As an emerging enterprise, under the impact of the wave of market competition, it will definitely show its weak side, and there will definitely be contradictions and problems. As long as When we find a way to solve problems, we will reach a higher level. Competition is also the driving force for the development of enterprises. The key is to master the skills of competition to avoid competition, enhance the awareness of innovation, have the courage to break traditional concepts, business concepts, and management innovation, and gradually change from the market to the market. We will move closer to the people-oriented management mechanism and create a brand enterprise with Jiada characteristics.

Honor is just an affirmation of the previous work and the motivation for me to work hard to do the essential work. The next step of work is also a starting point. There should be new goals and new challenges. In the next step of work, I will strictly demand myself as an excellent employee, report frequently, study frequently, summarize frequently, and contribute my own strength to the development of the hotel!

Example 3

I often think that the profession of waiter is due to its multi-faceted, irregular and dangerous nature. ...and many other work characteristics, so it is indeed not easy to do it well. It requires us not only to be passionate about work, but also to have a heart for perfection.

Now, when we finally realize our original dream. But how well did we do? Lazy at work, sloppy makeup, even cold words, blunt attitude... In fact, in life, each of us faces the scrutiny of others anytime and anywhere. Can you pass the test? Just like our guests, they are actually the "examiners" you have to face every day. Are you polite? Have you been kind? Are you noble, elegant, dignified, smart, calm, witty and decisive? Did you do it impeccably? How far have you done that?

How much you have accomplished means how many impression points the "examiner" can give you, which means he will decide how to treat you, which is respect. ? Is it trust? Or is it indifference, even contempt? There is actually mutuality between people. The attitude of others towards you is actually a mirror of your own words and deeds. Don't always find fault with the mirror. Instead, you should reflect more on what is not good enough about the person in the mirror. Where needs improvement.

Specific to our actual work, that is, when you are responsible for internal affairs, are you a good "internal response" and work "beautifully"? : Move quickly, clean up very cleanly, always prepare things before others need them, be a solid backing to ensure the smooth progress of external work; when you are working externally, have you ever transformed into a beautiful "angel" , with an eternal smile like the "Mona Lisa", facing the "Gods" with infinite love and patience, loving what ordinary people cannot love, and enduring what ordinary people cannot tolerate; when you are a foreman , can you coordinate and organize each position, focusing on the overall situation as well as the details, paying attention to the guest's feelings, and caring for the growth of young staff, helping them enter their work roles as soon as possible. When something abnormal happens, you can still face it calmly, tactfully and decisively, and show the courage to "stop it with soldiers".

If service work is a very hard profession, then let us devote ourselves to this "hardship" to train ourselves. "Nothing can be made without polishing it." , one day, you will find that it has made us tougher, more tolerant, richer, and more beautiful at the same time!