How to improve employees’ service awareness

Service perception is the psychological activity process of hotel employees during the service process. It is mainly the feelings and grasp of the object. Of course, it also involves the understanding of the nature of the service. It is the vivid and intuitive perceptual knowledge of the service personnel. When people have higher and higher requirements for service quality, how to cultivate and improve the service perception of hotel employees becomes more and more important. Service perception is divided into two aspects: service feeling and service perception. However, not every employee who feels the need to provide service will know how to do so. This requires us to train their service awareness. First, developing service perception must start with extensive work experience. Practice brings true knowledge. In a large number of repeated operations by hotel employees, incorrect service perceptions are slowly "eliminated", while those correct service perceptions are retained. Moreover, having a lot of work experience also lays the foundation for better training. We know: Learning without practice is like water without a source or a tree without a root, and will not be effective. Therefore, extensive work experience is necessary to develop service perceptions. Secondly, to cultivate service perception, the needs and motivations of waiters must be stimulated. At present, some waiters still regard service work as a "task." To them, the honor of the hotel has nothing to do with them. As long as they complete the task, they don't care about the effect. To change their situation, it is necessary to stimulate their sense of ownership and cultivate their team spirit and sense of belonging to the hotel. Make them feel that providing services is what they should do, and that these services are sincere and come from their inner needs. Only by making the hotel their home will they not be resistant to training. Thirdly, to cultivate service perception, we must correct their emotions and emotions towards customers. In the past, people often said that "the customer is God" and "the customer is always right." In fact, this is what is required of a waiter's hospitality. Only when the guests are fully respected can the entire service process be truly successful and satisfy the guests. Not only that, but now there are higher requirements for these services: guests are required to be treated as their own relatives and friends. To satisfy the guests' self-esteem, emotions, and hobbies, we call it personalized service, which is also a manifestation of high service perception. Finally, to cultivate service perception, we must form a psychological mindset for service. The mental set of service is also a service thinking mode. This enables the service staff to perceive the content of the service from the guest's eyes, subtle gestures and movements. Analyze and classify each item to form a set of service models and service specifications. This should only be possible with a very familiar situation. Cultivating hotel employees' service perception is a reflection of standardization in hotel training work. Through this training process, the idea of ??"guests first, service first" will be rooted in the hearts of hotel waiters.