Speech on politeness and the importance of politeness to hotels

Nowadays, the international community, regardless of country size, ethnic differences and beliefs, pursues one thing in common, that is, national civilization. Therefore, paying attention to etiquette is a symbol of a country's civilization and progress, and it is a weight to measure a person's cultivation and moral standards. As a window to show social civilization, every restaurant waiter should consciously pay attention to etiquette, be strict with himself and constantly improve his civilized service level.

First, politeness is the need of socialist spiritual civilization construction.

China has a history of 5,000 years of civilization and is known as a country of etiquette. Politeness is a fine tradition of the Chinese nation.

China is also a socialist country. It is an important feature of socialist society to build socialist spiritual civilization with China characteristics and inherit and carry forward the essence of national civilization.

The goal of socialist spiritual civilization construction is to cultivate new socialist people with ideals, morality, culture and discipline, and improve the ideological and moral quality and scientific and cultural quality of the whole nation. The construction of socialist morality is to grasp the construction of social morality and professional ethics. The main contents of socialist professional ethics include: being loyal to one's duties, loving one's job, striving to improve professional skills, strictly observing professional discipline, improving work quality, and being honest and trustworthy. Etiquette and politeness are part of social morality and the basis of ideological morality and professional ethics. As the "window industry" with the widest service, catering pays attention to etiquette and politeness, which can best reflect the achievements of spiritual civilization construction in Socialism with Chinese characteristics.

Second, politeness is the need of restaurant reception service.

Under the condition of market economy, the market competition is increasingly fierce, and the competition among enterprises is essentially the competition of service quality. As a "window" for spreading socialist spiritual civilization, restaurants can make guests feel polite everywhere, shorten the distance between guests and restaurants and improve the reputation of enterprises. With the development of society and the progress of human civilization. Guests come to the restaurant not only to meet the physiological needs of eating, but also to get respect. Guests' requirements for service are not only to have elegant dining environment and provide high-quality meals, but also to provide first-class service. The social reputation of a restaurant depends largely on whether it has a civilized and polite service attitude.

The purpose of restaurant service reception is to meet the dining needs of different guests to the maximum extent. Guests are the objects of our direct service. From the economic point of view, guests use considerable money to buy special goods "services" and ask restaurants to provide active, enthusiastic and polite services to meet the spiritual needs of guests. Trade should be fair, provide a clean and comfortable dining environment, and meet the psychological needs of guests. From a psychological point of view, restaurant waiters actively and enthusiastically serve guests and maintain good relations with customers. Even if the customer is dissatisfied, it can alleviate the service contradiction and act as a lubricant for occasional service mistakes.

Third, politeness is the need to improve the basic quality of restaurant waiters.

A competent restaurant waiter should establish the idea of serving the guests wholeheartedly, and be polite and courteous, which is the basic requirement for a restaurant waiter to do a good job in reception. Every waiter in the restaurant can't distinguish between high and low in thought and action for different guests. In the process of a series of services from entering the restaurant to leaving the restaurant, all services should be done in strict accordance with the service specifications, service standards and service processes of the restaurant, so as to be polite and enthusiastic.

Polite hospitality requires restaurant waiters to respect and be friendly to guests, pay attention to appearance, appearance and manners, use civilized language and provide services according to standardized procedures, provide active and thoughtful services to guests with heartfelt enthusiasm, and highlight the good quality and civility of waiters.

Starting from the characteristics of the industry, the basic qualities of etiquette and politeness of restaurant waiters are mainly manifested in:

1. Keep your dignity

The appearance should be neat, crisp and dignified.

Generous in appearance

According to professional requirements, wearing light makeup gives people a sense of stability and generosity.

3. Code of Conduct

Neither supercilious nor supercilious, generous. The gestures of standing, sitting, walking and welcoming service should conform to the specifications. Skilled, kind and natural, well trained.

enthusiasm

Guests should be polite, warm and friendly, affable, and serve with real expressions and smiles. Smiling attitude and enthusiasm is an important part of service work, which directly affects the success or failure of service work. Therefore, don't criticize the guests in service attitude, let alone dig at them, and don't laugh at or satirize them because of their defects. Don't be indifferent to guests: A good service attitude can resolve customer service conflicts, promote communication with guests, increase the rate of returning customers and improve economic benefits.

5. Language civilization

Speak elegantly and express appropriately. Achieve standard pronunciation, sweet sound quality, moderate volume, euphemistic tone, sincere tone and appropriate speech speed. Pay attention to the art of language, say hello, respect, humility, thanks, etc. In the service, guests should be received in Putonghua, and civilized honorifics should run through the whole service process, showing the good language literacy of service personnel.

In a word, politeness plays a very important role in service work. It can not only show the good moral quality and elegant temperament of a restaurant waiter, but also reflect the overall quality of a corporate spiritual civilization. Therefore. In dealing with the relationship between waiter and guest, waiter is the subject and guest is the object. As the service subject, we should serve the object, provide civilized and thoughtful service for the whole process of guests' dining, respect the guests, establish the idea of customer first, and improve the waiter's "role" consciousness.