How to improve the enthusiasm and patience of welcoming guests

In hotel service, there are no satisfied customers without satisfied employees. As management, they clearly realize that in order to make the hotel develop healthily, there must be a high-quality staff to fully mobilize and protect the enthusiasm, initiative and creativity of employees; The image and efficiency of the hotel are closely related to the hard work of every employee. As an employee, we should have a dedicated spirit and warm sense of responsibility, do what we do, love what we do, and specialize in what we do. Employees are the most valuable resource for hotels to create wealth, an important part of hotel products, and the fundamental guarantee for hotels to win credibility and customer satisfaction. At the same time, they are the executors of hotel cost control, the creators of hotel budget targets and the most loyal assistants of hotel management. Therefore, it is very important for any hotel to have a healthy and progressive staff. So, how to mobilize and protect the enthusiasm, initiative and creativity of employees? First, respect for employees Carnegie said: "Respect for others is equal to respect for yourself." Hotel employees are divided into job grades. However, the difference in rank does not mean that there are differences in personality. As a hotel manager, we should respect not only the personality of employees, but also their labor. When you encounter guest complaints and work mistakes, you should carefully analyze the reasons, and try to reduce the grievances of employees while satisfying the guests. When you encounter problems, don't "take the blame" and take the initiative to take responsibility; Educate employees not to make the second mistake. For individual employees who often make mistakes, they should be taken seriously to convince others. Don't get emotional, swear words, or make radical remarks in front of employees, so as not to hurt employees' self-esteem; When encountering difficulties, be calm and patient, never quarrel, and avoid unnecessary slip of the tongue and irreparable impression caused by doing things against your will. Second, educate employees On the one hand, hotel managers are not only the leaders of employees, but also have the responsibility to lead employees to complete the work they must do well in accordance with regulations, requirements and standards. On the other hand, they are employees' brothers, teachers and friends, and they are working partners who live together day and night. There should be an adaptation period and a running-in period for both new and old employees. We should continue to patiently carry out training and education, and standardize their behavior standards with systems and procedures. Educate employees with managers' own experience and knowledge, improve their enthusiasm, initiative and creativity, and enable employees to learn and master basic work skills in a short time. 3. Caring for employees and making them work happily is one of the best measures to complete all the work of the department and improve the service quality. How can employees provide good service without a good working mood? As the management and department manager of the hotel, we should care about the daily life and physical condition of employees; The staff canteen should try to reduce the procurement cost, improve the cooking quality of the dishes, educate the staff to eat as much as possible, don't refuse the staff to add food for the second time, and try to make the staff eat well; The uniform room should do its duty to ensure the cleanliness of employees' clothing; The staff locker room should also be kept clean and hygienic at all times, so that employees can take a comfortable hot bath after work and go home easily and happily; When dealing with employees' job promotion and salary, we should have specific quantitative standards and a comprehensive assessment system, so as to make rewards and punishments clear, make employees convinced, and avoid favoritism and cronyism, thus establishing a good manager image among employees. Fourth, understand that in real life, every employee has different needs. Most employees come to the hotel and come to your side with the idea of learning, accumulating experience and seeking personal career development. Communicate with employees frequently to understand their different needs in life and work, solve practical difficulties for employees, and eliminate some unrealistic ideas brought by lack of social experience among employees, guide employees to study hard and cultivate their positive spirit. In addition, through understanding and communication, we can strengthen the team building of the department, improve cohesion and centripetal force, realize the organic combination of employees' personal goals and the overall goals of the hotel, and thus ensure the stability of the staff. 5. Encourage employees as labor-intensive industries and make hotels people-oriented. Any work can not be separated from the careful cooperation of all staff. In practical work, how to effectively motivate employees is particularly important. It is the most effective measure to mobilize employees' enthusiasm, initiative and creativity to formulate the employee's distribution incentive system, link it with performance and make rewards and punishments clear. It is also the basic standard to measure an employee's work performance. Each department can quantify the number of employees according to the annual budget, operating income, service quality and cost control of the hotel. Carry out the competition mechanism in the hotel and really implement it to fully mobilize the enthusiasm, initiative and creativity of employees. In short, in the process of hotel management, we can't ignore the concern for employees. The enthusiasm, initiative and creativity of employees are the source of hotel vitality. Hotel management should ultimately achieve three goals: first, care for and care for employees, so that employees are satisfied; Secondly, constantly improve the quality of service to satisfy the guests; Finally, keep innovating to satisfy the owners.