How to write about the experience of front office training for hotel veteran employees?

Through this training, I realized that as a hotel waiter, enthusiasm is important in hotel work, but you also need to have good service capabilities. 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 abilities. 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 component 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 A hotel is a place where a large number of interpersonal interactions occur. Every waiter will have extensive contact with colleagues, superiors, subordinates, especially a large number of guests every day, and will have various interactive relationships with guests based on service, and properly Handling these relationships properly 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 that service staff provide to guests. The first is the service needs that the guests have stated very clearly. As long as they 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 questions about hotel service items, star rating, service facilities, special dishes, prices of tobacco, wine, tea, snacks, or city transportation and tourism. At this time, you must use your daily experience or purposeful accumulation to become a "living dictionary" and "compass" for the guests, so that the guests can instantly understand the various information they need. This is both a service orientation and guidance. , itself is also a service that can be appreciated by guests. Waiters also regularly encounter physical delays in service requested 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 required by the guest is delayed or simply forgotten and not satisfied, it will have a bad 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. In particular, if most of the responsibility lies with the waiter, he must dare to admit his 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 or her own work in accordance with work procedures, a waiter should also proactively 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 waiters in various positions to work together. 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 consumer psychology, so that the product can be fully informed and sold when the customer is interested