How to write the training report of makeup class in tourism service etiquette class? The teacher also requires 1500 words. . .

First of all, it introduces what the waiter should do:

Put the table in front and see if there is anything missing.

Observe the sommelier withdrawing the service from the disk (usually when the guest is not using it, and in some cases, the waiter deliberately avoids calling it).

Check whether the guest has forgotten the items, return them in time, withdraw from Taiwan and reset the swing. Process knowledge

During the service, guests often ask the waiter about hotel service, five-star quality, service, facilities, features, tea, tobacco and alcohol prices, urban transportation, tourism and other issues. It is necessary for waiters to know their needs immediately. At this time, the purpose of accumulating experience at ordinary times is to become a "walking dictionary" and "compass" for guests, so as to obtain all kinds of information. This is both a service point and a guide itself.

Waiters often encounter guests who delay the service entity's request. The guest entrusts the waiter to handle some things, or needs some drinks and refreshments to provide these services in the restaurant for a long or short time, and then you need the hotel staff to remember the services provided by the guests in the future. If the service requested by the guests is delayed or can't be satisfied at all, it will have a bad influence if the hotel image is forgotten.

Attendant adaptability requirements:

Service emergencies are not uncommon. When dealing with this kind of incident, the waiter should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put yourself in the guest's shoes, and you can make corresponding concessions. In particular, responsible waiters and even the parties concerned should have the courage to admit their mistakes and apologize and compensate the guests immediately. In general, emotional guests provide the service of the waiter's situational mirror. When there is a contradiction, the waiter should first consider whether the fault is on his own side.

Marketing ability requirements:

In addition to their own work, waiters should also take the initiative to provide other services in the guest market according to the work plan. This not only fully exploits the potential utilization rate of service space, but also reflects the sense of ownership of waiters, and actively provides services to meet the needs of guests.

Hotel service department, specialized marketing personnel, but their main responsibility is external marketing, and internal marketing personnel do so in all positions. Only marketing and hotels, which all employees are concerned about, always feel a market in a sense, seize every opportunity and do a good job in internal marketing for guests. This requires waiters not to wait for guests' requests to provide services, but to be good at seizing the opportunity to promote various services and service facilities provided by hotels for guests and fully tap potential customers. To this end, the waiter's service should have a comprehensive understanding, and be good at observing and analyzing the consumer demand, consumer psychology,

Language skills, an important tool and method for language attendants to establish a good cooperative relationship with guests and impress them. The material shell of language thinking embodies protection, the spiritual temperament of waiters and the personality of attitude. Guests can feel the two most important aspects of the waiter's words and deeds.

The waiter said, pay attention to keep calm at all times, and the polite tone is natural and smooth, amiable and constant. Who shows respect, modest language can often ease the tone, such as "you, I'm sorry, if possible" and so on. In addition, the waiter must pay attention to the appropriate time and the object of expression, the specific situation of expression, according to different occasions and different identities of guests. Another important component

When people talk, they often ignore language-body language. According to scholars' research, body language plays an important role in the expression of content. In the language used, the waiter should use body language appropriately, such as using appropriate gestures and actions, side by side with oral expression language, and create an expression atmosphere that is easy to be accepted and satisfied by the delivered guests.

Interpersonal skills

The hotel is an interpersonal communication for every waiter. Every day will be colleagues, superiors, subordinates, especially highly concentrated places. A large number of guests have extensive contacts, and will be properly handled according to the various interactive relationships generated by serving guests, so that guests feel respected, valuable and beneficial. Will this kind of guests get the feeling of growing prosperity of business and enterprises? The promotion and communication of industry brands plays an inestimable role. Good communication skills are an important basis for waiters to achieve these goals. There are three.

Ability to observe

The service provided by the service and the service demand clearly put forward by the customer are generally better and easier as long as there is a skilled service skill. Second, there can be no guests, providing regular services and reminding services for guests. For example, when a guest sits down to prepare a meal in a restaurant, the waiter should pour tea for the guest as soon as possible and put paper towels or towels in the lobby. The guest has a lot of luggage at the door, and the waiter has to come forward to help. The third is the potential service demand that the guests have not thought of, have not thought of or are considering.

Seeing through the potential needs of guests at a glance is the most valuable service skill for waiters. This requires an observant waiter, this potential demand becomes a reality, and the service is timely. All services that provide this kind of service are the most valuable parts. The first service is passive, and the latter two are active. Potential service providers pay more attention to the initiative of waiters. The essence of observation ability is implied in what guests think, timely service and suitable guests before opening.

This is the feeling of my waiter.