Professional psychological qualities that hotel employees should possess.

Professional psychological qualities that hotel employees should possess.

Good personality is an important psychological condition for service personnel to serve customers enthusiastically. So what professional psychological qualities should hotel service personnel have? Let's have a look!

First, a good personality

1, optimistic and confident

A good foundation is optimism and self-confidence. To be an excellent service person, we must first be a strong person in life and pursue more, better and higher-level satisfaction. Psychologist Maslow said that people have a kind of? Forward strength? There is another one? Forced? Not everyone can make the former tendency better than the latter. Only optimistic and confident people will keep moving forward. That kind of optimism can make them make good grades forever. No matter good times or bad times, you can bring sunshine to yourself. This is the guarantee of everyone's career success and smooth work, and the fundamental task of serving well is no exception.

2. Politeness and enthusiasm

As we have said, the process of service personnel providing services to customers is a process of interpersonal communication. So, are people willing to associate with polite and enthusiastic people, or are they willing to associate with indifferent people? If we are dealing with two people, one is indifferent to you and the other is indifferent to you, obviously, there are more enthusiastic people.

Easy to get a good impression, as a service staff, the purpose is to satisfy customers and get a good impression of customers, which is a successful service work.

Step 3 be sincere and friendly

Sincere and friendly means to treat each other with sincerity, to be consistent in appearance, to be kind to others, and to follow good advice. In the service work, getting along with good wishes will win the trust of customers, be accepted by customers quickly, eliminate the strangeness and estrangement between people, harmonize the relationship between host and guest in a short time, and urge customers to accept services.

4. Open-minded and tolerant

Open-minded here mainly refers to an attitude towards life. Life itself is always full of contradictions. The mind must be a mind that can accommodate contradictions, and the mind must be a mind that can accommodate contradictions. We should strive to change what can be changed, and at the same time accept what cannot be changed under certain conditions. (Environment, individual) Under this open-minded attitude towards life, people must be tolerant, especially in service work. Tolerance is more important because? The guest is always right? .

Second, positive emotions.

Emotion will have an impact on people's whole thinking and behavior. Only when service personnel have positive emotions can they devote themselves to their work. The meaning of positive emotion is:

1, lofty and upward

The enthusiasm of service personnel for work and customers should be based on safeguarding the interests of consumers, enterprises and the state, and not on making money for themselves and harming the interests of consumers and the collective. We say the same passion, but the former is noble and the latter is wrong.

2. Profound and lasting

Love of work can't rely on impulse, it is an emotion that will not change for a long time. Only in this way, service personnel can control their enthusiasm for work and their positive emotions of serving customers.

3. Pay attention to practical results

Emotional efficiency refers to the degree to which emotions play a role in people's practical activities, and service personnel with high emotional efficiency can turn it into the driving force for active study and hard work; And the service personnel with low emotional efficiency are all empty, right? A giant in language, a dwarf in action? .

Third, strong will.

The service work is extremely complicated, which requires service personnel to constantly overcome various difficulties and obstacles in subjective and objective aspects. Therefore, only by constantly enhancing willpower can we do a good job in service. There are four excellent willpower qualities:

1 consciousness

Will consciousness refers to the quality that people have a correct and profound understanding of the purpose of their actions and their social significance, and can consciously control their actions to make them obey the purpose of their activities. On the contrary, it is blind and arbitrary. The former lacks rational analysis and judgment and blindly believes other people's opinions. The latter refuses reasonable suggestions and advice from others, and is irrational and willful.

Step 2 be decisive

Decisiveness refers to the quality of being able to make decisions quickly, effectively and without losing time. Service personnel must have the ability to control complex situations, weigh quickly and make accurate decisions. On the contrary, it is indecisive and reckless. The former suffers from loss, is constantly interrupted, lacks opinions and misses opportunities; The latter acted rashly without analysis, regardless of reality and consequences.

3. Toughness

Perseverance refers to the quality of overcoming difficulties with perseverance but never giving up in the process of implementing decisions. Service personnel should have such qualities, winning without arrogance and losing with grace. Perseverance.

Step 4 control yourself

Self-control refers to a person's ability to manage himself well. People with strong self-control are good at self-denial and patience, are good at grasping their own discretion, and will not be rude to others; When dealing with work, we don't shy away from difficulties and heavy tasks, and we don't take things to heart.

Fourth, excellent ability.

The ability of service personnel directly affects the efficiency and effect of service. An excellent service personnel should have the following abilities:

1, keen observation

If you want to serve your customers well, you must first understand their psychology, so that you can have a good purpose. However, people's psychology is implicit, and you can only understand his psychology by observing the explicit behavior, but people's behavior often can't express their true thoughts, and even deliberately make actions that are contrary to their own hearts. This requires service personnel to carefully observe and capture every bit of information inadvertently revealed or intentionally transmitted by consumers, and then analyze the real intentions of customers according to the specific background at that time.

2. Good memory

What do service personnel need to remember? There are two main aspects: first, service business knowledge, that is, work should be memorized, customers should ask questions and answer questions; Second, remember the information about customers, such as name, occupation, position, hobbies and even taboos, so as to provide targeted services to customers.

3. Communicative ability

Service is the communication between subject and object in various ways, and communication is the main way to realize service work. Service personnel should pay attention to: first, pay attention to the first impression given to customers; Secondly, we should have concise and fluent language expression ability, and at the same time have the ability to properly handle various contradictions; After that, it is also important to have the ability to attract customers, that is, to attract customers and promote customer consumption.

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