Qualities that hotel waiters need to possess and how to manage them

1. Communicative skills (language is crucial) Language, especially service language, is the basic condition for completing various tasks and providing the best service, and is an indispensable medium for emotional services. Beautiful language will satisfy the guests and gain a higher reputation for the company. Therefore, language communication is the first job element that every waiter should possess. 2. The appearance of the waiter. An excellent waiter must be neatly dressed, generous, smile, and proactively greet guests. Whether the waiter's behavior is elegant and standardized not only reflects his or her personality, cultivation and cultural quality, but also reflects the management level of an enterprise. Behavior includes: 1) Expression: Silent language, moderate expression can bring kindness and warmth to guests. 2) Standing posture: The basic skills of a waiter: keep your mouth slightly closed, smile, don’t lean on anything else, and be dignified. 3) Walking: Walking should be rhythmic. Don’t shake your shoulders or shake your head. Walk naturally and dignifiedly. Don’t hook up your arms when walking side by side. 4) Waiters should keep to the right when walking. 5) Gestures are the most expressive body posture. 3. Service skills and responsibilities The best service should be provided throughout the entire period from when a guest enters the hotel to when the guest leaves and checks out. Therefore, every waiter must master his or her service procedures and standards and have certain service skills. Service skills include: professional knowledge, service procedures, and service standards. 4. Service Psychology Behavioral psychologists believe that human behavior is essentially an activity that satisfies needs. The best service work is to understand the customer's psychology: 1) Understand the customer's first words, 2) Take the initiative to understand and positively influence the customer, 3) Gain the respect and trust of the customer, 4) Be enthusiastic, cordial and kind to all customers , Be civilized and polite. 5. Adaptability of waiters Adaptability is a special service skill and quality that waiters should possess. Emergency handling principles: 1. The principle of guest first 2. The principle of service first 3. AIDA principle: (four golden keys to meet guest requirements) The AIDA principle consists of ATTRACTION (attraction, attraction), INTEREST (interest), DESIRE? TO? ACT (desire to act) and ACTION (behavior) are composed of the first letters of four English words. 4. The principle of reasonableness and possibility