What kind of abilities and qualities do hotel employees have?

Grass-roots managers should first master the practical knowledge and operational skills of their own teams or departments. Familiar with hotel management process, familiar with hotel business knowledge, with a high level of knowledge. Advanced professional knowledge: understanding of the work, system and operation process of hotel departments, theoretical knowledge and practical knowledge of hotel management;

Second, the quality of professional skills:

As a production manager, you should be very familiar with production technology and workflow, and know which actions or processes have any impact on the quality or effectiveness of production. .

Third, the business is skilled, careful and never negligent.

Familiar with the business knowledge of hotel front office, guest room, catering, recreation and other departments; Have the management and basic service ability of hotel lobby, guest room, catering, recreation, exhibition and so on; Strong computer operation, written expression, interpersonal communication skills and certain professional foreign language expression skills. Hotel management is a comprehensive specialty, and its managers should have corresponding solid basic theoretical foundation, fair knowledge structure, rich work experience, strong professional consciousness, extensive knowledge and outstanding talents.

Fourth, the management quality:

As a manager, you must be familiar with basic management knowledge such as management planning, organization, coordination and control, business management knowledge such as marketing, procurement negotiation, research and development, service, production, quality, finance, human resources and information construction, and also know about industry and trade. Can skillfully use the skills of enterprise management such as planning, organization, guidance, encouragement, communication, innovation, crisis management and collaborative team.

Verb (abbreviation of verb) service consciousness

Service consciousness is the symbol of hotel staff's quality and the key to hotel software construction. The so-called hotel service consciousness means that as soon as hotel employees enter the working state, they will naturally have a strong desire to provide quality services to their guests, and take meeting the needs of their guests as their greatest happiness. What the guest thinks, the waiter has thought, and what the guest didn't expect, the waiter also thought for him. On rainy days, the front office staff will spontaneously set up anti-skid signs to remind guests that the road is slippery; When seeing the guests with mobility difficulties, the bellman will automatically push out the disabled car, and the receptionist will allocate rooms near the elevator for the guests; When the room attendant finds that the guests have folded the pillows when tidying up the room, he will think whether the pillows are too low and uncomfortable, so he will add an extra one to the guests, and so on. These small and meticulous services come from the sincerity of the hotel staff to serve the guests, so that the guests can feel the care of the hotel. This is the sense of service, which can make guests and waiters feel a sense of satisfaction that they have no choice but to express in words. The service consciousness of hotel staff not only reflects the original service to guests, but also reflects the cooperation between colleagues. The hotel is a United and cooperative whole, and the excellent service comes from the harmonious cooperation of all parts. Every employee should pay attention to cooperation and team spirit, cultivate well-coordinated interpersonal relationships, cooperate with each other enthusiastically and actively, serve each other and cooperate with each other, so that things can work happily in a friendly and harmonious environment, provide the best service for guests and invent the best benefits for hotels.

Six, the level of knowledge and adaptability

A hotel is a place to serve guests. Guests come from different environments and classes, and their requirements naturally have their own characteristics. Therefore, a 100% standardized service may not satisfy the guests 100%. Knowing only simple skill operation may not provide quality service. Quality service has a deeper connotation. It is a combination of skilled technical operation and unique personalized service, and personalized service depends on the mobile service and adaptability of waiters. Adaptability is the result of the accumulation of knowledge and lessons, and it is the guarantee to meet the needs of different guests and turn the corner in service. Hotel service personnel can better meet the requirements of guests only if they have more comprehensive and rich common sense and foreign language level. The word "no" is prohibited in hotel service. How can we talk about quality service if we don't understand the interrogation of guests? Therefore, hotel service personnel should always learn, empty themselves, and use their knowledge and wisdom to win the satisfaction of guests.

Seven, good management consciousness and coordination and command ability.

We should be good at thinking, communicating and communicating, and urge and lead employees to fulfill their reception obligations as designated. A good supervisor realizes this management function through continuous inspection. Supervisors must be good at interpersonal relationships and have the ability to deal with emergencies and solve emergencies in daily business. Field work is closely related to various departments, and the supervisor must have strong horizontal communication and coordination skills.

Eight, we must have a spirit of struggle.

Nine, to set an example, have good character and professional ethics.

Lead by example-first of all, grass-roots managers should always lead by example in their work, from the implementation of hotel rules and regulations to gfd, words and deeds, work attitude and other aspects, and be the leaders of employees.

Ten, to have plenty of energy and a healthy body.

Full of vigor, enterprising spirit, creative thinking and highly responsible enterprising spirit, future hotel managers need to be full of spirit, love their work, devote themselves to their careers, dare to face challenges and give full play to their initiative. At the same time, we should be good at studying and studying, firmly establish the viewpoint of commodity market, establish the concept of service, benefit and system, have the open consciousness and the quality of ancient managers, be able to adapt to the needs of market economy and be full of personality charm. In order to form the grand cohesion and upward energy of the enterprise, hotel managers in important positions should have excellent qualities, such as frankness, fairness, self-discipline, humility, sympathy, solidarity with others, calm and gentle attitude and optimistic and cheerful personality.