Kneel for PPT (about hotel services or benefits, execution, etc. ) About 15 minutes! Something simple. It is urgent.

I found a few, and a few ppt, which have been sent.

1. Language ability: Language is an important tool and way for waiters and guests to establish a good relationship and leave a deep impression. Language is the material shell of thinking, which embodies the spiritual cultivation, temperament and attitude of waiters. The two most important aspects that guests can feel are the words and deeds of the waiter.

When expressing, the waiter should pay attention to the natural fluency and affability of his tone, keep the speed constant, and always remain calm and polite. Words expressing respect and modesty can often ease the tone, such as "you, please, I'm sorry, if you can". In addition, the waiter should also pay attention to the timing and object of expression, that is, to express appropriately according to different occasions and different identities of guests.

When people talk about it, they often ignore another important part of language-body language. According to the research of related scholars, body language plays a very important role in the expression of content. When using language, the waiter should use body language appropriately, such as using appropriate gestures and actions, in conjunction with oral expression language, to create an expression atmosphere that is easy for guests to accept and satisfy.

2. Communicative ability: Hotels are places where many interpersonal relationships take place. Every waiter will have extensive contact with colleagues, superiors and subordinates, especially a large number of guests every day, and will have various service-based interactive relationships with guests. Handling these relationships well will make guests feel respected, valued and treated well. The acquisition of this feeling will play an inestimable role in the sustained prosperity of business and the promotion and dissemination of corporate brands. Good communication skills are an important basis for waiters to achieve these goals.

3. Observation ability: There are three kinds of services provided by service personnel for guests. The first is the service demand that the guests have made clear. As long as they have skilled service skills, it is generally easier to do this well. The second is the regular service, that is, the service that should be provided to guests without reminding. For example, when a guest sits down to eat in a restaurant, the waiter should quickly pour tea for the guest and put away paper towels or towels; In the lobby, as long as a guest with a lot of luggage comes in, the waiter will come forward to help. The third is the potential service demand that the guests have not thought of, thought of or are considering.

Being good at seeing through the potential needs of guests at a glance is the most valuable service skill for waiters. This requires waiters to have keen observation ability and turn this potential demand into timely and practical service. And providing this service is the most valuable part of all services. The first service is passive, the latter two services are active, and the provision of potential services emphasizes the initiative of waiters. The essence of observation ability is to be good at thinking about the guests' thoughts and deliver the service in time and properly before the guests speak.

Hotel service pays attention to understanding the needs of guests and meeting their urgent needs. The service staff listened and watched, and provided the service as quickly as possible before the guest said his request, so the guest must be very satisfied with the waiter. This is what is often said in the service.

When the banquet atmosphere was warm and the guests spoke louder and louder, the waiter quietly turned down the volume of the background music. In the box, after three rounds of wine and five flavors, the waiter quietly turned up the air conditioner when the guest's belt was getting wider and wider, and so on, so that the guests could feel the meticulous and thoughtful service of the restaurant.

When the guest's face is gaunt, the receptionist will promptly inform the assistant manager of the lobby to provide corresponding services; Seeing the guest walking towards the elevator, the waiter stepped forward, lit the elevator switch for the guest and greeted the guest with a smile. Wipe the guest's shoes when he goes out to clean the room. When a guest has a meeting in the conference room, the pen suddenly runs out of water, and a pen will be handed from him in time. All these will make guests feel at home.

Although "observing words and observing colors" in daily service work has produced good results, it is often spontaneous, unsystematic and non-institutionalized. For example, the hotel takes measures to encourage training, collect and sort out, standardize the system, and reward training. , thus making it a conscious action of employees, which will promote the improvement of overall service quality.

(1) Encourage training: The hotel should train the waiters who are outstanding in their work and well received by the guests, so that their service awareness and quality can be improved to a higher level, based on their posts, and strive for first-class service.

(2) Collection: Hotel managers should strengthen on-site management in their daily work, find various typical cases of "observing words and observing colors" from front-line services, collect and sort them out, form words and publicize them widely.

(3) System specification: the typical cases summarized are extended to the front-line work, and have been tested by practice. In practice, it is constantly supplemented and improved, thus forming systematic and standardized materials, which can be used as standards to measure service quality and make fuzzy management transition to quantitative management.

In this way, the hotel can turn the individual behavior of "observing words and observing colors" into conscious group behavior in management, and also promote the improvement of the overall management level. Excellent waiters often have the characteristics of strong consciousness, strong sense of responsibility and strong discipline, which can bring a large number of repeat customers and long-term guests to enterprises. These employees are the backbone of the enterprise, and they must be the object of competition from other hotels. Therefore, it is very important to enhance the cohesion and centripetal force of enterprises in areas with high turnover rate.

4. Memory ability: During the service, guests often ask the waiter some questions such as hotel service items, star rating, service facilities, prices of special dishes, tobacco, alcohol, tea and snacks, or urban transportation and tourism. At this time, the waiter will become the "walking dictionary" and "compass" of the guests with his usual experience or purposeful accumulation, so that the guests can know all kinds of information they need in real time, which is not only a service.

Waiters often encounter substantial delays in service that guests need. That is, guests will have some matters entrusted to the waiter, or need some drinks and refreshments when eating. There is a long or short time difference between the presentation and provision of these services. At this time, the hotel waiter needs to firmly remember the service requested by the guests and provide it accurately at a later time. If the service requested by the guests is forced to be delayed or simply forgotten, it will have a bad influence on the image of the hotel.

5. adaptability: emergencies in service are not uncommon. When dealing with such incidents, waiters should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put themselves in the guest's shoes and make appropriate concessions. Especially in the case of the waiter, we should dare to admit our mistakes and apologize and compensate the guests immediately. Generally speaking, the guest's mood is a mirror of the service provided by the waiter. When there is a contradiction, the waiter should first consider whether the fault is on his own side.

6. Marketing ability: A waiter should not only complete his own work according to the working procedure, but also actively introduce other services to the guests and sell them. This is not only an important way to fully tap the utilization potential of service space, but also the need to reflect the waiter's sense of ownership and actively provide services for guests.

Although all the service departments of the hotel have specialized personnel for marketing, their main responsibility is external marketing, and internal marketing needs the waiters of all positions to do it together. Only when all the staff are concerned about the marketing of the hotel and feel the sense of market everywhere can we seize every opportunity to do a good job in the internal marketing of the guests. This requires the waiter not to wait for the request of the guests to provide services, but to be good at seizing the opportunity to sell the hotel's various service products and facilities to the guests and fully tap the consumption potential of the guests. Therefore, waiters should have a comprehensive understanding of various services and be good at observing and analyzing customers' consumption needs and psychology, so as to fully understand and sell products when customers are interested.