What do you need to pay attention to in order to manage a hotel well?

1. Don’t ignore every potential guest. Don't let every guest come to the hotel, even if he only wants a plate of vegetables or a bowl of noodles.

2. Communicate with guests. When communicating with guests, you should pay attention to your speaking skills and avoid blunt and cliche words; you should carefully figure out how to say what you want to say on different occasions and at different times.

3. There is no shortcut to high-quality service. The key lies in on-site management and continuous training. On-site management is reflected in on-site supervision and mobile management; continuous training mainly means that employees need to continuously learn, improve and update knowledge, and conduct frequent simulation exercises. Appraisals must also be kept up, so that employees will have pressure and motivation.

4. When you see a guest in any place in the hotel, you should smile and say hello to the guest. When the waiter encounters the guest during the course of passing the food, he should do this: stop once, give way, and say hello three times! The bartender and cashier should smile and say hello to the guests who come to the bar!

5. During the peak period of customer arrival, when the greeter at the gate is too busy, the waitress on duty who has not yet arrived should go to the gate platform to assist the greeter in welcoming the guests.

6. The waiter must understand the priorities when serving guests: first help the guest to pull up the chair and give up the seat. After the guest is seated, first pour tea and wine; then remove excess tableware and chairs (except for adding tableware and chairs) etc. During the service process, the waiter is never allowed to leave his post for more than 3 minutes (including delivering orders, getting drinks, paying bills, etc.)

7. The waiter on duty should face the dining guests; do not turn his back to the guests. Or leaning on the pillar bar, etc., you must always pay attention to the dining status of the guests and provide services to the guests anytime and anywhere; pour drinks/tea frequently, change bone plates and ashtrays frequently, clean the table frequently, order dishes in time, light cigarettes for guests in time, etc. Try to prevent guests from pouring tea, wine, serving soup, lighting cigarettes, etc. If the guest does not smoke, the ashtray on the table can be removed to make the table more spacious, and the tea cup can be removed after pouring the wine.

8. The lobby attendants should frequently patrol the tables and provide services to guests in a timely manner; they should avoid standing in a daze and not serving guests; guests should not be allowed to sit down for more than 30 seconds without being attended to or ignored. tea and the phenomenon of guests calling for waiters.

9. The private room waiter must enter the private room during the meal (unless the guest specifically requests an exception).

10. The waiters should use trays when passing dishes and changing bone plates and ashtrays for guests. 31. When ordering dishes for guests, the ordering staff should introduce the different characteristics of different cooking methods of each seafood to the guests for comparison and reference.

11. When the serving speed is slow and the guests have to wait for a long time before the dishes are served, the waiter should say to the guests after naming the dishes, "Sir (Miss), I'm sorry for keeping you waiting." "Please use it slowly."

12. When serving dishes to guests, you should announce the names of the dishes; the voice should be moderate and sweet; and should not be weak.

13. When pouring tea or wine for guests, say: "Please take your time"

14. Waiters should pay attention to their words when talking to guests or introducing them to guests. Pace: not too fast! Avoid dull, cold, and smileless facial expressions; stiff and boring speech evidence.

15. When guests check out and leave, they should be sent to the gate and handed over to the greeter. When seeing guests off, be good at communicating with them: ask for their opinions on service, dishes, environment, personality, etc. while walking.

16. There is a full-time receptionist in the hall to ensure that the on-duty attendants are not absent and avoid creating a vacuum. When the waiter on duty leaves the guest to go to the bar to get drinks or pay the bill, or otherwise, be sure to ask the nearby waiter to help look after the guest and provide service.

17. For important guests or private rooms with a large number of people, 2-3 waiters (preferably led by the foreman or above) should be sent to serve, 1-2 people pour wine, and 1 person serves or delivers food.

18. For guests with poor quality, waiters should not argue rashly with them. If they cannot tolerate it, they can ask the supervisor to change positions.

19. Correct any bad things you see (such as crooked countertops, broken tableware, garbage on the floor, etc.).

20. Waiters should pay attention to the use of body language (eyes, gestures, etc.) between guests and colleagues during the service process.

21. When inspecting before a meal, pay attention to every detail: whether the table is set up properly, whether the tableware is broken, whether the chairs are dirty, etc.

22. Tips for greeters to lead guests to the table: Seating in a scattered manner will make it seem like there are more people in the hall. At the same time, each waiter has a table, which will not cause one waiter to be busy and other waiters to be idle. .

23. Waiter listing service: Post the photos and information of the on-duty waiter in a conspicuous place in the lobby for guests to supervise; new employees must be assigned a master to guide them step by step.

24. Put pressure on employees in a timely manner, combine the waiter’s salary with performance, reward the good and punish the bad, and the more you work, the more you get.

25. Waiters should keep the guests’ hobbies and habits in mind.

26. Hold a gap-finding summary work meeting every week (everyone talks about the shortcomings of their work and what they learned this week)

27. Managers must be good at identifying problems and problem solving.

28. Managers should also pay attention to the tone and attitude when talking to employees; avoid harshness, scolding, and less reprimands. 29. Don’t ignore every potential customer. Don't let every guest come to the hotel, even if he only wants a plate of vegetables or a bowl of noodles.

30. Communicate with guests. When communicating with guests, you should pay attention to your speaking skills and avoid blunt and cliche words; you should carefully figure out how to say what you want to say on different occasions and at different times.

31. There is no shortcut to high-quality service. The key lies in on-site management and continuous training. On-site management is reflected in on-site supervision and mobile management; continuous training mainly means that employees need to continuously learn, improve and update knowledge, and conduct frequent simulation exercises. Appraisals must also be kept up, so that employees will have pressure and motivation.

32. In any place in the hotel, when you see a guest, you should smile and say hello to the guest. When the waiter encounters the guest during the process of passing the food, he should do this: stop once, give way, and say hello three times! The bartender and cashier should smile and say hello to the customers who come to the bar!

33. When the greeter at the gate is too busy during the peak period, the female waitress on duty who has not yet arrived should go to the platform at the gate to assist the greeter in welcoming the guests.

34. The waiter should grasp the priorities when serving the guests: first help the guests to pull out their chairs and give up their seats. After the guests are seated, they should first pour tea and wine; then remove the excess tableware and chairs (exception is to add tableware and chairs) etc. During the service process, the waiter is never allowed to be away from work for more than 3 minutes (including delivering orders, getting drinks, paying bills, etc.)