How to write the work plan of the greeter?

Work is a kind of beauty and a kind of happiness. When I offer a warm smile to the guest and hear the guest's thanks; when I pick up the sewing kit for the guest and tack on the fallen buttons, the guest smiles with satisfaction; when our service gets the guest's praise and praise for the hotel. .....My heart seems to be blowing through the spring breeze, warm and comfortable. Our work is a beautiful cause. We gain happiness at work, win respect from smiles, and experience life during internships.

(1) Internship Harvests

1. Improvement of service awareness

For service industries such as hotels, service quality is undoubtedly one of the core competitiveness of enterprises. First, it is the lifeline of an enterprise. A high level of service quality can not only leave a deep impression on customers and lay the foundation for them to visit again. It can also make customers feel honored and establish a good brand and image for the enterprise. Through the training organized by the hotel and the intensive exercises in the daily department, I have exercised my service awareness and developed a good habit of smiling when facing guests; I have learned to treat guests with standard etiquette and politeness; and I have understood the importance of learning foreign languages ??well.

2. Improvement of service level

After more than six months of hotel internship, we have a certain understanding of the basic business and operation of the hotel. Politeness is a comprehensive It is a concentrated reflection of quality, especially in hotels. You must dare to say hello to people. In the process of saying hello to people, you must also achieve three things: speaking well, seeing well, and being spiritual. No one can be missing. We must do our best to meet the guest's requirements. Even if there are some things that are not within the scope of our responsibilities, we must try our best to convey them to them. Even if some requests are unreasonable and cannot be fulfilled, we must reject them in a tactful tone and help him find other solutions. method. What impressed me the most was the service to the hotel’s Japanese guests (mostly from Honda, the hotel’s big customer). They usually don’t speak much English, so we have to guess from their actions and words. Whatever he wants to do and get it done quickly. For example: when a guest says AIRPORT in broken English, we must guess that he wants to go to the airport and ask us to arrange a free drop-off service. Next, we must provide them with a ride reservation form and accept his information before handing it over to the supervisor. The train is lined up.

(2) Internship experience

1. The hotel service industry is the window of social civilization

With the rapid development of social economy and the continuous improvement of people's living standards , the hotel industry has developed rapidly. Although hotels vary in size, grade, service level, and management quality, judging from the development status and economic benefits of the hotel industry in recent years, the larger the hotel, the higher the grade, and the better the service quality. The operating efficiency will be higher. Because with the development of the economy, people's moral quality and spiritual civilization are constantly improving. At the same time, the demand and requirements for this industry are also getting higher and higher. Therefore, the more high-end hotels are, the more guests they visit. This reflects that the hotel service industry has become an important window for social civilization.

2. Service quality is the core of hotel management

The hotel's service quality is the central task of the hotel's daily management. All employees must have quality awareness, and managers must establish service quality. concept. Only when the concept of quality is firmly rooted can quality truly be regarded as the lifeline of the enterprise in daily management. Service quality refers to the degree to which the services provided by the hotel adapt to and meet the needs of guests in terms of use value (including spiritual and material). It must have both material applicability, such as the quality of facilities and equipment, and the quality of dishes, as well as spiritual Applicability, such as good hotel atmosphere, service labor, employee mental state, etc. The higher the use value of the service is suitable for and meets the needs of guests, the better the service quality; on the contrary, the worse the service quality is. To improve service quality, it is necessary to improve the quality of service value. To improve hotel service quality, quality concept is the prerequisite.

In every corner of the hotel, there are courteous service staff, standardized operations, professional smiles, and humble demeanors, allowing guests to be influenced by etiquette culture all the time. Individuals in society are always affected by the people around them. As the saying goes, people are divided into groups. Etiquette culture not only improves the quality of hotel staff, but also beneficially affects guests, improving the quality and cultivation of the entire society. When guests arrive at a new place and check into a hotel, they are always eager to learn more about the local regional culture, customs, and landscape features.

Hotel people should be very familiar with this. A hotel is just a single building. Only in the context of the region can it have a rich heritage and cultural background. For out-of-town guests, they come here either for the scenic features of this place or for business purposes. Basically, they will not come here for a separate accommodation environment. Therefore, the hotel needs to have a function that can provide guests with as much convenience as possible by relying on the identity of the landlord. For example, introducing local tourism resources, such as providing directions for conducting business offices in the local area. In this way, the hotel truly becomes a window for communication between the place and the outside world. There is also something called "problem-solving culture", which is the ability to provide knowledge to help guests solve problems. The golden key culture is a typical example, which adds satisfaction and surprise, and completes impossible tasks.