Touching guests' service details (2)

23, room air conditioning temperature is too high or too low.

Flight attendants should take the initiative to adjust the air conditioner to normal temperature.

24. The guest has been drinking for a long time and is still drinking.

The waiter should take the initiative to ask the guests if they need to heat the dishes.

25. Guests bring their own fruits or melon seeds.

The waiter should take the initiative to prepare fruit bowls for the guests.

26. Elderly people with mobility difficulties eat.

Waiters should take the initiative to help the elderly.

27. The weather is cold, and the guests are ready to leave after eating.

The waiter should take the initiative to remind the guests: "Please put on your coat before going out. It's very cold or cold outside, so be careful to catch cold. "

28. Two guests in the private room entered the bathroom at the same time.

The waiter should be able to take another guest to the public toilet on the floor.

29. When guests eat crabs in the middle, there is not much seasoning.

The waiter should take the initiative to add seasoning for the guests.

30. There are water stains on the ground.

The waiter should clean up immediately to prevent the guests from falling.

3 1, the guest takes out a box of medicine from his bag.

The waiter should bring a cup of boiled water at once.

32. The guest stared at the food at the next table, curious.

The waiter should take the initiative to introduce the guests.

33. It's raining, and the guests are ready to leave after eating.

The usher or security guard should take the guests to the car with an umbrella.

34. The guests stared at the drinks at the bar.

The bartender should take the initiative to ask the guests and introduce them.

35. When the guest checks out at the bar, he looks at the front and back of the scorecard, and his eyes seem to be confused.

The bartender should take the initiative to introduce the details of the activity.

When I learned from the conversation that the guest's teeth had just been fixed.

The waiter should help the guests cut the food into small pieces, so as not to make the guests find it difficult to swallow.

37. When guests with long hair eat.

The waiter should hand the guest a rubber band or hairpin to prevent the guest's hair from falling into the food.

38. When you see a guest with glasses eating hot food.

The waiter should take the initiative to hand over the mirror cleaning cloth to avoid the hot air blurring the lens.

39. When you see the guest's mobile phone on the table.

The waiter should use a small plastic bag to help the guests install their mobile phones.

40. When you see a guest is pregnant.

The waiter can bring free hot milk to the guests.

4 1, a guest sneezes.

The waiter can tell the kitchen to make a bowl of ginger soup.

Service details that move guests II. The guest room is the main resting place for the guests, and the room attendant should undertake the daily service of the guests and have the most contact with them. The quality of room service directly reflects the overall management level of hotels. The reputation of hotels and guesthouses is mainly maintained by room attendants. Room attendants should pay attention to the following etiquette in their work:

(1) According to the regulations, dressing the should keep its clothes clean and tidy, and pay attention to personal hygiene. Don't wear expensive jewelry, don't wear heavy makeup and don't eat smelly food before going to work.

(2) The service is polite, enthusiastic, thoughtful and proactive. After receiving the reception task from the reception desk, you should make preparations in time. When you meet the guests, you should greet them with a smile and give a welcome speech: "Hello! Welcome! " Address guests politely according to their gender and status, such as "Sir, Madam, Miss, Your Excellency". When talking with guests, the word "please" should be put first, and "thank you" should be put last.

(3) When welcoming guests on holidays, pay special regards to them. Such as: "Happy New Year!" "Merry Christmas!" "Happy Thanksgiving!" "I wish you a happy holiday!" And so on. To the guests on their wedding honeymoon, we should say, "Welcome to our hotel and sincerely wish you a happy wedding!"

(4) Take the initiative to help the guests with their luggage, but if the guests refuse your help, don't be forced. Special care should be given to sick and disabled guests.

(5) Lead the guests to the door of the room, and ask the guests to go first after opening the door. For guests who don't know much about how to use room equipment, they should be politely introduced in detail; Inform the guests politely whether the drinks in the refrigerator are charged or not; Briefly introduce hotel facilities, such as restaurants, bars and beauty salons, to help guests adapt to the environment. If the guests have no other needs, they should leave the room immediately, so as not to affect the rest of the guests.

(6) Send a cake to congratulate the guests on their birthdays. If the guest is unwell, he should take the initiative to ask if he needs to see a doctor. They can say, "Please take care. Do you want me to call a doctor?"

(7) Try to meet the legitimate requirements of the guests. If the guest wants to eat in the room, he should inform the food and beverage department in time, and handle the food with care when it is delivered to the room. Send mails, newspapers and magazines to guests in time; Change towels, soap, etc. Often; Wash and iron clothes for guests in time, and don't forget or make mistakes; If the equipment in the room is damaged, it should be repaired in time. If it can't be solved at the moment, explain the reason, apologize and ask for forgiveness.

(8) When you meet a guest at ordinary times, you should take the initiative to say hello, and you can't turn a blind eye. When you meet a guest, you should nod your head and give way actively. You can't walk with the guest. If you have something urgent to overtake the guests ahead, you should apologize first and then speed up the overtaking.

(9) Before cleaning the guest room, you should gently knock on the door and get the consent of the guests before entering. When cleaning the guest room, don't turn over the guest's belongings at will. If you need to move them during cleaning, you should put them back in place after cleaning. When cleaning the guest room, guests should not peek or disturb if they are working, reading and receiving visitors in the room.

(10) When you need to enter the guest room to talk with the guests, you should be brief and to the point without delay. When a guest calls the guest room, the door should be half closed. If a guest asks you to sit down, you should politely refuse. When there is a "Do Not Disturb" sign on the door, you can't break in without authorization.

(1 1) Apologize for the cups and plates that were accidentally broken at work and clean them up; If the guest accidentally damages the consumables, he should immediately comfort and replace them, and can't show boredom and blame.

(12) You can't take advantage of your work to inquire about personal information of the guests, such as age, income, marital status, etc. You can't ask the guests for anything, and you can't take what the guests throw away.

(13) Don't get together with other waiters to discuss the appearance, physical defects and behavior habits of the guests, and don't give them nicknames. Keep quiet at work and don't talk loudly or laugh with others. Can't run in the corridor, causing tension. Speak softly at work at night, so as not to affect the rest of the guests.

(14) Don't interrupt or interfere in other ways when guests are talking. You can't ask for remuneration in front of guests and visiting friends. At work, if guests get in the way, they should be polite and ask for help.

(15) If you make mistakes in your work, you should take the initiative to apologize sincerely, and you can't argue irrationally and pass the buck. Listen to the guest's complaints patiently, accept them humbly and correct them immediately. Don't argue with the guests even if it's their fault. After the guests calm down, explain tactfully, eliminate misunderstandings and gain understanding. We should provide warm and thoughtful service to the guests who have complained, and we can't ignore them.