How to become a qualified and excellent employee

Hilton, a hotel giant, said the basic requirements for being a qualified hotel employee. 1. Hotel staff should have a correct understanding and attitude towards service. 1. Fully understand the significance of quality service and cultivate a good sense of service. For hotels, management is the premise, management is the key and service is the pillar. Hotel is a service industry, which mainly depends on receiving customers and providing them with multi-functional services, so that customers feel cordial, comfortable, convenient and safe, and have a feeling of "feeling at home", so that customers will patronize for many times and send "wealth" to the hotel continuously. Therefore, customers are financial resources and customers are "God of Wealth". From this perspective, the customer is the real "boss" of the hotel, and "customer first" is the purpose that the hotel must follow. "Customer first" is embodied in the service work of employees, forming a sense of service. In customer service, employees should take customers as the core, take meeting customers' needs as the standard, and always be ready to provide quality service for customers. We should provide services according to the specifications, pay attention to the guests' manners, observe their expressions, analyze their service needs, and meet their potential needs in time. Remember, every time a guest calls, it's not trouble, but an opportunity to serve you. We should be good at seizing this opportunity, providing services that satisfy our guests and forming a good sense of service. 2. Treat service and cleaning work correctly and cultivate dedication. Service and cleaning are indispensable and important tasks for hotels. Some employees have incorrect ideas and views on this. They think that service work is to serve people. "People sit and I stand, people eat and I watch, and people play and I do." It is believed that all day cleaning, handling mops, rags, dishes, etc. Taking cleaning as trivial and boring repetitive work affects the quality of service. We should realize that service is the essence of hotel work, and engaging in service and cleaning work in hotels is only the difference of social division of labor, and there is no distinction between high and low. I work as a waiter and cleaner in a hotel, and I am also a customer when I go to consumption places outside the workplace. As the saying goes, everyone is for me and I am for everyone. Service and cleaning work is a highly knowledgeable and professional work with high requirements. Employees are required to have certain knowledge and skills, psychological knowledge and language skills, business knowledge and operational skills, otherwise they will offend customers intentionally or unintentionally, fail to meet customers' multi-level needs quickly and efficiently, and cause customers' dissatisfaction. Therefore, service is a very knowledgeable and professional job. Therefore, hotel service, like other jobs, is a socialized, knowledgeable and professional job. Recognizing this, hotel employees have no reason to despise their work, and being happy and dedicated is the correct working attitude. Third, multi-level requirements can be realized through service work. On the one hand, they have a certain income to meet their basic needs, on the other hand, they have a foundation for high-level development. Dealing with customers and colleagues, accumulating work experience, cultivating interpersonal skills, broadening horizons, enriching knowledge and increasing talents have laid a foundation for future development, so hotel service is a job worth cherishing. Fourth, be strict with yourself and strive to do a good job in service. Hotel staff should have a strong sense of responsibility. As an employee and a member of the hotel, in his post, he not only represents himself, but also represents the hotel and its quality and image. The hotel cannot be damaged because of me. Let the guests praise the hotel through my excellent service. 2. According to the hotel's service procedures, norms and standards, and according to the needs of guests, provide services proactively, positively, enthusiastically, patiently, thoughtfully and efficiently. (1) Serve customers, pay attention to manners and observe professional ethics. (2) handle problems flexibly. If you can't handle it yourself, you should report it to the next higher level leader for handling. We should realize that hotel services are no small matter, and some seemingly unimportant things may be very important to our guests and may affect their evaluation of our hotel. So we must take a serious attitude and do everything well. 3. The service of the hotel is accomplished through the cooperation between departments. Employees should strengthen cooperation. When a guest asks for service, don't push the guest because of something that doesn't belong to him. Colleagues should respect each other, get along well, help each other, cooperate with each other and unite and cooperate. 4. Abide by the rules and regulations of the hotel, make the hotel operate normally and ensure the quality service. 5. Love, do, and specialize in one line. First of all, we should adhere to on-the-job learning, study the characteristics of various customers, summarize the service rules, learn from the experience of other employees and improve the service level. Secondly, we should persist in amateur study, constantly learn theories to enrich ourselves and improve our professional level. Lay a foundation for yourself to develop to a higher level. 6, consciously maintain the image of the hotel, you should know that the reputation of the tree is a thousand days, you should know the truth of the hotel service product I0- 1=0. We should establish and spread the good image of the hotel through our own words and deeds, and take establishing and maintaining the image of the hotel as the basic principle of serving the guests. Second, the necessary knowledge 1, familiar with the basic situation of the hotel (1) must be familiar with the hotel's administrative affiliation, brief history of development, major memorabilia, star rating and current operating characteristics. (2) You must be familiar with the station names of several major stations near the hotel, which cars pass by, which places mainly lead to the urban area and which major places pass by. Distance and mode of transportation from hotel to railway station, airport and wharf. (3) Must be familiar with the distribution and main functions of the business premises in the hotel. (4) You must be familiar with the service facilities, features of service items, location of business premises, business hours and contact telephone numbers in the hotel. (5) Must be familiar with the names of senior managers such as the general manager, party secretary and assistant to the general manager of the hotel. (6) Must be familiar with the main functions, scope of work, manager's name, office location, telephone number, main subordinate departments and what their main jobs are. (7) Must be familiar with the hotel's service tenet, service style and enterprise spirit. (8) You must be familiar with the store flag, store song and store emblem of the hotel. 2. Understand the relevant regulations, standards and requirements of this position (1) Employees must understand the tasks and work nature of this department, whether it is service, maintenance or guarantee. Understand the scope of work, job responsibilities and main work contents of this position. (2) Employees should be familiar with the terms and basic concepts frequently used in their posts. The objects, items, contents, filling requirements, usage methods and relevant regulations of forms and bills used in this position. (3) Employees should be familiar with the relevant systems and regulations of the hotel and the department, such as courtesy, discipline, safety, hygiene, financial management system, rewards and punishments, and relevant regulations of the administrative departments of public security, fire protection, epidemic prevention, taxation and other industries. (4) Employees should be familiar with the specifications and standards, quality and quantity requirements, service attitude, service procedures, basic service working methods and operation methods of each job (or service), and should know three things about tools and machinery used, namely, principle, performance and use; Third meeting, can use, can maintain simply, can maintain daily. Familiar with the performance, specifications, uses and precautions of various materials and raw materials used in the work. Iii. Employee competency requirements 1. Good memory is very important for doing a good job in service. It can help the waiter to recall all the knowledge and skills needed in the service environment in time, such as service standards, current situation, passenger information and so on. Well-trained waiters can not only accurately grasp the differences of customs and habits of various customers, but also memorize other business knowledge that customers need daily, which is the intellectual basis for waiters to do a good job in quality service. For example, it is very important to remember the names of permanent guests. Remembering their names, greeting them with their surnames and providing targeted services according to their needs will make guests feel more cordial and deepen their good impression of the hotel. To strengthen memory: (1) define the memory goal; (2) concentrate and try to understand memory; (3) reuse; (4) Pay attention to scientific memory methods. 2. Have good observation. The most admired ability of a waiter is to be able to see through the needs that the guests are most interested in and provide corresponding services according to the actual situation. The premise of achieving this good effect is that the waiter can understand the psychological activities of the guests through their external performance. This ability is the observation of the waiter. An observant waiter can find some inconspicuous and special psychological motives by observing the guests' eyes, expressions, speeches and manners in daily reception, so as to use various service psychological strategies and flexible reception methods to meet the consumption needs of the guests and put the service work before the guests speak. 3. Strong communication skills Communication skills are the skills of waiters to use various talents for interpersonal communication. From the moment the guests step into the store door, the waiter will try his best to make them become repeat customers of the hotel. The communicative competence of waiters is very important. According to the requirements of modern service work, a waiter should become an "orator" to attract guests and a "service engineer" to induce guests to spend. How can waiters improve and demonstrate their communicative competence? (1) Pay attention to the first impression of the guests. Let the guests arrive, smile, respect, tea and incense towels. (2) Have simple and fluent language skills. First of all, you should accurately express what you want to express, be concise, clear, coherent, well-founded, well-organized and well-organized Secondly, we should pay attention to wording and choose appropriate expressions. We should not only have necessary gestures and actions, but also use expressions to help us speak. (3) We should have the adaptability to properly handle various contradictions. A. The waiter is the representative of the hotel, but he should also put himself in the position of the guest to consider the problem, that is, he should always think about whether I am a guest or not; B. The personal face of the waiter is easy to recover, but not everyone can recover the lost reputation of the hotel, and maintaining the reputation of the hotel should be the first; C. except for a few cases, the attitude of the guest to the waiter is often a mirror of the attitude of the waiter to the guest. When dealing with the general contradiction with the guests, the waiter should insist on: a. objectively consider the interests of the guests and make some necessary concessions appropriately; B. Find out the motives of the guests and guide them in good faith; C. the restraint and courtesy of the waiter is the "fire extinguishing agent" to put out the resentment of the guests. (4) Have the ability to attract guests. Waiters should have the ability to get along well with guests, make efforts to meet and induce guests' needs, have tactics to encourage guests to take the initiative to trade, and have strategies to facilitate guests to visit our store again. Fourth, having the will and demanding the will is a psychological process in which people consciously overcome difficulties to achieve their predetermined goals. The will qualities that a waiter should possess include the following four aspects: 1. Consciousness is to strengthen active service. Active service is not only the embodiment of the hotel guests' popularity, but also the comprehensive performance of a waiter's professional level and personal ability and quality. What is active service? Active service means that waiters should master the general rules of service work, be good at observing and analyzing the psychological characteristics of guests, know how to understand the needs of guests from their appearance and behavior, and serve the guests before they speak. The key to active service is to have a high degree of work enthusiasm and a strong sense of service. 2. Self-control Self-control is a constraint and control on personal feelings and behaviors. A waiter with strong self-control is good at controlling his emotions, restraining his emotions and restraining his behavior. No matter what happens, you can be calm, be good at using your own words, be measured and not be rude to others. In the process of daily service, unpleasant things often happen because the psychology of waiters is influenced by various subjective and objective factors. In this case, it depends on the strength of the waiter's self-control whether to vent his anger on the guests or to exert his will to consciously control, adjust and even transform his emotions. Good self-control can achieve "reasonable compromise" and deepen the guests' understanding of the waiter. To strengthen self-control and overcome impulsiveness, we should pay attention to the following aspects: (1) When you are in a bad mood, don't vent your emotions on the guests. Every waiter is a real, flesh-and-blood and emotional person, who will encounter unhappy or sad things, and even show them in expression, action and language. But in the process of service work, can you "show your emotions"? I can't. Because guests pay for enjoyment, they are the "emperor" of the hotel, not the "doormat", so waiters should be good at controlling their emotions, do a good job of self-regulation, and don't vent their emotions on the guests, and don't vent their dissatisfaction or resentment on their work, such as serving food vigorously or cleaning up the dishes and chopsticks, which are very easy to be found and dissatisfied by the guests. Moreover, if you are so expressionless that you ignore the guest's inquiry, it is easy to cause the guest's misunderstanding, and the guest will think that you are unwilling to serve him. In the service, always ask yourself if you smile, control yourself not to bring unhappiness to the guests, and serve politely. (2) When guests criticize our work, which will embarrass us, we should treat it calmly. When guests ask us politely in private, we find it easy to accept, but when guests are harsh and harsh on us in public, we often feel embarrassed. In this case, we should first calm down and not rush to argue with it. If it is really our problem, we should apologize and correct it immediately. If it is the misunderstanding of the guests, we should explain it patiently and carefully at the appropriate time to win the understanding of the guests. If the guests deliberately make things difficult, we should also be polite and humble; If it still can't be solved, it will be reflected to the superior and solved by the superior. At the same time, we should believe that most of the guests' criticisms of the hotel are out of love and trust for the hotel and are well-intentioned. We should accept it with an open mind, and we must not be tit-for-tat, so that contradictions will intensify and get out of hand. If the guests are unreasonable, they will be dealt with by the leaders. (3) When guests are impolite to us, we must keep a high degree of restraint. Don't strike back at each other, don't quarrel and abuse with guests, be polite, helpful and restrained. A.being polite means being humiliated rather than angry. B. favorable, that is, moving with emotion and understanding with reason. C. be polite. After all, guests are guests. After the incident, we should still serve warmly, and we should not handle it casually because the guests are at fault. (4) Pay attention to service attitude and work efficiency when there are many guests and heavy workload. Be polite to the guests. Don't think our guests are cold, rude and impatient just because they want something from us. When the guests want something from us, we can't be enthusiastic. Only when we want something from the guests can we be enthusiastic. B. Improve work efficiency, achieve "answer one, answer two, take care of three" and receive every guest well. (5) When there are few guests and less workload, we should pay attention to strengthening self-discipline. Hotel management has peak season and low season, and daily operation has peak season and leisure time. At this time, waiters often relax their demands on themselves, resulting in problems that they don't have when they are nervous at work, such as chatting together, not paying attention to their behavior, and even complaining and complaining. Therefore, it is often easier to test the will of waiters in their spare time. (6) control the excessive expansion of selfish desires, and don't do things that have been missed. It is normal for people to have selfish desires, but they must pursue them within a reasonable, reasonable and legal range. (7) Treat colleagues and superiors calmly, and be patient and calm when encountering contradictions or disputes. Put forward and solve it in an appropriate way. (8) In daily work and life, treat guests politely and observe discipline. Politeness and discipline are the requirements of words and deeds in our daily work and life, especially in service work. Being polite is also a disciplinary requirement, which should be strictly observed and implemented. 3, strengthen persistence, temper tenacity Persistence means that people can persevere to achieve their goals, and persistence is also called perseverance. Resilience is an enduring will to resist external obstacles. Persistence and tenacity should run through the whole process of service work. (1) To overcome the fear of difficulties and build up confidence, the key at this stage is to build up confidence, cultivate one's tenacity, believe that "others can do it well, and one can do it well", "persistence is victory", and at the same time pay attention to learning more, observing more, constantly overcoming external difficulties, and making oneself enter the "role" as soon as possible. (2) After adaptation, we should pay attention to overcoming the feeling of relaxation and boredom and cultivate work interest. Because employees are familiar with the work and environment, their nervous nerves begin to relax, especially in the contact with old employees, they learn the strengths of old employees and know the working methods, including some tricks, which also makes them change from new employees to old employees. At this stage, employees tend to relax their requirements, especially doing the same job every day, which is not fresh, routine and bored. At this time, employees should be tenacious and constantly look for and find fun in their work. Only in this way can they do their work better. (3) Do a good job from beginning to end.