Matters needing attention in hotel management (2)

22. Communicate with guests. Pay attention to speaking skills when communicating with guests, and put an end to stubbornness and rhetoric; Try to figure out what to say on different occasions and at different times.

23. There are no shortcuts to quality service. The key lies in on-site management and continuous training. On-site management is embodied in on-site supervision and walking management; Uninterrupted training mainly means that employees need to constantly learn, improve and update their knowledge, and often conduct simulation drills. Evaluation should also keep up, so that employees will have pressure and motivation.

Anywhere in the hotel, when you see the guests, you should greet them with a smile. When the delivery staff meets the guests during the delivery, they should do: one stop, and two, let's say hello! Bartender and cashier should greet the guests who come to the bar with a smile!

25. When the greeter at the boarding gate is too busy during the peak loading period, the check-in waitress who has not arrived at the boarding gate should go to the platform to assist the greeter in welcoming the guests.

26, the waiter should grasp the priorities in the process of serving the guests: first help the guests pull the chair to give up their seats, and then pour the tea and drinks after the guests are seated; Then remove the extra tableware and chairs (except supplementary tableware and chairs); During the service, the waiter is absolutely not allowed to leave his post for more than 3 minutes (including sending bills, taking drinks, paying bills, etc.). )

27. The waiter who stays at the service desk should face the guests who eat. Don't turn your back on the guests or lean against the doorpost. Always pay attention to the guests' dining situation and provide services to guests anytime and anywhere; Pour drinks/tea frequently, change bone plates and ashtrays frequently, wipe the table frequently, urge dishes in time, light cigarettes for guests in time, etc. Try not to let guests pour their own tea, drinks, soup, cigarettes, etc. If guests don't smoke, they can take the ashtray off the table, which will be more spacious. After pouring the drink, take away the teacup.

28, the hall attendant should often tour Taiwan, and provide services for guests in a timely manner; Put an end to standing in a daze and not serving guests; Guests are not allowed to sit down for more than 30 seconds, and do not drink tea for no reason. The guests call the waiter.

29. The room attendant should enter the room during the guest's meal (unless the guest specifically requests otherwise).

30. The delivery man delivers the food, and the waiter uses a tray when changing the bone plate and ashtray for the guests. 3 1. When ordering food for guests, the orderer should introduce the different characteristics of different cooking methods of each seafood to the guests for comparison and reference.

The serving speed is slow. When the guests wait for a long time before serving, the waiter should say to the guests after reporting the name of the dish? Sir (Miss), I'm sorry to have kept you waiting. Please enjoy yourself. ?

33. When serving food for guests, the name of the dish should be reported; The voice is moderate and sweet; Can't be weak.

34. when pouring tea or drinks for guests, say:? Please enjoy yourself.

35. The waiter should pay attention to the rhythm of talking when talking to or introducing guests: not too fast! Avoid dull, cold and smiling facial expressions; The evidence is blunt and boring.

36. When the guest checks out, he should send it to the gate and give it to the usher. Be good at communicating with guests when seeing them off: ask guests for their opinions on service, dishes, environment and personality while walking.

37, the hall set up a full-time departure member, to ensure that the attendant on duty is not short of posts, to avoid a vacuum. When the waiter leaves the guest to get wine or check out at the bar or do other things, be sure to let the waiter next to him take care of it and provide service.

38, important guests or a large number of private rooms to send 2? 3 a waiter (preferably one above the foreman) will serve. 1? 2 people pour wine, 1 person serves or delivers food.

39. The waiter should not fight with the poor quality guests. If it is really unbearable, he can ask the supervisor to change his post.

40, see bad phenomenon should be corrected in time (such as mesa shop slanting, tableware is damaged, there is garbage on the ground, etc. ).

4 1, waiters should pay attention to the use of body language (eyes, gestures, etc. ) between guests and colleagues in the service process.

42. Before meals, check every detail: whether the table is laid properly, whether the tableware is damaged, and whether the chair is dirty.

43. Skills of attracting guests to the table: It seems that there are many people in the hall and the waiters have tables, which will not cause the phenomenon that one waiter is very busy and other waiters are very idle.

44. Attendant listing service: post the photo information of the attendant at the duty desk in a conspicuous place in the lobby for the supervision of the guests; New employees must be assigned a tutor to help them surf the Internet.

45, timely pressure on employees, waiters, wages and performance, reward the good and punish the bad, more work.

46. Waiters should remember the guests' hobbies and habits.

47. Find the gap and summarize the work meeting once a week (everyone says that their work is insufficient, what have they learned this week).

48. Managers should be good at finding and solving problems.

49. Managers should also pay attention to the tone and attitude when talking to employees; Avoid blunt scolding and scold less.

50. Managers should create a good working environment and a good mood for employees, provide high-quality services for guests, and enable employees to serve guests enthusiastically.

5 1. Employees' spare time is an active auxiliary means to eliminate the boredom of employees' work: it is not only conducive to rallying people's hearts, but also conducive to improving service quality.

52, often talk to employees, keep abreast of employees' ideological trends, and master what employees are thinking every day.

53. When the guest is present or close to the guest, the cashier should pay attention to the language specification.

54. The supervisor shall supervise, track and guide the on-site service of waiters in this area.

55. The supervisor must check before meals, including the sound facilities, whether the microphone is noisy, whether the lights are dim, whether the telephone is available, etc. , found that the problem in a timely manner.

56. Select 1 every month. Two service stars (sales expert, innovative food champion, complaint award, etc. ) put forward their own views and set an example for other employees.

57. Pay attention to the cultivation of affinity: every employee should be a friendly ambassador with great affinity.

58. At a certain time every week, the supervisor and the orderer will go to the surrounding units to publicize cards, visit old customers and develop new customers.

59. Managers should visit customers frequently.

60. When the turnover exceeds the standard, give employees appropriate rewards.

6 1, managers should fill in the work report before going to work every day.

Second, mental outlook, gfd.

62. Always smiling at work, energetic, polite, enthusiastic, proactive and amiable; Concentrate, don't be absent-minded, and be ready to serve the guests.

63. Female employees' hair: The front is not covered, but the back is not over the shoulders, neatly combed and long hair is coiled. Male employee: no ears on the side, no collar on the back, no mane.

64. Female employees should wear light makeup before going to work, do not wear brooches (except wedding rings), and male employees do not leave beards.

65, work with tooling, keep the tooling clean, no stains, complete buttons, no thread. Wear the work number plate correctly.

66. Don't grow long nails, don't apply nail polish, don't blow-perm weird hair styles, and don't dye colored hair. Don't wear slippers and sneakers to work. Wear the specified shoes and socks, female employees wear flesh-colored socks, and male employees wear dark socks. Women's stockings have no holes and jump. Shoes should be clean.

Third, code of conduct, employee discipline.

67. Standing posture

Standing service is the basic requirement of hotel quality service. Standing should be elegant and generous, reflecting the quality, cultivation and demeanor of employees. When standing, hold your chest and abdomen, look natural, look straight ahead or pay attention to serving the guests. Don't stare at a fixed position and look dull. Keep your shoulders relaxed horizontally, keep your body center of gravity down, don't turn left or right, and keep your mouth slightly closed. Natural drooping or forward crossing of the two. Keep your body upright and stable, smile, keep your head straight and your chin slightly low.

68, posture

When walking, on the basis of correct standing posture, feet naturally move back and forth, and arms naturally swing back and forth. Meanwhile, follow? Right-handed rule goes straight. Lu Yu guests, smiling, take the initiative to say hello, sideways comity.

69, gestures

For guest service, gestures are used correctly, regularly, elegantly and naturally. Show the way to the guest, keep your arms straight, fingers together naturally, palms up, and indicate the target with the elbow joint as the axis, giving consideration to both the guest and the target. Smile and cooperate with language use.

70. Sitting posture

Keep the correct sitting posture, with the center of gravity vertically downward. Sit down smoothly and naturally. Don't lean forward and lean back, twist your body, and don't shake your legs.