Hotel service skills

Hotel service skills

Hotel service skills, hotels also have a set of skills for hotel training employees. Only by mastering these skills can we receive guests well. Generally, there are six categories, so the following Everyone, please follow me and take a look at the relevant knowledge of hotel service skills. You are welcome to learn from and refer to it. I hope it will be helpful to everyone. Hotel service skills 1

1. Language ability: Language is an important tool and way for waiters to establish good relationships with guests and leave a deep impression. Language is the material shell of thinking. It reflects the spiritual cultivation, temperament, attitude and character of the waiter. The two most important aspects that guests can perceive are the words and actions of the waiter.

When expressing, waiters should pay attention to the natural, smooth and amiable tone of voice, maintain a constant speaking speed, and be calm and polite at all times. Language words that express respect and humility can often soften the tone, such as "you, please, sorry, if, can" and so on. In addition, waiters should also pay attention to the timing and objects of expression, that is, to express appropriately and appropriately according to specific situations such as different occasions and different identities of guests.

When people talk, they often ignore another important part of language - body language. According to research by relevant scholars, body language plays a very important role in the expression of content. When using verbal expressions, waiters should use body language appropriately, such as using appropriate gestures and movements, in conjunction with verbal expressions, to create an expression atmosphere that is easy for guests to accept and satisfy.

2. Communicative skills: The hotel is a place where a large number of interpersonal interactions occur. Every waiter will have extensive contact with colleagues, superiors, subordinates, especially a large number of guests every day, and will interact with them based on service. Guests have various interactive relationships. Properly handling these relationships will make guests feel respected, valued, and treated favorably. Gaining this feeling from guests will play an immeasurable role in the continued prosperity of the business and the publicity and dissemination of the corporate brand. Good communication skills are an important foundation for waiters to achieve these goals.

3. Observation ability: There are three types of services provided by service staff to guests. The first is the service needs that the guests have stated very clearly. As long as they have skilled service skills, generally speaking, they can do this well. is relatively easy. The second type is routine services, that is, services that should be provided to guests and do not require reminders from guests. For example, when a guest sits down in a restaurant and is ready to dine, the waiter should quickly pour tea and put away tissues or towels for the guest; when in the front hall, as soon as a guest with a lot of luggage comes in, the waiter should step forward to help. The third type is potential service needs that guests have not thought of, cannot think of, or are considering.

Being able to see through the potential needs of guests at a glance is the most recognized service skill of a waiter. This requires the waiter to have keen observation skills and turn this potential demand into timely and practical service. And the provision of this service is the most valuable part of all services. The first type of service is passive, while the latter two services are proactive. The provision of potential services emphasizes the initiative of the waiter. The essence of observation ability is to be good at thinking about what the guests are thinking, and to deliver the service promptly and appropriately before the guests speak.

Hotel service pays attention to knowing the needs of guests and paying attention to their urgent needs. The service staff listens and watches, and provides services as quickly as possible before the guests ask for it. Then the guests must be very satisfied with this waiter. This is what is often said in service.

When it is discovered that a guest looks haggard, the receptionist in the front hall promptly informs the assistant floor manager in the lobby to provide corresponding services; when he sees the guest walking to the elevator, the waiter steps forward and presses the elevator switch for the guest. And greet the guests with a smile. When the guests go out and clean the room, wipe the guests' leather shoes clean; when the guests are having a meeting in the conference room and the pen suddenly runs out of water, hand over a pen from your body in time. These will make guests feel at home.

Although the "observation of words and expressions" in daily service work has produced good results, it often appears to be spontaneous, non-systematic and non-institutionalized. If the hotel adopts measures to make employees' conscious actions through encouragement and training, collection and organization, system standardization and training rewards, etc., it will promote the improvement of service quality as a whole.

(1) Encourage training: For waiters who have excellent performance at work and are praised by guests, the hotel should list them as backbones for training, so that their service awareness and service quality can be improved to a higher level and gain a foothold. In this position, we strive to provide first-class service.

(2) Collect and organize: Hotel managers should strengthen on-site management in their daily work, discover typical examples of "observation of words and expressions" from front-line services, collect them, organize and summarize them, formulate them into words, and publicize them widely. Of.

(3) System specification: Promote the compiled and summarized typical cases to front-line work and test them in practice. It is continuously supplemented and improved in practice to form systematic and standardized materials, and serves as a standard to measure service quality, making the transition from fuzzy management to quantitative management.

In this way, the hotel can transform the individual behavior of "observing words and emotions" into conscious group behavior in management, and can also promote the improvement of the overall management level. Waiters with excellent performance often have characteristics such as strong consciousness, strong sense of responsibility, and strong discipline, and can bring a large number of repeat customers and long-term guests to the company. These employees are the backbone of the company and must also be the targets that other hotels compete for. Therefore, in areas with high personnel turnover, how to enhance the cohesion and centripetal force of enterprises is very important.

4. Memory ability: During the service process, guests often ask the waiter for information such as hotel service items, star rating, service facilities, special dishes, tobacco, wine, tea, snack prices or city transportation, Regarding travel and other issues, the waiter must use his or her experience or purposeful accumulation to become a "living dictionary" and "compass" for the guests, so that the guests can instantly understand the various information they need. This is not only a kind of service orientation and guidance, but also a service that can be appreciated by guests.

Waiters also frequently encounter physical delays in service requested by guests. That is to say, the guests will entrust the waiters with some matters, or they need some drinks and refreshments during the meal. There is a long or short time lag between the proposal and delivery of these service items. At this time, the hotel waiters need to be able to remember them firmly. The service requested by the guest is accurately provided at a later time. If the service required by the guest is delayed or simply forgotten and not satisfied, it will have a negative impact on the hotel's image.

5. Adaptability: Unexpected incidents are common in services. When dealing with such incidents, the waiter should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put himself in the guest's shoes, and be able to make appropriate concessions. In particular, if most of the responsibility lies with the waiter, he must dare to admit his mistakes and provide immediate apology and compensation to the guests. Under normal circumstances, the guest's mood is a mirror of the service provided by the waiter. When a conflict occurs, the first thing the waiter should consider is whether the fault is on his or her side.

6. Marketing ability: In addition to completing his own work according to work procedures, a waiter should also actively introduce various other services to guests and promote them to guests. This is not only an important method to fully tap the potential of service space utilization, but also reflects the waiter's sense of ownership and the need to proactively provide services to guests.

Although each service department of the hotel has dedicated personnel for marketing, their main responsibility is external marketing, while internal marketing requires waiters in various positions to work together. Only when all employees care about the hotel's marketing and feel a sense of market awareness everywhere can they seize every opportunity to do a good job in internal marketing for guests. This requires that the waiter cannot just wait for the guest's request to provide services, but should be good at seizing the opportunity to promote the hotel's various service products and service facilities to the guest, and fully tap the guest's consumption potential. To this end, the waiter should have a comprehensive understanding of each service, and be good at observing and analyzing the customer's consumer needs and psychology, so that the product can be fully informed and sold when the customer is interested. Hotel service skills 2

1. Observation

Correctly obtain information related to the object of observation. During the observation process, not only look for expected things, but also pay attention to unexpected situations.

Be able to perceive the hidden characteristics of things; be able to observe the whole process of things, and grasp the characteristics of each development stage of things; be able to comprehensively grasp the whole of things, and be able to examine them separately Parts of things; able to both discover similarities and discern subtle differences between them.

2. Communicative ability

Not only includes the understanding and mastery of the language form of a language, but also includes the appropriate use of language form for communication at any time, place and in what way. Understanding and mastering of knowledge systems.

Communicative competence is a complex concept that involves language, rhetoric, society, culture, psychology and other factors, including a person's use of language means (spoken or written).

3. Language ability

It is manifested in the person's ability to speak or understand unprecedented and grammatical sentences, the ability to distinguish ambiguous sentences, and the ability to distinguish between words with the same superficial form but different actual meanings. Or the ability to master sentences with different superficial forms but similar actual semantics, as well as the ability to use language skills such as listening, speaking, reading, writing, and translation.

4. Adaptability

When external things change, the reaction of a natural person or a legal person may be instinctive, or it may be a decision made after a lot of thinking. decisions made. Have good adaptability, be able to assess the situation and respond accordingly.

5. Memory ability

During the service process, guests often ask the waiter for hotel service items, star rating, service facilities, special dishes, tobacco, wine, tea, and snacks. When it comes to prices, urban transportation, tourism, etc., the waiter must use his or her experience or purposeful accumulation to become a "living dictionary" and "compass" for the guests.

6. Marketing ability

The process of letting consumers understand the product and then purchase it. Its concept is that after market segmentation, enterprises do not consider the characteristics of their respective markets, but focus on the uniqueness of the sub-markets, decide to launch only a single product, use a single marketing mix, and strive to be suitable for all customers to a certain extent. may meet the needs of more customers.