What do you need to be a good waiter?

First, how to learn to deal with guests easily 1, the waiter always smiles; 2. Treat old customers with courtesy and respect; 3. Appear when the guests need it most; 4, never let the guests feel embarrassed (empathy) Second, how to overcome service barriers 1, overcome personality barriers Good people: speak softly; Avoid talking loudly and quickly. Personality suspicion: it is not easy to trust people; Avoid being rude, ambiguous and arrogant: it is easy to look down on people; Don't be conceited and use disrespectful and shy words: introverted; Avoid casual jokes and impatient guests: they often complain and are unstable; Avoid being as impatient as the other party, otherwise it is easy to contradict, silence: I don't like talking to people; Avoid ignoring and snubbing each other's rambling guests: casual; Avoid letting nature take its course and remind difficult guests in a caring tone: be picky and keep a straight face; Avoid speaking out of proportion to avoid falling into a quarrel. 2. Overcome language barriers. A. Seven taboos: avoid dispersion, generality, urgency, emptiness, emptiness and slippage. B.four noes: don't say disrespectful words, unfriendly words, impatient words and impolite words. 3. Overcome psychological barriers (practice). A: I am an excellent service staff! I believe I can do my job well! C, there are many friends around me who care about me! No matter what happens, I can keep a warm and cheerful attitude to serve the guests! E, the purpose of my work here is to show my value, not to enjoy! How do waiters maintain self-control 1 When they are in a bad mood, don't vent their emotions on the guests. When guests criticize our work, it will embarrass us, so we should treat it calmly. When the guest is rude to us, don't answer blows with blows, but solve the problem politely, profitably and appropriately (correct the role), and pay attention to the service attitude and work efficiency (busy but not chaotic). 5. When there are few guests and less workload, we should pay attention to strengthening discipline (being idle but not lazy). 6. control the excessive expansion of selfish desires, and don't do things that are one step at a time (lead a totally clean life). 7. Be calm when dealing with colleagues and superiors, and be patient and calm when encountering contradictions or quarrels (comity three points). 2. All the guests are the first. 3. Service should be good for bad. 4. Being competitive will lose friends. Five, an excellent waiter should have six characteristics 1, extroversion and enthusiasm; 2. Strong language skills and persuasiveness; 3, high flexibility, can make appropriate responses according to different environments; 4. Have certain moral cultivation; 5. Strong aesthetic consciousness; 6. Be enterprising and innovative. Six, the application of professional five-tone service in daily work. Namely: 1, greetings (e.g. hello) 2, service sounds during reception (e.g. excuse me, please forgive me) 1, disrespect for guests 2, impatience and irritability. 3. Self-righteous negation. 4. Make things difficult for others. Seven, correct the wrong tone and attitude (a), in the usual conversation with guests, we should talk with guests in a sincere, cordial, warm and friendly attitude. Use the correct address to address guests correctly and politely, use elegant words, and use standardized and polite expressions to avoid embarrassing topics. Pronunciation should be based on bass, but pronunciation should be clear, sentences should be clear, tone should be euphemistic and implicit, avoid disputes, humor should be used well, and language adaptability should be mastered. The intonation should be moderate, friendly and euphemistic, showing a good image of gentleness and elegance. Use modal particles to express emotional color; The speed of speech should vary from person to person, and the speed should be moderate. According to different objects, we should grasp flexibly and express appropriately, so that people can understand and understand and get good results. Do not comment on other guests and employees with personal likes and dislikes in front of guests; Warm and friendly attitude, respect each other's customs and avoid things that guests are afraid of; Try to give the guests proper praise. (2) Etiquette and precautions in talking with guests 1. When talking with guests, we should not ask or avoid questions about the privacy and customs of guests, including: the age and weight of guests, especially the age and weight of female guests; Questions about the guest's salary, the amount of property and their distribution; Questions about the marital status of guests (including children and spouses); Questions about physical disabilities and defects of guests; Problems related to the value of the guest's compensation gift; Query on religious taboos in hakka belief. Questions about the national customs and taboos of guests. Politically sensitive issues or issues that humiliate the guest country. 2. Etiquette precautions when talking with guests. It is not appropriate to look around, but should pay attention to the conversation of guests; Use gestures as little as possible, raise your arms and reach out your hands when you have to point, and it is not advisable to point with your fingers; You shouldn't look at your watch; Don't chew food in your mouth and throw peels around; Guests should not yawn, sneeze or cough in front of them; In a hurry, you can cover your mouth with your hand or handkerchief and apologize sideways; It is not appropriate to show anxious, disdainful and contemptuous expressions; Avoid scratching your head and ears, blinking, picking your teeth, scratching your feet and akimbo, and brushing your back. When you are a guest, you shouldn't dance and bow your head. Don't whisper, don't be close to the guest and listen to him, keep a proper physical distance and good posture. 3. Politeness when talking with guests. When talking with guests, keep a good posture, including standing posture, sitting posture, walking posture, modest attitude, concentration, and try to pay attention to each other with your eyes; Easy expression and many smiles; For example, when talking to agricultural producers at rest, you should keep a proper distance, generally 1~ 1.5 meters is appropriate; When talking with guests while walking, you should pay attention to being polite to them everywhere. Its basic requirements are: solemn, generous, humble and friendly. 4. When talking with the guests, pay attention to the language, address them appropriately, and address them correctly and politely; Use elegant words, use standard and polite language; Avoid embarrassing topics; Proper pronunciation, mild tone and euphemistic tone; Avoid disputes, make good use of humor and master language adaptability; Don't jump to conclusions easily; Do not comment on other guests and employees with personal likes and dislikes in front of guests; Be warm and friendly, respect each other's customs and avoid what guests are afraid of; Try to give guests proper praise; Avoid pretending to understand and pestering guests to practice foreign languages. 5. Common polite expressions 14 Hello, please, thank you, I'm sorry, that's all right, goodbye. 6. Use response language When guests express compliments and compliments, employees should politely answer "thank you", "you flatter me", "I'm glad you like our hotel" and "thank you, it's my pleasure to serve you" as appropriate. what can I do for you? Excuse me, could you speak more slowly? If you don't mind, may I ...? You like ...? Do you like … or …? May I ...? Do you want to ... ... or ... sorry to bother you, but can you tell me ... Look, this is ... okay? Do you need anything else? 8. When apologizing to the guests, if there are mistakes, slips of the tongue or thoughtlessness in your own work, you should sincerely apologize and should not cheat and shirk. Apologize moderately and let the other person understand your guilt and your desire to continue to do a good job. Don't nag endlessly, it will cause the other person's disgust. Apologize, don't be too modest and condescending, just say "I'm sorry" and be sincere, otherwise it will make people feel hypocritical and damage their image and personality. Apologize should be based on facts. Admitting mistakes should not be exaggerated, but should be realistic and appropriate, especially if the guests are also responsible, otherwise it will bring unnecessary losses to the hotel. 9. Use farewell words? Farewell is a polite language used when parting from others, in order to further deepen the impression and friendship left to the other party, so there are many words such as retention, farewell and wish in the language. When the guest leaves your service place temporarily, you can say goodbye, walk slowly, see you later, see you tomorrow, and welcome to come at any time. When guests leave the store after completing the formalities, they can say: "I hope you will come often", "Have a nice trip", "Have a safe trip" and "Welcome to come again next time!" Wait a minute. When you leave the guest room or service place, you can say: "Good night, Miss (Sir)", "Please have a good rest, goodbye" and "I'm going to …………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………… It is required to maintain good body posture when talking with guests, including standing posture, sitting posture and walking posture, be modest, concentrate and pay attention to each other as much as possible; Easy expression and many smiles; When talking with guests while walking, you should pay attention to being polite to them everywhere. Its basic requirements are: solemn, generous, humble and friendly. (1) Reception standard terms As the first corner of sales, the reception staff must also provide accurate bathroom facilities and service information for the guests, and should be familiar with the location, services and business hours of various facilities in the store. In addition, you should be familiar with the tourist attractions, bus routes and other related information in your city and province. Our standard terms of reception etiquette are as follows: when guests enter the hall, they should say hello immediately and greet them with a smile. "Good morning, sir (miss)! /Good afternoon! /Good afternoon! /Good evening! /Are you taking a bath or staying? If the guest wants to ask about the guest's bath or accommodation, "good morning, sir (miss)!" /Good afternoon! /Good afternoon! /Good evening! /"Can you tell me the mobile phone number of the guest you want to inquire?" (2) Precautions for Reception As a receptionist, you need to master a lot of knowledge in all aspects. You should give an accurate answer quickly when the guests ask questions, ask questions quickly and answer accurately and quickly. This is the first and last link to receive guests, and the work should be orderly and efficient. Therefore, when making an inquiry, we should pay attention to: when there are many guests, receive the first one, ask the second one, greet the third one and say, "Excuse me, please wait a moment." If there are many people when you sign up, you must keep calm and orderly when you sign in, make a good explanation and improve efficiency. Reception guests should be kind, gentle tone, look at the guests, articulate. Concentrate on your work and don't make mistakes. The guest's name must be clear. It is impolite to make mistakes or mispronounce a guest's name. You shouldn't answer the phone when serving the guests. Learn to observe guests, record their information and preferences, and prepare for future work. Treat guests equally and achieve "six similarities": high consistency: treat high-consumption guests and low-consumption guests equally, and don't emphasize "high" over "low". Internal and external consistency: that is, treat domestic guests and overseas guests equally. The same is true abroad: China guests (including overseas Chinese, overseas Chinese and guests from Hong Kong, Macao and Taiwan) are treated the same as foreign guests. The thing is the same: guests from eastern countries (referring to developing countries in the third world) and western countries (referring to developed countries) should be treated equally, and "West" should not be valued over "East". Black and white are the same: that is, black guests are treated the same as white guests, and "white" should not be emphasized over "black". The new is the same as the old: that is, new guests (first-time local tourists) are treated as old guests (repeat customers). We should try our best to fulfill all our promises to our guests. We should tell you directly and sincerely what we can't do, indicating that we have tried our best but there is no way to solve it. At the same time, we'd better introduce other places that can meet the requirements of our guests. Handle guest complaints and handle some new guests' complaints in time. For example, when a guest complains about room equipment and service problems, he should apologize first, then thank the guest for reflecting the matter, and say that these problems will be immediately notified to the relevant departments and corrected to prevent such problems from happening again. If the guest is still dissatisfied with the bathroom or equipment maintenance, he should inform the assistant manager (duty manager) in the lobby to avoid making the guest dissatisfied. Our reception should be resourceful and good at handling things. Unexpected things often happen when guests stay in hotels. The guests will help us. Therefore, everyone should have the ability to deal with all kinds of accidents at any time, give full play to their wisdom and handle them properly, so as to be calm in the face of chaos, calm in the face of crisis and handle things well. Remember the guest's name accurately. Maslow's hierarchy of needs theory holds that the highest demand of human beings is to be respected by society. When a person's name is known by others, it is a good satisfaction to this demand. In the service industries such as hotels, it is an art of service and an artistic service to actively and enthusiastically address guests by their names. Through the hotel service desk staff to remember the guest's room number, name and characteristics, with keen observation and good memory, to make meticulous and thoughtful service, so that guests will leave a deep impression, guests will mention how the hotel is on different occasions in the future, equivalent to the hotel's voluntary propagandist. At present, famous hotels in China stipulate that guests should be called by their first names at least three times when they check in. The front desk staff should memorize the names of VIPs, learn as much as possible about them, and try to call them by their first names before they come to the store. When you see them again, you can call them by their first names, which is the most basic condition for a qualified waiter. At the same time, they can also use the computer system to make historical records for all the guests who stay. Provide guests with super-standard and high-grade quality services, treat every guest as a VIP, and let guests feel from the heart that the hotel will never forget them. X. Confidentiality work. Hotel secrets and guest information cannot be disclosed to outsiders.