How to improve the service consciousness of hotel staff

How to improve the service awareness of hotel staff: \x0d\ To sum up, there are five aspects: \x0d\ 1. Service instrument \x0d\ The so-called service instrument refers to the requirements and norms for service personnel in mental outlook, appearance modification and dress. Mainly reflected in the following points: \x0d\ 1. Smile service. \x0d\ This is the basic requirement of welcome etiquette. The waiter should be kind, warm, cautious, neither supercilious nor supercilious, and be generous and polite to the guests. \x0d\2。 Always polish your appearance. Cut your hair, bathe, and manicure. The hairstyle is generous, the hair is not messy, the eye secretions are not exposed, and the nose hair is not exposed. A waiter should always shave off his moustache and big sideburns. Waitresses don't wear shawl hair, earrings, nails or heavy lipstick when they go to work. \x0d\3。 The hotel has a dressing mirror in the staff passage or locker room, and every employee should check his appearance before taking up his post. \x0d\4。 Dress neatly. At work, waiters should wear uniforms according to seasons and occasions. Clothes should be washed, ironed and buttoned. Waiters should wear a suit and tie, long-sleeved shirts, and the lower part should be tucked into their pants. \x0d\ No matter whether the waiters or waitresses are indoors, they don't wear sunglasses, slippers, cuffs or trouser legs. \x0d\ II。 Service terms \x0d\ The so-called service terms refer to the specific language requirements of service personnel in the welcome reception service. There are mainly the following six points: \x0d\ 1. When meeting guests, smile, stand and serve, and say hello. Say "hello", "good morning" and "good evening" instead of "what are you going to do"? Have you eaten? Don't shake hands with guests. If the guest reaches out to shake hands with you, follow the requirements of the handshake ceremony. Don't stare at a certain part for too long, and don't look at guests, especially female guests. \x0d\ 2。 When talking with guests, you should keep a step and a half away from them. When the guest is talking, don't look around, just look at the watch and touch your hands. When listening to each other, be natural and look directly at each other. \x0d\3。 When asking questions to guests, use appropriate language and pay attention to discretion. If you ask the name and number of people, you can't say, "What's your name and how many people are there?" You should say, "What should I call you? How many people are there in your party? \x0d\ 4。 When talking with a guest, listen carefully, let the other person finish, and don't grab the words. When answering each other's questions, be realistic, say as much as you know, and explain what you can't say to each other clearly. \x0d\5。 When talking between guests, don't eavesdrop in front, don't peek on the sidelines, and don't interrupt casually. Even if you have something important to ask your guests, don't interrupt their conversation, but wait by. \x0d\6。 When calling a guest from outside, be sure to listen to the name, unit or room of the guest you are looking for, and then tell him as appropriate. \x0d\ III。 Service Etiquette \x0d\ The so-called service etiquette refers to the specific requirements for the behaviors and actions of service personnel at work. \x0d\ As a qualified waiter, you must: \x0d\ 1. Be dignified and civilized, sit upright, don't lean forward and lean back, don't shake your legs and feet, and don't put your feet on the sofa armrest. When standing, you should stand upright naturally with your hands drooping. You shouldn't put your hands on your waist, back or chest. Welcome guests in front, see them off behind, make way for the guests, don't grab the road, don't walk among the guests; If you go in the opposite direction. \x0d\2。 Various uncivilized behaviors, such as smoking, eating snacks, picking your nose, picking your teeth, scratching your head, manicure, stretching, etc. It should be forbidden to appear in front of guests, even if you have to appear, you should try your best to take measures to hide or avoid them. \x0d\3。 Don't eat food with strong smell before going to work. Smoking, drinking and eating are absolutely forbidden in on-site service. \x0d\4。 Attendants should keep quiet indoors and speak softly at work. Walk lightly, operate lightly, handle with care, and avoid making noise. \x0d\5。 Guests in the room are generally not allowed to enter without greeting; When guests are greeted or have something urgent to enter, they must ring the doorbell first. If the door is open, he should also knock gently on it twice. After the guest answers, you can push the door and enter. When you leave, take two steps back for the guests, then turn around and go out, and gently close the door. \x0d\6。 It is forbidden to joke, play or take nicknames with guests. \x0d\7。 When talking with guests in narrow passages, aisles or stairwells, you should not walk in the middle. They should say "excuse me, please make way" first, and then pass by or behind after the other party makes way. If you accidentally bump into a guest, take the initiative to apologize and say "I'm sorry" before you go. \x0d\8。 When lighting a cigarette for a guest, one match is limited to one person. When lighting a cigarette for the second person, be sure to strike another match. If you use a lighter, put it out before hitting it to show courtesy and consideration. \x0d\ IV。 Service Etiquette \x0d\ The so-called service etiquette refers to the basic requirements and norms for service personnel in terms of politeness norms and etiquette order. Notably: \x0d\ 1. In the service of guest rooms and restaurants, we should strictly follow the etiquette norms and protocol order, so that guests come first, then hosts; There are female guests first, then male guests; First the main guest, then the other guests. \x0d\2。 Don't ask the guest's age, position, family, children, salary and other private affairs at will, especially don't ask the female guest at will. \x0d\3。 Don't accept gifts from guests easily. If you don't accept it, it may be rude to express your deep gratitude and give it to the leader in time after accepting it. \x0d\4。 When guests pass the service desk, they must nod. When they leave the hotel, they should take the initiative to see them off and say "goodbye and welcome to come again". If there is an elevator on the floor, take the initiative to press the elevator switch for the guests. \x0d\ V. Service appellation \x0d\ The so-called service appellation refers to the requirements and norms for service personnel to accurately use honorifics for guests in their services. \x0d\ Address guests according to their age, identity, position, gender and marital status, and do not call them by their first names. When addressing, male guests can be called "Sir", married women can be called "Madam's" and unmarried women can be called "Miss".