How to improve the quality of hotel staff

10 Necessary habits of hotel employees. Habit 1: Understand the objectives, values, beliefs and scope of work of the hotel. Habit 2: Try to address guests by their first names, anticipate and meet their needs, and try to greet guests warmly with their last names to express their respect and concern. Meeting customers' needs is the basic requirement of service, but to achieve comprehensive customer satisfaction, we must constantly sum up in practice. Be sure to anticipate the needs of the guests. When the guests haven't put forward or the guests are embarrassed to put forward extra services, the service staff can make them meet beyond expectations through their own observation! Habit 3: Don't use guest facilities and equipment in the public areas of the hotel, and always put guests first in any time, place and action. Employees should cultivate hotel awareness, that is to say, hotel employees should have the professional courtesy of hotel employees in their words and deeds: greet guests and colleagues when they meet, and ask them if they need help. Three lightness: walking lightly, speaking lightly and operating lightly. Quiet: When there are guests, you should stop internal dialogue and work and pay attention to the needs of the guests instead. If you are talking to another guest or using the phone, you should greet the guest with your eyes. When passengers need to use the elevator for work, they should keep quiet and don't talk loudly with colleagues or other guests. Avoidance: when cleaning the guest room, if the guest returns to the room, he should take the initiative to ask whether to disturb the guest and take the initiative to avoid it. Courtesy: When guests use the public facilities of the hotel, they should consciously be courteous and give priority, such as giving priority to letting guests in and out of the elevator and letting them go first in corridors and passages. Convenience: service is for the convenience of guests, and hotel waiters should not bring inconvenience to guests because they are serving guests. For example, when cleaning public toilets, if there are guests who want to use them, let them use them first and then continue cleaning; Don't wax the lobby floor during the peak period, and don't rush to clean it when using the elevator; Accompany the guests to the destination in the hotel, not just give them directions, and so on. Habit 4: Be sure to smile at guests and colleagues three meters away. It is an important habit of hotel staff to let the guests on the phone hear your smile. Smiling will not only bring joy to guests, but also resolve their dissatisfaction. We not only ask employees to smile at guests, but more importantly, smiling becomes a part of employees' lives. Habit 5: In order to meet the needs of customers, make full use of the power given by the hotel, seek the help of superiors and colleagues around, and meet the needs of customers is the source of profits for the hotel. As long as it meets the needs of guests, employees should have confidence in their own judgment and use the authorization of the hotel to solve the difficulties of guests. When necessary, don't be stingy to seek support and help from colleagues and superior managers in other departments. Hotel managers should encourage and cultivate this spirit and courage of serving customers wholeheartedly. Habit 6: Constantly recognize the shortcomings of the hotel and put forward your suggestions for improvement to make the service and quality of the hotel more perfect. Any hotel has numerous shortcomings. Only by continuous improvement can the hotel adapt to the ever-changing competitive environment. Hotel management should create an open environment for employees to eliminate fear, and treat any employees' opinions and suggestions with the attitude and way of treating guests' complaints. Habit 7: communicate actively, eliminate prejudice between departments, don't put the blame on other departments or colleagues in the workplace, and don't make negative comments on the hotel. When guests express their opinions, it is not uncommon for employees to shift the responsibility to other colleagues or other departments, or even to leaders. They don't understand that what the guests consider is not which department of the hotel and who should be responsible, but the whole hotel should be responsible. This shirking attitude of employees will make the guests more dissatisfied and further damage the overall image of the hotel. Therefore, it is necessary to distinguish between the internal and external services of the hotel, distinguish the responsibilities internally and maintain the overall image of the hotel externally. Habit 8: Treat every guest's complaint as an opportunity to improve and improve the service quality, listen to and solve the guest's complaint with the fastest action, ensure that the complaining guest is appeased, and make every effort to regain the trust of the guest. Employees must realize that no guests are willing to complain, treat every complaint as an opportunity to retain guests, and do everything possible to respond quickly and solve problems in order to regain the confidence of guests in the hotel. Habit 9: the uniform should be clean and tidy, the whole body should be polished, gfd should be dignified and generous, and gfd should be confident when taking up his post. The employees are full of energy, neatly dressed and full of confidence when they take up their posts, which not only expresses the attention and respect for the guests, but also fully demonstrates the image and management level of the enterprise. Self-confidence comes from the ability to control the work, satisfaction and related knowledge. Only confident employees will have pride in their work, and confident employees will be respected by guests. Habit 10: Take care of hotel property. If the hotel equipment and facilities are found to be damaged, they must be repaired immediately. Not caring for hotel assets will increase hotel operating costs. Without maintenance awareness and timely maintenance, newly-built hotels will soon become obsolete.