What is the biggest demand for staying in a hotel?

The most important principle is that attitude is everything. Attitudes here include attitudes towards work, guests, learning, problem solving and so on.

The management concept emphasizes friendly, efficient and warm service atmosphere; We ask employees to love this job, keep a happy mood and take work as fun. When a guest buys a cup of coffee in a hotel, the coffee itself may not be much different. The difference lies in how this cup of coffee is served and whether the guest can experience respect, smile and recognition from the waiter's service. We hope that every cup of coffee provided to our guests will be filled with respect and a smile.

Every employee (including managers) should have eyes. Every employee (including the manager) should have the ability to foresee the service needs of guests. Only passion can do everything well. Pursuit of personalized service: not only to provide high-quality and satisfactory service, but also to surprise guests; Think about what the guests think and what they think. Pursuit of humanized service: everything is considered from the guest's point of view, rather than letting the guests make do with us. Pursue zero defect service. Service is no small matter. The service is endless. Countless service details (toilet seat cover in winter, the difference between toothbrush and mouthwash cup in the room, etc.). ) are sublimated into high-quality services that satisfy guests. The revelation presented to the guests is the most beautiful, top-grade and high-quality thing. Service formula:100-1≤ 0 service standard: enthusiasm, thoughtfulness, patience, meticulous, quick, accurate, safe and generous. Tea should be hot, your heart should be hot, your legs should be diligent, your mouth should be sweet, your hands should be sharp, your eyes should be sharp, and you should smile and be respectful when answering the phone. Waiter or chef, when doing something, think more about why you should do it. Is there a better way? In addition, we must be able to bear hardships and bear hardships. Everyone should always put themselves in the other's shoes: if you are a guest, and so on, so that you can realize that guests spend money for enjoyment, not for anger. When the waiter is on duty, the division of labor should not be separated: when it is time to help, help, cooperate and help each other. Don't neglect every potential guest. Don't let every guest in the hotel, even if he only wants a dish or a bowl of noodles. 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. There is no shortcut 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 guests, you should greet them with a smile. When the delivery man meets a guest in the process of delivering food, he should do it: stop two and let three say hello! Bartender and cashier should greet the guests who come to the bar with a smile! During the rush hour, when the usher at the gate is too busy, the check-in waitress who hasn't arrived yet will go to the platform at the gate to help the usher greet the guests. The waiter should grasp the priorities in the process of serving the guests: first, help the guests to pull the chair and give up their seats, and then pour tea and drinks after the guests are seated; Then remove the extra tableware and chairs (except supplementary tableware and chairs); In the process of service, the waiter is absolutely not allowed to leave his post for more than 3 minutes (including delivering bills, taking drinks, paying bills, etc.). The waiter at the counter 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 wine, water and tea frequently, change bone plates and ashtrays frequently, wipe the desktop 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, the ashtray on the table can be removed and the desktop will be more spacious. After pouring the drinks, remove the teacups, and the waiters in the hall should always patrol the dining table and provide services to the guests in time. 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. The room attendant should enter the room during the meal (unless specifically requested by the guest). When replacing the bone plate and ashtray for the guests, the waiter should use the tray. When ordering for guests, the waiter 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, I'm sorry to have kept you waiting, please enjoy your meal, and report the name of the dish when serving; The voice is moderate and sweet; Can't be weak. When pouring tea or drinks for guests, please say: Please enjoy your meal. Waiters should pay attention to the speaking speed when talking to or introducing guests: not too fast! Avoid dull, cold and smiling facial expressions; The evidence is blunt and boring. When the guests check out, they should be sent to the gate and handed over 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. Full-time staff are set up in the lobby to ensure that the personnel on duty are not short of posts and avoid 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. Important guests or private rooms with a large number of people should be served by 2-3 waiters (preferably above the foreman), 1-2 people pour wine, 1 people serve or deliver food. For poor quality guests, the waiter should not fight hard with them. If it is really unbearable, he can ask the supervisor to change his post. If you see bad phenomena, you should correct them in time (such as crooked countertops, broken tableware, garbage on the ground, etc.) The waiter should pay attention to the use of body language (eyes, gestures, etc. ) between guests and colleagues in the service process. Check every detail before meals: whether the dining table is properly placed, whether the tableware is damaged, whether the chair is dirty, etc. Skills to guide guests to their seats: It seems that there are many people in the hall, and each waiter has a table, which will not cause the phenomenon that one waiter is busy and other waiters are idle. Attendant listing service: post the photo information of the waiter on duty in a conspicuous place in the lobby for guests' supervision; New employees must be assigned a tutor to help them surf the Internet. Give pressure to employees in a timely manner, combine the salary of waiters with performance, reward the excellent and punish the poor, and get more for more work. Waiters should keep in mind the guests' hobbies and habits. Have a meeting once a week, find the gaps and summarize the work (everyone says that they are not working enough and what they have learned this week). Managers should be good at finding and solving problems. Managers should also pay attention to the tone and attitude when talking to employees; Avoid blunt scolding and scold less.