What abilities should a waiter have?

In a hotel, the enthusiasm of the waiter is important, but it also needs good service ability. For example, in case of emergency, the guest suddenly fainted due to myocardial infarction. If the medical staff arrive, the guest's life may be in danger. If the service personnel have no first aid knowledge at this time, it is useless to be enthusiastic, because it involves ability and impossible technical problems. Therefore, only with the corresponding service ability, the waiter can provide all-round quality service for the guests. So what? Language proficiency Language is an important tool and way for waiters to establish good relations with guests and leave a deep impression. Language is the material shell of thinking, which embodies the spiritual cultivation, temperament and attitude of waiters. The two most important aspects that guests can feel are the words and deeds of the waiter. Hotel waiters should pay attention to the natural fluency and affability of their tone, keep their speech speed constant, and always remain calm and polite. Words expressing respect and modesty can often ease the tone, such as you, please, I'm sorry, if, can, etc. In addition, the waiter should also pay attention to the timing and object of expression, that is, to express appropriately according to different occasions and different identities of guests. When people talk about it, they often ignore another important part of language, body language. According to the research of related scholars, body language plays a very important role in the expression of content. When using language, the waiter should use body language appropriately, such as using appropriate gestures and actions, in conjunction with oral expression language, to create an expression atmosphere that is easy for guests to accept and satisfy. Communication skills hotels are places where interpersonal communication is intensive. Every hotel waiter will have extensive contact with colleagues, bosses and subordinates, especially a large number of guests every day, and will have various service-based interactive relationships with guests. Handling these relationships well will make guests feel respected, valued and treated well. The acquisition of this feeling will play an inestimable role in the sustained prosperity of business and the promotion and dissemination of corporate brands. Good communication skills are an important basis for waiters to achieve these goals. Observation ability Hotel service personnel provide three kinds of services for guests. The first is the service demand that the guests have made clear. As long as they have skilled service skills, it is generally easier to do this well. The second is the regular service, that is, the service that should be provided to guests without reminding. For example, when a guest sits down to eat in a restaurant, the waiter should quickly pour tea for the guest and put away paper towels or towels; In the lobby, as long as a guest with a lot of luggage comes in, the waiter will come forward to help. The third is the potential service demand that the guests have not thought of, thought of or are considering. Being good at seeing through the potential needs of guests at a glance is the most valuable service skill for waiters. This requires waiters to have keen observation ability and turn this potential demand into timely and practical service. And providing this service is the most valuable part of all services. The first service is passive, the latter two services are active, and the provision of potential services emphasizes the initiative of waiters. The essence of observation ability is to be good at thinking about the guests' thoughts and deliver the service in time and properly before the guests speak. Memory ability In the process of service, guests often ask the waiter some questions, such as hotel service items, star rating, service facilities, special dishes, tobacco, alcohol, tea and snacks, or urban transportation and tourism. At this time, the waiter will rely on his usual experience or purposeful accumulation to become a walking dictionary and compass for the guests, so that the guests can know all kinds of information they need in real time. This is not only a service direction and guidance, but also a way of obtaining. Waiters often encounter substantial delays in service that guests need. That is, guests will have some matters entrusted to the waiter, or need some drinks and refreshments when eating. There is a long or short time difference between the presentation and provision of these services. At this time, the hotel waiter needs to firmly remember the service requested by the guests and provide it accurately at a later time. If the service requested by the guests is forced to be delayed or simply forgotten, it will have a bad influence on the image of the hotel. Emergencies are common in resilience services. When dealing with such incidents, the waiter should adhere to the tenet that the guest is always right, be good at standing in the guest's position, put himself in the guest's shoes and make appropriate concessions. Especially in the case of the waiter, we should dare to admit our mistakes and apologize and compensate the guests immediately. Generally speaking, the guest's mood is a mirror of the service provided by the waiter. When there is a contradiction, the waiter should first consider whether the fault is on his own side. Marketing ability A hotel waiter should not only complete his own job according to the working procedures, but also actively introduce other services to the guests and sell them. This is not only an important way to fully tap the utilization potential of service space, but also the need to reflect the waiter's sense of ownership and actively provide services for guests. Although all the service departments of the hotel have specialized personnel for marketing, their main responsibility is external marketing, and internal marketing needs the waiters of all positions to do it together. Only when all the staff are concerned about the marketing of the hotel and feel the sense of market everywhere can we seize every opportunity to do a good job in the internal marketing of the guests. This requires the waiter not to wait for the request of the guests to provide services, but to be good at seizing the opportunity to sell the hotel's various service products and facilities to the guests and fully tap the consumption potential of the guests. Therefore, waiters should have a comprehensive understanding of various services and be good at observing and analyzing customers' consumption needs and psychology, so as to fully understand and sell products when customers are interested.