How to improve the quality of hotel service personnel

With the development of economy, the hotel industry in China has entered a period of rapid development. The scale of hotel industry is expanding, the level of facilities is gradually improving, and the competition is increasingly fierce, which puts forward higher requirements for the professional quality of employees. The professional quality of hotel staff is the key factor to improve the hotel service level and market competitiveness, and it is also the key factor to affect the smooth employment and sustainable development of employees. The professional quality of employees has attracted great attention of hotel managers.

1. What basic professional education should hotel employees have?

Good professional quality is the guarantee of employees' professional success. As an employee engaged in hotel services, due to the particularity of the working environment, in addition to having good professional knowledge and skills, they should also have:

1. When entering the building

Preparation before class and mental state are very important for a day's work. So you'd better punch in 10 minutes in advance, and leave 10 minutes to make the following preparations: change clothes, arrange hair, check whether the employee's badge is properly worn, whether the clothes and hats are appropriate, whether the nails are repaired, whether the shoes are shiny, after all, smile in the mirror, and then go to work easily.

2. When entering the post

When entering the job, take the initiative to greet superiors and colleagues. Then check whether the equipment in the working environment works normally, whether the power switch is turned on, whether the lights are on, whether the wallpaper is wrinkled or damaged, check the duty log of the previous shift, make a good handover with the staff of the previous shift, write down the main points, and then consider what important work is and how to deal with it. Managers above the foreman must hold a pre-shift meeting to check the gfd of their subordinates: hair, badges and clothing. Simply arrange a day's work in 5 minutes, and then arrange subordinates to enter the post quickly.

3. When greeting guests.

Say hello to guests or colleagues. Smile when you say hello, your hands are naturally vertical and your voice is soft. Note that when greeting guests, don't get too close or too far away. It is advisable to take three steps.

4. When meeting guests or superiors

When you meet a guest or superior while walking, you should take the initiative to say hello, pause for a moment, give way sideways, stand at attention and wait for the guest or superior to pass by. Be careful, don't rush, parallel, walk, and don't pretend not to see you walk.

5. At work

Working eight hours a day is the golden time for you to display your talents and wisdom, and it is also the time to test your character and professional ethics. Must achieve "five noes"; No personal phone calls, no chatting together, no personal affairs, no arbitrary changes in work rules, and no arbitrary departure.

6. Facing the guest's inquiry

When a guest makes a request or complaint to the waiter, he must never say "no", "don't understand", "don't know" or "it's not my business", but should implement a "one-time approach", that is, the guest's problems should be solved here at once, and he must never shirk it on the grounds that it is not his own department. In case of something that you can't solve, please politely ask the guest to wait a moment, and ask the superior or the manager on duty immediately to give the guest a satisfactory answer.

7. When you get the call.

When you receive the call, say hello first and introduce your name: "Hello! Tian Yun Lu * * ". Then listen carefully to the other party's phone content and ask for the other party's consent, especially if there are numbers, such as company name, room number and company phone number, be sure to repeat them.

When the other person has finished expressing himself, you can ask "anything else?" The other party says there is nothing else. You can say "Don't worry, I will do it well". When the other person says "thank you", you should reply "You're welcome, this is what I should do". Say goodbye at last.

8. When the other party dials the wrong number.

If the other party has the wrong number, for example, if you call the sales department where the engineering department is located, you should politely say, "Sorry, this is the sales department, and the number of the engineering department is …".

9. When the other party needs to leave a message.

If the other party is looking for a colleague in your department and he is not in, you should politely say, "Sorry, * * is not in, can you leave a message?" When the other party agrees to leave a message, you should immediately take out a pen and paper and listen carefully and record it. After the other person has finished speaking, you should repeat it and let the other person confirm it. Then you should ask further, "Is there anything else to leave a message?" After the other party says "no" and "goodbye", you can say "I will definitely convey it, please rest assured, goodbye".

If the other person doesn't want to leave a message, you can seriously say, "Can you tell me your phone number? I'll ask him to call you back when he comes back. " Don't go looking for trouble and ask, "Who are you? What happened? What is your relationship with him? " Don't simply say "I don't know where he has gone, and when he may come back".

10. When preparing for work

You can't get ready for work until you have worked for eight hours.

(1) Fill in the log.

(2) Do a good job of handover with the next shift, especially don't forget to introduce important matters to the next shift.

(3) Put away the tools or stationery on the workbench, put them in order, lock the drawer for personal use, and turn off the computer or power supply.

(4) Check the possibility of ash reburning in the wastebasket. Go to the locker room to change clothes and punch in before you go out. Clock-in time should be 10 minutes after work.

Second, the importance of improving the quality of employees

1, which is helpful to improve the service quality.

Only by cultivating a high-quality staff with sustainable development and advanced working methods can the hotel be invincible in the fierce market competition. Staff training is an important guarantee to improve service quality. At the same time, training can enhance the cohesion and centripetal force of the hotel, make employees improve their professional ethics and sense of mission, give full play to their enthusiasm and creativity, and take enthusiastic, standardized, high-quality, efficient and high-quality service as their responsibility and obligation.

2. Reduce waste and labor costs

Many hotel services have certain waste and loss, such as catering, room cleaning and washing. If we can train employees regularly in a planned and targeted way, improve their understanding and relieve their work pressure, it is possible to reduce the flow of personnel, thus reducing labor costs and improving service quality.

3, contribute to the development of employees.

Training is also good for hotel employees, mainly in:

1. Improve ability and increase income.

After training, hotel employees can broaden their horizons, learn a lot of new knowledge, more advanced working methods and operating skills and skills, increase their working ability, improve service efficiency, and then increase their personal income.

2. Contribute to personal career development.

The development of hotel industry urgently needs more talents with management ability. Training can enable employees to expand their knowledge and work areas while completing their jobs well, and accept the influence of new management theories, thus creating necessary conditions for promotion and development.

3. Enhance occupational safety awareness

After training, hotel employees can become familiar with the business, become experts, have pride and confidence in their work, and enhance their sense of professional security.

Third, the content of hotel staff training

1. Legal knowledge training

Waiters in restaurants and bars should refuse to sell alcohol to guests who are about to get drunk. In some litigation cases, bars and restaurants become defendants, because the guests left the bar after getting drunk and had a car accident, which is called third-party liability. Restaurant waiters who sell alcoholic beverages should know under what circumstances they should not sell alcoholic beverages to customers or encourage customers to drink too much. It can be seen that in order to maintain the normal operation of the hotel, it is necessary to train hotel employees in legal knowledge.

2. Politeness training

This is very important for the hotel industry. Hilton Hotels Group spends hundreds of thousands of dollars on employee training every year, which shows that they pay special attention to the value of employees' assets. The theme of their advertisement is: there are two Hilton waiters for every two guests. According to Hilton's training plan, 93%* politeness and 7% knowledge and skills are the achievements of hotel management.

The general manager should visit all departments every day to show his concern for employees and their work and encourage them. Hilton's training plan believes that politeness is not required by managers, but from the heart. In other words, the general manager should set an example and become a model of politeness.

Every hotel in Hilton has set up a courtesy committee, which is composed of general manager, deputy manager and personnel minister. At departmental meetings, discussions are often held on the basis of passenger relations, demonstrating how to deal with them and showing related films. For example, how to tell employees how to use the telephone effectively, how to look at the company's image through a single actor, how to make Qi Xin work together to do a good job in this department and strengthen cooperation between departments. The hotel requires employees to be resourceful and flexible. For example, sometimes you have to ask the passengers what they need, and sometimes you have to do it completely according to the requirements of the guests, so as to get the greatest satisfaction.

3. Safety training

Due to the constant occurrence of hotel robbery and theft, the hotel management department now puts special emphasis on training. It has been combined with safety training and become an independent training project. In the past 70 years, safety has been the first element of competition in the hotel industry. All hotels have set up company-level safety committees to formulate safety rules and coordinate safety work. Strengthening security work certainly needs improvement, but it is more important to enhance employees' security awareness and master the basic skills and methods of security.

The front desk clerk will not issue the key until the guest's name and room number are verified. The key left by the guest on the guest room door or the service desk should be collected immediately to avoid being taken away. Security guards should check the door lock of each room when patrolling, and call the room as soon as they see the door half open. If no one answers, they should go into the room to check the safety situation and record it on the daily activity list. ..

The requirements for room cleaners are:

(1) The guest room has been rented out. When the guest is not in the room, close the door and hang a reminder card on the handle.

(2) If the guest room is empty, open the door when cleaning the room.

(3) Cleaners can't use radios and televisions in the room.

(4) When the waiter is in trouble with the guest, he should avoid quarreling with the guest.

(5) When threatened, try to be patient and don't be a hero. If the accident happens in other parts of the hotel, you can retreat and inform the security personnel to avoid the development of the situation and do it as a last resort.

All these should be fully understood and mastered by employees through safety training.

4. Food hygiene training

According to the statistics of relevant departments, more than 75% of food poisoning is caused by two kinds of bacteria, of which nearly 55% is caused by staphylococcus and 2 1% is caused by salmonella, both of which are spread through unsanitary conditions. If the operator's hands are not clean, it is easy to cause bacterial infection.

In a word, the good professional quality of hotel employees is not only the guarantee for the smooth development of personal career, but also the key factor to improve the competitiveness of hotels.