Things to note in hotel management (2)

22. Communicate with guests. When communicating with guests, you should pay attention to your speaking skills and avoid blunt and cliche words; you should carefully figure out how to say what you want to say on different occasions and at different times.

23. There is no shortcut to high-quality service. The key lies in on-site management and continuous training. On-site management is reflected in on-site supervision and mobile management; continuous training mainly means that employees need to continuously learn, improve and update knowledge, and conduct frequent simulation exercises. Appraisals must also be kept up, so that employees will have pressure and motivation.

24. In any place in the hotel, when you see a guest, you should smile and say hello to the guest. When the waiter encounters the guest during the course of passing the food, he should do the following: stop once, give way, and say hello! Bar clerk, The cashier should smile and say hello to the guests who come to the bar!

25. During the peak period of customer arrival, when the greeter at the gate is too busy, the waitress on duty who has not yet arrived should go to the gate platform to assist Greeters welcome guests.

26. The waiter should grasp the priorities when serving the guests: first help the guests to pull out their chairs and give up their seats. After the guests are seated, they should first pour tea and wine; then remove the redundant tableware and chairs (exception is to add tableware and chairs) etc.; During the service process, the waiter is never allowed to leave his post for more than 3 minutes (including delivering orders, getting drinks, paying bills, etc.)

27. The waiter on duty should face the dining guests; do not turn his back to the guests. Or leaning on the pillar bar, etc., you must always pay attention to the dining status of the guests and provide services to the guests anytime and anywhere; pour drinks/tea frequently, change bone plates and ashtrays frequently, clean the table frequently, order dishes in time, light cigarettes for guests in time, etc. Try to prevent guests from pouring tea, wine, serving soup, lighting cigarettes, etc. If the guest does not smoke, the ashtray on the table can be removed to make the table more spacious, and the tea cup can be removed after pouring the wine.

28. The lobby attendants should frequently patrol the tables and provide services to guests in a timely manner; they should not stand in a daze and not serve guests; they should not allow guests to sit down for more than 30 seconds without being attended to or ignored. tea and the phenomenon of guests calling for waiters.

29. The private room waiter must enter the private room during the meal (unless the guest specifically requests an exception).

30. The waiter should use a tray when passing the dishes and changing the bone plates and ashtrays for the guests. 31. When ordering dishes for guests, the ordering staff should introduce the different characteristics of different cooking methods of each seafood to the guests for comparison and reference.

32. When the serving speed is slow and the guests have to wait for a long time before the dishes are served, the waiter should say to the guests after reporting the name of the dishes: Sir (Miss), I’m sorry for keeping you waiting. Yes, please use it slowly. ?

33. When serving dishes to guests, you should announce the names of the dishes; your voice should be moderate and sweet; you should not be weak.

34. When you finish pouring tea or wine for the guest, you should say: Please take your time?

35. The waiter should pay attention to his words when talking to the guest or introducing him to the guest. Pace: not too fast! Avoid dull, cold, and smileless facial expressions; stiff and boring speech evidence.

36. When guests check out and leave, they should be sent to the gate and handed over to the greeter. When seeing guests off, be good at communicating with them: ask for their opinions on service, dishes, environment, personality, etc. while walking.

37. There is a full-time receptionist in the hall to ensure that the on-duty attendants are not absent and avoid creating a vacuum. When the waiter on duty leaves the guest to go to the bar to get drinks or pay the bill, or otherwise, be sure to ask the nearby waiter to help look after the guest and provide service.

38. For important guests or private rooms with a large number of people, 2 to 3 waiters (preferably led by the foreman or above) should be assigned to serve, 1 to 2 people to pour wine, and 1 to serve or deliver food.

39. For guests with poor quality, waiters should not argue rashly with them. If they cannot tolerate it, they can ask the supervisor to change positions.

40. Correct any bad things you see (such as crooked countertops, broken tableware, garbage on the floor, etc.).

41. Waiters should pay attention to the use of body language (eyes, gestures, etc.) between guests and colleagues during the service process.

42. When inspecting before a meal, pay attention to every detail: whether the table is set up properly, whether the tableware is broken, whether the chairs are dirty, etc.

43. Tips for greeters to lead guests to the table: Seating in a scattered manner will make it seem like there are more people in the hall. At the same time, each waiter has a table, which will not cause one waiter to be busy and other waiters to be idle. .

44. Waiter listing service: Post the photos and information of the on-duty waiter in a conspicuous place in the lobby for guests to supervise; new employees must be assigned a master to guide them step by step.

45. Put pressure on employees in a timely manner, combine waiter wages with performance, reward good ones and punish bad ones, and more work will bring more rewards.

46. Waiters should keep the guests’ hobbies and habits in mind.

47. Hold a gap-finding summary meeting once a week (everyone talks about the shortcomings of their work and what they learned this week)

48. Managers should be good at identifying problems and problem solving.

49. Managers should also pay attention to the tone and attitude when talking to employees; avoid being blunt, scolding, and less reprimanding.

50. Managers should create a good working environment for employees and a good mood to provide quality services to guests, so that employees can serve guests with enthusiasm.

51. Employees’ spare time is an active auxiliary means to eliminate employees’ boring and boring work: it is not only conducive to gathering people’s hearts, but also conducive to improving service quality.

52. Talk to employees frequently, understand their thoughts in a timely manner, and understand what employees are thinking about every day.

53. When cashiers are present or close to customers, they should pay attention to standard language when speaking.

54. Supervisors should supervise, track and guide the on-site services of waiters in their respective jurisdictions.

55. The supervisor must conduct a pre-meal inspection before starting a meal, including whether there is noise from the sound facilities, microphones, whether the lights are dim, whether the phone is available, etc., and any problems found will be dealt with promptly.

56. Select 1 to 2 service stars every month (sales experts, innovative dish champions, grievance winners, etc.) to speak out and set examples for other employees.

57. Pay attention to the cultivation of affinity: Every employee should be a friendly ambassador with great affinity.

58. At a certain time every week, when the supervisor and ordering staff arrive, surrounding units will go to publicity cards, visit old customers, and develop new customers.

59. Managers should call customers frequently.

60. When the turnover exceeds the standard, give appropriate rewards to employees.

61. Managers must fill in work reports before leaving get off work every day.

2. Mental outlook and appearance

62. At work, you must always smile, be full of energy, be polite, enthusiastic, proactive, and affable; concentrate your energy and do not work hard. Absentminded and ready to serve guests.

63. Female employees’ hair: the front should not cover the eyes, the back should not cover the shoulders, and should be neatly combed, and long hair should be tied up. Male employees: the side should not cover the ears, the back should not cover the collar, and there should be no bristles.

64. Female employees should put on light makeup before going to work and should not wear breast jewelry (except wedding rings), and male employees should not grow beards.

65. Wear work clothes at work and keep them neat, stain-free, with all buttons and no open seams. Wear your ID plate correctly.

66. Don’t keep your nails long, don’t apply nail polish, don’t perm weird hairstyles, and don’t dye your hair with colored hair. Do not wear slippers or travel shoes when working. Wear required shoes and socks, female employees wear flesh-colored socks, and male employees wear dark-colored socks. Women's stockings are free of holes and skipping. Shoes should be clean.

3. Code of conduct and employee discipline

67. Standing posture

Standing service is the basic requirement for high-quality hotel service. The standing posture must be graceful and elegant, reflecting The quality, accomplishment and demeanor of the staff. When standing, keep your chest up, your abdomen in, your eyes neutral, your eyes straight ahead, or pay attention to serving guests. Do not stare at a fixed position and appear dull. Keep your shoulders relaxed and horizontal, your body's center of gravity downwards, neither to the left nor to the right, and your mouth slightly closed. The two naturally droop or cross in front of the body. Keep your body upright and stable, maintain a smile, keep your head upright, and slightly retract your chin.

68. Walking posture

When walking, based on the correct standing posture, the feet naturally move forward and backward, and the arms swing forward and backward naturally. At the same time, follow the "right-hand rule" and walk in a straight line. When you meet a guest on the road, smile, say hello, and be courteous.

69. Gestures

When serving customers, the use of gestures should be correct, standardized, graceful and natural. To indicate the direction to the guest, straighten your arms, keep your fingers together naturally, palms upward, indicate the target with your elbow joint as the axis, and keep your eyes on both the customer and the target. Smile and use the language accordingly.

70. Sitting posture

Maintain a correct sitting posture with the center of gravity vertically downward. Sit down smoothly and naturally. No leaning forward or backward, twisting the body, or shaking the legs.