First, language ability.
Language is an important tool and way for waiters and guests to establish a good relationship 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.
When expressing, the waiter should pay attention to the natural fluency and affability of his tone, keep the 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 you can". 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.
Second, communicative competence.
Hotels are places where interpersonal communication is intensive. Every waiter will have extensive contact with colleagues, superiors 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.
Third, observation ability.
The service personnel provide three kinds of services for the guests. The first is the service needs 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.
Fourth, memory ability.
During the service, guests often ask the waiter some questions, such as hotel service items, star rating, service facilities, special dishes, tobacco, alcohol, tea, dim sum prices or urban transportation, tourism and so on. At this time, the waiter will become the "walking dictionary" and "compass" of the guests with his usual experience or purposeful accumulation, so that the guests can know all kinds of information they need in real time, which is not only a service direction.
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 lag 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 in 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.
Elasticity of intransitive verbs
Emergencies in service are not uncommon. When dealing with such incidents, waiters should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put themselves 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.
Seven, marketing ability
A waiter should not only complete his own job according to the working procedure, 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.
This article comes from: student worry-free network (stu5 1. ) original link:: stu5 1. /Shun Tak Hui/Shun Tak Hui/February 26, 2009/33600.
Is it easy to be a waiter in a business hotel? Is it complicated? It's the kind of big hotel for wedding companies. Being a hotel waiter is not complicated. Well, it depends on how you understand it. As long as the salary of the hotel meets your requirements, young people can. It is not difficult to learn, but if the service industry has not done it, I will be difficult.
How is the service of business hotel in Baotou? It's good. All right.
What is the service hotline of Xi Anwanbao Business Hotel? I can help you find the phone number of the hotel 029-62654000.
Xi Anwanbao Business Hotel
Address: No.76 Wanshou North Road, Xincheng District (Huaqing Road intersection)
Hotel opening time is 20 11kloc-0/1October 01. The main building is 8 stories high, with a total number of rooms 160 (sets). The hotel has a total construction area of 12000 square meters, more than 60 business rooms with different characteristics, a fully-equipped multifunctional conference hall and Bao Yue Pavilion restaurant, which can hold two wedding banquets at the same time (* * * has more than 600 seats). Starting from the needs of guests, the hotel considers the design, decoration, supporting facilities and services in an all-round way, pays attention to taste, grade and style, and makes guests happy and comfortable. This is the basic decoration standard of Wanbao Business Hotel.
Real feelings of guests: favorable rate: 50%, clean and sanitary, and the facilities are a little old.
Who knows what business hotel waiters do? Is it complicated? I'm so scared! mainly
First: clean the room.
Second: lead the guests to find a room.
Third: do a good job as a cashier.
How to write the summary of hotel waiter's work? Actually it's very simple.
The content probably includes the following contents
Your job responsibilities have always been.
What have you done and what have you not done well? How will you improve in the future?
Is Xi Anqinya Business Hotel convenient for transportation? How is the service of Xi Anqinya Business Hotel? Xi Anqinya Business Hotel is located at No.418 Xiying Road, Yanta District, Xi City, at the southeast corner of Qujiang Avenue and Xiying Road. Near the east gate of Qujiang New District. The hotel has convenient transportation and tourism. It is only a stone's throw away from the national 5A tourist areas such as Xi Big Wild Goose Pagoda, Yanta North Square, Datang Furong Garden, Datang Unify Square, Datang City that Never Sleeps, Aquarium and Shaanxi Provincial History Museum. At the same time, many bus lines meet here, which can directly reach Xi Railway Station and various famous scenic spots in the city. With a total construction area of more than 7,700 square meters, the hotel is a luxury business economy hotel integrating rooms, restaurants and conferences. The hotel has standard rooms, business big bed rooms, Japanese-style rooms, executive suites, etc. 135 rooms (sets), equipped with tea restaurants and municipal parking spaces; All-day hot shower, central air conditioning, TV, telephone and free broadband Internet access. All employees have undergone formal and unified training and assessment, have certain foreign guests reception ability, and wholeheartedly provide clean, comfortable, warm and comfortable accommodation environment for guests.
The hotel waiter's work clothes company did a good job. Do you want to customize the hotel waiter's work clothes? You can search for "Shengzaixu Frontier Clothing Co., Ltd." on Baidu. They did a good job! Our hotel was made by them!
How to start the work summary of hotel waiters is generally an introduction and summary of the main contents, which can explain the subjective and objective conditions of the work (that is, how leaders support, how colleagues help, how they work hard, complete the work tasks, perform their duties, etc.). ), it can also be a colorful sense of waiting, such as how long he stayed in the company, how the company made you feel, how the leaders cared, and how the work was. In simpler terms, it is the wording that the years have passed and the end of the year is approaching/the end of the month is coming again. Make an introduction and then summarize a certain stage as follows.
Do you have hotel waiter's work clothes that are easy to clean? Hotel work clothes get dirty easily, so you really need to buy something easy to clean. Last time, I heard from my aunt that their hotel should also buy such clean work clothes. It seems that I can't find them for a long time. Later, I heard that I accidentally saw a clothing franchise store named Jin Weile on the Internet. I went in and took a look. There are pictures and introductions. Finally found the clothes he needed to make her happy. So you might as well go here and have a look, hoping to help you.