1 At the end of the year, all walks of life are making year-end summaries, and the hotel service industry is no exception. Now my work as a hotel waiter is summarized as follows:
Here I learn and advocate how to do a good job in quality service and master seven elements:
1, Smile In the daily operation of the hotel, every employee is required to treat the guests with a sincere smile, which should not be affected by time, place, mood and other factors, nor should it be limited by conditions. Smile is the most vivid, concise and direct welcome word.
2. Proficiency requires employees to be proficient in all aspects of their work and be as perfect as possible. Employees should be familiar with their own business work and various systems, and improve their service skills and skills. A journey of a thousand miles begins with a single step. If they want to be proficient in business, have a good training class, and constantly sum up experience in actual operation, learn from each other's strengths, so that they can be skilled in service and improve the service quality and work efficiency of KTV.
3, preparation is to be ready to serve the guests at any time, that is to say, it is not enough to have a sense of service, but also to be prepared in advance, including ideological preparation and behavioral preparation, because preparation is done in advance, such as making all preparations before the arrival of the guests, and being ready to serve the guests at any time, without worrying.
4. Attention is to treat every guest as a god and not neglect the guests. Employees sometimes tend to ignore this link and even have negative service, which is caused by the superficial phenomenon that employees see that they are casually dressed, have low consumption and feel no style. In real life, the richer people are, the more casual they are. This is their confidence. And clothes don't represent wealth at all. In this link, you must not judge a person by his appearance and ignore the subtle service. We should pay attention to and be kind to every guest and let them spend willingly. We should remember that the guests are our parents.
Exquisiteness is mainly manifested in being good at observing, guessing the psychology of guests, predicting the needs of guests and providing services in time. Even before the guests ask, we can do it for them to make them feel more cordial. This is what we call higher consciousness.
6. The key to creating a warm atmosphere for the guests lies in emphasizing the environmental layout and friendly attitude before the service. Master the guests' hobbies and characteristics, create a feeling of home for the guests, and make the guests feel that staying in the hotel is like returning home.
7. Sincere hospitality is the virtue of the Chinese nation. When the guests leave, employees should sincerely invite them to come again through appropriate language in order to leave a deep impression on the guests. Nowadays, the competition is service competition, especially in the hotel industry, and the importance of service is self-evident. We use all kinds of high-quality services to form our own service advantages, with a view to creating higher guest satisfaction and making the hotel invincible in the fierce market competition. Every profession needs to talk about team spirit, and so does Happy Di. When business is busy, colleagues can understand each other and share the troubles encountered by Qi Xin. There are also tricky customers at ordinary times. When a person is in trouble, other colleagues will go up in time to mediate the dispute, so that the situation is no longer bad. Everyone has a clear division of labor and works actively, which truly achieves the effect of one hero and three helpers in action.
Usually, I will chat with customers, learn about their favorite songs, and recommend new songs to satisfy customers, so that more repeat customers will come, and customers will also recommend friends to improve consumption rate. After that, I will also make some summaries, which will accumulate over time and make my service more acceptable and liked by customers.
As a service person, I will encounter some setbacks and helplessness. Some people will think that a small logistics worker is insignificant. Some people think that my career is very low and disrespectful, but what I want to say is: All roads lead to Rome, I am happy to serve others, and I am happy to work here! I can be proud of this collective work. I think my career is like a watch. An hour hand that rotates on the surface can bring time and joy to everyone, while the tiny part that rotates inside is hard to see, but it is essential.
Of course, there is no end to learning, and what you have learned must be applied to your future work. I hope that leaders can make more efforts, colleagues can learn from each other, improve service efficiency in future work, and strive to become an excellent service staff, so that customers can feel extraordinary happiness in the world of Yindu Hotel.
The restaurant manager has worked in company X for more than a year. According to the work arrangement of the company manager, he is mainly responsible for the daily operation of the restaurant floor and the training of the department. Now we will summarize and report the work in 20 15 and briefly summarize the work plan in 20 16.
I. Performing duties
Mainly to assist the restaurant manager in the daily internal management of the front office. In the next few months (June, July, August, September), I was mainly responsible for hotel marketing for work needs, leadership trust and self-development needs. Looking back on the work in the past few months, there are mainly the following aspects:
1, pay attention to learning and education, and encourage people to make progress.
I have been in charge of the internal management of the Royal Hotel since I took office. I know that most employees of the Royal Hotel come from Hebei, Anhui, Hunan and other different regions. Their cultural level and comprehensive quality are very different, and their professional level and service awareness are not high. In view of this situation, I listed my own shortcomings one by one and conducted comprehensive training and on-site supervision. Correct the wrong management methods, explain the theory and practice the operation. The operating procedures of eight skills exercises are standardized from the aspects of standard polite expressions, smiling service, professional ethics and food collocation when guests enter the store. Through learning, employees can strengthen service quality and improve service level. When guests enter the store, they can take the initiative to serve warmly and introduce hotel dishes. When guests light cigarettes, the waiter should hand over the ashtray in time. A skill competition was held in April, and the waiter Tan Liyan won the first place in the skill competition. Other waiters have developed the good habit of asking questions if they don't understand, and asking each other if they don't understand. They have also learned a lot, their mental outlook is getting better and better, and their work efficiency has been improved. However, the operational details need to be improved.
2. Grasp the management system.
In the early stage, there were many problems in the work of the restaurant. The main problem is that there is no standardized system, employees are not clear about the system, and some systems have not been implemented to specific responsible persons. Through the guidance of the leaders of the quality inspection department, I listed the switching time and the person in charge of the wall and audio in the health work system, as well as the service process, personal hygiene requirements and standards of each post, and the matters needing attention in finishing the work, and conducted on-site supervision and inspection every day, which was of great help to employees to strengthen their work consciousness and clarify their work responsibilities. In the later period, the telephone cost was high, so the telephone booth was configured by the senior manager, and the telephone was locked after work, and the waiter was not allowed to make local calls, which put an end to the phenomenon of making local calls after work.
3. Grasp the communication of internal customers.
Communicate sincerely with customers, listen to their valuable opinions, constantly improve coordination, and feed back customer feedback information to the kitchen in time, such as sometimes customer feedback? Mei's fried meat? Not enough weight? Boiled fish? Not fragrant enough, and so on. Through sincere feedback from customers and careful discussion and revision, we will continuously improve the quality of dishes and satisfy customers.
4, pays special attention to the reception and management of banquet propaganda work.
October is the golden season for wedding banquets. I made a wedding banquet plan and distributed leaflets to visit the surrounding units. At present, we have undertaken five wedding banquets on June 5438+ 10. Guests have always introduced the advantages of the restaurant, communicated with the wedding company by telephone, and publicized the hotel scale. And made full preparations for the banquet reception in a planned way.
Step 5 eat a team meal
We contact more than 30 tour groups by telephone and have group meals every Saturday, Sunday and Monday. At present, travel agencies, travel agencies, international travel agencies and travel agencies spend the most. By taking group meals, the popularity of the restaurant is increased and the cost of the kitchen is reduced. And take advantage of the opportunity to receive group meals, seriously consult and feedback, and do a good job of feedback statistics.
Second, the direction of future efforts
I deeply feel my own shortcomings in my work, and I will work hard in these aspects in the future:
1. Keep learning, improve yourself, and strengthen the study of sales business knowledge and all aspects of knowledge.
2. While doing a good job in this position, we will continue to develop new customer groups.
3. Do a good job in maintaining and communicating with internal customers.
4. Arrange marketing work in a planned way.
5. Do a good job in customer statistics, constantly strengthen contact, and do a good job in customer complaint handling and information feedback.
6. Work closely with the hotel sales department to receive catering and reception services.
The restaurant manager's monthly work summary 3 _ The restaurant is a new restaurant in our downtown area. I have worked in the restaurant for one year. I am a waiter in the restaurant, and there are many waiters like me in the restaurant. In this unique restaurant, I am very happy to go to work every day. I like the service industry very much, especially being recognized by customers at the same time. The style of our restaurant is traditional, including design, dishes and staff clothes. I think this is worth mentioning, with traditional characteristics. The official style has attracted many consumers to understand, and more and more, so our usual work will be very busy. After spending some time in the restaurant, I think we should review the work of waiters since this year.
I. Daily work
Waiter, of course, is the most basic in the restaurant, but I always like my job, which is my deep love for this industry. I always hope to get more people's affirmation while serving, so that I can be valuable and be called real service.
My work in the restaurant every day is very fulfilling. Our restaurant opens at 10 every day, because we don't make breakfast and go to work late. I arrived early to start a new day. Because the reputation of _ restaurant is growing slowly, customers will come to eat before 1 1. There are still many waiters in our restaurant, but when we are busy, everyone can't wait to get another pair of hands.
As a waiter, we should have these qualities: patience, carefulness and responsibility. We should have a correct attitude and keep smiling when customers order. These are the basic qualities of a restaurant. As waiters, we should be familiar with the menu in our restaurant. When customers ask us to recommend dishes, we should be patient and introduce them skillfully. Usually spend a lot of time to understand the characteristics and taste of each dish, and pay more attention to each dish. Customers should have a correct attitude and patience when checking out, and don't keep customers waiting. These are the basic skills of a waiter. _ Restaurants, in their daily work, should have enough patience to serve every customer well, and can't have a big argument with customers, which is the most forbidden.
Because I go to work late and I am nervous at ordinary times, I get off work at 9 o'clock every night, which is very fulfilling and satisfying. This is a year's daily work.
Second, the harvest of work.
I have been working in _ restaurant for one year, and I have been doing well as a waiter. I finish my work every day and have never had an argument with my customers, which is not allowed. I always remind myself to be an excellent restaurant waiter.
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Selected speeches by the host of the May Day party (1)
Yu: We use the essence of the sun and the moon to compose beaut