Hotel is a service industry, so the service attitude and skills of employees are very important to the success of the hotel. In this highly competitive industry, hotels must constantly improve the skills and service level of employees to meet the needs and expectations of guests. The following is the performance that the hotel needs training:
1. service attitude: the service attitude of hotel staff is very important. They need to be friendly, warm, thoughtful and meticulous to their guests. Training should pay attention to the shaping of service attitude, so that employees can show honesty, patience and carefulness in service.
2. Communication skills: Hotel employees need to have good communication skills, including oral and written communication. They need to be able to express themselves clearly, listen to the needs and suggestions of guests, and answer their questions in a polite and professional way.
3. Sales skills: Hotel employees need to have sales skills and be able to sell hotel services and products to guests. They need to know all kinds of services and products of the hotel, and can introduce and recommend them to the guests to improve the sales performance of the hotel.
4. Health and safety: Hotel employees need to know about health and safety, including hotel cleaning and disinfection procedures, fire exits, etc. Training should pay attention to the health and safety awareness of employees to ensure the health and safety of the hotel.
5. Skills training: Hotel employees need to master various skills, including front desk reception, room service and catering service. Training should focus on the cultivation and improvement of skills, so that employees can skillfully complete all kinds of work.
6. Teamwork: Hotel employees need to have the spirit of teamwork and be able to cooperate with colleagues to complete various tasks. Training should pay attention to the cultivation of team spirit, so that employees can coordinate in the team and improve work efficiency.
7. Customer service: Hotel employees need to understand the importance of customer service and be able to provide quality services to guests. Training should focus on the cultivation of customer service ability, so that employees can meet customers' needs and expectations and improve customer satisfaction.
In a word, the training of hotel staff should pay attention to the cultivation of service attitude, communication skills, sales skills, health and safety, skills training, teamwork and customer service, so as to improve the service level of staff and the competitiveness of the hotel.