The spirit of love and dedication.
As service personnel, they should learn to love their jobs and be loyal to their duties, so as to provide better services for their guests. Love and dedication means being serious and responsible for your work. Since you choose to engage in this profession, you must follow your personal choice and let yourself love this profession. Since you have chosen to do it, you should try your best to provide good service, satisfy the guests with thoughtful service and create a good service reputation for the hotel.
Self - discipline consciousness
Sometimes when the hotel's passenger flow is large and difficult to manage, the service staff should consciously greet the guests. In addition to doing a good job, when other colleagues need help, they should take the initiative to help their colleagues and have a sense of self-discipline. They should not run away when they are busy, but should be lazy when they are free.
A tenacious and healthy body
Service work tests the physical strength of service personnel, so service personnel should have tenacious and healthy bodies. Service personnel seldom have time to sit down and rest during working hours. The guests are here, and they need to be entertained. When entertaining guests, you need to provide meals for them. When guests leave, they need to clear the table and clear the rice plate in time. Sometimes when many guests work together at a table, the service personnel need to improve the efficiency, so the physical strength must keep up to stand the test, so it is very important for the service personnel to have a strong body.
Etiquette accomplishment of service personnel
The expressions and ways of service personnel in their work are often directly related to their professional quality, etiquette level and work attitude.
In the service etiquette of many countries, smiling is often listed as one of the important training subjects for service industry employees.
In interpersonal communication, standing posture is the basis of all manners of a person. Standing posture is not beautiful, and other postures can't be elegant. Therefore, in general, service personnel should adopt standard standing posture. When the service personnel walk at work, especially when the walking posture is obvious, they must meet the requirements of etiquette norms, and keep the correct rhythm while being elegant and steady.
Service personnel should master the standard squatting posture when performing squatting posture service, and should not leave an uncivilized impression on the clients. Under normal circumstances, service personnel are not allowed to take a sitting position in their service posts. If you need to pose in the service process, you should also consciously adopt the correct sitting posture.
When making gestures, service personnel should pay attention to softness and fluency, and avoid being blunt and lacking charm. At the same time, with gestures such as extension and expression, the gestures are more harmonious and generous.
Waiter's appearance
I. Expression
Treat people with humility, friendly expression, timely adjustment and sincerity.
Second, the use of eyes.
1. Look into the other person's eyes: Looking into the other person's eyes means that you are absorbed in the other person and you are listening to what the other person is saying. Greeting each other, listening, soliciting opinions, emphasizing key points, expressing sincerity, congratulating others or saying goodbye, all should look each other in the eye. But it can't be too long, or both sides will be embarrassed.
2. The other person's face: When talking with the service provider, you can take the whole face of the other person as the staring area. When staring at other people's faces, it's best not to concentrate on one place, but to be gentle. The most common way to receive customers at work is to look at the face.
3. The other person's whole body: When the service object is far away, the service personnel often need to take the other person's whole body as the gaze point when standing for service.
4. The part of the other party: At work, service personnel often pay more attention to a certain part of the body of the client because of actual needs. For example, when handing over items, you should look at each other's hands. In particular, it is impolite to look at the customer's head, chest, buttocks or thighs if there is no reason. When the other person is different, staring at those "forbidden zones" will also cause the other person's strong resentment.
Etiquette of service personnel
Service attitude refers to the subjective intention and psychological state of catering service personnel in the process of serving customers, which directly affects the psychological feelings of customers. Service attitude depends on employees' initiative, creativity, enthusiasm, sense of responsibility and comprehensive quality.
Service personnel should use a good service attitude to gain the goodwill and trust of the guests, so that the two sides can establish a friendly relationship from the beginning of contact. Good service attitude is the basis of further improving service work, and it is the concrete embodiment of implementing the principle of "guests first" and enhancing employees' service consciousness.
1, activity
Catering service personnel should firmly establish the professional consciousness of "guests first, service first", always think of guests in service work, and show positive emotions. Whenever a guest has a need, he should take the initiative to attack and solve it in time, so as to be diligent in eyes, mouth, hands, feet and heart, and make the service work before the guest opens his mouth.
Step 2 be enthusiastic
Catering service personnel should love their work, their customers, and serve the guests like relatives, so as to be smiling, dignified and steady, friendly in language, full of spirit, sincere in treating others, helpful in spirit and hospitable everywhere.
Step 3 be patient
Catering service personnel should be patient, not impatient, not bored and kind when serving different types of guests. Service personnel should be good at figuring out the customer's consumption psychology and patiently answer all the customer's questions. And can listen to the opinions and suggestions of the guests with an open mind, do not shirk things, respect the guests when there is a contradiction with them, have strong self-discipline, be calm and persuade patiently.
Service personnel principle
In service etiquette, there are some universal, same-sex and guiding etiquette rules. These etiquette rules are etiquette principles. It is very important to master the principles of etiquette, which is an important guiding ideology for volunteers to learn and use etiquette better.
Principles of service etiquette:
1, respect principle
Confucius said: "Courtesy respects people", which is a high summary of the core idea of etiquette. The so-called respect principle requires us to pay attention to, respect and be friendly to our guests in the service process, which is the focus and core of etiquette. Therefore, in the process of service, the first principle is to always respect people. Mastering this is equivalent to mastering the soul of etiquette. In interpersonal communication, as long as you don't disrespect others, even if you don't do it properly for a while, it's easy for the parties to understand.
2, the principle of sincerity
The principle of sincerity in service etiquette is to treat people sincerely in the process of service. Only in this way can we express our respect and friendship for our guests and be better understood and accepted by each other. On the contrary, if etiquette is only used as a prop and disguise, it is against the basic purpose of etiquette, while gymnastics, as a standard of etiquette, is inconsistent and inconsistent.
3. The principle of tolerance
The basic meaning of the principle of tolerance requires us to be strict with ourselves and be more tolerant of others in the process of service. Be considerate and understanding of others, learn to put yourself in the other's shoes psychologically, and never pursue perfection or be aggressive. This is actually a big show of respect for each other.
4. Follow the principle of custom
Due to the different national conditions, ethnic groups and cultural backgrounds, there is actually a situation of "hundred miles of customs" in interpersonal communication. This requires volunteers to have a comprehensive and accurate understanding of their country's etiquette culture, etiquette customs and religious taboos in the service work, so as to be handy in the service process and avoid mistakes.
5, the principle of moderation
The principle of moderation means that when applying etiquette, in order to ensure the effect, we must pay attention to skills and conform to the norms, especially to grasp the discretion and be serious and decent. This is because everything has gone too far. If you overdo it or fail to do it properly, you can't correctly express your self-discipline and respect for others.
Etiquette literacy that service personnel should have:
★ Basic literacy and etiquette norms of shopping guides
★ Learning experience of service etiquette
★ Briefly describe the basic principles and importance of service etiquette.
★ Etiquette literacy that public relations personnel should have.
★ What are the qualities of reception etiquette?
★ As a customer service should have the quality.
★ Experience of learning service etiquette
★ Experience of learning service etiquette
★ Restaurant service etiquette and basic polite expressions
★ Five evaluation articles on service etiquette training