You should pay attention to the gains and feelings of hotel staff after training. Only when you have finished your work can you make other progress. Watching more videos of excellent interviews may bring some inspiration. Have you learned about the gains and feelings of hotel staff after training?
Gains and feelings of hotel staff after training 1 The two-day training is an opportunity for us to learn. Being able to have such an experience, both now and in the future, will benefit me a lot and I feel very lucky. Thank you very much for your trust in me. Through this training, I realized the importance of communication skills and team building and management for the foreman in his work. The following is my experience in this training:
First, the importance of communication skills and how to communicate effectively.
I used to think that communication was just saying what I wanted to express, but through this training, I realized that there was more than that. A perfect communication is to make the other party fully hear, understand, understand and accept what you want to express, and that is the success.
Second, how to correctly use the skills of criticism and praise.
Someone once said that praise is like sunshine and criticism is like rain and dew, which is very philosophical. In the communication with colleagues and customers, we need both sincere praise and pertinent criticism. Praise can make others meet their own needs. Similarly, pertinent criticism starts with praise, giving people reasons and principles, so that the other party can have trust and confidence.
Third, team building and management play an important role in the growth of a store and even the whole company.
A team is not just a group of people who work together, it is a large organization composed of people with complementary skills, consistent goals and the courage to take responsibility. It takes a long time to form a good team, and its management and maintenance have to go through a bumpy road. With strong cohesion, it will create a harmonious and friendly working environment, penetrate into the hearts of every member, and drive the store and even the whole company to develop forward. If a team loses its cohesion and goals, it will make the whole team loose or even lose the whole team. Therefore, how to unite the strength of the team requires the team leader to set clear goals and correct the mentality of each member in order to lead a strong team.
Finally, I will apply what I have learned in this training to my future work, give full play to my role in the team, and help the store manager lead our team to make a big impact.
Gains and feelings of hotel staff after training II. linguistic competence
Reflect the waiter's spiritual accomplishment, temperament, attitude and personality. The two most important aspects that guests can feel are the words and deeds of the waiter. 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.
Pay attention to the natural fluency and affability of the tone, and the waiter will express it. Speak at a uniform speed and always remain calm and polite. Words expressing respect and modesty can often ease the tone, such as "you, please, feel guilty, 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 the different places and identities of the guests.
Body language is another important part of language, but it is often ignored. According to the research of related scholars, when people talk about it. Body language plays a very important role in expressing 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.
Every waiter has extensive contact with colleagues, superiors and subordinates, especially there are a large number of guests every day. Hotels are places where a lot of interpersonal communication takes place. And will have various interactive relationships with guests based on services. 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 first is the service needs that the guests have made clear. The service personnel provide three kinds of services for the guests. As long as you 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 or are considering.
The most noteworthy service skills of waiters. This requires the waiter to have keen observation ability and be good at seeing through the potential needs of the guests at a glance. And turn this potential demand into timely and practical services. And providing this service is the most valuable part of all services. The first service is active, the latter two services are active, and the provision of potential services emphasizes the initiative of waiters. The essence of observation ability lies in being good at thinking what the guests think and delivering the service in time and properly before the guests make a sound.
Fourth, memory ability.
Guests often ask waiters about hotel services, star rating, service facilities, prices of special dishes, tobacco, alcohol, tea and snacks, or urban transportation and tourism. At this time, the waiter will become the guest's walking dictionary "compass" according to his usual experience or purposeful accumulation, so that the guest can know all kinds of information he needs in real time. This is not only a service direction and guidance, but also a service that guests can appreciate.
Or when you need some drinks and refreshments, the waiter often meets the substantial delay service that the guests need. That is, the guests will have some things entrusted to the waiter. There is a long or short time lag between the proposal and the provision of these services, so hotel waiters need to keep in mind the services that guests need and provide them accurately in the future. If the service requested by the guests is delayed or simply forgotten, it will have a bad influence on the image of the hotel.
Elasticity of intransitive verbs
Waiters should adhere to the principle of "the guest is always right". When dealing with such incidents, accidents in service are common. Be good at standing in the guest's position, put yourself in the guest's shoes and make appropriate concessions. Especially those who are responsible for most of the waiters, should dare to admit their 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 he is wrong or not.
Seven, marketing ability
You should also actively introduce other services to your guests. A waiter should not only complete his work according to the work list. Sell it to guests. 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.
As a new employee of xx Hotel, I am very grateful for this induction training, which made me quickly integrate into this big group. After a short week of training, I learned a lot of knowledge, learned a lot of truth about being a man, changed some original ideas, and found a new starting point.
Before the training, I was confused about the new environment. After this training, I have a general understanding of the present situation of the hotel. Not only that, Mr. xx also took out his previous work experience and positive and negative cases in the hotel to discuss and share with you, so that people who are not engaged in the hotel industry can understand the responsibilities and service standards of various positions in the hotel, and how to deal with emergencies, so that people who have been engaged in the hotel industry can sum up more experience and let me fully feel the selfless dedication and noble quality of Fule people. At the same time of harvest, my heart is filled with emotion.
Although many days have passed since the training, the daily situation is still fresh in my memory.
The first three days of training are military training, which is the responsibility of the hotel security department. Most of our new employees are XXX graduates, and a few come from different educational levels and different social backgrounds. We are no strangers to military training. Our instructor is of medium height and has a chubby belly, which adds a little kindness and puts down the original fear. Standing on the playground in the hot sun, my face flushed. Although our military posture is not very standard, it also constitutes a monotonous landscape. In military training, an action happens occasionally, and a person fails to do it well, and the instructor will strengthen the practice one after another until our actions are coordinated and up to standard.
This requires us to establish team spirit. If one person can't do it well, the whole group can't do it well. Just like at work, if a link goes wrong, it will affect the overall service quality and good reputation of the hotel, so we should apply this spirit to our work. The three-day military training soon ended, and everyone persisted. I believe persistence is a good start. After military training, we gradually merged from an unknown individual into a harmonious, organized and disciplined group. Military training not only taught me to stand upright, walk upright and stand upright, but also honed my will and taught me the spirit of unity and cooperation.
In the next three days, leaders from all over the world gave us lessons. The first exercise was "breaking the ice", which quickly eliminated the strangeness among our group members. Soon, the "Wolf Team" and the "Stone Club Team" were established. Through the games carefully prepared by teacher xx, we fully mobilized the enthusiasm of each of us, gave full play to our personal potential, and made everyone feel the importance of unity and cooperation.
Although some projects have not been successfully completed, through collective discussion and careful summary and acceptance, we realize that to accomplish one thing well, we should not only have a perfect and thoughtful plan, but also have wise and courageous leadership to give full play to everyone's enthusiasm.
In practice, I found many shortcomings of myself and came to the conclusion that a good team is the strong backing for the success of the enterprise. Through the practice of "breaking the ice", everyone in our team has come together, and every heart has come together, so that we can understand that success requires the joint efforts of all of us. In the future work and life, there are many things that need everyone's joint efforts to complete, which requires putting the "team consciousness" established in practice into action. The "ice-breaking" game and expansion exercises are over, but the team consciousness is deeply imprinted in my heart.
In all the subsequent courses, Mr. xx taught us about the hotel, the hotel's professional ethics, the psychology and mentality of the hotel industry, and learned the smiling service and hotel code, hotel etiquette and hotel awareness and service awareness, hotel staff manual and code of conduct, and the general basic English of the hotel. Moreover, Director Yin Xiancheng of the Ministry of Security also taught us a lot of fire fighting knowledge. Many of them are knowledge that we have benefited from all our lives. After listening to their wonderful lectures and analysis, they not only taught me how to do things, but also taught me how to be a man, and made me understand that mentality determines a person's success or failure!
On the last day of the training seminar, first of all, Mr. Ren made a speech and asked everyone to put forward some opinions or suggestions on the work. What impressed me most was that Yao Youqi talked about her experience of working and studying abroad. Everyone looked at her with admiration, but she also envied such learning opportunities.
There is also work experience. After her unremitting efforts and struggles, her work was finally recognized by the company and colleagues, and won many awards. As if her experience was so familiar to me, I couldn't hold back the tears in my eyes after listening to her story and kept falling. I quietly turned my head to dry my tears. I never let others see my fragile side. I will always be strong and learn from her spirit of hard struggle and not being afraid of hardship. I will work harder in the future.
I like this teaching method of combining training with games. It is not only a training, but also a sharing, a harvest brought by learning, a joy brought by learning, and a touch brought by learning.
This happy and short week will affect my life. I think I will never forget where I will go in the future. I am honored to have such training experience! This will be a valuable asset in my life! Without the visionary leadership of xx, there would be no chance for me to study. Thanks again to xx International Hotel for giving me such an opportunity to learn!