Through this training, I realized that as a hotel waiter, enthusiasm is important in hotel work, but it also needs good service ability. For example, in case of emergency, the guest suddenly fainted due to myocardial infarction. If the medical staff arrive, the guest's life may be in danger. If the service personnel don't have any first aid knowledge at this time, it's useless to be enthusiastic, because it involves the technical problem of "can't". Therefore, I think as a hotel waiter, you should at least have the following service capabilities.

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 about some hotel service items, grades, service facilities, special dishes, prices of tobacco, alcohol, tea and snacks, or urban transportation, tourism and other issues. 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 and guidance, but also itself.

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 difference 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 at a later time. 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

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 promote 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.

Example 2

More than 90% employees in our company are young employees.

I want to ask you a question: "Are you ready for the development of the company?"

Maybe you will say, "I'm just an ordinary employee, working in an ordinary position." What can we do is a matter of leadership! "

Here I want to say loudly: "You are wrong! In the process of the company's operation and development, although we are just ordinary members in ordinary posts, our practical actions of loving our posts and being dedicated are the cornerstone of the company's development and progress! The hotel work of the company is also a bridge of market economy, which is related to the health and happiness of millions of food consumers and connects people's hearts! "

I. Work aspects

These days, I learned about the hotel's policy, layout construction, division of departments, work distribution, personnel positioning and other natural conditions. The general department is an office function and an important department to contact leaders and employees. I am honored to be a member of this small group. Although it is trivial to collect meal tickets every day, it can reflect the rigorous and advanced management of our hotel. Quality inspection is an indispensable and important guarantee department for any enterprise. As a service industry, quality inspection is the top priority. Both the sanitary condition of the guest rooms and the gfd of the catering staff affect the business development of our hotel. I only knew from the beginning that I now have a pair of eyes that see everything. This is my progress, but also a great harvest. Blackboard newspaper is the window of our hotel's internal publicity. By publishing newspapers, I not only improved my writing level, but also enhanced my language expression ability. During the evaluation process, due to the trust of General Manager Li and the help of Manager Wang, I compiled two evaluation materials. I deeply felt the lack of my language listing skills and logical thinking. First-line service is the most rewarding place. Although hard and nervous, I learned the knowledge of tidying up the room, turning over the bed and how to put it in order to be beautiful. Understand the preferences of experts in the process of welcoming and seeing off, and feedback information in time in order to provide better service. On February 8, 65438, when the evaluation work was coming to an end, it happened that the meeting between supply and demand of college students from three northeastern provinces was held in Harbin, which was the most important thing for our graduates. I've been ready for a long time, but the floor attendant is really busy. I was very moved to see them forget to eat and sleep and work overtime. Although I am a student, I am also a hotel employee, so I didn't attend the job fair. I'm not saying how great I am. But I was moved by such a United, dedicated and pragmatic group. Dedication is selfless, so warmth and enthusiasm are fiery, so they shine. This is the wealth and growth capital of the enterprise!

Second, learning experience.

As the business premises of public institutions, international hotels have their unique advantages. From the management system to the scale of development, it has become a leader in the same industry. The overall quality of employees has also been affected in the specific atmosphere of the university. Can establish a strategic position, open up external markets and consider the interests of employees, with the concept of knowing the big picture and taking care of the overall situation. Although this is a new enterprise, it is also a dynamic and creative enterprise.

However, the development of things has two sides. As a new enterprise, under the impact of the wave of market competition, it will show its own weaknesses and contradictions. As long as we find a solution to the problem, we will become better if we go up a storey still higher. Competition is also the driving force of enterprise development. The key is to master the skills of competition, enhance the sense of innovation, dare to break the traditional concept, business philosophy and management innovation, and gradually move closer to the market-oriented and people-oriented management mechanism to shape a brand enterprise with unique characteristics.

Honor is only an affirmation of my previous work, and it is the motivation for me to do my essential work well. The next step is a starting point. With new goals and new challenges, there should be new improvements. In the next step, I will be strict with myself with the conditions of excellent employees, diligent in reporting, diligent in learning and diligent in summing up, and contribute to the development of the hotel!

Example 3

I often think that it is not easy to do a good job as a waiter, because it is multifaceted, irregular and dangerous. It requires us not only to have full enthusiasm for our work, but also to have a heart for perfection.

Now, when we finally realized our original dream. But how are we doing? Lazy work, sloppy makeup, even indifferent words, blunt attitude ... In fact, in life, each of us has to face other people's eyes anytime and anywhere. Can you pass? Just like our guests, they are actually the "examiners" you face every day. Are you polite? Are you amiable? Are you noble, elegant, dignified, intelligent, calm, witty and decisive? Did you do impeccably? How much have you achieved?

How many achievements you have made means how many impression points the examiner can give you, which means that he will decide how to respect you. Is it trust? Or indifference or even contempt? In fact, people are mutual. The attitude of others towards you is actually a mirror of your own words and deeds. Don't always criticize the mirror, but reflect on where the people in the mirror are not good enough and where they need to be improved.

Specific to our actual work, that is, when you are in charge of housekeeping, are you a good "insider" and do a "beautiful" job: act quickly, clean up, and always be ready to be a solid backing before others need it to ensure the smooth progress of foreign work; When you work outside, have you become a beautiful "angel", with an eternal smile like Mona Lisa, facing the "gods" with infinite love and patience, loving what ordinary people can't love and enduring what ordinary people can't bear; As a foreman, can you coordinate and organize every post, focus on the overall situation, be meticulous, care about the feelings of guests and the growth of young people, and help them enter the work role as soon as possible? When something unusual happens, you can still face it calmly, tactfully and decisively, showing the courage that "an enemy can stop you".

If service work is a hard job, then let's devote ourselves to this kind of "bitterness" to exercise ourselves. "Jade is rough and abrasive, and one day, it will make us tougher, more tolerant, richer and better!