In order to better understand and master the hotel industry and adapt to the needs of the constantly developing modern world, we must master the hotel service consciousness and service skills, so as to better adapt to the needs of the post. I explain my point of view from the consciousness of hotel service and the innovative skills and training skills of hotel corporate culture. Prove that service skills are very important in the whole hotel. Use Chinese learning and constant honing in learning to improve your knowledge, enrich yourself and realize your ideal goals. Specifically, it is mainly the strengthening of service consciousness, and the guests are always right. At the same time of production and sales, the expectations of our guests are divided into: first, we should be easy to contact, expect us to be polite, expect attention, have empathy, have professional knowledge and maintain consistency. We unite as one, from which we deeply understand the connotation of service consciousness, and rise to master service skills and know how to serve with a smile. Guests are our god, high quality. Appreciate the guests and their cognitive process, understand their requirements and habits, like and dislike them, and surprise them with targeted services before opening their mouths. This is our goal. Use these techniques to present the Expo.

Keywords: consciousness; Skills; Appreciate; Passion; Communication; Innovation; well-behaved

Hotel service consciousness

In February this year, I came to our internship unit-Mongolian Style Garden and started my formal life. After joining the group, we began to train intermittently. In the bright spring of March, we had a hard military training. We honed the spirit of hard work and gave full play to the cohesion of team spirit. During the intermission of study, I mainly expounded my experience and knowledge. First of all, we should start with the awareness of hotel service, so that we can master the skills of hotel service more deeply.

Service consciousness refers to the desire and consciousness of all hotel staff to provide warm, thoughtful and active service in the interaction with all people or organizations related to hotel interests. Having dinner in the restaurant, I enjoyed delicious food and warm and thoughtful service. I had to pack up and go home because there was food left, but just after I left the store, my foot slipped and my lunch box fell. Vegetable juice spilled on my leather shoes and trouser legs. While I was annoyed and hoped for help, I saw that the service staff at the entrance of the hotel didn't mean to help each other at all, but laughed and made fun of me. I asked them angrily, but they said, "If you leave the hotel, you will no longer be our guest. We have no obligation to help you." I was speechless for a moment. A friend who works in a restaurant once told a story: on the bus to work, he and a passenger had an argument over trivial matters, and they were very unhappy. In the afternoon, when he was working in the class, he happened to meet this passenger who came to make a reservation for his friend. On that day, he really realized what embarrassment was, and almost lost a business because of what he did on the bus. Through the above two things, we have to think about whether our usual understanding of hotel service consciousness is correct. When it comes to service consciousness, most people will think of such a concept: "Hotel employees have a desire to provide services for guests in their communication with guests."

Hotel employees here are generally understood as employees who directly serve guests in the hotel, that is, employees in front-line departments. Guests refer to people who use hotel services at the expense of money, that is, consumers. Because of the above two things, we have to have some different views on such a concept that has been widely recognized and accepted, as long as there are the following points: first, the term "guests" is widely limited to real consumers who buy hotel services, but should refer to all people or organizations directly or indirectly related to hotel employees; Secondly, hotel service consciousness is not only the basic quality that traditional front-line employees such as reception desk, guest room, restaurant and shopping mall should have, in other words, all hotel employees should have a strong sense of service, which is just ignored by most employees most of the time, including a large number of hotel managers and even decision makers; Thirdly, the time range of hotel service consciousness should be extended, which is not only a criterion that must be strictly observed during working hours, but also something that hotel employees should keep in mind outside 8 hours.

Therefore, to sum up the above points, the concept of hotel service consciousness can be summarized as follows: service consciousness refers to the desire and consciousness of all hotel staff to provide warm, thoughtful and active services in their contacts with all people or organizations related to hotel interests. Not only in hotels, but also outside hotels; Not only during working hours, but also outside working hours. The following points are described. Guest is a big concept. We should not only pay attention to those who learn to send us money, they certainly have reason to let us provide services for them. However, our vision should be wider and wider. So the so-called guests are not only the people you are serving, but also those who need service because of lack of enthusiasm, even including all suppliers, agents, administrative organs exercising management power over hotels according to law, and people who have had contact in the past. The reasons for treating the above individuals and organizations with the same sense of service are as follows: Although they are not the displayed consumers, they are the potential "God of Wealth" of the hotel: all people who have contact with the hotel are the judges and propagandists of the hotel. If they want to have a positive evaluation and publicity of the hotel, they must feel our enthusiasm, thoughtfulness and initiative; For our suppliers and others, the first-hand experience of our excellent service will definitely change the will for better and longer-term cooperation. Service awareness is equally important to functional departments. In order for functional departments to establish a sense of service, the key lies in changing the wrong concepts such as "functional departments are second-line, and the requirements can be lower" and "functional departments are not guests", and establishing the idea that the whole hotel is first-line. Hotel management should first complete this transformation and let functional departments realize the importance of establishing service significance. Some hotels carry out "What if I am?" Keynote speech activities put employees in their shoes, which plays a very good role in strengthening communication between different departments and different positions and strengthening the service consciousness of employees, especially functional departments. Secondly, functional departments should implement standardized management like front-line departments. Make clear and quantitative requirements for the work of a department and a post. In a hotel, I had a job, such as asking the driver of the shuttle bus to keep the car clean, drive on time, entertain guests at a fixed point, gather at the door and unify the tooling. There is also a greeting and a message to go. Really let the employees in the car feel the enjoyment of the guests. Third, strict control of functional departments. It is common for senior hotel leaders to inspect front-line business departments, but there are few functional departments, even if they do not. In addition, we should also carry out the evaluation activities of functional departments' projects, just like encouraging consumers to marry restaurants, allowing front-line employees and units with business relations to evaluate the work of functional departments, find problems and improve services. The general manager also needs service consciousness, and the general manager should also have service consciousness. Is this too much to ask? The answer is, not too much, and just right. Imagine how a general manager with vulgar and informal behavior can bring out excellent employees. How can a general manager who treats his subordinates rudely and arrogantly make hotel employees feel comfortable and full of enthusiasm in their work and life? What kind of impression will an arrogant general manager leave on the hotel? In fact, a leader with a good sense of service is the best example for employees to learn and fire. If all employees can do the above. The smiles of others in our cotton team are no longer "professional", but from the heart, showing the true feelings of kindness and service to others. The image of our hotel will be highly praised by the public. Our employees are not only excellent hotel practitioners, but also advocates and disseminators of socialist spiritual civilization.

Language and communication skills

First, master the skills of speaking: language is the most important tool for communication between people. Use good oral English at work and maintain good and effective communication with guests and members of the organization. Pay attention to your words 1, which has substance in words; That is, speak with content and value. There is a saying: "One conversation with you is better than ten years' study. "Don't talk nonsense, ramble, nonsense. Give others a flashy feeling. When serving guests, hotel interns should provide high-quality services with warm and decent words. Tour guides should pay attention to the cultural connotation of tour guide words. In short, through talking with you, let others think that you are a cultured and tasteful person. 2. affectionate words; In other words, you should be sincere and open-minded, but only your sincere hospitality will win the guests' love. Pay attention to convey your warm and friendly feelings when communicating with guests. Touch the guests with your sincerity. 3. Be polite; That is to say, behave politely. China is an ancient civilization. Historically, it is known as "the state of etiquette". The tourism service industry pays special attention to the word "ceremony". Therefore, when communicating with guests, we must pay attention to manners. No matter how rude the guests are, you must be polite. 4. Speak in moderation: that is, speak within proper limits. When to say, when not to say, and to what extent, are all very particular. Pay attention to the changes of communication occasions and communication objects. In short, expressing feelings properly is beneficial to our work. Second, body language communication: hotel service personnel must use good body language to provide quality services to guests. (1) Body posture: 1. Standing posture: upright. Chest out and abdomen in. Eye level. Smiling and sipping. The arms naturally droop or cross in front of you, and the right hand is placed on the left hand, so as to maintain the state of providing services to guests at any time. When a woman stands, her feet are V-shaped, and her knees and heels should be close together. Men stand with their feet shoulder-width apart. Don't stagger and shrug your shoulders. Hands akimbo, pockets, chest. Let the guests think that you are tall, straight and tall. It really stands like a pine tree. 2. Sitting posture: Sit up straight. Sit gently, keep your upper body straight, your waist straight and your spine up. Relax your arms and lie flat. Knees together, don't fill the chair when sitting (two-thirds is best). When sitting, avoid the following postures: sitting in a chair, leaning forward and leaning back, shaking your legs and sticking to your feet; Cross your legs on the sofa armrest or table, or stand on the coffee table; Hold your chest with your hands in front of your superiors or guests, cross your legs or lie down on the workbench. 3, walking posture: walking should be light and steady, pay attention to raising your head, chest and abdomen. Shoulders should be flat, the body should be straight, and women should be light, smart and smart when they walk (both feet should walk in a line, not take big steps); When a person walks, his feet follow two lines. The steps can be slightly larger and the performance is stable. Men walk without twisting their waists; Women don't shake their bottoms. Don't shake your head when you walk, whistle, don't eat snacks, don't look around, don't hold hands with others, don't go back and forth, don't run and jump. When the work needs must exceed the guests, apologize politely, and at the same time: (1), try to be right-handed and don't go in the middle. (2) When you meet a superior guest, you should nod and say hello. (3) When accompanying the superior guests to the door, open the door actively and let them take the initiative. (4) When getting on or off the elevator with the superior guests, you should take the initiative to open the door and let them get on or off first. (5) When guiding the guests, let the superior guests walk on the right. (6) When going upstairs, the guests are in front, and when going downstairs, the guests are behind. Let this lady walk on the sidewalk. (7) Take the initiative to make way for the guests when they come face to face or get on the elevator. (2) Hand posture: Generally speaking, there are two kinds of sign language, with palm up indicating openness, modesty and sincerity; Palm down means repression, arrogance and coercion. Therefore, when hotel service personnel talk to guests, all instructions must be that the arms are straight, the fingers are naturally close together, the palms are up, and the elbow joint is the axis, pointing to the target. Don't point. Don't gesture too much when talking to guests. When handing something to a guest, you should respectfully offer it with both hands. Never throw it casually. (3) Facial expression language: When communicating with guests, good facial expression language will help you communicate with guests. Attention of hotel service personnel: 1. Smile and be happy, guests should be friendly, not cold and dull, and give them a feeling of being unwelcome. When a guest comes to your post, no matter what you are doing, you should stop for a while and greet the guest actively. Pay attention when the guests talk to you. Give people a sense of respect; Don't be listless or careless, giving guests a feeling of being ignored. 3. Treat people sincerely, neither humble nor supercilious, giving people a sense of sincerity. Don't be afraid, just be Nuo Nuo, giving people a feeling of hypocrisy. 4. Be calm and steady, giving people a feeling of calmness, and don't panic, giving people a feeling of impatience. 5. Be calm, relaxed and confident, give people a sense of relief, don't frown, be full of sadness, and give guests a sense of weight. 6. Don't look bored, stiff and angry, and don't make faces, stick out your tongue and blink your eyes to give the guests a feeling of disrespect. Third, learn to listen: people like good listeners, even good speakers. Listening is a very important communication skill. As a tourist service personnel, learning to listen will greatly help to maintain good communication with you, guests and members of the organization. So, how to listen better? 1. Create a good listening environment: the listening environment will have a considerable impact on the quality of listening. In noisy places, people's desire to speak and listen will decrease. Therefore, when you need to communicate with guests or group members, remember to create an equal, safe and undisturbed listening environment. 2. Learn to read words and observe colors: Listening is a process of accepting and understanding each other's thoughts and emotions through auditory and visual media. So, first of all, learn to listen. Sometimes the same sentence will have different effects because of the non-use of volume, intonation and stress. China used to say, "Listen to what you say." . At the same time, you should also be able to read, because sometimes, just listening to each other, it is difficult for you to judge each other's real thoughts. 3. Using good body last words and good body comments will help to improve the listening effect. When listening, we should stop using closed body language: for example, when listening, we should lean forward slightly to show our attention and respect to the speaker, smile, be pleasant, concentrate and maintain good eye contact with the speaker. Serious, sincere and devoted. Use your facial expression to tell the other person that you are listening. He is a person worth listening to. 4. Pay attention to responding to the other party: In conversation, if one hand is expressionless, silent and unresponsive, the speaker's self-confidence will be frustrated and his desire to speak will decrease. Someone said, "What's the difference between talking to an unresponsive person and talking to a wall?" Therefore, when communicating with people, we must pay attention to using silent language such as nodding and smiling, or responding to each other with audio language such as asking questions and participating in speeches. Only in this way can we communicate smoothly and happily.

Hotel training skills

Etiquette training skills for hotel waiters 1. Politeness and etiquette: it is a ceremony to pay tribute to others, a general term to show respect, and a respectful attitude towards others. Rites are etiquette formed by customs. Appearance, appearance and politeness are the direct moral norms in dealing with people. Etiquette is a ceremony to pay tribute to others. Instrument is a professional gfd, including dress, gfd, posture, demeanor and behavior. Two, two quiet, keep quiet in the workplace, keep quiet in the grand occasion. 3, three light and one fast, light operation, light talk, light walk, fast service. 4, three understand, understand the customs of the guests, understand life, and understand special requirements. 5, three times, the guest has a greeting, the guest asks and answers, and the guest leaves with a voice. 6, self-esteem, respect for the elderly, respect for women and children, the disabled. 7, five diligence, eyes, mouth, feet, hands and ears. Three, the five principles in service: 1, female guests first, male guests later. 2. Take the guest before the host. 3. Take the head first, then the general. 4. First the elders, then the younger generation. 5. Children have priority over adults. Language requirements of waiters: (basic language) Modesty, friendly tone, moderate volume, concise and clear words, fully reflecting initiative, enthusiasm, courtesy, thoughtfulness and modesty. According to different audiences, domestic guests use Mandarin, and foreign guests use daily foreign languages, so as to welcome guests when they arrive and answer questions and say goodbye when they leave. V. How to use the tray: 1. Nursing: Brush the tray clean, and stack clean flower mats and special plates on the tray, which is beautiful and non-slip. 2. Loading: According to the shape, weight, volume and order of use of the goods, the goods should be loaded reasonably. Generally, the heavy ones should be used on the inside (side) first, and the light ones should be used on the outside first. 3. Lifting the tray: When lifting the tray, take a step forward with your left foot or right foot, with your upper body leaning forward about 30 to 40 degrees on the table top and your hands attached to the table top. The thumb, forefinger and middle finger of your right hand help you pull the tray left and right, and the left hand pulls it to the center of gravity of the tray. Stand still and pay attention to the balance of the tray and the mastery of the center of gravity. 4. Consignment: When walking, the tray should be shoulder height, the upper body should be straight, and the eyes should be straight. The front tray is not attached to the abdomen and arms, and the unruly tray can swing freely in front of the abdomen without support, but the amplitude will not be too great. Prevent drinks and soup from overflowing, and make the tray elegant and beautiful, which is convenient for inspection. 5. Operation of the tray: the left arm is naturally bent, the upper arm and the lower arm form a 90-degree angle, and the palms are separated by six supporting points (one finger and one edge). Hold your hands flat with your fingers in front of your lower abdomen (subject to your navel), which can be adjusted at any time according to the weight change of each side in the tray to keep the tray stable. 6. Walking speed of pallet: 1. Regular walking: that is, using the usual walking pace, the pace is even and moderate. 2, trot: the pace is slightly faster, but you can't run. 3. Rolling: that is, moving at a faster pace with a smaller stride, mainly used for soup and wet ground. 4. Step: that is, step forward with one foot, so that one foot can step forward, mainly used to slow down when walking through a narrow place or approaching the table. Seven, standing walking essentials: 1, standing: head up, chest, abdomen, hips, shoulders balance, arms naturally drooping, eyes looking ahead, mouth slightly closed with a smile, keep the attitude of serving customers at any time in advance. 2. Walking: The center of gravity of the body can lean forward slightly, and the upper body can look straight ahead. Don't shake your shoulders and arms when you smile. Swing your shoulders back and forth naturally to relax. Don't be too brisk to run. Eight, how to promote sales: First of all, as a waiter, you should know the goods your company deals in and some knowledge about them, and use language appropriately to promote sales according to different customers.

In a word, the above viewpoints are the basic service skills and management that I have learned and mastered in the process of training and learning. In modern society, the hotel industry has developed very rapidly. I fully understand the hotel's service awareness and service arrears. In the future work, I will apply them to my practical work and make my due contribution to promoting the development of tourism in Inner Mongolia. I hope teachers will give me more valuable advice. I will keep it in mind and apply it to practice, realize my ideal in the shortest time, and contribute my meager strength to the future development of tourism.