The hotel industry is a place where the working environment and social relations are very complicated, so the requirements for hotel waiters are particularly high. If we can't correctly understand the importance of service and have a good service mentality, then it is impossible to have excellent hotel staff. There will also be a series of problems, such as the brain drain of hotel talents and the bad service attitude of employees. In view of this, I want to talk about my understanding of service mentality from the following aspects, and talk about what we should do to become an excellent hotel employee.
First, the understanding of service
Hotel managers should correctly grasp the psychology of employees. A person's psychological activities will seriously affect his work and life. Therefore, as a hotel manager, we should understand the psychology of employees through various channels and help them solve some psychological problems. For example, we can hold some psychological lectures on service regularly, or set up a psychological consultation room under the Ministry of Human Resources to solve problems for employees in time. Because, we must understand a truth, without happy employees, there will be no happy guests.
the service mentality of service personnel must be correct. We should realize that in fact, we are equal in personality with our guests, and it is only my job to serve him. I serve well because I love my job, which is a sign of dedication. Therefore, we should regard service as a kind of pleasant interpersonal communication, and we should sincerely and happily serve our guests. In fact, if you can really treat customer service as a kind of interpersonal communication with guests, you will find it very interesting. The reason why many of our service personnel can't serve the guests well now is that most of them feel a sense of inequality with the guests psychologically. Most of them are deeply influenced by the spirit of the hotel industry, "the customer is God". In fact, customers are human beings and need to communicate, and they are not sacred and inviolable gods. The reason why we say "the customer is God" only means that we should try our best to meet the requirements of our guests. A friend of mine works in Jin Yongtai Hotel in Shaoxing, Zhejiang, and her work has a very successful experience. Every time a guest comes, she talks to the guests about some relaxing topics that they are interested in while serving the guests. In this way, the guest will not only be picky about your service, but also leave a deep impression on you. The next time she comes, she may ask you to serve him by name. Isn't this affirmation of your work and the success of your work?
we should realize that the needs of our guests are the time to show our importance and our ability. To think that guests can't live without us. Even the noblest guests need us. Guests come to the hotel to spend money, not because he doesn't have a cooker and can't cook, nor because he doesn't have a bed to sleep in. Because he came to enjoy the service we gave him, which is why the higher the star rating, the higher the charge. Therefore, this highlights our importance, because the service he wants to enjoy needs us to complete for him, and he can't enjoy it without us. Therefore, we should be proud of our work. Through our warm service, our guests can enjoy it satisfactorily and win benefits for ourselves. You know, our consumption depends on the consumption of our guests.
when I was studying in a hotel, their old staff always talked in private. This guest is so stingy and that guest is so vulgar. Some people even commented that these guests are simply unruly and ridiculous. I think this kind of situation should definitely exist in many hotel employees. In fact, we should realize that a hotel is a place for leisure. Imagine if a person usually behaves himself when he goes to work, but he still has to wear a suit and tie when he goes to the hotel for leisure after work, so he can't relax. Then this man will definitely go crazy. In fact, sometimes we should take good care of our guests like children, especially those who are drunk. Instead of complaining about the guests, we should not think of every guest as garbage in our hearts. This will affect your service effect. There is a story about Su Dongpo and France and India. One day, Su Dongpo went boating and drinking with France and India. Su Dongpo asked France and India, "What do you think I look like?" France and India said, "I think you look like a Buddha." Su Dongpo was very happy and asked France and India, "Do you know what I look like to you?" France and India said: "I would like to hear the details." Su Dongpo proudly said, "I think you look like shit." France and India smiled and said, "Amitabha has something in his eyes and something in his heart. I think you are like a bottle of Buddha because I always have a bottle of Buddha in my heart. The benefactor looks at me like shit because the benefactor has shit in his heart. " In the eyes, in the heart. Don't treat customers as garbage, we should treat customers as beautiful and lovely angels, and we are naturally angels who bring guests happiness.
second, the understanding of mentality
mentality is a person's inner attitude and thoughts about a thing, which determines people's mood and will and the quality of the actor. Most of the time, mentality commands action. Service mentality is very important for hotel staff, because hotel staff are in a special working environment. Our job is to deal with people, so the requirements for our work are higher. Because our production and consumption are synchronized, there is no inspection before consumption. Therefore, service preparation and service mentality are very important.
In our work, we often bring personal emotions, that is, emotions influenced by mentality. For example, why is this month's bonus so low, why is it always dragging the class, why is this guest so "unruly" and so on. In fact, this is all about finding trouble for yourself. What has happened or what exists objectively can be solved by your complaint? Why should we care so much? Why can't we open our minds a little? As the saying goes, a person is happy not because she has more, but because she cares less. Often troubles are self-made, happiness is self-found, and health is self-made. Let's get rid of our troubles and find our own happiness.
The work of a hotel waitress is really hard, because she is not a single assembly line operation, she is faced with living people with ideas and freedom. But we should not care about the fatigue of work, nor should we care about the fatigue of work. We should think about it from another aspect. The hard work reflects my value. Because I am working, working people are the happiest and happiest. If you don't believe me, you can be a wheelchair or lie in a hospital bed. Tired from work, we exercised our bodies and our abilities. We should be broad-minded and not always haggle over trifles.
I think the story of Liuchi Lane is familiar to everyone. Zhang Ying, the official residence of the Prime Minister, wanted to move the wall to the east in order to expand the house, so there was a dispute with other people's homes. The family wrote to Zhang Ying, hoping that he would come forward, even if he said a word, the problem would be solved according to his family's meaning. However, Zhang Ying's reply to the family after understanding the situation was: "A letter from a thousand miles away is only a wall, so why not let him be three feet?" The Great Wall of Wan Li is still there today, and I don't see Qin Shihuang. " This is how Zhang Ying taught his family that a real prime minister can punt in his stomach. Therefore, his son Zhang Tingyu was deeply influenced by his father. Tolerance determines a person's height. If you want to win others, you must first learn to suffer. You must be able to suffer, be willing to suffer, and suffer more. Losing is a blessing.
Lao Tzu once said, "Success begins with mentality. People who know others are wise, and those who know themselves are clear." We should have a positive and optimistic attitude. Actually, it's not difficult. The same opinion, two people with different mentality will have completely different views. Mark Twain, a great writer, had a good attitude. Once, when people were walking on the road, it was clear at first, and suddenly it rained heavily in the sky of Wan Li. People complained, but Mark Twain said, "All the rain will stop, and the sky will be clearer and fresher after the rain." Yes, all the rain will stop and all the difficulties will pass. As long as we have a good attitude, there will be no difficulties in our eyesight. We will become the happiest people in the world.
Third, the understanding of the work
Our work is to sell our services through hotels. We sell services through the hotel as a workplace, win rewards and realize our own value. Serving others well is to improve myself at the same time. No matter from the professional level or the ideological quality, we all get exercise from our work, and we have been constantly improving ourselves. For example, you can handle all kinds of strange guests with ease. This kind of adaptability and flexible interpersonal skills are not available to ordinary people. Ordinary work is extraordinary when it is done. A bus conductor in Beijing has achieved the 17th National Congress, and she is extraordinary. Our waiter can ask the guests to call the roll, then she is extraordinary or successful. I am a native of party member, and I admire our fine tradition of always obeying organizational arrangements. We are a brick of the revolution. We are not proud of building a door or pessimistic about building a toilet. My understanding of work and analysis of the characteristics of hotel service are as follows:
(1) Employees themselves are part of the products
The products sold by hotels are the sum of a series of work to meet the customers' consumption needs through the promotion services provided by hotel employees to the customers who have been spending in the store. The attitude, behavior, quality and image of employees are closely related to customers' views on products. Because employees directly serve customers and sell products to customers. Whether the customer's consumption intention is achieved or not depends largely on the attitude, behavior, quality, image and business ability of employees. The words and deeds of employees represent the whole hotel, and guests will judge the overall level of the hotel according to the service of waiters. When we do everything, we are actually promoting myself and my business unit to our guests. The employee itself is a living advertisement, and the positive effect is 8 times and the negative effect is 25 times. That is to say, a guest is satisfied with his consumption here, and he feels very enjoyable. Then, he will introduce or bring eight guests, and on the contrary, he may lose 25 guests. Attracting new customers and recalling lost customers are expensive for any enterprise.
in a sense, service is the best marketing. Because the products sold by hotels are services and all the preparations for services. Service is also marketing, and guests will choose the consumption grade according to your service attitude and service level. Retaining old customers and developing some new repeat customers are all done by employees working in the front line. The quality of staff service will directly affect the choice of guests, so it is necessary to establish a management mechanism for all-staff promotion.
(2) Production and consumption are carried out at the same time, and customers participate in the whole process of product production
The biggest difference between the tourism hotel industry and other industries is that production and consumption are carried out simultaneously. This undoubtedly increases the difficulty of the service work for employees. Producers and consumers of products are face to face, and at the same time. This has great requirements for the adaptability and flexibility of work. The customer participates in the whole process of product production. The customer is a thoughtful, independent and free person. He will ask many unexpected and unexpected questions about the product he is about to enjoy. Therefore, hotel service requires high quality of service personnel. Otherwise, either the employees themselves can't stand it or the guests can't stand it, regardless of whether they can't stand it or not, the enterprise will eventually suffer.
one mother gives birth to nine children, and the nine children are different. What's more, they are strange guests from different regions, different nationalities, different cultural levels, different ages and different habits. Of course, we will find many polite and quality guests, which sometimes move us. But we can't rule out some low-quality guests. Service personnel should not work hard to serve the guests because of their low quality, and they should not work hard to improve their own quality. It should be said that the lower the quality of the guests, the more they need high-quality employees to provide them with high-quality services. Because, in our eyes, every guest who comes to the store for consumption should be our God, and we should provide them with quality services and try our best to meet their reasonable needs. For employees, only after dealing with difficulties can they improve their ability to deal with difficulties.
(3) The service products are non-storable.
The service products we provide are both produced and sold. When there is a problem, it cannot be solved by exchange. For example, if an OK room is not sold that day, it will lose the value of one day and even lose money. This also requires that we can only succeed but not fail. If the products provided are unqualified, it will also affect any good aspects of the whole service process. For example, in the process of serving guests, employees of the catering department accidentally put soup on the guests, causing them to burn, so not only will the value of the products provided be erased, but even the collective interests of enterprises will be affected. Therefore, we must establish the concept of "zero defect". In the process of service, we should always operate according to the standard, provide humanized service, and let the guest feel that his consumption is value for money.
At present, most customers who come to hotels for consumption are high-spending or extravagant, and their requirements for products are also very high. If they once think that they can't get the service products they require, then they won't even complain and directly deny your whole enterprise, because he thinks it is impossible for you to compensate him. So he will give up his loyalty to your company and go to your competitors. This is a heavy loss to the hotel. Therefore, we should emphasize the management goal of "zero defect" and "zero complaint". "Zero defect" and "zero complaint" are new terms that have only appeared in the tourism industry in recent years, which shows that the consumer psychology of customers is changing. Therefore, our service concept must also keep up. Hotel management complaints should grasp a policy, which emphasizes the change from how to deal with complaints to how to reduce them and then how to avoid them. We used to emphasize that complaints should be handled only by me, and reducing complaints and avoiding complaints are also the work that every employee should do together, which is the goal that every employee should strive for.
"Go to work to prevent disease"-Huangdi Neijing. That is to say: the best doctor is not to make people sick. So our service is the same, and things should always be handled before customers complain. We should cultivate a sense of hardship and be prepared for a rainy day. Some things can be handled in the bud, so we should not make it bigger. We can make more sincerity when dealing with some minor problems. Because, you can try to solve the guest's problem as soon as possible, because the longer the problem drags on, the more serious it will be. Of course, only one principle can be grasped: face can be given, but reason cannot be given.
Our management should involve our guests as much as possible, because customers are the only judges of our service quality. And the customer will use actions to score, and will use his expression as a comment. Therefore, we should try our best to provide convenient conditions for guests' feedback and try our best to collect the suggestions of the judges. We should try our best to move our "God". The reason is simple: customers come to deliver money, while we take money from home. Please take a look at the humility pledge of Sheraton Hotel in America-be prepared to like every guest.