Language is the material shell of thinking, it reflects the spirit of the waiter, temperament, attitude and character. Guests can feel the two most important aspects of the waiter's words and behavior. Waiter in the expression, pay attention to the tone of the natural fluency, amiable, in the speed of speech to maintain uniformity, at all times should be calm and polite. Those who express respect, modesty language vocabulary can often ease the tone, such as "you, please, sorry, if, can" and so on. In addition, the waiter should also pay attention to the expression of the timing and expression of the object, that is, according to different occasions and guests of different identities and other specific circumstances of appropriate and appropriate expression. When people talk, 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. Waiter in the use of verbal expression, should be appropriate use of body language, such as the use of appropriate gestures, movements, and verbal expression of language linkage, *** with the construction of the guests easy to accept and satisfied with the expression of the atmosphere. Communication ability The hotel is a place where a lot of interpersonal communication occurs, every waiter will have extensive contact with colleagues, superiors, subordinates, especially a large number of guests every day, and will produce a variety of interactive relationships with guests based on the service, and properly handle these relationships, will make the guests feel respected, valued, and preferential treatment. Guests of this feeling will be obtained for the continued prosperity of the business and corporate brand publicity, dissemination play an inestimable role. Good communication skills is an important basis for the waiter to achieve these goals. Observational skills service personnel for the guests to provide three kinds of services, the first is the guests speak very clear service needs, as long as there are skillful service skills, do a good job of this generally speaking is relatively easy. The second is routine service, that is, should be provided for the guests, do not need to remind the guests of the service. For example, the guests to the restaurant to sit down ready to eat, the waiter should quickly pour the guests tea, put a good paper towel or towel; in the front hall, with a lot of luggage guests enter the door, the waiter should come forward to help. The third is the guests did not think, can not think or are considering the potential service needs. Can be good at this potential needs of the guests at a glance, is the most recognized service skills of the waiter. This requires the waiter to have a keen ability to observe, and this potential demand into a timely real service. And the provision of this service is the most valuable part of all services. The first kind of service is passive, while the latter two are active, and the provision of potential service emphasizes the waiter's initiative even more. The essence of observation lies in the ability to think what the guest wants and to deliver the service in a timely and appropriate manner before the guest speaks. Memory ability In the process of service, guests will often put forward to the waiter some of the hotel services, such as service items, star rating, service facilities, special dishes, tobacco, alcohol, tea, snacks, prices or city transportation, tourism and other issues, the waiter should be their usual experience from the or purposeful accumulation of the guests to become a "living dictionary! ", "compass", so that guests can instantly understand their own needs for a variety of information, which is not only a kind of service point, guide, itself is also a kind of service that can win the appreciation of the guests. The waiter will also frequently encounter guests need the entity of the delayed service. That is, the guests will have some entrusted to the waiter for the matter, or in the catering need some drinks refreshments, in these services to provide a long or short time gap between the proposed, then it is necessary to hotel waiter can firmly remember the guests need service, and later in time to be accurately provided. If the services required by the guests are forced to delay or simply forgotten and not satisfied, the image of the hotel will have a bad impact. Resilience Sudden events in the service are not uncommon. In dealing with such events, the waiter should be adhering to the "guests are always right," the purpose, good at standing in the position of the guests, put themselves in the shoes of the guests, you can make appropriate concessions. Especially the responsibility for more than one party in the waiter should be more courageous to admit their mistakes, to the guests with immediate apology and compensation. In general, the guest's mood is the waiter to provide service conditions of a mirror. When a conflict occurs, the waiter should first consider whether the mistake is on his side. Marketing ability A waiter in addition to completing their own work in accordance with the work procedures, but also should take the initiative to introduce a variety of other services to the guests, to sell to the guests. This is not only an important way to fully tap the potential of service space utilization, but also reflects the sense of ownership of the waiter, take the initiative to provide services to the guests need. Although the hotel's service departments have specialized personnel for marketing, but their main responsibility is a kind of external marketing, internal marketing needs to be various positions of the waiter **** with to do. Only the whole staff are concerned about the hotel's marketing, feel a sense of market awareness everywhere, in order to seize every opportunity to do a good job on the internal marketing of the guests. This requires the waiter can not wait for the guest's request to provide services, and should be good at seizing the opportunity to market to the guests of the hotel's various service products, services and facilities, to fully tap the consumption potential of the guests.