during this training, I realized that as a hotel waiter, it is important to be enthusiastic in hotel work, but you also need to have good service ability. For example, in the event of an emergency, the guest suddenly fainted due to myocardial infarction. If the medical staff arrives, the guest's life may be in danger. If the service personnel don't have any first-aid knowledge at this time, it will be useless to be enthusiastic, because it involves the technical problems of "can and can't". Therefore, I think that as a hotel waiter, you should have at least the following service abilities.

1. Language ability

Language is an important tool and way for waiters to establish good relations with guests and leave a deep impression. Language is the material shell of thinking, which embodies the waiter's spiritual cultivation, temperament and attitude. 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 smoothness and affability of his tone, keep a constant speed of speech, and be calm and polite at all times. Words that show respect and modesty 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 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 to express, waiters should use body language properly, 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, communication skills

the hotel is a place where interpersonal communication takes place intensively. Every waiter has extensive contact with colleagues, superiors and subordinates, especially a large number of guests every day, and will have various interactive relationships with guests based on service. Properly handling these relationships will make guests feel respected, valued and treated well. The acquisition of this feeling will play an inestimable role in the sustained prosperity of the 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

There are three kinds of services provided by service personnel for guests. The first one is the service demand that guests have clearly stated. As long as they have skilled service skills, it is generally easier to do this well. The second is routine service, that is, the service that should be provided to guests without reminding them. For example, when a guest sits down in a restaurant and prepares to eat, the waiter should quickly pour tea and put away paper towels or towels for the guest; In the lobby, as soon as a guest with a lot of luggage enters the door, the waiter will come forward to help. The third is the potential service demand that the guests have not thought of, can't think of or are considering.

being able to see through the potential needs of guests at a glance is the most worthy service skill of waiters. This requires waiters to have keen observation ability and turn this potential demand into timely and practical service. And the provision of 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 what the guests think and deliver the service in time and properly before the guests speak.

Fourth, memory ability

In the course of service, guests often ask the waiter some questions such as hotel service items, star grades, service facilities, special dishes, prices of tobacco, alcohol, tea and snacks, or urban transportation and tourism. 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 what they need in real time.

Waiters will often encounter the substantive delayed service required by the guests. That is, guests will have some matters entrusted to the waiter, or need some drinks and refreshments when dining. There is a long or short time difference between the presentation and provision of these services. At this time, hotel waiters need to firmly remember the services required by the guests and provide them accurately in a later time. If the service required by the guests is forced to be delayed or simply forgotten, it will have a bad influence on the image of the hotel.

VI. Resilience

Sudden events are common in service. 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 if the responsibility lies with the waiter, we should dare to admit our mistakes and give the guests an immediate apology and compensation. In general, the guest's mood is a mirror of the service provided by the waiter. When a contradiction occurs, the waiter should first consider whether the fault is on his own side.

VII. Marketing Ability

A waiter should not only complete his own job according to the working procedures, but also actively introduce other services to the guests and sell them. This is not only an important way to fully tap the utilization potential of service space, but also the need to reflect the sense of ownership of waiters and actively provide services to guests.

Although the hotel service departments have specialized personnel for marketing, their main responsibility is an external marketing, and the internal marketing needs the waiters of all positions to do it together. Only when all the staff are concerned about the hotel's marketing and feel a sense of market everywhere can we seize every opportunity to do a good job in the internal marketing of guests. This requires that waiters should not wait for the guests' requests to provide services, but should be good at seizing the opportunity to promote the hotel's various service products and facilities to the guests and fully tap their consumption potential. Therefore, waiters should have a comprehensive understanding of various services, and be good at observing and analyzing customers' consumption needs and psychology, so that products can be fully known and sold when customers are interested.