1111-word template for hotel waiter training experience summary

Bill? Gates said that under the condition of market economy, modern competition is the competition of employee quality.

As a window industry, the window post is its external core department and the most important platform for the whole unit image and product display. At present, consumers care about their own rights and interests, need to be respected, and industry competition is increasing. "Smile service", which embodies good, standardized and humanized service, is paid more and more attention by people, and even regarded as the image ambassador of the unit and the signboard of added value of products.

At present, the "smile service" training is considered as one of the most effective ways to improve the service quality and social image, whether it is an enterprise or a window department of an administrative organ. How can we make the training of smile service more effective? According to our years of training experience and feedback from trainees, we think that we should at least do the following four things:

1. Adjustment of mentality

Undeniably, many people in window posts disdain "service with a smile" because they think that it is enough to finish the work, and there is no need to be so polite. Some people even have the unhealthy psychology that "service with a smile" is humble and a "slave culture". In particular, the window staff of the administrative organs have this mentality. It should be said that window personnel not only provide tangible products or events themselves, but also include services included in the products or events themselves. Even modern people tend to pay more attention to related services to some extent. Since the product or event itself and the hardware environment are good, the matching service specifications should be equally good, otherwise it will become a "golden jade". Therefore, smile service itself is the basic job responsibility and content of window staff. Smiling service is the external expression of self-confidence, sunshine, standardization and affinity.

without this awareness, advocating smile service is bound to be just a form, and it is not easy to achieve good results.

2. Standardized training

Standardized training is the basis for effectively implementing smile service. During the training, students should not only be recognized and recognized ideologically, but also be taught standardized operating norms, skills and processes that are consistent with their actual jobs. Since it is a "process", it is obvious that it is far from enough to only train "smile", and there must be related supporting service behaviors. Such as manners, language (including civilized language, tone, intonation), eyes, etc. Only by naturally, smoothly and appropriately matching smiles with manners, language and eyes can we show people a good service style and standardized service behavior. So as to form a good, standardized and humanized service standard.

3. Coordination of rules and regulations

The purpose of coordination of rules and regulations is to follow up and supervise and realize effective long-term implementation. Undeniably, before a culture and atmosphere are formed in a unit, employees are inevitably lazy when implementing the system. We often tell the trainees that if it is stipulated that the table must be wiped five times a day, everyone may be able to do it in the first week of implementation without effective supervision; By the second week, someone will say, hey, it was wiped clean after four times, and no one was staring. Why bother to wipe it five times? So I began to wipe it four times; In the third week, I thought: actually, it is quite clean to wipe it three times, so it becomes three times again? Finally, if the supervisor still can't keep up, even wiping the table can become an embarrassing situation, that is, wiping it once you think of it and forgetting it.

The so-called "the master leads the way, and the practice is in the individual" is only for people with high self-discipline. If everything is left unchecked after the training, the above cases will inevitably occur. Therefore, the supervision and management in the later period is very important at this time. Strict, standardized and detailed supervision and implementation must be implemented. Immediately correct those that are not standardized; Strict penalties will be imposed for non-implementation.

after the training of smile service, we often assist in the post-supervision and management at the request of the client unit, and assist in the formulation of detailed supervision and management materials, so that the smile service can really take root, sprout and blossom in this position.

4. Coordination with other details

"Smile Service" is a service specification with high added value and considered to have a certain level. It can be said that any window department that advocates "smile service" must be an industry or post with a certain material foundation. Therefore, since we want to advocate the service of smiling, there must be other cooperation, such as the above-mentioned good working environment and hardware facilities, as well as the standardized clothing and makeup of window personnel, and certain convenience measures (such as seats, drinking water, reading glasses, writing pens, and some industry windows can also provide some inquiry work for people to use, etc.).

1111-word template for summarizing the training experience of hotel waiters

Enthusiasm is important in hotel work, but good service ability is also needed. 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 a little knowledge of first aid at this time, it's useless to be enthusiastic, because it involves technical issues of "can and can't". Therefore, it is considered that a hotel waiter should have at least the following service capabilities.

first, language ability

reflects the spiritual cultivation, temperament and attitude of the waiter. The two most important aspects that guests can feel are the words and deeds of the waiter. Language is an important tool and way for waiters and guests to establish good relations and leave a deep impression. Language is the material shell of thinking.

Pay attention to the natural, smooth and affable tone, when the waiter expresses it. Speak at a constant speed, be calm and polite at all times. Words that show respect and modesty can often ease the tone, such as "you, please, guilt, 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 places and different identities of guests.

Another important part of language is often overlooked? Body language. According to the research of related scholars, when people talk about it. 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

every waiter has extensive contact with colleagues, superiors and subordinates, especially a large number of guests every day. The hotel is a place where a lot of interpersonal communication takes place. And will have a variety of 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 continued prosperity of the business and the promotion and communication of corporate brands. Good communication skills are an important basis for waiters to achieve these goals.

third, observation ability

the first is the service demand that the guests have clearly stated, and there are three kinds of services that the service personnel provide for the guests. As long as you 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 kind is the potential service demand that the guests have not thought of or are considering.

the waiter's most commendable service skill. This requires the waiter to have keen observation ability and be good at seeing through the potential needs of the guests at a glance. And turn this potential demand into timely and practical services. And the provision of this service is the most valuable part of all services. The first service is proactive, while the latter two services are proactive, while the provision of potential services emphasizes the initiative of waiters. The essence of observation ability lies in being good at thinking about the guests' thoughts. Before the guests speak out, they will deliver the service timely and properly. 4. Memory ability

Guests often ask the waiter some questions, such as hotel service items, star rating, service facilities, prices of special dishes, tobacco, alcohol, tea and snacks, or urban transportation and tourism. At this time, the waiter will become the guest's walking dictionary "compass" based on his usual experience or purposeful accumulation, so that the guest can know all kinds of information he needs in real time. This is not only a service direction and guidance, but also a service that can be appreciated by the guest.

or when you need some drinks and refreshments, the waiter will often encounter the substantive delayed service that the guests need. That is, the guests will have some matters entrusted to the waiter. There is a long or short time lag between the proposal and the provision of these services, so it is necessary for hotel attendants to firmly remember the services needed by guests and provide them accurately in a later time. If the service required by the guests is delayed voluntarily or simply forgotten, it will have a bad influence on the image of the hotel.

VI. Resilience

Waiters should adhere to the principle that "the guest is always right", and unexpected events in service are common when dealing with such incidents. Be good at standing in the guest's position, put yourself in the guest's shoes and make appropriate concessions. In particular, those who are mostly responsible for the waiter should dare to admit their 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 mistake is his own side.

VII. Marketing Ability

A waiter should also actively introduce various other service items to the guests, in addition to completing his own work according to the work order. Sell to the guests. 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.

Hotel waiter training experience summary template 1111 words template 3

Our leaders have trained us these days, and I have learned a lot. The most important thing for a hotel is service, so I will definitely improve my service awareness in my future work and let our hotel develop rapidly.

the core of improving service level is to improve the quality of service personnel, and service language is the most direct embodiment of the quality of service personnel. Language is a communication tool used by people to express their thoughts and communicate their feelings. Service is neither a lecture nor a lecture. Service personnel should express their meaning clearly, kindly and accurately when serving, and should not talk much. In the process of service, you can't just bow and nod, no greetings, only gestures, no language cooperation. The traditional service is shouting service, which calls for food in the hall and pays for singing, while the modern service pays attention to light service, which reserves a quiet world for guests and requires three lightness (that is, speaking lightly, walking lightly and operating lightly). Some service personnel are often shy or can't speak Mandarin well, so they can't provide clear services to the guests during the service process, which causes the guests' dissatisfaction. In particular, the name of the newspaper often makes customers confused and have to ask again. This hinders the communication between the host and the guest and delays the normal work. Even for restaurants with outstanding local flavor and style, it is necessary to use dialect services to show their individuality, and it cannot hinder normal communication. Therefore, the waiters in this kind of restaurant should also speak Mandarin, or require the managers above the foreman to speak Mandarin, so as to use bilingual services, which can not only reflect their personality, but also make the communication smooth and clear. Restaurant staff directly face customer service, and there are many guests in contact every day, and there are all kinds of guests. Although they are very careful in service, sometimes it is inevitable that they will be negligent for a while, causing harm to the guests; Or everything the service personnel do when serving is in line with the regulations, but it still can't satisfy the guests. The restaurant service staff here should take the principle of "customer first" and apologize to the guests for their understanding. As a waiter in a restaurant, we must know the types of customers, so that we can improvise, seize the opportunity, respond freely, conform to their needs and provide the best service.

to achieve the above services, you must pay attention to self-cultivation at ordinary times and don't lose your temper casually. Be sure to dress neatly, be dignified in appearance, have a kind attitude, be kind to others, be serious and responsible, cooperate quickly, be honest and not bully, be polite and thoughtful, and let the guests feel that the service they receive is impeccable. The provisions that should be observed are as follows.

1. Attendant's manners

Service personnel must dress neatly and behave dignified when serving, so as to convince customers that the hotel attaches importance to clean service. Male waiters must always shave, dress neatly, clean their hands and nails, and pay attention to bad breath and body odor. Female waiters should comb their hair neatly and wear the specified hair cover; No other decorations except wedding rings and watches; Don't use bright nail polish, nails should be trimmed neatly; Wear the specified flat shoes and stockings, leaving a dignified and hygienic impression on the guests. Service personnel should not smoke or chew gum at work. Polite, friendly and helpful attitude and moderate tone of speech can increase the aesthetic feeling of waiters. Restaurant service personnel must be kind when serving, and be very careful when dealing with others. In the event of an accident, we should remember to be patient, resolve any dispute with sincerity, and take the principle of "customer first" as everything.

2, the spirit of cooperation of the waiter

The staff must be serious and responsible and cooperate quickly, which will make the work smoother. Waiters should not only be happy to be competent in their own work, but also be able to find and understand the difficulties of colleagues, and immediately know where and how to help colleagues. This spirit of active participation and cooperation is conducive to the smooth progress of the work.

3. Honesty and courtesy of waiters

Colleagues at work must respect each other and help each other; Abide by the rules of the restaurant, not greedy for money, not cheating guests, polite and thoughtful. In this way, when serving, we will win the favor of our guests. As long as we pay attention to the cultivation of employees in peacetime, business can be better and the purpose of making profits in restaurants can be achieved.

Polite, friendly and helpful attitude and moderate tone when speaking can enhance the beauty of the waiter.

In addition, the hotel service personnel must be kind in their service and be very careful when dealing with others. In the event of an accident, we should remember to be patient, resolve any dispute with sincerity, and take the principle of "customer first" as everything.

This training is really full of insights. Every word and sentence of leadership training is deeply reflected in my mind. I will definitely live up to the expectations of leaders and improve myself in the future.