I worked in a hotel for a month during the summer vacation, which really deepened my impression of the service industry. Originally thought that the hotel is not a place to eat and sleep, there is nothing too much to pay attention to. But this month has changed my view, and let me have my own view on this line from the bottom of my heart, rather than the simplicity that the outside world sees.

hotels are generally divided into front office, housekeeping department and restaurant department. When you first come to the hotel, the first step is to go through the formalities and receive the training. The procedures for entering the hotel are quite complicated. First, I left my luggage in the training department, then I went to the personnel department to go through the formalities, get my badge, employee handbook, meal card, new employee training form, and I also went to the housekeeping department to get my work clothes and the key to the locker room. The heads of all departments in the group bank should sign my registration form. After everything was finished, the supervisor showed us around the interior layout of the hotel and introduced us to the general situation of the hotel, and then handed us over to special trainers to explain the general business and introduce some service skills. While we are training, we are too tired. By the way, the trainers let us take care of the hotel's menu, so we must master and understand the hotel's signature dishes and general cuisines in these days.

For the hotel and other service industries, service quality is undoubtedly one of the core competitiveness of the enterprise and the lifeline of the enterprise. A high level of service quality can not only leave a deep impression on customers, lay the foundation for their coming again, but also make them feel honored. Establish a good brand and image for the enterprise. During the internship, we can see that hotel leaders attach great importance to the improvement of service quality. Even for our short-term interns, they must undergo strict etiquette training before they can take up their posts. Follow-up training and guidance are given to old employees to continuously improve their professional quality and level. Department managers and supervisors often say to us, "Your every move represents our hotel. Your image is the image of our hotel "."The guests can never be wrong, only we can be wrong. ""Only sincere service will bring the guests a smile. "Sincere service will bring the guests good comments. As a service staff, the guests' praise is the best reward for us.

as a service person, our relationship with customers is the relationship between the director and the guests. When guests enter the hotel, we should do our best as landlords and provide them with services with enthusiasm and seriousness. There are service culture, etiquette culture, regional culture, food culture, poverty alleviation culture and so on everywhere in the hotel. All the staff in the hotel are the hosts, and all the guests who come to the hotel will have more or less dependence on the hotel and the hotel people. In addition to receiving culture or knowledge in the process of receiving service, they also ask the hotel people for help when they are in trouble. Therefore, we can say that the hotel is a place full of culture and knowledge. Therefore, people working here must have more knowledge, culture and self-restraint. Guests are tasting a dish, and the waitress in her ear introduces the knowledge about the dish in a sweet voice, including its origin, spread, characteristics, new ideas, etc., which not only adds to the fun of tasting the dish, but also allows the guests to receive some new knowledge and information, making them feel glad you came from another level. Left a good impression, naturally, I am afraid that there will be no repeat customers.

It's easy to be a waiter, but it's hard to be an excellent waiter. You need not only the recognition of customers, but also the recognition of other waiters and your boss. We must always maintain a cheerful and cheerful mood, emotions can be contagious, let others feel your happiness, your happiness, and your optimism will also convince them; You can't be too lazy to work in a hotel. When you see that others are busy, you should take the initiative to give some help, and naturally others' affection for you will be upgraded to a higher level. Hotels are equivalent to a concentrated society. You can meet all kinds of people, one we like, one we hate and even one we are not ashamed of. At this time, our mentality should be adjusted. When we come here, they are all the same and all our guests. It is our responsibility to provide satisfactory service. Therefore, the hotel needs to have a function that can provide as much convenience as possible for the guests by virtue of the identity of the landlord. And we assume the identity of the landlord.

during the training, the teacher told us that we should not only have enthusiasm and smile, but also be quick-sighted and flexible. Asking us to be careful and serious, he told us what happened to a part-time worker: on the last day of work, he knocked over the old turtle soup, which was nearly a month's salary. Also, when working, don't just stare at one place. Keep your eyes on all directions and your ears on all sides. Maybe there are guests nearby who need your help, but you ignore them. When it comes to concentration, there is really something that reminds me of it now. One day at noon, I was in charge of a table of guests, so after all the dishes were served, I was thinking about other things for a while, thinking about it and forgetting whether the guests at that table needed other services. Suddenly I heard someone calling me, thinking it was bad, so I forgot them. I quickly greeted them with a smile and asked them what service they needed. The guest smiled and said to me, "What are you thinking, so serious! I shouted at you several times! " I have a burning face, and I want to sue the supervisor, so I can't avoid a criticism. Fortunately, the guests I met were better, so I repeated their demands and made a joke on me to solve the knot in my heart. At that time, I told myself that I should never be distracted at work in the future.