Restaurant service quality "gold standard" is from the point of view of the guests, the restaurant service environment, products, personnel, three aspects of the basic requirements, is the visual image of the restaurant, service functionality and spiritual enjoyment of the most essential standardized service norms. The reason why the "gold standard", a universal applicability, it is not specifically for high-star hotel service standards, but each hotel in the service should be done, and can do the basic standards, reflecting the essence of the hotel standardized service. Second, the implementation of the importance of the guests in a clean and beautiful environment to feel the friendly and courteous service attitude, to enjoy the safe and effective service, which is to make the guests satisfied with the necessary conditions and the basic guarantee.
Gold Standard One: All guests see must be neat and beautiful
As we all know, guests recognize a hotel often start from the surface, such as the hotel's fa?ade, countertops, walls, roofs, floors, faces, etc., thus forming the initial feeling of the hotel. Tidy, that is, neat and clean; beautiful, that is, to give the guests a kind of beautiful enjoyment. It is the hotel environment, service atmosphere of the basic requirements, is the first visual impression of the guests.
Tidy and beautiful, first of all, we must pay attention to the hotel's appearance, the hotel decoration is exquisite and elegant; decorative arrangement to the eye of the dragon; items placed in a neat and orderly; hotel environment to clean and beautiful; hotel atmosphere to be in order. At present, some hotels in China lack sufficient attention to this, such as some hotels on the outside walls of neon lights are often missing arms and legs, all kinds of billboards in the store lack of overall design, and production of rough, and the hotel grade does not match; green plants, works of art placed lack of aesthetics, and even have a boisterous, snake to add a sense of; the hotel lack of all kinds of supplies positioning management, restaurants, meeting rooms to remove down the cutlery, appliances disorderly stacking, service supplies, labor tools placed at random; some guests in the hotel public **** place of indecent behavior lack of effective management, resulting in the hotel presents a chaotic phenomenon. Secondly, we must pay attention to the staff's dress and demeanor, required to do dignified, decent and generous. At present, some hotels in China lack of professional aesthetic design of work clothes, work clothes washing and maintenance is not in place, which affects the hotel staff's mood and image, but also affects the visual image of the guests.
Gold standard two: all provided to the guests must be effective
Effective is the core demand for hotel services. Hotel service is effective, the first performance for the effective facilities and equipment. This requires the hotel's functional layout to be reasonable, facilities to support, equipment to be intact, running to normal, easy to use. According to the author's survey, at present, China's considerable number of hotels have the following problems: hotel air conditioning system design and installation of unreasonable, such as the regional control system is not reasonably designed, often to open with the opening, to close with the closure of the meeting room air-conditioning noise is too large, the restaurant's ventilation and air exchange system is poor, etc.; guest room sound insulation effect is poor, the bathroom ventilating fan noise, the effect of the bad; guest room bathroom water and sewerage system there are Defects, such as the following water is not smooth, washbasin water cage head water flow is too fast, the bathroom nozzle water is too "gentle", the water temperature is guilty of "hot and cold disease", etc.; guest room circuit design and switch installation is not very reasonable, such as the installation of uninterruptible power supply sockets and guest sockets installation location Unreasonable, guests use extremely inconvenient, "Do not disturb", "please clean quickly" indicator is often unintentionally displayed, touch the switch is inconvenient to use, so that guests have a "blind man feeling the elephant" feeling Some hotels shower device is too complex, guests need to study half a day to find the doorway; some hotels TV channel set up no rules, and the existence of heavy and empty station phenomenon, so that the guests choose the station to feel confused; some hotels telephone vibration ringer and the door ringer is too loud, so that the guests often have a sense of shock. The second performance for the hotel supplies effectively. This requires the hotel supplies in the number of guests to meet the needs of the quality to meet the functionality and value for money requirements, in the arrangement to facilitate the use of guests. At present, most of the guest supplies in Chinese hotels are standardized, such as bathrobe, slipper size, pillow height, etc., which will inevitably bring a lot of inconvenience to a considerable part of the guests. In addition, some hotels in order to save costs, the quality of guest room supplies is not very good, such as the guest room weighing scale is often a large error, the difference between 1-2 pounds of purely normal, the deviation of 7-8 pounds is by no means heavenly; and such as the guest room of the poor quality of the disposable supplies, not only the use of inconvenient or uncomfortable, and even detrimental to the health of the guests. As for the dining table and conference room layout do not pay attention to the guests to leave enough space, but also to the guests left a lot of inconvenience. Once again, the performance of the service program is effective. This requires the hotel service projects to be set in place, the service time is reasonable, the design of the service program to be scientific, the choice of service mode to be appropriate, the development of service standards to be appropriate, the service skills of the staff to be skilled. At present, China's hotel service regulations seem to be too dogmatic suspicion. I thought that the hotel service for guests can be divided into two categories: one is the guest's own needs, can be called the core services, such as clean, comfortable, quiet, safe rooms; the other category is the guest's own does not need, but to get the core services need to go through the process, can be called auxiliary services, such as the reception desk to stay in the service, the whole room room service. For the latter, guests generally require the faster and more concise the better. However, at present, China's hotel auxiliary service process needs to be further optimized, such as the reception service process, many hotels have a number of posts at the reception desk, which belongs to different departments, which makes the guest check-in procedures have to move around and bring a lot of inconvenience to the guests, and so that the guests wait for an excessively long period of time. If you can replace the "one-stop" service, it will bring a lot of convenience to the guests.
Golden standard three must be provided to the guests to use the safety of security is the most basic requirements of the hotel products. "Safety", that is, the hotel provides the environment, facilities, supplies and services must ensure that guests personal, property and psychological safety.
Safety is the lowest level of the guest's needs. To ensure the safety of guests, we must first ensure the safety of facilities and equipment, such as scientific and safe decoration design, perfect fire facilities, effective anti-theft devices, standardized equipment installation. At present, some hotels in China mainly have the following problems: the ground, the channel high and low but no obvious signs; fire escape routes are closed or blocked, emergency safety evacuation signs are installed irregularly or malfunctioning; guest room bathroom hot and cold water cage and guest room hot and cold air-conditioning switches are reversed, bathroom bathtubs have no non-slip mats; food and beverage, guest rooms and other business sectors lack adequate disinfection facilities and equipment. Secondly, we should ensure the effectiveness of security management, such as scientific and perfect security management system, effective security precautions. Again to ensure the safety of service, such as scientific and reasonable operating procedures, humanized service, respect for the privacy of guests, to ensure the privacy of the guest room. At present, some Chinese hotels operating procedures in the guest room, water cups and other supplies in the guest room cleaning provisions, it is difficult for guests to have a sense of reassurance; reception and guest rooms casually informed of the information of the guests living in visiting guests, cleaning the guest room guests into the room without checking the room card is difficult for guests to have a sense of security; restaurant menus in the randomly altered and no information on the price of the time it is difficult to have a sense of confidence in the guests.
Gold standard four where the hotel staff to treat guests must be kind and courteous kind and courteous is the basic requirements of the hotel's service attitude to guests. Its main performance in the staff's facial expression, language expression and behavior in three aspects.
The facial expression of the staff, smile service is always the most basic principle. But just have a smile is not enough, smile service, the beauty of the instrument in the grooming, the noble in the enthusiasm and sincerity, focusing on technical expertise, skill in communication. In other words, the smile service should be unified with their own instrumentation, while guests should have a heartfelt enthusiasm, supplemented by soft, friendly, warm, cordial gaze, and timely communication with the guests in the service, in order to smile naturally, smile confidently, the guests look to be cordial and courteous.
Service language, first of all, must pay attention to politeness. To address the guests with honorific language; guests to enter the welcome language; meet with the guests to have greetings; remind the guests to use the care language; guests call to use the answer language; get the guest's payment, assistance or understanding of the language to thank; guests to thank us to use back to thank the language; due to the lack of conditions or negligence in our work to meet the needs of the guests or guests have to apologize for the trouble to ask the guests or to ask for cooperation. Requirements for cooperation should also be the first to apologize; guests are anxious or feel embarrassed to comfort in time; guests should leave the store when the farewell language. Secondly, attention must be paid to artistry and flexibility. Just rigidly move with polite language, the lack of emotional color, will only make the guests feel hard, will not achieve the effect of friendly service. Conversation to understand the psychology of the guests, to achieve the target, not blind service. Such as a luggage student for a right-handed disabled guests service, said: "your hand is not convenient, I'll help you lift it." As a result, the guest was very upset. Once again, we must pay attention to the language of the timely and thoughtful, and to do the words of the interesting, the words of the God. Such as a restaurant in an important banquet, when on a dish called "sea lion play ball" specialties, due to kitchen errors, the waiter put the dishes on the table, made of yellowtail head "sea lions" but lowered his head, head of the colorful ball also fell on the turntable. At this point, the restaurant manager will not move over to the table guests introduced: "leaders, you can visit our hotel, so we feel honored, you see even the little sea lions are also excited and can not wait to bow to everyone. This dish is called 'sea lion bowing to welcome the guests, now please leaders to taste". This introduction of the manager immediately won the applause of the audience. Of course, the tone of voice has the role of the finishing touch, the hotel staff should be done in a soft voice, so that guests have a sense of honor.
Behavior, is mainly reflected in the initiative and etiquette, such as the initiative to make way, the initiative to help, pay attention to etiquette and so on.
To make the hotel service really reach this standard, the key is that all employees must establish a positive service mentality, and do the "three consistent". The so-called mentality is people's views, attitudes, that is, people's way of thinking about things and the corresponding attitude. In the service process, there is often such a phenomenon, the same thing, people often have different views, and will take different actions. Such as the face of a fussy guest, some waiters think it is bad luck, bad luck, while some waiters think it is opportunity, luck. The former is bound to be indifferent, dull, impatient, passive service attitude, while the latter is bound to show enthusiasm, modesty, patience, proactive service attitude, the result is certainly conceivable. This is the difference between negative service mentality and positive service mentality.
"Three consistent" that is, before and after the station consistent, inside and outside the consistent and up and down consistent. In terms of cordiality and politeness, there is no distinction between front and back office, no distinction between internal and external, no distinction between superior and subordinate, and the implementation must be the same standard.
In summary, the hotel to provide guests with quality service, must achieve the above three gold standard, on this basis, and then provide guests with personalized service and extended service, will make the hotel's service really perfect, so that guests get a wonderful hotel consumption experience.
Service Taboo:
One taboo listening
This is the restaurant waiter's taboo, guests in conversation, not listening, not prying, not interrupting is a waiter should have the professional ethics, waiters such as guests with urgent business, but also can not hastily interrupt the guest's conversation, it is best to take the first to stay aside, with eyes to show the way, such as guests realize, and then go up and say: "Sorry to interrupt your conversation." Then say what you have to say.
The second taboo staring at
In reception of some of the more peculiar dress guests, the waiter is most jealous of the eye staring at a long time to see the head, because these actions are easy to make the guests unhappy.
Third taboo snickering
Guests in the party and conversation, the waiter in addition to providing due service, should pay attention to not arbitrarily snickering, do not talk to each other, do not comment on the guest's comments, so as not to cause undue friction.
Four taboo colloquialism
Some waiters lack of language skills in the learning and training of their own qualities, intentionally or unintentionally hurt the guests at work or cause some unpleasant things to happen, such as: "Do you want to eat?" This kind of language of soliciting guests to order meals makes people sound unpleasant and uncomfortable. In addition, the waiter in the introduction to the guests of the meal, "a single room" is also taboo words, because "a single room" in the hospital refers to the room of the critically ill, in the prison for the detention of key criminals, felons room, so the application of the "elegant seat" instead of "a seat". Ya seat" instead of "single room" for good.
Fifth taboo bored
If individual customers with "feed", "hey" and other uncivilized language greetings waiter, waiter can not be impolite because of the customer on the performance of its cold or impatience, on the contrary, we should be more through the initiative, enthusiastic service to make the guests realize that they have lost their temper. On the contrary, we should be more active, enthusiastic service to make guests realize their rudeness. If you are busy, you can say: "Please wait a moment, I'll be right there."