hotel business activities are mainly realized through services. The service quality and service level are not only related to the benefits and reputation of the hotel, but also related to its survival and development. In the process of transforming institutionalization, proceduralization and standardization into individualization and diversification, the service goal we pursue is "harmonious service". The so-called harmonious service is to express and embody the service style with the waiter's affection, skills, efficiency, knowledge and good cultivation, which is the concentrated expression of harmonious relationship with customers. The concrete manifestations are: the unity of standard and personality, quickness and safety, enthusiasm and etiquette, kindness and elegance, and responsibility and flexibility.

a basic indicator of harmonious service is customer satisfaction. The key to customer satisfaction is to meet customer needs to the maximum extent, coordinate the relationship between customers and hotels, give consideration to the principles of efficiency and fairness, and prevent the sacrifice of customer interests to safeguard their own interests. This requires all service personnel to strengthen customer awareness and think about the inner needs of customers from the standpoint of customers; Second, we should be anxious about what customers want, think about what customers want, and do what customers need. No matter what customers need or have any difficulties, as long as we see, hear and know, we will do it immediately, especially for the needs put forward by customers, we should try our best to meet them.

It will not happen overnight for waiters to achieve such a harmonious service. They have to go through a process of continuous learning and accumulation, constantly enrich themselves, constantly draw nutrition from books, and constantly explore and improve from practice. Although learning is hard work, it is also the most rewarding investment. A hard work, a harvest, when you have been tempered for a long time, once you have this comprehensive quality, not only will the hotel give you a corresponding return, but also for yourself, it will have a resource that will never be lost.

1. Service concept: customers are friends

In recent years, we found in our research that with the changes of customers' consumption habits and psychology, the traditional service concept of "customers are God" has fallen behind the requirements of the times, because there are different communication rules between "God" and "civilians" and between customers and us. Based on the requirements of this concept, our customer service activities are more characterized by the lack of principled pandering, so that hotels and customers are never at the same level, and harmonious customer relations are just empty talk, so it is imperative to abandon the traditional service concept. We judge the situation, take the lead in putting forward the service concept of "customers are friends", and make a brand-new interpretation: only when we treat customers like old friends, will we make them feel warm, sincere and profound in friendship, and the relationship between the two sides will be harmonious and harmonious, and customers will be willing to visit our "home" frequently. But we are not the only customer. Whether he wants to come or not depends on whether our friendship is better than other friends. If he wants to remember you as a friend forever, we must constantly innovate and change the old rules and customs at any time, which will improve day by day and month by month, so that he will feel comfortable every time he comes, especially when he is upset. If he can enjoy the comfort of warm friendship, he will always think of us in the future.

Second, personalized service

Personalized service means that waiters provide corresponding and more targeted services according to the characteristics and requirements of individuals or special consumer groups, so that customers can have comfortable mental and psychological effects while receiving services. The difference between personalized service and standard service is that personalized service requires more active, flexible and extraordinary service. The service products we provide should be: to meet consumers' sexual needs with standardized services, and to meet customers' individual needs with personalized services. The core of personalized service is the family service of "the waiter is the master and the customer is the friend", and its important components include good manners, enthusiastic service attitude, rich service knowledge, skilled service skills, fast service efficiency, flexible service mode, characteristic food supply and elegant service environment. The personalized service we are talking about here is customer-oriented, and different service methods are adopted for different customers according to the different levels of customer needs, including the requirements of dining environment and consumption grade, the requirements of food varieties and tastes, dietary taboos and the requirements of service methods.

(a) the cost of personalized service. That is to say, when providing personalized services, only service personnel are required to provide more targeted or subtle services, and basically there is no need to increase the cost of services.

Related cases:

1. When an elderly person has a meal, help him in time, take care of him during the meal, and inform the kitchen to adjust the dishes.

2. When a guest holds chopsticks in his left hand, adjust the tableware for the guest in time.

3. Take the initiative to store drinks for guests.

4. Replace the wine for the guests who can't drink well.

5. Peel shrimps for the elderly, children or guests with disabled hands and help them eat.

6. Provide warm water in time for sick guests to take medicine.

7. When people with disabilities come to have a meal, they should treat them equally, take the initiative to help them, and observe and provide services in time during the meal.

8. If the number of guests is small but the order is long, remind the guests that they have enough food in time, and suggest that the guests wait until the food is served.

9. If you learn that the guest has a birthday in the service, you should congratulate him and inform the foreman in time.

11. If a guest is found to be drunk and not awake, assist other guests to send him back to the guest room. If you are not a hotel guest, you should help the guest take a taxi or ask if you need to make a reservation.

11. When ethnic minority guests or foreign guests come for dinner, they should inform the kitchen in time and make adjustments to the dishes.

12, always pay attention to the conversation between guests, understand their information, and provide guests with surnames or targeted services.

13, take the initiative to help guests take a taxi and buy tickets.

14. When an old customer comes to have dinner, inform the kitchen to adjust the dishes according to the records in the guest history file; If the guests come for dinner twice a day, inform the kitchen to adjust the dishes in time.

15. Help the guests in a hurry to urge food and pastry in time.

16, send condolences to guests who have a cold, wedding anniversary, exams, etc.

17. Provide personalized menu according to the individual situation of the guests.

18. If there are large-scale reception activities such as grand ceremonies or group dinners, the hotel appoints personnel to give speeches or perform programs for them.

19, when the weather is cold, provide ginger soup for dining guests.

21. When employees find that guests are ill, they should report to their superiors in time and make a return visit.

21. When the fatter guests come to the restaurant for dinner, if the guests need it, change the chairs for them in time.

22. When guests don't smoke and feel uncomfortable with the smell of smoke, they actively recommend to the guests to eat in the non-smoking area of the restaurant.

23. When foreign guests have dinner, assist the kitchen to prepare dishes that foreign guests like to eat in time, understand the preferences of foreign guests and provide targeted services.

24. provide sewing kit or sewing service for guests whose buttons fall off or clothes are open.

25. Provide red envelopes or gift bags for gift-giving guests.

26. Send a glass of crystal sugar water to the drunken guests.

27. Provide timely maps and travel schedules for guests who want to know about the local situation, and introduce the local tourist attractions and city situation to the guests.

(2) When the cost of implementing personalized service is small, the corresponding service cost should be paid when implementing personalized service, but the cost is relatively low (less than RMB 11).

Related cases:

1. Provide a cup of bitter gourd juice for the guests who get angry.

2. Provide PPA or a portion of vinegar scrambled eggs for upset guests.

3. Provide boat-fruited Sterculia, green tea or rock sugar pears for guests with uncomfortable voice.

4. Provide birthday peaches or noodles for birthday guests.

5. Provide Neptune Golden Bottles for guests who can't drink well.

6, friends, classmates, family dinner, provide cameras in time.

(3) The implementation of personalized service requires the assistance of other departments or requires a large cost (above 51 yuan).

Related cases:

1. Give guests their favorite dishes.

2. shopping for the guests.

3. When guests order dishes that are not available in this restaurant, they need to be prepared by other kitchens.

4. During the meal, the guests spilled soup on their bodies to assist in dry cleaning.

5. When guests celebrate their birthdays, remind the kitchen to install a menu plate and give flowers or cakes.

6. Give kudingcha not exceeding that of 51 yuan to the guests who get angry.

7. In the process of employee service, you can recommend or give away the local specialties when you hear the guests say they like them.

8. Give guests gifts with a value within 51 yuan.

(4) Individualized service with extremely high cost, that is, when the implementation of personalized service requires a large cost (less than RMB 111).

Related cases:

1. Give a large cake or a large bouquet of flowers to the birthday guests.

2. Give guests a gift of less than RMB 111.

third, customer relationship

the evolution of the relationship between hotels and customers is a spiral process from harmony and imbalance to new harmony. The fundamental motivation of this process is the contradiction between the infinity of customer demand and the finiteness of hotel providing services and meeting customer demand. Only by constantly improving our work and raising our own level can we solve these contradictions.

1. Only with satisfactory service can there be satisfactory customers

It is only natural that guests come to the hotel to seek services to meet their consumption needs. The fact that customers don't complain or give opinions doesn't mean that they are satisfied. Only when customers applaud and praise our services can customers be truly satisfied. There are many hotels that a guest can choose, and which hotel he is satisfied with will become his first choice.

2. A satisfactory service is a service that exceeds the expectations of the guests.

A service that meets the general needs of the guests or meets the standards of the guests is not satisfactory; Only from the details, from the preferences of guests, to provide services beyond the expectations of guests, so that guests applaud, can be considered satisfactory services. Guests don't give any comments, which is only standard service at most.

here we give the ways of satisfactory service, standard service and inferior service. Satisfied service = customer's feeling value of service > customer's psychological expectation value; Standard service = customer's perception of service = customer's expectation; Inferior service = customer's perception of service < customer's expectation.

3. Customers always come first

The reasonable needs of customers are our pursuit. Therefore, although the customer is not always right, the customer is always the first for the hotel. Customers are our friends, and friends sometimes make mistakes, but we should forgive and understand them. If you can't meet or don't need to meet some requirements of the guests, you should politely decline or explain the reasons, but you are not allowed to say that the guests are wrong; If the guest is really wrong, please remember that "the guest is always the first".

4. Quality service comes from quality training and hard work of employees.

Quality service comes from training and is not entirely managed by management. Learning is an important way of "moral education", "intellectual development" and "fine skills", and it is the premise and foundation of building a high-quality team. With high-quality training, a perfect training system, standardized training materials, and the hard work and flexible use of employees, we can create a group of high-quality waiters and create high-quality and satisfactory services.

fourth, customer personality

according to different types of customers with different personalities, service personnel should provide targeted services on the basis of service specifications.

1. Ordinary type: This kind of guests is our most frequent and favorite. They are polite and have human feelings. Such guests should be served carefully according to the requirements of service specifications.

2. Self-size: Most of these guests are men, and they always think that they are superior and everything is subject to themselves. For this type of guests, the waiter should be humble, but he should not be angry with the guests and should do what the guests want; For the requirements that cannot be met, the reasons should be euphemistically explained to avoid emotional opposition.

3. reticent: most of these guests are scholars and middle-aged men, who are usually quiet and withdrawn, but have opinions. For this type of guests, we should consult their opinions as much as possible when serving, and then do it after getting a positive answer to show our respect for them.

4. impatient: this kind of customers pay attention to efficiency, but their lives are sloppy, and they are mainly young people. For such guests, such as slow serving, delayed time, poor service effect, etc., it is easy to cause their dissatisfaction or complaints. At this point, the waiter should be calm, apologize more, do not make excuses, and then explain after calming down.

5. Social type: Most of these guests are male salesmen. Usually, because of their frequent contacts, they talk sweetly, and because they are well informed, they like to talk with others. Waiters should try their best to give thoughtful and meticulous services and use them to promote the hotel.

6. Stubborn: Most of these guests are middle-aged and elderly. They are stubborn and haggle over every ounce, even if they are wrong. Service personnel must not interfere with their words or actions, nor make excuses, let alone argue with them, because the argument is fruitless, but will affect the service effect.

7. Gentle type: Most of these guests are doctors, teachers or women. They are gentle, elegant and easy to get along with, but they have high requirements on sanitary conditions. Waiters should ensure the hygiene of dishes and tableware and maintain a clean and beautiful dining environment.

8. Long-winded type: Middle-aged people are the majority. Generally, you have to repeat the things you told or asked for several times, lest the waiter forget them. Try to avoid talking with the waiter when serving, otherwise it will be endless and affect the normal work.

9. forgetful: most of these guests are elderly people, and they will soon forget what they have explained to you. The waiter should always remind them when serving, and remind them not to forget things when leaving.

11. Waste type: Most of these guests are rich children, public funds or nouveau riche with low quality. These people like to make more friends than ostentation and extravagance, talk lavishly and have high dietary requirements, and always like to talk big or accept compliments from others. When serving, we should recommend high-grade drinks and meals to meet their needs. When necessary, we should compliment the guests and support them to satisfy their vanity.

5. Skills and elements of establishing a good customer relationship

1. Remembering the guest's name: Remembering the guest's name and addressing the guest appropriately with the guest's surname and honorific title can create a harmonious customer relationship; For guests, when employees can recognize him, they will feel respected and proud of it.

2. Memorize the preferences of old guests: Memorize the living habits and eating tastes of old guests. For example, knowing which dish the guests like best and what kind of wine they like to drink will give them a sense of intimacy, and they will unconsciously visit our hotel next time they eat.

3. intonation and tone: intonation and tone are the "overtones" of speech, which are often more important than the content of the speech. Customers can judge your voice from this, whether he is popular or bored, respected or neglected.

4. Choice of words: Talking, talking, serving and saying goodbye to the guests with appropriate words is enough to make the guests feel that the relationship with the waiter is not only a simple product buying and selling relationship, but also a friendly relationship.

5. Facial expression: Facial expression is the emotional expression of the waiter's inner world. Even if you don't say it in words, you can still show your service attitude and whether you always treat yourself as the host. The expression will show sincerity to the guests.

6. Eye contact: The eyes are the windows to the soul.