Hotel management expertise

The prerequisite for entering the hotel industry is to master certain hotel management expertise, so today I have compiled some hotel management expertise for you. Let's have a look.

Section 1 Service Consciousness

After entering the society, waiters can't appear in the society as students. To handle the relationship between people in their jobs, they should pay attention to cohesion and cooperation, pay attention to unity and overcome their own personality. Make your personality popular. First of all, know your own shortcomings, find your own shortcomings, the strengths of others. We should not be jealous, we should humbly ask the old waiter to learn and strive to surpass the old waiter, and we should have strong organization and discipline.

first, the concept of service

1. Restaurant service

Full-time staff provide a series of rich and diversified services centered on menu and beverage supply for dining customers. This kind of service not only has strict service procedures and operating norms, but also follows specific manners and etiquette. Then how to understand the service work we are engaged in?

A, we are catering for guests, so as to achieve the purpose of spending money to buy and enjoy.

B, for the benefit of the restaurant to achieve profitability.

C, in order to get a good reward for yourself.

D, in order to develop the future, cultivate yourself.

2. Five motivations for dining

A, Hunger (physiology) B, Adjustment of daily life (safety) C, Social need (socialization) D, Habit (respect) E, Reducing disharmony (seeking mental balance or showing wealth, realizing oneself).

3. Three physiological needs.

A, energy b, feeling c, living environment.

second, the general policy of service

waiters should smile and serve, and adhere to the eight-character policy: initiative, enthusiasm, patience and thoughtfulness. Smiling can not only harmonize the good relationship between customers and waiters, but also reflect a person's beautiful heart and noble sentiment. It can also express the waiter's welcome feelings to customers, give them a comfortable feeling, and make them happy and satisfied.

Third, the training of smile

Smile: Smile is a subjective emotional response to the objective social life phenomenon, and smile is a special language that can best reflect people's optimism, happiness and enthusiasm. Smiling in service work should be heartfelt love, true expression of emotion, slight smile, inconspicuous, silent, warm, cordial and kind, reflecting people's essential beauty and natural beauty.

1. Smiling is a symbol of self-confidence

2. Smiling is a full expression of concierge accomplishment

3. Smiling is a reflection of living in harmony and a passport to realize interpersonal communication

4. Smiling is a sign of mental health

5. Smiling is a requirement of business professional ethics

4. The importance of restaurant service

1.

3. Close the relationship between enterprises and customers: most enterprises are repeat customers. Repeated customers are also "an advertisement and a leaflet", and we should do everything possible to meet the legitimate needs of our guests.

V. Characteristics of catering service

1. Difference: the service quality is directly affected by the unfixed service object and the variability of service quality.

2. Synchronicity: Restaurant service has both service and sales functions.

3. Intangible

4. Disposable.

section 2 etiquette.

from the perspective of personal cultivation, etiquette is the external expression of a person's inner cultivation and quality; From the moral point of view, it is the code of conduct, code of conduct or standard practice of treating people and things; From the perspective of communication, it is an art suitable for interpersonal communication and a communication way or method; From the aesthetic point of view, it is a form, and it is the inevitable externalization of people's spiritual beauty.

first, the basic principles of etiquette

1. The principle of respect means showing sincere respect for others when giving gifts

2. The principle of equality means treating people with courtesy in communication, and giving and receiving can neither be overbearing nor grovelling.

3. The principle of self-discipline brings one's own behavior into the rules, and always controls one's words and deeds with moral beliefs and self-cultivation criteria without prompting or supervision from others

4. The principle of tolerance refers to being lenient with others and not excessively caring about one's faults

2. The concept of politeness

Politeness refers to the idea and behavior of harmonious coexistence between people, which is the expression of modesty and respect in language actions, and the respect people show for others from their words and manners. In the restaurant service, it is "treat each other with courtesy and serve with a smile".

1. Eleven polite words: "You, hello, please, thank you, sorry, goodbye".

According to its different uses, polite expressions can also be divided into

A, address b, farewell c, greeting d, greeting e and farewell.

F, apology g, inquiry h, invitation I, response j, thanks.

2. Requirements for polite expressions

A. Speak with respect, with a smooth and kind tone.

B, speak politely, concisely, clearly, unambiguously and without wordiness.

C, speak tactfully and enthusiastically, and don't be blunt and cold.

D, be good at listening to the guests, don't interrupt the guests, don't boast or complain, and don't argue with the guests.

E, pay attention to language art, and strive to be complete and grammatical.

3, put an end to the four languages.

A, contemptuous language b, irritable language c, negative language d, and quarrelsome language.

Third, the concept of etiquette

Etiquette refers to all kinds of habits and ceremonies, such as bowing, saluting, welcoming guests, etc. Etiquette can also be said to be another manifestation and extension of politeness

In daily life, when we communicate with different people at different times and places, we will use different social etiquette to communicate. Here are some common social etiquette.

1. Greeting etiquette 2. Calling etiquette 3. Greeting etiquette 4. Operating etiquette 5. Instrument etiquette 6. Banquet etiquette.

five priorities:

A, female guest first, male guest second, guest first, host second, and leader first.

D, elder before junior e, child before adult.

Five tones:

A, there is a greeting sound when meeting; B, there is a reply sound when asking; C, there is a thank-you sound when helping.

D, there is an apology for interrupting, and there is a farewell sound.

4. Politeness requirements in service work

1. Initiative, enthusiasm, modesty, patience, sincerity, civility and kindness are required.

2. accurate, popular, concise, pure and enthusiastic.

3. As an excellent waiter, you must always put yourself in the customer's shoes, solve problems, be diligent, be careful, keep your eyes open and listen to all directions.

four diligence: eye diligence, mouth diligence, hand diligence and leg diligence.

diligence: according to the guests' comings and goings, eating degree, manners and actions, accurately judge the customers' requirements and give them timely and actively.

Mouth-to-mouth: Be responsive to questions. People who arrive before the sound, take the initiative to introduce and ask about the situation, and respond in time.

Hand-service and leg-service: I always look around the desk or area where I am responsible, and receive, wipe, collect and deliver in time.

5. Politeness knowledge of service work

1. Reception courtesy.

A, guests enter the restaurant and take the initiative to pull the door to meet them. Ask the guests to go in first, and then pull up their chairs to give up their seats to show their welcome.

B, let the elderly or guests with children sit first to show respect.

C, more guests sit less, first let the guests rest in the rest area and ask for dining advice, and arrange seats in time.

D, the waiter does not reach out to shake hands with the guests first, especially the female guests.

E, after the guests are seated, when introducing the dishes, they should be correct, natural and generous, smiling, not leaning on tables and chairs, leaning on the table, and not touching their heads, stretching, yawning, picking their teeth, etc.

F, guests are welcome to pull the door to make way when they leave.

2. Be polite.

A, walk and stand correctly, and don't bump into people. When walking with guests, let them go first. Take the initiative to stop and give way when moving forward relative to the guests. Stand without leaning against the wall, shaking your head and telling what to do.

B, walk with light legs, hold the door with light hands, take and put things quickly, and handle them gently. (three light).

C, don't fight at work, laugh loudly, hum a tune, and appeal loudly. If you answer questions from a distance, you can nod or wave to show your understanding, and don't ignore them.

D, when talking to the guests, be correct, cordial and natural, warm and kind, and do not carry your hands behind your back, akimbo or cross your legs.

E, guests and their belongings are not allowed to judge or ask for prices, let alone touch.

3. Language courtesy.

A, when talking to guests, please put your words first, your words are current, your tone is euphemistic, your meaning is clear, and you don't grab words or interrupt the guests' conversation. Answer the guest's questions, seek truth from facts, don't talk nonsense about things you don't know, and answer any questions you have.

B, when the guests are talking, don't interrupt, no. When you need to find a guest who is talking, you should not suddenly interrupt the guest. You should stand aside and make the guest understand that you have something to say, and then say what you want to say. You can also say what you want to say to the other party between conversations.

C, be polite when addressing guests, and generally address them as Ms., Miss and Mr..

Section III gfd

Good appearance, appearance and manners are the basic conditions and requirements for engaging in the catering industry. The manners, mental outlook and appearance of the catering staff will leave a deep impression on the guests and make them feel good when dining.

Shaping appearance: constantly improve self-cultivation, cultivate self-cultivation, cultivate sentiment, improve aesthetic ability, and at the same time form a positive world outlook, so that you can always maintain a healthy body and mind, be optimistic, and be full of spirits and charm in self-confidence, innovation and enterprising. And appearance is a person's appearance or external image. Appearance is not only a matter of personal hobbies, but also a comprehensive embodiment of a person's aesthetic taste, mental state, civilization and cultural accomplishment.

The main factors that constitute the instrument:

1. Natural factors: refers to the natural qualifications of the human body, including facial features, face shape, hair, skin color, figure, limbs, etc., which is what people often say, and it is mainly determined by genetic factors.

2. Exterior factors: refers to an appearance image formed after decorating oneself by artificial methods, such as clothing, beauty and makeup. Therefore, our tooling must be neat, uniform and standardized

3. Behavioral factors: Behavior is an activity dominated by people's thinking, emotion and will, which includes people's posture, expression, behavior and speech

1. gfd requirements for male and female employees

1. Appearance and posture

Restaurant waiters must first look dignified, generous and well-proportioned.

2. Hair

Hair should be neatly combed and kept clean, and don't imitate popular hair styles; Regular haircut and hairdressing, proper use of hair oil, but no special smell and dandruff, let alone dyeing hair. The waiter can't pass the ear. Waitress's hair should not be over the shoulder, and long hair should be worn with a hair cover.

3. Face

Keep your face clean at all times, and don't wear framed eyes, earrings and exaggerated ornaments. The waiter can't keep a beard, nose hair can't be exposed, and acne should be treated immediately. The waitress should wear light makeup in front of the post, and the lipstick should be light. Don't wear heavy makeup, and don't use too strong perfume.

4. Hands

Nails should be trimmed frequently and kept clean, and waitresses are not allowed to apply colored nail polish. Waiters and waitresses are not allowed to wear any jewelry except watches and wedding rings. Wash your hands before and after meals.

5. Clothing

dressing the must be made according to the requirements of the company when taking up the post. The uniform should be clean, ironed and crisp, with complete buttons, no damage, oil stains, etc. Wear the relevant certificates issued by the company.

6. Shoes and socks

The waiter should wear black or dark blue socks. Waitresses should wear flesh-colored stockings, which are free of threads, stitches and holes, and avoid exposing the mouth of the stockings. Shoes should be leather shoes or cloth shoes. It is required to fit your feet, wear them well and fasten them, wipe them frequently, and keep them bright and clean.

7. Oral cavity

Try to avoid eating foods with strong odor such as onions, garlic and leeks.

2. gfd, the store staff, requires

1. When working in the store, he must wear a full set of uniforms as required;

2. Hair-hairstyle should be neat and tidy, and the face should not be covered. Men's hair should not exceed the collar, and they should not grow beards. Any hairstyle should be suitable for local good customs;

3. Nails-manicure regularly, and nail polish is prohibited;

4. Jewelry-According to the hygiene requirements of the store, it is forbidden to wear any jewelry (including watches) on your hands during work;

5, make-up-women should make up moderately, and it is appropriate to be light;

6. Hygiene-it is forbidden to smoke or eat snacks in the workplace to maintain cleanliness, safety and hygiene;