The Importance of Hotel Courtesy and Benefit

. The meaning of smiling service

Smiling service is a special silent polite language in catering service. In the service, the sincere smile of the restaurant waiter can make the guests feel safe and close, and narrow the distance between the guests and the enterprise. Smile, with rich connotations, is the most important language in Sui language. Bacon has a famous saying: "A subtle smile is often more valuable than a flow of words." Smile can be said to be a "currency" without national boundaries. It can express pleasure, welcome, friendliness and satisfaction, and can also be used to express appreciation, request and willingness. At the same time, it can sometimes express apology, gratitude, denial and rejection. Smile is a bridge of goodwill, which can be flexible and rigid, static and dynamic, and harmonious atmosphere. It is the marketing art of enterprise development. The world-famous Hilton Hotel, its magic weapon of success is a smile.

In the whole service process, a smile is a welcome song to welcome guests. Smile is a greeting to welcome guests to dinner; Smile is toast song, sending cordial greetings to the guests; Smile is an apology to explain the mistakes in work; A smile is a farewell message to send the guests away from the restaurant. In all-round service, insisting on smiling service will win the respect and understanding of guests and make them feel at home.

Smiling service is an expression of love and dedication. The smile of the waiter in the restaurant can reflect the employees' thoughts and morality of loving the enterprise and their jobs, and they can warmly receive the guests as the owner of the enterprise and serve them thoughtfully. This is not only admired by the guests, but also will win more repeat customers and make the service produce special value.

Smile service can promote the benefits of enterprises. In the enterprise, restaurant waiters leave a good impression on each other through sincere and natural smiles when they meet, which is helpful to create a harmonious working environment, melt the "freezing", reduce physical and psychological pressure and motivate everyone to work hard; Outside the enterprise, facing the guests, sincere smile is an important symbol of quality service, which can improve the reputation of the enterprise, thus improving the economic and social benefits of the enterprise.

2. Requirements for smiling service

Sincerity and sweetness are the requirements for smiling service in restaurants. Sincere smile should be natural and frank, from the heart, and you can't pretend to smile or flatter. You can't laugh loudly on formal occasions, nor can you laugh mindlessly, nor can you laugh your head off and beat your chest.

the key to a sweet smile is that both ends of the quarrel are tilted upward. Before taking up the post, the restaurant waiter is required to eliminate all psychological obstacles and emotional interference, enter the role wholeheartedly, and show a kind, gentle, happy and happy smile through eyes, mouth and facial expressions. Disdainful smile, melancholy smile, silly smile, dull smile, fake smile, etc. at work are all manifestations of disrespect for guests. Restaurant waiters should be sincere in service, smile at all guests and treat guests warmly.

honorific service

Restaurant waiters should master the art of language and consciously use civilized language in their work. The use of honorifics is an important criterion to measure the moral cultivation of restaurant waiters.

1. the importance of honorific service

honorific service is a sign that reflects the beauty of the waiter's heart. Speech is the heart, and language is the expression of people's hearts. There is a saying in China that "a word prospers the country, and a word mistakes the country", which fully illustrates the importance of language expression. A good service term can make guests happy and angry. Therefore, whether the waiter's language expression is artistic or not will directly affect the guests' dining mood.

Language art has the function of serving communication. In the restaurant service, the waiter communicates with the guests through language. Both spoken language and silent language are information carriers, and leaving language services becomes an empty talk.

Language art has the function of service value. Marx said: "For the producers who provide these services, services are commodities. The service has certain use value and certain exchange value. " According to this theory, service is a product of labor, and service labor cannot be separated from language, because the service of restaurant waiters is carried out face to face with guests. How to speak? How to serve? How to be beneficial to corporate reputation? There is a problem that restaurant waiters master language art.

Language art has high-quality and efficient functions. Restaurant waiters can improve their language skills by watching, listening, thinking and speaking, that is, watching the guests' situation, listening to their semantics, thinking about their thoughts and expressing their needs. Careful speculation, care for each other, meet the guests' dining requirements, so as to win customers.

2. Requirements of honorific service

The waiter can show respect for the guests, win their goodwill and establish a good relationship with them. Sincere respect, adaptability, simplicity and simplicity are the requirements of honorific service.

Sincere respect means that in all-round service, restaurant waiters show sincerity to guests through honorifics and respect people with courtesy.

"Being sincere in China and being external", sincere language comes from the bottom of my heart, full of enthusiasm and friendliness, which can win the trust of guests and ease some contradictions that could not have been eliminated.

To meet the demand, restaurant waiters are required to use honorifics correctly. The language should adapt to the specific context of different guests, pay attention to the age, gender, native place, occupation, cultural accomplishment, customs and habits of the guests, master the individual language in different contexts, and adapt to the specific environment. It is the fundamental way to do a good job in honorific service to master the appropriate context.

simplicity means grasping the essence and main features of things. "Concise" language service requires restaurant waiters to be clear-headed, quick-thinking and good at expressing. The language is simple and plain, not monotonous and vulgar, but unique, so that it is clever in plain, tasteful in plain, bright and not dull, simple and unnecessary. 3. Common polite expressions

The premise of speaking good polite expressions is not to drink or eat food with peculiar smell before class, to dress neatly and to be dignified. When talking to the guests, keep a distance of 1 meters, smile, have a friendly tone and speak at a lower volume than the guests.

(1) Common civilized expressions of 11 words are: hello, please, thank you, sorry and goodbye. This is the basic language that restaurant waiters must master.

(2) greetings

Hello, welcome.

hello, please sit inside!

sir (miss), the hall you booked is on the second floor. Please follow me.

please follow me.

just a moment, please. I'll arrange it for you right away.

sir (miss), would you like to sit here?

yes, I heard you clearly.

please wait a moment.

please have a rest on the sofa.

thank you for waiting. please come inside.

(3) Service language between meals