Look: See the potential needs of the guests

Look, what are you looking at? When a guest enters a hotel, there are three aspects that the waiter needs to "see" with his eyes:

First, pay attention to several guests and their general identity characteristics.

second, observe the demand information and the attitude of the guests from their eyes.

3. Look at the details. If you see a guest carrying luggage in the front hall, come forward to help. When you see a child of one or two years old, add a child seat; Seeing the guests fumbling in their pockets for cigarettes, they quickly handed in the lighter.

Listening: Learn to "listen" to the service

We should start from the content level of "listening": the first level, pay attention to the requirements of the guests, listen to the requirements of the guests at any time and anywhere, come as soon as you say hello, and hear as soon as you say it, which is the first gist of the service. The second layer, for very clear instructions, know how to execute them. When you hear them, you should immediately respond and take action. As long as the instructions are clear and there is no doubt, you should take action. The third layer, for unclear requirements, we should know how to communicate and communicate. The requirements put forward by the guests may not be very clear. At this time, it is necessary to know how to understand and understand the requirements of the guests through communication and communication. For example, when eating in a seafood restaurant, guests ask to pack a few cakes in advance to take away. But in a short time, the waiter brought a hot, cut cake on a plate. The service was quite thoughtful, but it didn't meet the requirements at all. The guest wanted to pack it completely and take it away. The fourth layer, listen to the implication, listen to the real intention. The same sentence, with different intonation, speech speed, tone, expression, attitude and posture, has different meanings, and sometimes it may be completely opposite. This requires being able to understand the real meaning of the guests before acting. On the fifth floor, listen to the information from the guests and remember it. In listening, you can remember the needs and hobbies, identity and interests, age and occupation of the guests, and you can find clues and points of communication.

smell: smell all kinds of information

waiters should be good at finding all kinds of information brought by the smell:

content response service

finding health with the nose

information

If there is too much smoke in the room, it is necessary to change the air in time

If the smell is too strong, see if there are any deteriorated items, and clean up

if there is an irritating smell of air freshener in the room, which will affect it. The harmful effect of formaldehyde on the body

Find delicious information with your nose

Before serving dishes, gently smell them with your nose to see if there is any peculiar smell

Say: make up for the lack of skills

Service not only refers to service behavior, but also includes service language. Many hotels often pay attention to service skills and ignore service language in training. Even if there is training in service language, it stays in the standard language, which is relatively rigid and makes it difficult for people to feel intimate.