Hotel work experience has always been the most important requirement of the service industry. As a restaurant waiter, I have some experience. From my own understanding, I think there are only six words "satisfaction, surprise and moving". The core content is: "think what the guests think and be anxious about what the guests are anxious about."
Then how can we "satisfy" the guests? As the saying goes, catering is no small matter. First of all, we must ensure that our hardware facilities are in good condition and working normally (such as air conditioning, electrical appliances, kitchen utensils, tableware hygiene, product quality, etc.). For example, last summer, when a guest went to a restaurant for dinner, he always complained about the air conditioning in our hotel about the opening hours of the air conditioning in the hotel, so I think he was not satisfied. Another example: the guest is preparing to drink in the restaurant and sees the glass broken. Even if our food tastes good and the service is thoughtful, there will still be some places that make our guests dissatisfied. So our hardware facilities are very important; Secondly, we should also ensure our own software services (such as standardized gfd, warm smile, friendly language, quick and thoughtful service, etc.). ). For example, when we eat, the service staff's nails are too long. When serving, will the guests still have an appetite when they see it? There are also guests going to the restaurant to eat, and there is no waiter to say hello. It is estimated that the guests will think: alas! The service in this hotel is terrible. There are many similar examples. As long as we put ourselves in the work and always check everything from the guest's point of view, you will find that we are not doing well enough in our work. Therefore, I believe that improving service quality means starting from me, starting from small things and starting from details. Everything we do is based on the satisfaction of our guests.
"Surprise, moved": If you give a surprise to the guests in the service, then you are a qualified and excellent service personnel. In fact, surprises are everywhere around us. A good example of catering enterprises is Haidilao. He sublimated the service to surprise and emotion: one of his employees received two guests in a service, which was a couple. While eating, the staff found what they were arguing about. The employee immediately went out and bought a bunch of roses. When the guests stopped arguing, the staff sent roses. The guests looked at the employee in surprise. The staff smiled and said, "Trust each other and cherish each other. I wish you happiness forever." This is to surprise and move the guests, and also to satisfy them from the surprise. The couple soon got married and became loyal customers of Haidilao.
If we send a message to all the guests who get married in E Park one year later, "A certain day of a certain year is the first anniversary of your marriage to a certain lady/gentleman, and E Park Hotel wishes you happiness". Therefore, "satisfaction" is the basic requirement, and "surprise and emotion" is the sublimation of improving service quality.
In fact, there are many trivial things in our work, but as long as you adjust your mentality and make these trivial things as satisfactory as possible. You will feel particularly fulfilled. If you are still working hard, there are inexhaustible inspiration answers in your mind. Then get up and do it! One day, you will be pleased with your original decision, and go all out to realize it as long as possible, so let's work together for a better tomorrow in E Park!
Hotel work experience (2) An opportunity x years ago made me attached to xx, the first four-star official hotel in China, and also an enterprise that carefully interprets the service concept of "sending respect to guests". Here, I found my work goal and destination again.
Looking back on my service career in xx for more than X years, it is most appropriate to sum it up with the concept of xx: "Every day of life, every day of work, is every day of learning and harvest."
20xx 10 month, I officially came to xx and became a part of it.
First post: Housekeeping Department. As the mother of a child, it is essential for me to do housework at home. I thought I could be very competent in the housing management department. Making the bed, cleaning and vacuuming with the host ... After a series of work, backache and leg pain are inevitable, but it is this high-intensity, high-density and high-quality treatment of every room, every corner and every detail. Treat every room more attentively than my home, which fundamentally embodies xx's promise: to give you a green home. My working experience in the Housing Department has made me understand that this is the best embodiment of xx's service spirit.
Second job: Entertainment Department. This is the waiter position I applied for, and it is also the position I have worked hard for for X years. The work in the entertainment department may be easy for others, but it is not. As a waiter, I should be polite to the guests, be anxious about their needs, help them solve problems and maintain a clean environment on the floor. I can do all these details well, and I was affirmed by xx at the end of 20xx: Excellent Employee of the Year.
As waiters, good service is the first priority, and how to do it better is also something we need to think about and improve. Xx is the first four-star official hotel in China. In my daily reception, I often meet officials with various bowls and bowls. At first, I will address the occupations of regular customers, such as reporter X, doctor X, principal X and so on. After a period of recording, I observed that the customer's response was average and slightly reluctant. Recall my experience working in xx. People with status are generally low-key and introverted, and don't like too much attention. Perhaps swimming in the entertainment department is their most comfortable and relaxing moment, but it is understandable that they are reluctant because of my inappropriate warm greetings. Since then, I have changed my name, such as Mr. X, Mr. X, Miss X and so on. Although simple, it can bring comfort to the guests. At the same time, I have a deeper understanding of xx's service concept of "sending respect to guests' hearts". Think more about the guests, know more about the guests' thoughts, and stand from the guests' point of view. This is the best interpretation of the service concept of xx as a waiter of xx.
Third job: banquet hall. Due to the comprehensive renovation of the health center in February and March. I was lucky enough to be assigned to the banquet hall to work in turn. This is a brand-new platform. From the beginning of work, busy work began. Flip the table, set the stage, prepare tea, prepare furniture ..... Everything is going on in an orderly way. Sometimes, it is very meticulous to see if there are fingerprints on each glass. As long as there are defects, redo them immediately and strive to provide the best service for the guests. Working with a group of young interns, I can always feel their enthusiasm for work, their love for life and their enthusiastic pursuit of service quality. It is xx's excellent corporate culture that makes us so enthusiastic about our work.
The service concept of "sending respect to guests' hearts" has been with xx for X years. I grew up here and gained faith. And always remind me that as a waiter in xx and an excellent waiter, I should always do my best in the spirit of service, so that guests can truly feel the respect I give them from the heart.
Hotel work experience: 1000 word selection (3) Home is a warm harbor, which can give people a feeling of happiness and comfort, and make people think of it first when they are tired or happy. I have not only a small family that gave birth to me and raised me, but also a United and enterprising family-that is, a hotel. We all come from all corners of the country, and I believe that everyone has heard of the saying "It is predestined to meet thousands of miles away". It is because of fate that we get to know each other and get together here to form a harmonious, beautiful and United family.
Every day on the way to work in the hotel, I always have unspeakable joy, because that happy note has been beating in my heart. With the new green leaves sprouting, I miss my home. My parents often ask questions through my voice. I miss home. I miss everyone who is busy, struggling and enterprising every day. As the saying goes, "you depend on your parents at home and your friends when you go out." There are many brothers and sisters here, and the elders lead friends. They love and help us with spring-like warmth and summer-like enthusiasm. From them, I learned the joy of life and the joy of work. I study and work here, seize every opportunity to exercise myself and constantly develop and improve myself. I often look forward to tomorrow: a brand-new self, a mature self, can appear in front of everyone.
After work, I often think of some happy things and the tests that life has given me. It is good to experience some tests in life. "How can you see a rainbow without experiencing wind and rain?" . I think my work and life have taught me a lot. Looking back on the hotel for more than a year, memories are like an induction drawer, which will jump out when touched. In retrospect, the clean and hygienic conditions, although hard but happy, unforgettable parties and monthly employee birthday parties let us relax after work, as well as the ongoing sports meeting, which is full of competition and gives full play to the cohesion, centripetal force and team consciousness of all departments. This is my greatest feeling when I work in the hotel.
The hotel is a big family, with laughter and tears at work and quarrels and friendship in life. We will always be a United team, dedicated, happy, efficient, United and cooperative. The hotel has done a lot for us, such as carrying out vocational training, holding various activities, holding skill competitions, and now giving keynote speeches, which has gradually improved our comprehensive quality in a subtle way. We should actively repay the hotel with gratitude, establish the host concept of "the hotel is my home, and love everything", give full play to the host spirit, integrate personal pursuit into the hotel development, and become the owner of the hotel.
A new hotel is bound to encounter many unexpected difficulties in its development. Just like a baby, it needs everyone's love and care to thrive. Life tells us to persevere, persist in the pursuit of good things, persist in the vision of the future, and persist in the persistent challenge to the unknown life. The future is bright and the road is tortuous. The revolution has not yet succeeded, and comrades still need to work hard. Let's "advance and retreat together", create wealth for the hotel, reflect our own value, make unremitting efforts for a better tomorrow of the hotel, and make the hotel as wide and clear as the blue sky. At the same time, I hope this big family can become stronger and stronger.
The most important work of the hotel this year is decoration. After receiving the notice of going to work, in order to make the room put into use one day earlier, we overcame many difficulties and carried forward the spirit of not being afraid of hardship and fatigue. On the basis of completing our own work, we worked overtime every day and fought continuously, and completed the cleaning, placing and decoration of old and new furniture in a short time.
In order to reflect the professionalism of hotel staff, since the opening of the business, in view of my unfamiliarity, irregularities and phenomena in the service terms of various posts, I have learned the service terms of posts among my colleagues and in the training of hotel managers, retaining the essence, removing the rough and selecting the fine, and then absorbing them for my own use as a language guide for my communication with guests. Since I standardized the implementation of the terms of service, my communication with customers has been greatly improved. Therefore, in any period of work, it is important to stick to good things and learn new things by reviewing old things. I will study and apply them harder. The waiter's job needs a lot of information, such as the start and end time of each train, important places, important units and the geographical location of the hotel. There is also the flexibility to handle things and the ability to solve customer service needs.
During my short time working at the front desk, I personally investigated the department and collected information extensively, trying to expand my knowledge in order to provide better services to the guests. Although the time at the front desk is not long, I worked hard and learned a lot of knowledge that can also be used in hotel services at ordinary times, which can be said to have benefited a lot. The hotel's main income comes from guest rooms, and it is engaged in guest room work. The first thing to do is how to make rooms sell qualified products. I strictly implement the "three cleanness", "three degrees" and "two inspections": hygiene system, which includes room hygiene, bed hygiene, bathroom hygiene and so on. In order to effectively improve the qualified rate of room quality, I will do my own self-inspection and ask the foreman to review it, so as to make every effort to increase more and less. Make the guest room work orderly and quickly, and ensure the quality completion.
In order to improve the hygiene and service of the hotel, I studied floor service with the floor staff, and learned and practiced the skills of room cleaning and rounds. Through study and practice, I learned two parts and four steps of room cleaning procedure. In the first part, two people are responsible for cleaning the room. Change the sheets and quilts on the bed, make them well, make them well. Secondly, sweep the floor and replace garbage bags, wipe indoor furniture, and finally mop the floor; One person is responsible for cleaning the bathroom. First of all, clean the anti-friction pad, trash can, indoor ashtray, teacup, etc. Secondly, clean the washbasin and toilet, then wipe the head, washbasin, wall, etc., and finally mop the floor; If the procedure is reversed, it will lead to repeated work, thus delaying time. I found that my operation was very irregular and unscientific. In view of the existing problems, I asked the foreman and other staff about the results of skills, methods and requirements, analyzed the existing problems, compared my operation results, and corrected my bad operation habits.
Some achievements have been made, such as improving the sanitary quality of rooms, reducing the overtime phenomenon of rounds and eliminating the errors of rounds. Looking forward to the future, with the continuous expansion of the tourist source structure in China, there may be some overseas groups and individuals staying in our hotel, and the language communication barrier with guests has become the biggest problem for us to do a good job in serving foreign guests. In order to keep pace with the times, I use my spare time to review some daily English expressions. On the one hand, it embodies the value of hotel special skills staff; On the other hand, it has increased employees' knowledge and enriched their amateur life. Home is a warm harbor, which can give people a feeling of happiness and comfort, and make people think of it first when they are tired or happy. I have not only a small family that gave birth to me and raised me, but also a United and enterprising family-that is, a hotel. We all come from all corners of the country, and I believe that everyone has heard of the saying "It is predestined to meet thousands of miles away". It is because of fate that we get to know each other and get together here to form a harmonious, beautiful and United family.
It requires us not only to have full enthusiasm for our work, but also to have a heart for perfection. Now, when we finally realized our original dream. But how are we doing? Lazy work, sloppy makeup, even cold words and blunt attitude. In fact, in life, each of us is facing the eyes of others anytime and anywhere. Can you pass the test? Just like our guests, they are actually the "examiners" you face every day. Are you polite? Are you amiable? Are you noble, elegant, dignified, intelligent, calm, witty and decisive? Did you do impeccably? How much have you achieved? How many achievements you have made means how many impression points the examiner can give you, which means that he will decide how to respect you. Is it trust? Or indifference or even contempt? In fact, people are mutual. The attitude of others towards you is actually a mirror of your own words and deeds. Don't always criticize the mirror, but reflect on where the people in the mirror are not good enough and where they need to be improved.
Specific to our actual work, that is, when you are in charge of internal affairs, are you a good "insider" and do your work beautifully: move quickly, clean up, and always be ready to be a solid backing before others need it to ensure the smooth progress of external work; When you work outside, have you become a beautiful "angel", with an eternal smile like Mona Lisa, facing the "gods" with infinite love and patience, loving what ordinary people can't love and enduring what ordinary people can't bear; As a foreman, can you coordinate and organize every post, focus on the overall situation, be meticulous, care about the feelings of guests and the growth of young people, and help them enter the work role as soon as possible? When there is an abnormal situation, you can still face it calmly, tactfully and decisively, showing the courage of "the enemy will stop." If service is a hard job, let's devote ourselves to this kind of hard work to exercise ourselves. One day, you will find that it makes us stronger, more tolerant, richer and better!