21 management concepts of hotel catering service

Management concepts are the core and soul of hotel culture construction, the starting point and destination of enterprise management, and the basic ideas and concepts that run through hotel management. It is also the central structure of the cultural system. Below, I will share the business philosophy of hotel catering service for you. Come and have a look!

1. If you are not serving the guests, then you are serving the people who serve the guests.

if you are not serving the customer, your job is to serve someone who is.

Although the backstage post does not directly contact the guests, it is also serving the guests by providing good service and support to the front-line employees, so it should be as strict as the front-line employees, or even stricter. If the first line is good, the second line must be better.

2. the way to success: always do a little more than expected.

simple rule for success, walk the extra mile. (Always do what is required plus a bit more.)

It seems unnecessary to explain this point. There is only one question: Do you really know the expectations of the guests? Try to say it and see if you can be satisfied.

3. It doesn't matter whether the guests are right or wrong, what matters is their feelings.

　It doesn? T matter where the customer is right or wrong. It matters how they feel.

We often only dwell on the right and wrong of our guests and forget their feelings.

4. guests may not always be right, but they should be treated correctly.

The customer may not always be right, but they should be treated right.

From our point of view, in fact, most of the time, the guests are not correct and the requirements are too unreasonable, but the guests will always stand from the guest's point of view, not from ours.

5. to change, you must change yourself first.

for things to change, I must change first.

It's a pity that most people in the world only complain about colleagues, subordinates, bosses, guests, enterprises and the big environment, hoping that their fate will not change until they change. Only by changing yourself can you change everything around you. If you have changed yourself, but the environment remains the same, it can only show that you have not changed enough.

6. Start with me.

If it is To Be, it is Up to Me.

Do your own job, learn professional skills, communicate with others actively, and be your best.

7. You represent the hotel, because you are the one who helps the guests meet their needs.

　YOU are the hotel ? Because you are the person who is going to help fill his or her needs.

Any employee is the image spokesperson of the hotel, and your words and deeds are in the eyes and hearts of the guests.

8. Every contact with guests is the first time today.

Every call is the first call of the day.

The first impression is everything, and the last guest today needs you to leave the best first impression with your heart.

9. Small things will affect the feelings of guests.

It's the little things that matters.

Most of the things that affect guests' feelings are small things, and there are few big things. Our job is to do countless small things well.

11. Do what you are good at and do better every day.

do what you do well, and do it better every day.

It seems needless to explain.

11. I will get better or worse every day, which depends entirely on myself.

Every day I see get better or worse. The choice is mine.

It seems that there is no need to explain.

12. Warning: Guests can easily disappear.

warning, customers are peripheral.

to make a guest disappear, it is enough to offend him once, not twice.

13. A demanding guest is better than no guest.

no customer can be worse than hard customer.

among the many guests we face, there are no others except the harsh ones.

14. Try to be perfect in small things.

do orderly things exotic well.

when the little things are done, they will naturally be perfect.

15. There is only one letter between anger and danger in English.

anger is one letter away from danger.

when you are angry with guests, you are not far from danger.

16. guests judge us by what we say, how we say and what we do.

our customers judge us by, what we say, how we say, what we do.

what to say, how to do it or not.

17. Learn from your mistakes and don't repeat them.

learn from your mistakes, but never repeat them.

repeating mistakes and making low-level mistakes are our common shortcomings.

18. Be like a thermostat, not a thermometer.

be a thermostat not a thermostat.

The thermostat will adjust the temperature itself, regardless of the environmental changes, representing a proactive person. The number of thermometer depends on the environment, representing passive people.

19. A good feeling comes from a good attitude.

a happy experience begins with attitude.

Attitude determines success or failure.

21. The service provided is better than promised.

under promise but over delivery.

111 points for commitment and 121 points for service. ;