Hotels are generally divided into front office, housekeeping department and restaurant department. When you first come to the hotel, the first step is to go through the formalities and receive training. The procedure for entering the hotel is quite complicated. First, I put my luggage in the training department, then I went to the personnel department to go through the formalities and get my badge, employee handbook, meal card and new employee training form. I also went to the housekeeping department to get my work clothes and the key to the locker room. The heads of all departments of the group bank should sign my registration form. After all, the supervisor showed us the internal layout of the hotel and introduced us to the general situation of the hotel, and then handed us over to a special trainer to explain the general business and introduce some service skills. We were too tired during training. By the way, the trainer put us in charge of the hotel menu. Be sure to master and understand the specialty and general cuisine of the hotel these days.
For hotels and other service industries, service quality is undoubtedly one of the core competitiveness of enterprises and the lifeline of enterprises. High-level service quality can not only leave a deep impression on customers and lay the foundation for their coming again, but also make customers feel honored and establish a good brand and image for the enterprise. During the internship, we saw that hotel leaders attached great importance to the improvement of service quality. Even for short-term interns like us, you must undergo strict etiquette training before you can take up your post. Provide follow-up training and guidance to old employees, and constantly improve their professional quality and level. Department managers and supervisors often say to us, "Your every move represents our hotel, and your image is the image of our hotel". "Guests can never be wrong, only we can be wrong." "Only sincere service will bring a smile to the guests." Sincere service will win the praise of guests.
As service personnel, our relationship with customers is the relationship between the director and the guests. When guests enter the hotel, we should do our best to serve them warmly and seriously. There are service culture, etiquette culture, regional culture, food culture, poverty alleviation culture and so on everywhere in the hotel. All the staff of the hotel are the owners, and all the guests who come to the hotel will be more or less dependent on the hotel and the hotel people. In addition to accepting culture or knowledge in the process of receiving services, they will also turn to hotel people for help when they encounter difficulties. Therefore, we can say that the hotel is a place full of culture and knowledge. So people who work here must have more knowledge, culture and self-restraint. The guest is tasting a dish, and the waitress in her ear introduces the knowledge about this dish in a sweet voice, including its origin, spread, characteristics, new ideas and so on. This not only increases the fun of tasting dishes, but also allows guests to gain some new knowledge and information, making them feel glad that you are from another level. I left a good impression, and naturally I was afraid that there would be no repeat customers.
It is easy to be a waiter, but difficult to be an excellent waiter. You need not only the approval of customers, but also the approval of other waiters and your boss. We should always keep a cheerful mood, emotions can be contagious, let others feel your happiness, your happiness and your optimism will convince them; You can't be too lazy to work in a hotel. When you see that others are busy, you should take the initiative to give some help, and naturally others' good feelings for you will also be upgraded to a higher level. Hotels are equivalent to a concentrated society. You can meet all kinds of people, some we like, some we hate, and even some we are not ashamed of. At this time, our mentality should be adjusted. When we came here, they were all the same, all our guests. It is our responsibility to provide satisfactory service. Therefore, the hotel needs to have a function that can provide as much convenience as possible for the guests by virtue of the identity of the landlord. We assume the identity of the landlord.
During the training, the teacher told us that to do this job, we should not only have enthusiasm and smile, but also be sharp-eyed and flexible. Asking us to be careful, he told us a part-time experience: on the last day of work, he knocked over Lao Jiatang, which was nearly a month's salary. Also, when working, don't just stare at one place. See all directions and listen to all directions. Maybe there are guests nearby who need your help, but you ignore them. Speaking of concentration, there is something that really reminds me now. One day at noon, I was in charge of a table of guests, so all the dishes were served. I just thought about other things for a while, thinking about it and forgetting whether the guests at that table needed other services. Suddenly I heard someone calling me and thought it was bad, so I forgot them. I greeted them with a smile and asked them what service they needed. The guest smiled and said to me, "What are you thinking, so serious! I called you several times and you have to answer it! " My face is on fire, and if I want to sue the supervisor, I will be criticized. Fortunately, the guests I met were better, so I repeated their demands and played a joke on me, which solved the knot in my heart. At that time, I told myself not to be distracted in my future work.