Hotel service skills, the hotel also has a set of skills to train employees. Only by mastering these skills can we receive guests well. There are generally six categories, so let's take a look at the relevant knowledge of hotel service skills with me. Welcome to study and reference, I hope it will help you.

Hotel service skills 1

1. Language ability: Language is an important tool and way for waiters and guests to establish a good relationship and leave a deep impression. Language is the material shell of thinking, which embodies the spiritual cultivation, temperament and attitude of waiters. The two most important aspects that guests can feel are the words and deeds of the waiter.

When expressing, the waiter should pay attention to the natural fluency and affability of his tone, keep the speed constant, and always remain calm and polite. Words expressing respect and modesty can often ease the tone, such as "you, please, I'm sorry, if you can". In addition, the waiter should also pay attention to the timing and object of expression, that is, to express appropriately according to different occasions and different identities of guests.

When people talk about it, they often ignore another important part of language-body language. According to the research of related scholars, body language plays a very important role in the expression of content. When using language, the waiter should use body language appropriately, such as using appropriate gestures and actions, in conjunction with oral expression language, to create an expression atmosphere that is easy for guests to accept and satisfy.

2. Communicative ability: Hotels are places where many interpersonal relationships take place. Every waiter will have extensive contact with colleagues, superiors and subordinates, especially a large number of guests every day, and will have various service-based interactive relationships with guests. Handling these relationships well will make guests feel respected, valued and treated well. The acquisition of this feeling will play an inestimable role in the sustained prosperity of business and the promotion and dissemination of corporate brands. Good communication skills are an important basis for waiters to achieve these goals.

3. Observation ability: There are three kinds of services provided by service personnel for guests. The first is the service demand that the guests have made clear. As long as they have skilled service skills, it is generally easier to do this well. The second is the regular service, that is, the service that should be provided to guests without reminding. For example, when a guest sits down to eat in a restaurant, the waiter should quickly pour tea for the guest and put away paper towels or towels; In the lobby, as long as a guest with a lot of luggage comes in, the waiter will come forward to help. The third is the potential service demand that the guests have not thought of, thought of or are considering.

Being good at seeing through the potential needs of guests at a glance is the most valuable service skill for waiters. This requires waiters to have keen observation ability and turn this potential demand into timely and practical service. And providing this service is the most valuable part of all services. The first service is passive, the latter two services are active, and the provision of potential services emphasizes the initiative of waiters. The essence of observation ability is to be good at thinking about the guests' thoughts and deliver the service in time and properly before the guests speak.

Hotel service pays attention to understanding the needs of guests and meeting their urgent needs. The service staff listened and watched, and provided the service as quickly as possible before the guest said his request, so the guest must be very satisfied with the waiter. This is what is often said in the service.

When the guest's face is gaunt, the receptionist will promptly inform the assistant manager of the lobby to provide corresponding services; Seeing the guest walking towards the elevator, the waiter stepped forward, lit the elevator switch for the guest and greeted the guest with a smile. Wipe the guest's shoes when he goes out to clean the room. When a guest has a meeting in the conference room, the pen suddenly runs out of water, and a pen will be handed from him in time. All these will make guests feel at home.

Although "observing words and observing colors" in daily service work has produced good results, it is often spontaneous, unsystematic and non-institutionalized. For example, the hotel takes measures to encourage training, collect and sort out, standardize the system, and reward training. , thus making it a conscious action of employees, which will promote the improvement of overall service quality.

(1) Encourage training: The hotel should train the waiters who are outstanding in their work and well received by the guests, so that their service awareness and quality can be improved to a higher level, based on their posts, and strive for first-class service.

(2) Collection: Hotel managers should strengthen on-site management in their daily work, find various typical cases of "observing words and observing colors" from front-line services, collect and sort them out, form words and publicize them widely.

(3) System specification: the typical cases summarized are extended to the front-line work, and have been tested by practice. In practice, it is constantly supplemented and improved, thus forming systematic and standardized materials, which can be used as standards to measure service quality and make fuzzy management transition to quantitative management.

In this way, the hotel can turn the individual behavior of "observing words and observing colors" into conscious group behavior in management, and also promote the improvement of the overall management level. Excellent waiters often have the characteristics of strong consciousness, strong sense of responsibility and strong discipline, which can bring a large number of repeat customers and long-term guests to enterprises. These employees are the backbone of the enterprise, and they must be the object of competition from other hotels. Therefore, it is very important to enhance the cohesion and centripetal force of enterprises in areas with high turnover rate.

4. Memory ability: During the service, guests often ask the waiter some questions such as hotel service items, star rating, service facilities, prices of special dishes, tobacco, alcohol, tea and snacks, or urban transportation and tourism. At this time, the waiter will become the "walking dictionary" and "compass" of the guests with his usual experience or purposeful accumulation, so that the guests can know all kinds of information they need in real time, which is not only a service.

Waiters often encounter substantial delays in service that guests need. That is, guests will have some matters entrusted to the waiter, or need some drinks and refreshments when eating. There is a long or short time difference between the presentation and provision of these services. At this time, the hotel waiter needs to firmly remember the service requested by the guests and provide it accurately at a later time. If the service requested by the guests is forced to be delayed or simply forgotten, it will have a bad influence on the image of the hotel.

5. adaptability: emergencies in service are not uncommon. When dealing with such incidents, waiters should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put themselves in the guest's shoes and make appropriate concessions. Especially in the case of the waiter, we should dare to admit our mistakes and apologize and compensate the guests immediately. Generally speaking, the guest's mood is a mirror of the service provided by the waiter. When there is a contradiction, the waiter should first consider whether the fault is on his own side.

6. Marketing ability: A waiter should not only complete his own work according to the working procedure, but also actively introduce other services to the guests and sell them. This is not only an important way to fully tap the utilization potential of service space, but also the need to reflect the waiter's sense of ownership and actively provide services for guests.

Although all the service departments of the hotel have specialized personnel for marketing, their main responsibility is external marketing, and internal marketing needs the waiters of all positions to do it together. Only when all the staff are concerned about the marketing of the hotel and feel the sense of market everywhere can we seize every opportunity to do a good job in the internal marketing of the guests. This requires the waiter not to wait for the request of the guests to provide services, but to be good at seizing the opportunity to sell the hotel's various service products and facilities to the guests and fully tap the consumption potential of the guests. Therefore, waiters should have a comprehensive understanding of various services and be good at observing and analyzing customers' consumption needs and psychology, so as to fully understand and sell products when customers are interested.

Hotel service skills 2 1, observation

Obtain the information related to the observed object correctly. In the process of observation, we should not only pay attention to searching for those expected things, but also pay attention to those unexpected situations.

And can perceive the characteristics of things better than concealment; We can not only observe the whole process of things, but also grasp the characteristics of each development stage of things; We can not only grasp the whole of things comprehensively, but also examine all parts of things separately; We can not only find the similarities of things, but also distinguish the subtle differences between them.

2. Communicative ability

It includes not only the understanding and mastery of the language form of a language, but also the understanding and mastery of the knowledge system that the language form is properly used for communication at any time and in any way.

Communicative competence is a complex concept, which involves many factors such as language, rhetoric, society, culture and psychology. , including the language means (spoken or written) used by a person.

3. Language ability

It shows that people can speak or understand unprecedented grammatical sentences, distinguish ambiguous sentences, distinguish sentences with the same surface form but different actual semantics or sentences with different surface forms but similar actual semantics, and use language skills such as listening, speaking, reading, writing and translation.

4. Adaptability

When external things change, natural persons or legal persons may react instinctively or make decisions after a lot of thinking. Have good adaptability, be able to assess the situation and improvise.

5. Memory ability

During the service, guests often ask the waiter about some hotel service items, star rating, service facilities, special dishes, prices of tobacco, alcohol, tea and snacks, or urban transportation, tourism and other issues. At this time, the waiter will become the "walking dictionary" and "compass" of the guests with his usual experience or purposeful accumulation.

6. Marketing ability

Let consumers know about the products and then buy them. The idea is that after market segmentation, enterprises pay attention to the uniqueness of sub-markets without considering their own market characteristics, and decide to launch only a single product and adopt a single marketing combination to meet as many customer needs as possible to a certain extent.