Hotel Talent Management

1. Language Proficiency

Language is an important tool and way for the waiter to establish a good relationship with the guests and impress them. Language is the material shell of thinking, and it reflects the spiritual cultivation, temperament and attitude of the waiter. The two most important aspects that guests can feel are the words and deeds of the waiters.　　

When expressing, waiters should pay attention to the natural fluency and affability, keep the speed evenly, and be calm and polite at all times. Language words that show respect and humility can often ease the tone, such as "you, please, sorry, suppose, yes" and so on. In addition, the waiter should pay attention to the timing and objects of the expression, that is, to make appropriate and appropriate expressions according to different occasions and specific situations such as different identities of guests.

When people talk, they often overlook another important component of language, which is body language. According to research by relevant scholars, body language plays a very important role in the expression of content. When using language expressions, waiters should use body language appropriately, such as using appropriate gestures and movements, together with verbal expressions, to construct an expression atmosphere that is easy to accept and satisfy guests.

2. Communicative ability

The hotel is a place where a lot of interpersonal interaction occurs. Every waiter will have extensive contact with colleagues, superiors, subordinates, especially a large number of guests every day, and will have a variety of interactive relationships with guests based on service. Relationship will make guests feel respected, valued and treated preferentially. The guest's acquisition of this feeling will play an inestimable role in the continued prosperity of the business and the promotion and dissemination of corporate brand. Good communicative competence is an important basis for waiters to achieve these goals.

3. Observation ability

There are three types of services provided by service staff to guests. The first type is the very specific service needs of the guests. As long as they have skilled service skills, it is generally easier to do this well. The second type is a routine service, that is, a service that should be provided to guests without reminding them. For example, when a guest sits in a restaurant to prepare a meal, the waiter should quickly pour tea, put paper towels or towels on the guest; in the lobby, if the guest with a lot of luggage enters the door, the waiter will come forward to help. The third type is the potential service demand that the customer has not thought of, cannot think of, or is considering.

Being able to see through the potential needs of guests at a glance is the most worthy service skill of waiters. This requires the waiter to have a keen observation ability, and turn this potential demand into a real service in time. The provision of such services is the most valuable part of all services. The first service is passive, the latter two services are proactive, and the provision of potential services places more emphasis on the waiter's initiative. The essence of the observation ability is to be good at thinking about the guests, and to deliver the service promptly and properly before the guests speak up.

4. Memory ability

In the service process, guests often ask the waiter some questions such as hotel service items, star grades, service facilities, special dishes, tobacco and alcohol tea, snack prices, or city transportation, tourism, etc. The ones that I usually get from experience or purposely accumulate to become the "living dictionary" and "compass" of the guests, so that the guests can instantly understand the various information they need. This is not only a service direction, guidance, but also a A service that can be appreciated by guests.

The waiter will often encounter the physical delay service that the guest needs. That is, guests will have some things to be entrusted to the waiter, or need some drinks and refreshments when dining, there is a long or short time difference between the proposal and the provision of these service items, then the hotel waiter can remember The services required by the residents will be accurately provided at a later time. If the service required by the guest is forced to be delayed or simply forgotten and unsatisfied, the hotel's image will be adversely affected.

5. Resilience

Unexpected incidents in service are not uncommon. When dealing with such incidents, waiters should adhere to the tenet of "guests are always right", be good at standing on the stand of guests, consider themselves to guests, and make appropriate concessions. In particular, those with more responsibilities on the side of the waiter should dare to admit their mistakes and give guests an immediate apology and compensation. In general, the mood of the guests is a mirror of the service provided by the waiter. When a conflict occurs, the waiter should first consider whether the error is on his own side.

6. Marketing ability

A waiter should not only complete his own work in accordance with the work procedures, but also actively introduce other various service items to the guests and sell them to the guests. This is not only an important way to fully tap the potential of the service space, but also reflects the waiter's sense of ownership and the need to actively provide services to guests.