The cultivation of hotel knowledge workers is especially important for Fen Xingjuan of Chengde National Vocational and Technical College.
Proactive greetings according to industry norms, enthusiasm to provide services, and knowledge of the scope of their work, however, when guests ask for beyond the scope of service or want to communicate with service personnel in depth. If you ask the restaurant waiter about the situation of the guest room or recreation, or talk about the geography history of the current political and economic tourism and the local customs, the staff will either know nothing or avoid it, and the lack of knowledge will be revealed. Nothing can not help but make people feel extremely disappointing, and then doubt the so-called high-quality service advocated by the hotel. This is mainly because there is a clear difference between the management structure of the management layer and the operation layer. The knowledge structure requires very collateral; on the other hand, the hotel policy only recruits people with less-skilled knowledge to engage in services. Therefore, there are many managers with high knowledge in the hotel industry, but few staff with high knowledge.
It is not the hotel's training work. The management of the hotel does not matter whether the service personnel have knowledge or not. As long as the standard service can be done well. On the other hand, managers lack trust in the stability of the service staff team. They believe that employees are also short-term and temporary strategies for the training of grassroots employees. Training for employees is only focused on training of operational skills. Lack of comprehensive knowledge training. The result is a vicious circle. Make the hotel's knowledge workers less and less.
This question should be highly valued by hotel managers. To develop your hotel, to manage your hotel, and to adapt to the development of this society, it is necessary to strengthen the training of all aspects of the staff, which is especially important for hotels.
First, establish an environment that adapts to the growth of high-quality service talents.
The service personnel have the longest direct contact with the guests. The level of knowledge and ability of the waiters plays an important role in the improvement of hotel service quality and hotel image. Therefore, we should create and establish a better mechanism and environment to promote the development and growth of excellent service talents, improve the overall article number 1009 service level of the hotel, such as the rating system of service personnel, and fully affirm the status and role of service personnel. In terms of compensation and benefits, it is close to the standards of managers.
First, expand the knowledge of employees.
The hotel's training department should provide comprehensive and comprehensive training for employees. Such as political economy, culture, history, geography, folklore, comprehensive education, English aesthetics, and so on. With this in mind, the service personnel themselves have a certain knowledge and cultural literacy. From the service staff, you can get a glimpse of the cultural connotation of the hotel, so as to improve the quality of the wine. The artistic service to improve the service of the staff is the art of the door. It must be artistic, requires awareness and industry understanding, not only greetings and smiles. Satisfy the guests, but have the ability to comprehend and observe and analyze questions. Have the ability to create surprises or provide admirable services. The right service is precisely the highest level of service.
First, establish a correct working attitude for employees and have a team spirit.
The service is ring-shaped, and any error in any link will affect the overall service quality. So you must have a team spirit. The hotel should train the staff to pre-empt the needs of the guests and better serve the guests. The training staff has a high ideological realm, focusing on the overall situation and focusing on the interests of the hotel.
Only by establishing a correct attitude and having a high quality of staff, such a hotel is a hotel.
First, improve the skills and skills of employees.
In the process of service, it is impossible for all the questions to be known ahead of time. 1 Service skills and skills other than service specifications should be reflected quickly, tactfully and flexibly, not humble, and satisfactorily solve various questions and satisfy the guests. This kind of ability is not there in the evening. The hotel should strengthen the skills training for each employee, so that the staff can master the service essentials and handle the reasonable scale of the questions, making it a master of the pair. ,
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