If you are a hotel information system manager, what aspects will you manage and improve the operation of the whole system?

1. The most important principle is that attitude determines everything. Attitudes here include attitudes towards work, guests, learning, problem solving and so on.

2. The management concept emphasizes friendly, efficient and enthusiastic service atmosphere; We ask employees to love this job, keep a happy mood and take work as fun.

3. When a guest buys a cup of coffee in a hotel, the coffee itself may not be much different. The difference lies in how this cup of coffee is served and whether the guest can experience respect, smile and recognition from the waiter's service. We hope that every cup of coffee provided to our guests will be filled with respect and a smile.

Every employee (including managers) should have eyes.

5. Every employee (including manager) should have the ability to foresee customer service needs.

6. Only with work passion can we do everything well.

7, the pursuit of personalized service: not only to provide high-quality and satisfactory services, but also to surprise guests with services; Think about what the guests think and what they think.

8, the pursuit of humanized service: everything from the perspective of the guests to consider the problem, rather than let the guests make do with us.

9, the pursuit of zero defect service.

10, the service is no small matter.

1 1, the service is endless.

12, countless small details of the service (the seat cover of the toilet in winter, the distinction between toothbrush and mouthwash cup in the room, etc. ) Sublimate into excellent service to satisfy the guests.

13. The revelation presented to the guests is the most beautiful, top-grade and high-quality thing.

14, service formula:100-1≤ 0.

15, service criteria: enthusiasm, thoughtfulness, patience, meticulousness, quickness, accuracy, safety and generosity.

16, tea should be hot, heart should be hot, legs should be diligent, mouth should be sweet, hands should be quick, eyes should be sharp.

17, when answering the phone, even if the other party can't see it, smile and be respectful.

18, waiter or chef, think more about why you do it. Is there a better way? In addition, we must be able to bear hardships and bear hardships.

19, everyone should always put themselves in the shoes: if you are a guest, …… and so on, so that you can realize that guests spend money for enjoyment, not for anger.

20. Attendants should divide their work when they are on duty: they should help when they need help, and Qi Xin should work together to help each other when they need help.

2 1, don't ignore every potential guest. Don't let every guest in the hotel, even if he only wants a dish or a bowl of noodles.

22. Communicate with guests. Pay attention to speaking skills when communicating with guests, and put an end to stubbornness and rhetoric; Try to figure out what to say on different occasions and at different times.

23. There are no shortcuts to quality service. The key lies in on-site management and continuous training. On-site management is embodied in on-site supervision and walking management; Uninterrupted training mainly means that employees need to constantly learn, improve and update their knowledge, and often conduct simulation drills. Evaluation should also keep up, so that employees will have pressure and motivation.

Anywhere in the hotel, when you see the guests, you should greet them with a smile. When the delivery staff meets the guests during the delivery, they should do: one stop, and two, let's say hello! Bartender and cashier should greet the guests who come to the bar with a smile!

25. When the greeter at the boarding gate is too busy during the peak loading period, the check-in waitress who has not arrived at the boarding gate should go to the platform to assist the greeter in welcoming the guests.

26, the waiter should grasp the priorities in the process of serving the guests: first help the guests pull the chair to give up their seats, and then pour the tea and drinks after the guests are seated; Then remove the extra tableware and chairs (except supplementary tableware and chairs); During the service, the waiter is absolutely not allowed to leave his post for more than 3 minutes (including sending bills, taking drinks, paying bills, etc.). )

27. The waiter who stays at the service desk should face the guests who eat. Don't turn your back on the guests or lean against the doorpost. Always pay attention to the guests' dining situation and provide services to guests anytime and anywhere; Pour drinks/tea frequently, change bone plates and ashtrays frequently, wipe the table frequently, urge dishes in time, light cigarettes for guests in time, etc. Try not to let guests pour their own tea, drinks, soup, cigarettes, etc. If guests don't smoke, they can take the ashtray off the table, which will be more spacious. After pouring the drink, take away the teacup.

28, the hall attendant should often tour Taiwan, and provide services for guests in a timely manner; Put an end to standing in a daze and not serving guests; Guests are not allowed to sit down for more than 30 seconds, and do not drink tea for no reason. The guests call the waiter.

29. The room attendant should enter the room during the guest's meal (unless the guest specifically requests otherwise).

30. The delivery man delivers the food, and the waiter uses a tray when changing the bone plate and ashtray for the guests. 3 1. When ordering food for guests, the orderer should introduce the different characteristics of different cooking methods of each seafood to the guests for comparison and reference.

32. The service speed is slow. When the guests wait for a long time before serving, the waiter will say to the guests, "Sir (Miss), I'm sorry to have kept you waiting. Please enjoy your meal. "

33. When serving food for guests, the name of the dish should be reported; The voice is moderate and sweet; Can't be weak.

After pouring tea or drinks for the guests, say "Please enjoy your meal".

35. The waiter should pay attention to the rhythm of talking when talking to or introducing guests: not too fast! Avoid dull, cold and smiling facial expressions; The evidence is blunt and boring.

36. When the guest checks out, he should send it to the gate and give it to the usher. Be good at communicating with guests when seeing them off: ask guests for their opinions on service, dishes, environment and personality while walking.

37, the hall set up a full-time departure member, to ensure that the attendant on duty is not short of posts, to avoid a vacuum. When the waiter leaves the guest to get wine or check out at the bar or do other things, be sure to let the waiter next to him take care of it and provide service.

38, important guests or a large number of private rooms send 2-3 waiters (preferably above the foreman) to serve, 1-2 people pour wine, 1 people serve or deliver food.

39. The waiter should not fight with the poor quality guests. If it is really unbearable, he can ask the supervisor to change his post.

40, see bad phenomenon should be corrected in time (such as mesa shop slanting, tableware is damaged, there is garbage on the ground, etc. ).

4 1, waiters should pay attention to the use of body language (eyes, gestures, etc. ) between guests and colleagues in the service process.

42. Before meals, check every detail: whether the table is laid properly, whether the tableware is damaged, and whether the chair is dirty.

43. Skills of attracting guests to the table: It seems that there are many people in the hall and the waiters have tables, which will not cause the phenomenon that one waiter is very busy and other waiters are very idle.

44. Attendant listing service: post the photo information of the attendant at the duty desk in a conspicuous place in the lobby for the supervision of the guests; New employees must be assigned a tutor to help them surf the Internet.

45, timely pressure on employees, waiters, wages and performance, reward the good and punish the bad, more work.

46. Waiters should remember the guests' hobbies and habits.

47. Find the gap and summarize the work meeting once a week (everyone says that their work is insufficient, what have they learned this week).

48. Managers should be good at finding and solving problems.

49. Managers should also pay attention to the tone and attitude when talking to employees; Avoid blunt scolding and scold less.

50. Managers should create a good working environment and a good mood for employees, provide high-quality services for guests, and enable employees to serve guests enthusiastically.

5 1. Employees' spare time is an active auxiliary means to eliminate the boredom of employees' work: it is not only conducive to rallying people's hearts, but also conducive to improving service quality.

52, often talk to employees, keep abreast of employees' ideological trends, and master what employees are thinking every day.

53. When the guest is present or close to the guest, the cashier should pay attention to the language specification.

54. The supervisor shall supervise, track and guide the on-site service of waiters in this area.

55. The supervisor must check before meals, including the sound facilities, whether the microphone is noisy, whether the lights are dim, whether the telephone is available, etc. , found that the problem in a timely manner.

56. Every month 1-2 service star (sales expert, innovative food champion, grievance award, etc. ) was selected to state their views and set an example for other employees.

57. Pay attention to the cultivation of affinity: every employee should be a friendly ambassador with great affinity.

58. At a certain time every week, the supervisor and the orderer will go to the surrounding units to publicize cards, visit old customers and develop new customers.

59. Managers should visit customers frequently.

60. When the turnover exceeds the standard, give employees appropriate rewards.