餐饮十大理念（Catering concept ten）.doc

餐饮十大理念（Catering concept ten） What is a service 1.1: service is a special form of social interaction between people, is a kind of activity to meet the needs of people, is a basic form of the relationship between man and man. 1.2 the highest standard of service: The first service in advance, then strain third service, personalized service. 1.3 do three light four ground service: Three light: light operation, soft voice, light walking. Four: hand, foot, mouth wash, eye. Two, the role of the waiter 2.1 employees are the hotel sales representative, employees and customers is the communication with customers hotel. 2.2 waiters must be a good expression of the will has good social skills of communication at home. 2.3 attendants must understand customer psychology, psychologists and good use of psychological services to customer service effect. The quality of the 2.4 attendants must understand the products and services sold in the hotel, and the best recommendation introduced to the guests, which are willing to buy him a desired product, so the waiter is a salesman of the hotel. 2.5 waiter and must be a know-all, whether it is about the hotel facilities and services, tourism, ethnic customs and daily life knowledge, can provide a satisfactory reply to the customer. Three basic principles, the waiter 3.1 do a good job, provide the corresponding service to guests. 3.2 answer customer inquiries. 3.3 for the customer to solve the difficulties. 3.4 in the best mood and attitude towards customer emotional instability. 3.5, the timely processing of customer complaints and to give guests a satisfactory reply. Four, service attitude 4.1 service attitude is the basis of service personnel in the understanding of the service work and understanding, emotion and behavioral tendency of customers. 4.2 points: 1. Responsible for the initiative and enthusiasm and considerate and polite patience 4.3 establish good relation with guests of the main points 1, the name of 2, the choice of words,