Hotel managers are competing to speak. Leaders and colleagues:
Hello everyone!
It is an important measure for our hotel to build an efficient team that grass-roots and middle-level cadres compete for posts fairly, justly and openly. As a member of the hotel, I sincerely support this competition. Here, thank you very much for giving me a stage to show myself and an opportunity to display my talents! At the same time, I also thank the leaders and colleagues for their love and support.
I am currently the customer service manager, and the position I am competing for today is also the customer service manager. For this position, I think it is necessary to report some work ideas to leaders and colleagues this year.
As we all know, the competition in hotels is very fierce nowadays. Fundamentally speaking, it is the difference of quality management and service quality. Who can adhere to the business philosophy of "quality first", constantly strengthen quality management and win the favor of customers with first-class service, who can stand firm in the competition and be in an invincible position; Otherwise it will be eliminated. Therefore, strengthening quality management and improving service quality will be one of the priorities of this year's work. To improve service quality, we must first firmly establish a strong sense of service and quality. From the department manager to every employee, we should deeply understand that "service quality is the life of an enterprise" and consciously adhere to the purpose of "making guests feel better". On the basis of previous etiquette and courtesy requirements, the department strives to be "accurate, fast and high". That is, on the basis of perfecting this year's "limited service", combined with "one-stop service", the service level will be improved. Let me introduce "one-stop service" first:
Service concept: "One-stop" service means that guests can enjoy convenient, fast and concentrated service when they enter a certain area or post of the hotel, and will not be left out, pushed or rejected. Employees have expanded from providing the services of their posts and departments to meeting customers' comprehensive needs for other departments or hotels, from providing hotel services to meeting customers' comprehensive information consultation outside hotels and cities, from providing * * * services to meeting customers' personalized services. The "one-stop" service emphasizes that all employees in the department can give satisfactory answers as soon as possible to any questions raised by the guests, so as to minimize the direct contact of the guests with the service. After the guests check in, the services they need to provide and their dissatisfaction with the hotel can only be postponed after acceptance by one person; All staff in the department are required to work with the attitude of trying their best to meet the needs of guests and solve problems for them, and establish the service consciousness of "responsibility first" and "solving problems until I finish".
Service principle: All staff of the department, regardless of their positions, responsibilities, duties or business trips, should accept the service demands of the guests at any time and place at the first time, fully consider the feelings of the guests, properly handle them, solve the follow-up problems, and do a good job of tracking. So as to meet the requirements of the guests to the maximum extent and with the highest efficiency.
Hotel managers are competing to speak. Leaders and colleagues:
Hello everyone!
I am very excited to walk on this competitive podium. We should thank the hotel leaders for their good intentions in cultivating talents. Competitive speech gave me another opportunity to exercise, which made me grow rapidly and helped me improve my personal courage, eloquence and temperament. I hope every employee can cherish the opportunity and bravely stand on the podium to participate in the competition speech, regardless of success or failure, they will gain a lot.
I'm xx, and I think everyone knows me in general. If I introduce myself again, it will waste your precious time. If you don't know me, we can communicate more privately. Okay, let's get down to business. Today, I am competing for the position of manager of catering department.
I believe that the development of hotel catering needs the edification of catering culture. As the manager of the catering department, I must shape this culture, change the staff's thinking from "I want to do" to "I want to do", serve the guests with good attitude and enthusiasm, let the guests eat delicious dishes and taste the catering culture. I believe that the advanced management concept will make it easier for the hotel catering department to make achievements, and the focus of my work will be "work attitude"
First, correct working attitude and establish a new industry style.
In the past, some operators thought that food quality was the first and service quality was the second, but practice proved that service was the first and food was the second. What kind of atmosphere do you think it would be if a table of rich and delicious dishes was served by an unenthusiastic restaurant staff, who kept a straight face and said nothing, liked to eat it herself, didn't replenish the wine in the cup in time, and didn't replace the residue in the bone dish when it was full? Even high-quality guests don't want to come again. Only when the kitchen and floor cooperate well and make up for each other's shortcomings in the work can we give full play to the advantages of the overall catering. Therefore, we are required not to bring personal emotions in our lives into our work. As soon as you enter the workplace, you should serve your customers wholeheartedly, that is, you should have a good working attitude.
Enthusiasm, initiative and smile are our proper working attitude towards customers, and the charm of smile-it is the cheapest investment in the world, but it can get rich returns. Smile is a symbol of self-confidence, a full display of etiquette, a manifestation of harmony and a sign of mental health. We can tell a joke at the pre-class meeting every day to adjust everyone's mentality and smile in front of the mirror for a minute every day. Smile is the basic quality of our service personnel, and we need to bring it to our customers and colleagues.
Good work attitude and service awareness require continuous training for employees and exchange of experience among employees. The education of employees' service consciousness must be timely, anytime, anywhere, with advanced departments, advanced learning, mutual help and mutual assistance, so as to improve the team consciousness and let the employees of the catering department serve customers better. Only first-class employees can provide first-class service. Guests dining in the hotel restaurant care about what kind of quality service the staff can provide, no matter who the manager of the food and beverage department is. Our philosophy should be that employees serve customers and managers serve employees, so it is employees, not managers, who really impress customers. The manager's job is mainly to manage and coordinate employees, so that employees can better show them to customers. I believe I can manage this team well.
Second, service should be personalized, and service is not a slogan.
Our hotel industry can't stay at the slogan stage of service. "Customer is God" is a slogan, "Customer is always right" is also a slogan, "Customer is God", so it is good to treat customers as brothers. We should pay attention to our customers, truly take them to heart, serve them wholeheartedly, constantly bring forth the new and attract them back, so as to attract them.