Five kinds of consciousness 1. Hotel consciousness (corporate consciousness) Every hotel staff should establish the idea that I am prosperous when the store is prosperous, I am ashamed of the store when it is declining, and I have a shared destiny with the hotel. So should love our hotel. The hotel is the destiny of all our employees, which means we must establish a sense of community and collectiveness, and have the idea of ????ownership of "the store is our home". The specific performance is as follows: 1. Each employee handles things from a holistic perspective and takes into account the overall situation. 2. Every employee must obey work arrangements and transfers, and do not argue, push back, or bargain with work assigned by superiors. 2. Service awareness Quality is the life of a hotel (enterprise), service is the life and soul of an enterprise, and the basis of market competition is to provide high-quality services. Conditions for realizing service awareness: 1. Every employee must establish a service policy of guest first and service first to resolve monotony and dull thinking at work. 2. Every employee is required to put guests first no matter what the circumstances, and they must not quarrel or contradict guests no matter when, where or what happens. 3. Serve the guests in everything and obey the guests in everything. 4. Conduct full training for employees and provide standardized, procedural and standardized services. 5. Provide emotional services to make guests feel at home and at home away from home. 6. Establish the dedication and professionalism of all employees, clarify their work, understand their self-worth, and make guests feel polite. 7. All our work is aimed at one person - the customer. 8. Every employee must keep in mind the purpose of service behavior: looking at the guests, thinking about the guests, and being ready to serve the guests at any time. 9. Hotel work policy: subordinates obey superiors, logistics obeys the front desk, and the front desk obeys the guests, so as to satisfy the guests. 3. Awareness of Customer Source Customer source is the financial source of the hotel and the source of the hotel's economic benefits. 1. Make every employee realize that customers are a source of wealth. 2. We must respect the guest's personality, beliefs, and customs, and ensure the safety of the guest's life, property, and legitimate interests. 3. Think about the guests, think about what the guests want, and be anxious about the guests' concerns. 4. Work hard on emotions and communicate spiritually. 5. Without customers, there is no company. As an enterprise, our food, clothing, housing and transportation are not guaranteed, so customers are our food, clothing and parents. 6. Waiters should put guests first, protect guests at all times, respect guests at all times, and provide emotional services, that is, people-centered services. 7. Establish the idea that the guest is always right. As an industry of friendship and hospitality, he emphasizes that no matter what situation you encounter, you must not behave in any impolite manner. You must listen to the guests' complaints and give them reason. 8. We must stand in the customer's perspective and position, put ourselves in the guest's shoes, understand and care for the guest. 9. Whenever there are complaints from customers, we are reminded that we and the company have problems in some aspects and need to be corrected and supplemented. We should regard the customers as our mentors. 10. We must remember: we need guests and please them at all times. 4. System Awareness Rules and regulations are the laws of the hotel. They restrict the actions and behaviors of each employee and make the basis for the actions and behaviors the basis of hotel management. Adhering to strict rules and regulations is the guarantee for the hotel to improve its management, so it is necessary to abide by the system. Obey management. 1. Our actions and behaviors are based on the hotel’s rules and regulations. 2. Strengthen system awareness and clarify hierarchy awareness. 3. Establish a rules and regulations system with job responsibility system as the core. 5. Efficiency and benefit awareness: All work is centered on efficiency and quality is fundamental. To improve benefits, focus on efficiency and improve the time limit of service. 1. Saving time and providing efficient services are the basic requirements of customers. 2. Providing high-efficiency and fast-paced services is a reflection of the success of hotel management. The methods are: 1. Be punctual and trustworthy. 2. Use working hours and labor quotas to express labor efficiency.