One language is beautiful

⒈Basic requirements for politeness: ①Speak respectfully and have a steady attitude; ②Speak elegantly, concisely, and clearly; ③Speak tactfully and enthusiastically; ④Speak politely In the art of language, strive to have beautiful, tactful and melodious language; 5. Pay attention to your manners and expressions when speaking to guests.

2. 'Three Lightnesses': Walk lightly, speak lightly, and operate lightly.

'Three don't cares': don't care about the guests' unkind words; don't care about the guests' impatient attitude; don't care about the unreasonable demands of individual guests.

'Four Diligences': Diligence with the mouth, diligence with the eyes, diligence with the legs, and diligence with the hands (diligence with the brain).

'Four Don'ts': no ??swear words; no swear words; no sarcastic words; no words unrelated to service.

'Five Tones': There is a sound to greet guests when they come, a sound to answer questions, a sound to apologize for work mistakes, a sound to express thanks for help, and a sound to greet guests when they leave.

'Six polite terms': greeting terms, solicitation terms, apology terms, thank you terms, honorific terms, and farewell terms.

'Eleven words of civility and politeness': please, you, hello, thank you, sorry, goodbye.

'Four taboo words in service': contemptuous words, negative words, contradictory words, and irritating words.

3. Honorific service

Basic requirements: ① The language intonation is pleasant and clear; ② The language content is accurate and substantial; ③ The tone is sincere and friendly; ④ Speak Mandarin well; ⑤ The language expression is just the opposite. benefit.

4. Basic terms

1) Basic service terms

①'Welcome', 'Welcome', 'Hello' are used when guests arrive Used by greeters in restaurants.

②'Thank you' and 'Thank you' are used with a positive attitude when guests bring convenience to the waiter's work.

③'Please wait a moment' or 'Please wait a moment' is used when the customer cannot be served immediately and is said in an apologetic and responsible manner.

④'Please wait a moment' or 'Please wait a moment' are used to apologize for disturbing or causing inconvenience to guests.

⑤'I have kept you waiting for a long time', which is used to apologize to the waiting guests with enthusiasm.

⑥'I'm sorry' or 'I'm really sorry' is used to say it sincerely and politely for disturbing or causing inconvenience to guests.

⑦'Goodbye', 'You take your time', and 'Welcome to visit next time' are used to say warmly and sincerely when guests leave.

2) Daily service terms

① When a guest enters the restaurant

--Good morning, sir (miss), how many of you are there?

--Please go this way.

--Please follow me.

--Please take a seat.

--Please wait a moment, I will arrange it for you right away.

--Please wait a moment, your dining table will be ready (cleared) soon.

--Please take a look at the menu first (please order the cold dishes first)

--Sir (Miss), do you like sitting here?

--Excuse me, can you share a dining table with that gentleman?

--Excuse me, are there any vacancies here?

--Excuse me, can I use this chair?

② When ordering for guests

--Excuse me, sir (Miss), can you order for you now?

--What kind of drinks do you like to have? Our restaurant has...

--What kind of wine do you like to have?

--Do you like...

--Are you interested in trying today's specials?

--Do you prefer tea or noodle soup?

--Do you like sweets? How about a fruit salad?

--Excuse me, what else do you need? We have fresh and delicious cold dishes here.

--I'm so sorry, this dish takes a while, can you wait a little longer?

--I'm so sorry, this dish has just been sold out.

--Okay, I will contact the chef and I will make you satisfied.

--If you don't mind, I recommend to you...

--You are in a hurry, right? Then I recommend these fast food for you.

③ When serving food to guests

--Can I serve you hot food now?

--Sorry, please give way.

--Sorry to keep you waiting for so long, this dish is...

--I'm really sorry to have delayed you for a long time.

--Sorry, I got your dish wrong.

--I'm really sorry, we will do it again for you immediately (change a plate).

--Sir, this is the dish you ordered.

④ When serving guests during the banquet

--Sir (Miss), your dishes are ready, please take your time.

--What other drinks do you need?

--Do you have enough food?

--I'm sorry, I'll ask you straight away and let you know.

--Sir, are you XX? Your phone number.

--Miss, I'm sorry to worry about you, can I clear the desktop?

--Thank you for your cooperation.

--Thank you for your help.

⑤ Check out after the meal and send guests off

--Your bill, sir.

--Sorry, please pay in cash.

--Please pay XX yuan, thank you.

--Sir (Miss), this is the change and invoice for you, please keep it, thank you.

--We hope you will give us your valuable feedback on the dishes here.

--Thank you very much for your opinion.

--Thank you very much for your enthusiastic advice.

--Thank you, welcome to come again.

--Goodbye and welcome to visit again.

Polite service terms should pay attention to the following points when serving guests:

(1) When talking to more than three people, use a language that is understood by each other;

(2) Do not imitate other people’s language, tone and conversation;

(3) Do not gather in groups to chat, speak loudly, laugh loudly, or make loud noises;

(5) Do not Conflict, sarcastic, and sarcastic guests under any pretext;

(6) Do not tell excessive jokes;

(7) Do not use vulgar words, contemptuous and insulting language;

(8) Do not debate loudly, quarrel loudly, or talk loudly;

(9) Do not speak language that damages the image of the hotel.

Language should pay attention to art and adaptability

We often encounter some tensions or embarrassing scenes in service. At this time, we should adapt to the situation and use clever language to compliment and alleviate it. Tension.

Case 1:

At 2:23 pm on February 15th, there was a guest waiting for someone at the lobby bar of (Mr. Hu) Guangzhou Tower, but the guest did not come. Although the environment in the lobby bar is elegant and warm, Mr. Hu is a little restless. After all, the success or failure of this business is related to the rise and fall of the company.

Sir, would you please put your feet down? When the waiter Xiaolin added boiling water and reminded softly. Only then did Mr. Hu realize that he had inadvertently put his feet on the chair opposite and rocked, attracting the attention of other guests. The impatience of waiting had already made Mr. Hu extremely irritable. Without thinking, he stared at the waiter with resentment and said word by word: "I won't let go, what can you do to me?"

There was a moment of silence, the waiter smiled: "Mr. , you are so humorous, you asked me such a question. I think you are very qualified." After saying that, she turned around and left with a smile, and never looked back. Later, when Mr. Hu bent down to flick the ashes of his cigarette, he put his feet down.

It can be seen from the above case that the waiter Xiao Li first relieved the tense atmosphere with just the right and clever compliments, and then left in time to give the guests a step down, so that the guests who originally wanted to show off their temper calmed down and felt uncomfortable. I'd be embarrassed to do that again. Finally put your feet down. Xiao Li's language skills and adaptability not only maintained the hotel's lobby image and service image, but also saved enough face for the guests. How important language arts and adaptability are in hotel services.

Language communication methods

As service staff, we face every different guest every day, with different personalities, moods, and expectations. Therefore, we must not only have personalized expression and communication, but also must master many unique expression methods and skills to serve guests. At the same time, as waiters, we also need to understand the guests' hobbies through communication and communication. The communication methods in hotel service interactions mainly include audio, written, silent and other communication methods.

1. Sound language communication

(1) Vocabulary, when communicating in language, in the same sentence, you use this tone or another way of expression, Different effects can be achieved. The terminology used in hotel service interactions is quite rich. We should pay attention to using polite language when using it.

(2) Tone and intonation. When serving guests, we must pay attention to our speaking tone and tone. The tone must be elegant, friendly, and the tone must be appropriate. It should not be too high or too low, so that we can better serve our guests.

2. Written language communication

Written language communication is also relatively common in the service industry. Written language communication is often used to understand whether guests are satisfied with our services. At the same time, you can also promote the hotel's culture and characteristics through written language communication.

3. Silent language communication

In hotel service interactions, we not only rely on audible language communication and written language communication to convey the thoughts and feelings to be expressed. Rather, it should be combined with silent verbal communication (expressions, gestures). Serve guests in these three languages. Only in this way can we do our best and make our customers satisfied with our services.

(1) Emoticon, it is a form of facial expression communication. It is a silent language, but it is more colorful and expressive than vocal language communication, and plays an important role in conveying information. For example; when serving guests, we should pay attention to our expressions and smile

(2) Sign language and use appropriate gestures when speaking. When eloquently narrating, adding contagious and persuasive gestures can enhance the atmosphere and attract the attention of the listener. At the same time, it can also make the words more vivid and colorful, and enhance the expressive power of audio language. . Sometimes, under certain circumstances, gestures can also reflect people's inner thoughts and attitudes towards others. Enthusiasm and reluctance can be clearly reflected in gestures. In the service industry, sometimes silent verbal communication can also play a role of "silent is better than sound".

But when we serve our guests, we must serve our guests with a communication method that combines contagious and persuasive gestures and expressions (smiles) with spoken language communication. This will enable us to better serve every guest. Thereby improving our service quality and reputation.

Every service staff should master polite and standard service terms. Polite and standard service terms are very important in hotels. It is the core of hotel service quality and an important factor for the hotel to win customers.

The famous American professor Paul Fussell once said: "Language can best express a person. When you open your mouth, I can understand you." "How a person speaks and what he says, of course It shows his taste without exception."

The biggest consequence of using service taboos is that they often hurt others. This kind of harm is mutual. While it hurts the client, it also causes harm to one's own image. There are mainly four categories: 1. Disrespectful words

When speaking to elderly service recipients, you must not say "old guy", "old thing", "old waste" or "old useless". ". Even if the person mentioned is not necessarily the other party, the other party will definitely be very disgusted.

As for calling the elderly with titles such as "old man" and "old woman", it is also inappropriate.

When talking to patients, try not to mention words such as "sick ghost", "sick number", and "sick young man". There is no special reason, and don’t mention whether your health is good or bad. It should be understood that the vast majority of patients "keep their illnesses under wraps".

When dealing with disabled people, avoid using the word "disabled". Some disrespectful terms for people with disabilities, such as "idiot", "idiot", "dwarf", "blind man" When meeting people with less-than-ideal figures, you should not speak out about the things you are most dissatisfied with about yourself, such as the "fatness" of your partner or the "shortness" of a short person.

2. Unfriendly words: Under no circumstances are service staff allowed to use unfriendly or even hostile language towards service recipients only if they misplace their actual position or do not intend to do so. Only people who are good at service will do that.

When the service recipient asks the service staff to provide services, the latter must not ask the former in a contemptuous tone: "Can you afford it?" Is this something people like you use?"

When the service recipient expresses that he or she does not like the products or services recommended by the service staff, or after some selection, he or she feels unsatisfactory and is ready to turn around. When leaving, the latter whispered behind the former: "Why are you here if you don't have money?" "Why are you pretending to be rich?" Some service staff even contradict each other, saying: "Who are you afraid of? I don't want to serve someone like you", "Who do you think you are", "Look at your virtue", "I am This attitude", "I can sue wherever I want", "I will definitely stay with you to the end", etc.

3. Impatient words

Service staff should be required to To do your job well and improve your service quality, you must show due enthusiasm and sufficient patience when receiving service recipients. If the result is not very satisfactory, no matter what your original intention is, you are not allowed to give the other party "an answer." I don’t know either,” and “I’ve never heard of it.”

When the service recipient asks about the specific service price, you cannot tell the other party: “Isn’t it written on it?” “Stare. You can see with your own eyes!" "Don't you have eyes?"

When the client requests services or help, you cannot tell the client: "What's the hurry?" "Find someone else", " Why are you joining in the fun?", "It's not my business there", "Just wait patiently", "It's no use making noise", or saying to yourself, "I'm exhausted", "I'm bored".

4 .Poor words

Service staff must say many polite words at work, but they must not say anything rude.

In order to discourage them. When the client is asked not to mess around, you cannot say anything like: "Be honest", "What are you messing around with", "You will pay for it if it is damaged"

When the client needs to pay. When you have change, or there is no change, it is extremely inappropriate to directly ask the other person to "bring you the change" or to tell the other person "there is no change"

Instructions

Avoid. Imperative.

For example, if the guest is not in a hurry and walks into the kitchen to order the dishes, if you use the commanding tone: Sir, please go out, the kitchen is not allowed in! Such a commanding tone will make the guest feel embarrassed and unhappy. If you say: Sir, do you have anything to do? I'll help you. Just sit down and I'll come later. The effect may be much better. At the same time, your tone should be magnetic, your eyes should be soft or accompanied by gestures, which will make you more approachable.

Thank you words

When guests praise, help, or make suggestions, you should use thank you words. And be clear and straightforward. Dining guests sometimes have opinions about some dishes and services that may not be correct. At this time, some waiters like to argue. This is wrong. The correct approach is to answer regardless of whether the question is correct or not: Okay, thank you for your kindness. Or: Thank you for reminding. A customer in a restaurant was dining Inadvertently dropped the chopsticks on the ground. This customer was not very particular. He picked up the chopsticks and wiped them twice before using them. At this time, the waitress on duty had quick hands and eyes. She immediately handed over clean chopsticks and said: I'm sorry, please use this pair. Thank you for your cooperation! The guest was so touched that before leaving, he went to the lobby manager to praise the waiter and said, "Your lady responded quickly, helped me and thanked me. She is really well-trained. I hope the restaurant will reward her."

Reminder of apology words

This is an important part of service language. If used well, guests will feel respected at any time during the meal and have a good impression of the restaurant. At the same time, reminder of apology words is also necessary The lack of this procedure will often cause service problems. To deal with this type of language, the following points are required: Treat the reminder and apology as a mantra and a necessary procedure, and be sincere and proactive. Let’s give an example: Everyone As we all know, the tripe will mature after being shaken quickly in the boiling soup for seven or eight times. After being boiled for a long time, it will become tough and difficult to chew. Once, a customer in a hot pot restaurant was rinsing the tripe. At this time, the waiter did not say hello and mentioned the tripe. I put the soup pot into the pot and added soup. After the soup was added, the temperature dropped, and the hairy tripe naturally could not reach the desired heat. The angry guest puffed his beard and stared at him and said: "Why didn't you say hello? Didn't you see that I was ironing the hairy tripe?" ? The author also had the same experience: My in-laws are very good at drinking liquor. When they came to Chengdu from Anhui, I always treated them with a big glass of good wine. One time, I accompanied my in-laws to a famous restaurant for dinner, because Most of us don't drink, so we ordered chrysanthemum tea, and specially ordered a bottle of Wuliangye for my in-laws. Since the wine glass in the restaurant was too small, it couldn't catch up with my in-laws' mouth, so I poured out the chrysanthemum tea in front of my in-laws and poured it for him. It was full of wine, but she only drank half of it. When the waiter came to pour tea, she quickly poured the tea into her in-laws' wine glass without saying hello. The service was fast, but Wuliangye was ruined. If she had been in advance If you remind and ask, this situation will not happen. The correct way is to first say "Sorry to bother you! Here you go... Okay? Of course, you don't have to say "Sorry" to every guest on the table. But when serving the guest of honor or the first guest, you must use an apology. From now on, you can use gestures when serving the guests in sequence.

Farewell words

The voice is loud and has a lingering aftertaste. , with a nod or bow.

In short, the language and ceremony of saying goodbye to guests cannot be reduced to a formula that lacks emotion. The words of farewell should be lingering in the ears and leave good memories for the guests. For example: Goodbye, sir, have a safe journey. I hope to see you in the restaurant. .Well done, sir.

Promotional language

Promotional language is an art. Properly used, it can effectively promote customer consumption. This requires long-term study and continuous thinking by the restaurant waiters. First of all, use more selective questions and less use of special questions. There is a great risk in using special questions, and there is at least a 50% chance of being rejected. For example, the waiter asks "Do you want rice?" "Do you want more food?" "Do you want liquor?" The inquiry is very bad. As long as one customer says "I won't drink today!" the sales will fail. If you use selected questions, the effect may be very different. For example, if a table of guests comes, there are gentlemen, ladies, and children. You can start with the children. Start by asking, "Can the kids have some Sprite or Coke?" Maybe the kids will make a choice without the adults being prepared. The adults will accommodate the kids, and after the kids' drinks are confirmed, they can then turn to the lady, "Would you please give me some Red Bull?" , ginkgo porridge or yogurt? These are very fashionable nutritional drinks, all of which have good beauty and health care effects." The lady is probably happy to choose one. Both the child and the wife have chosen it, and the husband and his friends are bold. , so he turned to the man and asked: "Sir, would you like some white wine or beer?" But it is also fashionable to drink red wine now." The type of wine has been determined, and then you can continue to choose the question sentence to determine the specific brand. This kind of salesmanship has a better chance of success. It can improve a lot. Secondly, guide customers’ single request to diversified choices. Many customers order dishes according to their own habits and familiarity. In fact, they don’t understand the restaurant’s specialties and new dishes. If the waiter simply says no, the guest will be disappointed and lose the desire to consume. At this time, the waiter should seize the opportunity to introduce related dishes or special dishes to guide the diversified needs, so that there will be comparison Good effect. For example, a customer ordered eight-treasure porridge. Although it was no longer available in the restaurant, the waiter still said: "Okay! But today's eight-treasure porridge has been sold out. There are also watermelon porridge, polenta, black rice porridge and preserved eggs." The lean meat porridge is very flavorful, how about a different taste?" So the guest happily ordered the polenta porridge. Again, use jingles, limericks or allusions to introduce the dishes in depth and detail. For example, one of the signature dishes of "Ba Guo Yi" After taking a sip of water chicken, the customer didn't know what it tasted like. The waiter immediately said that this is the most famous Eastern Sichuan specialty dish, and introduced it with a jingle compiled by the author: water chicken, ah water chicken, my sister is good at cooking. Spicy Sweet, sour, fresh and fragrant, Sichuan cuisine is like a show. "When the customer is happy, they may order this dish immediately. The author once used the form of jingle to write ordering guides for many restaurants. The waiters can use it flexibly after they have memorized it. For promoting dishes, it not only increases the waiter's self-confidence, but also adds interest and credibility to the promotion. Hope it’s useful to you