酒店培训内容

酒店的概述

酒店是为公众提供住宿、饮食、娱乐及其他服务的商业性的设施。 酒店是服务性质的行业之一，它以提供硬件为设施，软件为人性化服务，并为它所提供的服务收取费用，从中获得维持其存在与发展。 世界的酒店业的发展大致分为四个阶段：古客栈时期、大饭店时期、商业饭店时期、现代化饭店时期。

1、 古客栈：18世纪以前，大多建在驿站附近，设施简陋，安全性

差，质量差，主要提供给走往各地的信使、商人、官吏。

2、 大饭店：18世纪后期到20世纪初，大多建在港口附近，铁路

沿线，规模较大，设施豪华，服务具有一定的规范，质量有所提高，主要提供给商人，上流社会的度假者，费用较高。

3、 商业饭店：20世纪初到二战时，大多建在市中心，公路旁，设

施简洁，舒适，安全性较好，主要提供给家庭旅行者，商人。

4、 现代化饭店：二战以后至今，饭店业在世界各地迅速发展，城

市中心，旅游胜地，公路边，港口及机场附近，设施高档，服务多样化，收费合理，开始面向大众旅游市场，并且出现连锁集团。

以上所讲大多是指带有住宿、饮食、及娱乐等一体的酒店形势，而我们酒店则是纯粹以餐饮形式为主的酒店。

服务

酒店所提供给顾客的有地理环境，装修环境，物品的设施；精美的菜品；优质的人性化服务，都是服务的一项。

（一）、优质的人性化服务：

我们把服务大致可分为有形服务和无形服务

1、有形服务既是顾客能够直观地感受到的，

例如：你的微笑、你的问好、你为顾客点菜、你建议感冒的顾客点一杯热的姜丝可乐驱寒

2、无形服务既是隐藏在有形服务背后的，是通过有形服务是顾客感受到的

例如：我们现在的培训，都是为了以后能够在顾客面前发挥出更好的服务技能；还有在顾客到来之前我们把场地整理整齐，打扫干净。

3、把有形服务和无形服务融合在一起，即为顾客提供有效率的和周到的服务。

效率

例如：拿破仑在征战中被称为“常胜将军”有人问他为什么？他回答的是：“因为我总是比敌人早5 分钟到阵地。”

我们工作中也要借鉴这种思路，要比别人多下功夫，懂得掌握先机，这样你的胜算就大。

周到

凡是从顾客的角度去想问题，同时不违背公司的利益和规定，更不能够违反法律。做到凡事不等顾客开口，我们就能主动并准确的向顾客

提供顾客所想要的。时时做到眼勤、口勤、腿勤。

标准

每一个企业都有一个统一的规范

我们所要达到的标准应该是良好的心态+自我约束+亲切微笑+做事效率+业务技能+周到细心=顾客的满意

用更简捷准确的方式给标准下一个定义：1+1=2

这个方程式是我以前的一个老师讲的，经过实践这个方程式还是很实用的。虽然有很多的计算公式都可以计算出等于2的结果，但是我们要的就是一个方式的标准，因为我们是一个整体，在顾客的眼里，我们每一个人的行为都代表着酒店的行为。

过程

在标准里我们讲到了良好的心态+自我约束+亲切微笑+做事效率+业务技能+周到细心=顾客的满意

以上的每一“+”项组合成了一个过程,其中的任何一项都是必不可少的，要求我们必须严格执行。

再用一个简洁准确的方式来定义：100-1=0

例如：从客人进店门开始，经过保安——门童——大堂副理——迎宾员——点菜员——服务员这个过程都很到位，使顾客很满意，就是在最后可能是因为没打开的酒水我们没有帮顾客退掉，而打在了结帐单上，顾客发现时就会不满意，严重的会投诉，要求打折等，这样顾客就会感觉这次的用餐不圆满，就算是以后再去任何的地方用餐，都有

可能说起在我们酒店发生过怎样的事情，对我们酒店来说影响肯定是负面的，在客人的脑海里也会对我们酒店有不良的印象。

赵炳信 20xx.10.5

第二篇：酒店培训总结

Of hotel service knowledge groom organization and the ability that run the job to sum up employee are concerning directly with executive force the benefit of guesthouse and core competition ability, accordingly, groom a the job is manpower resource ministry all the time main task. The beginning of the year, expand a demand according to guesthouse strategy, division system decided this year groom theme, namely: Raise the service consciousness of employee of the level of management of administrator, aggrandizement, construction gets used to market economy to develop the hotel group of need. Pay equal attention to endowment introduced reach the designated position manage what the company assists guesthouse to groom the job. 20xx year, organize staff size to groom 53 times in all, participate in groom the number amounts to 20xx much people, obtained groom very well the effect. Groom specificly the form has: 1, groom the course of knowledge of arrangement hotel service of course of hotel service knowledge covers management, sale to reach groom the respect such as skill. Guesthouse administrator passes a year of time learn group by group, abounded administrative knowledge, mastered fundamental administrative skill, the spot discovers problem and the ability that solve a problem had very big rise. 2, the seminar of hotel service knowledge that seminar of hotel service knowledge holds in the light of specific issue very get student reception, spot atmosphere is dynamic, the problem that student will encounter in the job communicates on classroom, the way that collective delibrate settles, make student from solve a problem to learn to solve a kind of problem! The seminar still rises to cheer the action of morale on certain level, in working at ordinary times, feel the difficult, problem that has pressure is solved, student mirrors brains generally clearer, working direction is clearer, working strength is verier! 3, hotel service knowledge is special coach knowledge of service of guesthouse interior hotel grooms instructor vocational level is high, but schoolteaching ability slants relatively weak. Through grooming with special the means that coachs to be united in wedlock, groom the schoolteaching way that instructor learned major from which and schoolteaching skill, individual ability got very big promotion, all grooming groom into travel guesthouse interior after instructor is right the job has hope more! 4, knowledge of service of new employee hotel grooms let new public house serve intellectual employee to get used to the job quickly, it is very important to complete the transition from person of industry of take office of blame profession person, can save a lot of time and resource cost for guesthouse. Basis of manpower resource ministry the hotel is actual circumstance protocol new employee grooms into duty plan, specific content includes common sense of department of knowledge of system of hotel general situation, regulations, fire control, engineering and service formal 5 much, through grooming with study, make new employee begins transition from consciousness, understand the attitude that contemporary work place wants, ability, got used to new working environment and the intellectual skill that master working place to need as soon as possible to lay good foundation quickly for new employee. 4, the organization of activity of knowledge of service of major public house is arranged 1, the selection activity of the astral ” that “ smiles carries out “ smile to serve ” for development this theme, manpower resource ministry organized the selection activity of the astral ” that whole house “ smiles in June 20xx especially, the activity establishs the astral ” ballot box that “ smiles in every information desk, poll by the guest, call out the names voted of manpower resource ministry, guesthouse evaluates round examine and verify, judge the astral ” that singled out 6 “ smile finally, their very big echo arose in be elected to be versed in in wide high-ranking

official, to improve the service of guesthouse quality rose to urge action actively. 2, “ learns to serve knowledge of ” of new wind of post of formal, tree to grab answer contest activity leads an appeal to answer, the idea that has excellent service is established in guesthouse, manpower resource ministry arranges nearly 2 months meticulously, learn a service at “ will be being begun in whole house on November 28 formal, knowledge of ” of tree post new wind is grabbed answer contest. This activity organization is very successful, it increased staff greatly people courteous consciousness, service consciousness, favorable effect produced inside the hotel. 3, the branch still is made up wrote “ service of Chengdu garden hotel is normative “ booklet, guesthouse collectivity sends every employee below, pass study, increased staff people working enthusiasm, enhanced employee people consciousness of active, excellent service. 5, work of manpower resource department planned 20xx manpower resource ministry worked 20xx the target is, between the union of seek person and thing and person and person cooperate cheek by jowl, implementation on business its person, person is comfortable its thing, person uses up choose person, thing its contest of ability, thing the target of its result. Improve the integral quality of employee ceaselessly, effectively organization brings the working enthusiasm of employee, creativity into play employee, adequately, the New Year that realizes a hotel finally spends the overall objective in.