Hotel professional knowledge story (600 words of hotel inspirational story) 1. Hotel inspirational story 600 words.
Service skills of Bangkok hotels
An American tourist is on vacation in Bangkok, Thailand. As soon as the hotel opened in the morning, a beautiful Thai lady greeted him with a smile: "Good morning, Mr. Jack." The American tourist was very surprised. He didn't expect the floor attendant in this hotel to know his name. The waiter explained, "Mr. Jack, the lady on duty on each floor should remember the names of the guests in each room." The American guests were very happy to hear that.
Led by the waiter, the American guest came to the restaurant for dinner. When the waiter served the food, he was addressed as Mr. Jack. There is an inventory at this time, and the snacks look strange. The American asked the waiter standing by, "What's this green one in the middle?" The waiter took a look, stepped back and explained. When the American guest asked another question, she took one more look and took a step back before answering. It turns out that this step back is to prevent her saliva from splashing into the dish. American guests are very satisfied with this meticulous service.
When the American tourist checked out of the hotel, the hotel waiter folded the receipt and put it in an envelope. When he returned it to the guest, he said, "Thank you, Mr. Jack. I really hope to see you again for the sixth time. " The sixth time, it turned out that this American guest had been to Bangkok, Thailand for the fifth time.
Long time no see. One day, the American received a card and found that it was sent by a Bangkok hotel in Thailand. It said, "Dear Mr. Jack, the whole company misses you very much. If it is convenient, please come and see us next time you pass through Thailand. " It says, "Happy birthday to Mr. Jack!" " It turns out that this day is the birthday of this American.
Summary: Five-star hotels are so attentive to every detail of their guests, which is admirable. This meticulous quality service has undoubtedly won the hearts of American customers. Don't ignore every detail. Perhaps it is this nuance that affects the overall situation. We don't lack great strategists, only executors who strive for perfection. It is necessary to carry out scientific and meticulous observation and research in order to nip in the bud, and any act of carelessness and neglect of details will bring unimaginable consequences. Just as the negligence of details will ruin a grand plan, the accuracy and vividness of details can also make a great work, and even play a icing on the cake.
2. Ask for some stories/good articles about hotels.
A good friend, because his relative was seriously ill, needed a lot of money to apply for a job in a five-star hotel in Hefei! He has no money, but he is asked to pay a deposit there. After a long time, he finally got all the requirements of the hotel. He thought he could be his "duck", but the man who claimed to be manager Li of the hotel asked him to get another 500 red envelopes, otherwise he could not go to work! Later, he really didn't have 500 yuan, so he told that manager Li not to go. Can he return it to 470 yuan? The man said yes, but after 10 days, the man said no! Hehe, 470 yuan is my friend's life-saving money! But the hotel did say no, and as a result, such a kind person was cornered! Let's comment on what kind of society this is. Damn it, hotels can recruit "ducks" aboveboard. Even if this is normal, damn it, this hotel is terrible! I read my friend's suicide note and thought he was really helpless. He said he wanted to get back at the manager, but he really didn't have the strength. He said he hadn't eaten for four days! I really want to cry. My friend didn't tell me about him at this time! Otherwise, my friend wouldn't leave like this! I would like to announce here that this hotel is absolutely true. If you don't believe me, you can consult that "Manager Li"! The hotel is Hefei International Club Hotel, and the manager's telephone number is 0 13206688867! Please look at the friends who read this post to give some support and help. Thank my friends in the other world.
About 3.300 words about the understanding of the hotel essay, high online.
The word "hotel" comes from French, which means a villa where rural nobles entertain VIPs. It is called "Hotel" in Hong Kong, Macao and Southeast Asia, "Hotel" in Taiwan Province Province, and "Hotel", "Hotel" and "Hotel" in Chinese mainland.
We can find the definition of a hotel from its name and function. However, today, the definition of hotel is also varied and there are different opinions.
A hotel with international standards must first have comfortable and safe rooms that can attract guests to stay, various restaurants that can provide local cuisine, business conference halls, modern conference equipment and office communication systems needed for trade negotiations, and entertainment centers needed by tourists. Swimming pool, gym, merchandise department, gift department and comprehensive service department, such as bank, post office, fax room, bookstore, greenhouse, beauty salon, etc.
At the same time, all units should have well-qualified waiters to provide first-class services for guests. Today's international hotel industry is called "tourism"
By industry, we mean a large number of scientific, professional and efficient undertakings. To sum up, the so-called modern hotel should meet the following basic conditions: 1. It is a well-known real estate with complete facilities and approved by * * *.
It must provide accommodation and catering services for passengers. He needs facilities to provide entertainment for passengers and customers.
4. Also provide ideal accommodation, catering, entertainment and other services. 5. Profitable, requiring a reasonable profit.
4. Ask about the story that happened in the hotel lobby
Workplace story: I picked up this job in the hotel lobby.
That year, my hometown azi took me to Guangzhou to find a job.
One day, I was reading the job advertisement in the newspaper. Ah Zi, who had been running outside all morning, came in and said happily, "I found a job. In a five-star hotel, I applied for the position of lobby manager. Their requirements may be very strict. They need a college degree, beautiful appearance and work experience. I just meet the requirements, and the personnel manager is very satisfied with me. I think there should be no problem. "
After listening to A Zi's words, I am very happy and envious of her. But I can only envy that I am inferior to her in all aspects compared with her, so such a good job will naturally not fall on me.
After lunch, Ah Zi and I went to the hotel where she applied for a second interview. The other two girls who participated in the second interview also came one after another. The personnel manager came out and said that the general manager hasn't arrived yet, and asked Ah Zi and them to wait for a while. We listened and sat down on the sofa in the corner of the hall.
After waiting for more than an hour, the general manager hasn't come yet. A Zi and two other girls seem a little impatient. They stood up and walked back and forth in the hall. Because I came with Ah Zi, I didn't worry. I just sat around and watched the scenery inside and outside the hotel.
At this time, I saw a 60-year-old old man dressed up in the countryside, looking at our side from time to time in the hotel. After a while, he carefully pushed open the door and came to us. His footsteps seem to be faltering, wearing a Chinese tunic suit that few people wear now, and a pair of ordinary black cloth shoes at his feet. When A Zi and the other two girls saw the old man coming towards them, they both gave way, as if afraid of being infected with the humbleness and vulgarity of the rural people shown in the old man. The old man went straight to A Zi and asked, "Miss, where is the Paris Hall of this hotel? I want to find someone. "
Because the general manager hasn't come yet, Ah Zi has been waiting a little unhappy. She said impatiently, "I'm not from here. How should I know? " ? Ask someone else! "Hearing Ah Zi say so, the old man was disappointed. He turned to look at the other two girls, and both girls shook their heads.
I'm a little angry to see Ah Zi treat the old man like this. I took the old man's hand and said, "Uncle, wait a minute. I'll meet you at the front desk and take you there. " Soon, I got the address of Paris Hall from the receptionist, and then led the old man there.
When I came back from the Paris Concert Hall, Ah Zi and two other girls laughed at me and said that I was nosy and had nothing to do with such an old man. I was just about to argue with them when the personnel manager came over and said that the second interview was over and the general manager accepted the girl. He said, pointing at me. Ah Zi and two other girls froze, and I was also at a loss. The personnel manager explained that the old man who asked you the way just now is our general manager. He dressed up as a countryman to test your patience and enthusiasm. To work in a hotel, you have to be patient with customers and be very enthusiastic, but none of you can do it. And this miss Keiko, although she didn't take the preliminary test and written test, did meet the requirements of our hotel, so she was admitted by the general manager.
I didn't expect to "take" a job just because of a casual behavior. Through that application, I also learned that in life, you have extended a warm hand to others, and in the face of life, others will extend the same hand to you, and life will give you the same sincere return.
5. What tips does the hotel have?
As early as 1800, the International Dictionary wrote the meaning of hotel: a hotel is a building or place that prepares accommodation, food and services for the public; Generally speaking, it is a place for guests to stay and eat.
Specifically, a hotel is an organization that provides services to its guests through renting rooms, restaurants and comprehensive service facilities, and obtains economic benefits. 2. Hotel types Internationally, hotels are divided into luxury, luxury, high-end and mid-range. Limited services, motels, etc. , and LimitedService hotels are divided into midscale with outf &；; B, economy and budget The three types of domestic hotels are: according to customer needs; According to the nature of management; According to the group management, chain operation; 3. According to the facilities and specifications, the main rooms of the hotel are classified by grade; According to the orientation, there are special rooms, single rooms, double rooms, double rooms, standard rooms, triple rooms, triple rooms, quadruple rooms, apartments, villas, economy rooms, ordinary rooms, standard rooms, luxury business standard rooms, business standard rooms, administrative rooms and administrative floors. Street room Street room Street room Back street room City view room Garden view room Lake view Fangshan view room Ordinary room Non-smoking standard room Non-smoking room Disabled room with kitchen room with kitchen adjoining room 4. Hotel service list booking service: if necessary, book rooms, air tickets and train tickets. Booking accommodation services for tour groups: the hotel provides beds, bedding, wardrobes, bathtubs, drinking water, televisions, air conditioners ... Consulting services: in the lobby of the hotel, guests who have travel and accommodation problems can consult cleaning services: room cleaning, laundry cleaning, security services: magnetic card doors, closed-circuit monitors (elevators, corridors, lobbies, secret passages and other public places), security personnel, and fire prevention measures (smoke sensors, fire prevention measures).
Entertainment services: the hotel's entertainment services include fitness, ball games, swimming, karaoke, sauna ... Medical services: large star-rated hotels have medical rooms, which are only used to treat some recurring ailments, and the diagnosis is uncertain. If the clinical condition is serious, it needs to be sent to a nearby hospital. Transportation service: the hotel can help guests book cars and there is a bus to take them to the airport.
6. Service winning story
There is such a fable that several children wish they could become angels. After God knew it, he gave each of them a candlestick and told them to wipe it diligently every day to keep it clean and bright.
At first, every child cleaned the candlestick and waited for the arrival of God. However, to the children's disappointment, God never appeared again. After a long time, the children stopped caring about the candlestick, and the candlestick was covered with thick dust.
Only one child keeps wiping every day. One day, God suddenly visited here, found this unusual child, and finally made him an angel.
Maybe the child didn't mean it, but it was this "unintentional" that finally made God repay him. The consciousness we are going to talk about today is precisely such "unintentional".
Invisible and intangible, but expressed through smiles, words and actions. It is no exaggeration to say that what kind of "consciousness" we have, what kind of life we will have.
In the service industry, we can find the best evidence. In this industry dealing with people, only by having a proactive sense of service and showing it in the way customers like to behave can we win more customers.
Initiative is always the theme of a successful life. If "initiative" is a puppet performing in front of the stage, then "consciousness" is the line that commands it.
The child finally became an angel because of his active consciousness. He didn't take cleaning candlesticks as a task or a job, but as his own responsibility and formed a habit.
Under the control of such consciousness, he can finish the task alone even without supervision. The most important thing in the service industry is this awareness of active service.
If you are unconscious, when the customer asks you to do it, the initiative will become passive and eventually be eliminated in the fierce competition. The connotation of service consciousness comes from the heart of service personnel, actively serving others, and makes this consciousness form an instinct and habit.
Only this kind of active service consciousness can win the favor of more customers. There is a story that the president of an American company asked his employees to book a room in a hotel before going on a business trip.
The day before he checked into the hotel, he personally called to ask about his reservation.
7. A short story about service attitude
An old carpenter submitted his resignation to his boss, ready to leave his familiar construction industry and go home to enjoy family happiness with his wife and children.
He is one of the most famous carpenters in the country, and his craftsmanship is superb. The boss was reluctant to leave such a good employee and asked him if he could help build the last house. The old carpenter readily agreed.
However, it is obvious that his heart is no longer working. He uses waste and does rough work. After the house was completed, the boss handed him the key to the gate and said to him, "This is your house and my gift to you."
He was dumbfounded with shock and ashamed. If I had known that I was building a house for myself, how could I be so careless and perfunctory? Now he has to live in this humble house! The Story of Enthusiastic Power Frank Patel, a famous American life insurance salesman, had just transferred to a professional baseball field when he suffered the biggest blow in his life and was fired.
His movements were weak, so the team leader deliberately asked him to leave. The team leader said to him, "You are so slow, which is like being on the court for 20 years?" I tell you, no matter where you go and do anything, if you don't cheer up, you will never have a way out. "
After Frank left his old club, an old player named Tiny Mihen introduced him to Xinfan. On the first day of the new complex, Frank's life has undergone important changes.
Because no one knows his past situation in that place, he is determined to become the most enthusiastic player of the new fan. In order to achieve this goal, of course, action must be taken.
As soon as Frank came on stage, it was as if his whole body had been charged. He threw the high-speed ball so hard that the receiver's hands were numb.
I remember once, Frank stormed into third base. The third baseman was stunned. The ball missed and Frank stole the base successfully. At that time, the temperature was as high as 39℃, and Frank was running around in the gym. Maybe he fell down due to heatstroke, but with the enthusiastic support of others, he persisted.
The result of this enthusiasm is really surprising. Because of his enthusiastic attitude, Frank's monthly salary has increased sevenfold.
In the next two years, Frank worked as a third baseman, and his salary increased to 30 times. Why? Frank himself said, "It's because of a passion, nothing else."
Later, Frank hurt his arm and had to give up playing baseball. Then, he went to Fitley Life Insurance Company to be an insurer. After more than a year, there was no result and he was very depressed.
But then he became enthusiastic again, just like playing baseball in those days. Later, he became very popular in the life insurance industry.
He was asked not only to write a manuscript, but also to give a speech on his own experience. He said: "I have been engaged in sales promotion 15 years.
I have met many people, and their income has doubled because of their enthusiasm for work. I have met other people who are desperate because of lack of enthusiasm.
I firmly believe that only enthusiastic attitude is the most important factor for successful promotion. "Not a cottage cake, it's a villa cake! Pan Zhenni's cake retail business is a bread and cake store. Before I entered this industry, I never worked as a salesman for a day, and I knew nothing about my products. I'm just accumulating experience and groping.
I used to be a consumer. When I entered the service industry, I just thought of it as: If I am a consumer, what kind of service do I need? From this point of view, I have won the recognition of consumers and my business is on track. However, I still experienced a frustrating experience of serving others.
Once, a * * * came to order a 6-inch cupcake, expressing the hope that there would be a garden villa on it. I said it might be a little difficult to draw a villa on a 6-inch cake, hoping to draw it bigger for the owner's consumption, so we coordinated it into a 7-inch cake.
I also said, "I'm afraid there may be a gap between the garden villa in your heart and the villa we painted." I hope everyone can provide pictures. " "She said it's hard to find at the moment, let's go and play! The order was given to the master and painted several times. Feeling that the plane is still not three-dimensional, I drew a "Christmas hut" that has been selling well in our store. In addition to the hut, there are trees, deer and carriages to create a realistic Christmas scene.
The master thinks this should explain the past. In the evening, the woman came to pick up the goods. When she saw the Christmas hut, she didn't appreciate it. Instead, she said that we were perfunctory and quarreled several times. She said, "I asked you to draw a villa, because we just booked a house to celebrate today, and you sent it away in a cookie house." Do you like it or not, and we'll take it all? " At this time, I was negotiating with her and said, "I'm really sorry. Maybe you often spend money in large specialty stores, which has its own standards. Now that the master has revised it repeatedly, I feel uncertain, so I have to come up with the best model sold in our store. I didn't expect you to be very satisfied.
If you don't want to pick up the goods, we have no choice but to refund the money, just because we can't make the cake you want. "She said," I can't even say it! "Pick up the goods to leave.
Later, her husband called in and accused us of poor service attitude, but he refuted all my explanations and threatened that he had enough ability to make us unable to survive here. I haven't seen this guest since. At that time, I only felt that I could not meet the needs of customers with my best efforts, and my heart was full of frustration.
A year ago, I attended a service seminar and learned that customer satisfaction actually comes from customers' expectations of our services. When expectations fail or fail to meet, natural customers will be dissatisfied.
Although we think we are working hard, the expectation gap is still the goal we should work hard for. We must try our best to shorten the gap with customers' expectations and even surpass them.
With this idea, I made clear my blind spot and stopped feeling depressed and helpless about it. Although I have never seen this guest again, I believe that the same event and similar guests will continue to be staged every day, and I have enough ability to deal with it.
Walking out of the haze and seeing the sunshine, I am also a senior service staff in the Arctic red catering industry. At first, I was engaged in catering with a sense of inferiority. I always felt that anyone, even those who don't study, can do this job! However.
8. Hotel management knowledge
What's your position? What do you learn about hotel management?
* Three aspects of hotel management
* Be a qualified hotel manager.
* Five "Golden Keys" for Hotel Operators
* Nine Commandments for Hotel Managers
* Experience the 50 Iron Laws of Hotel Management
* Demand management methods of modern hotels
* Create a hotel service culture and accelerate the development of Hyun Bin.
* What is the most effective on-site management of the hotel?
* Hotel management experience.
* Hotel innovative operation, management, careful service and genuine feelings.
* Types of hotel consciousness
* Hotel management wisdom
* Ten Classic Theories of Hotel Management (02-03)
* The hotel provides personalized pots and pans (12-30)
* The first question responsibility system for hotel management (12-22)
* The "rigidity" and "flexibility" of hotel management (12-22)
* hotel management execution = three more+three faster+innovation (12- 16)
* hotel management basic theory and method 1 (12- 15)
* Hotel standard landscape (12- 15)
* 100 management principles (principles, laws and principles) (12- 15)
* Some opinions of the female boss of an international hotel (12- 15)
* Hotel quality management (12-0 1)
* Hotel quality management innovation (12-0 1)
* Hotel management considerations (1 1-25)
* hotel management foundation (1 1-23)
* Hotel basics (1 1-06)
* Basic knowledge and definition of hotel management (1 1-06)
* 36 common mistakes made by hotel managers (07- 18)
* Manage the hotel to meet three guests (07-08)
* Hotel Management-Relationship between Details and Success (07-08)
* Professional Standards for Hotel General Managers (07-08)
* How does the hotel general manager handle the relationship with the deputy general manager (07-08)
This is part of hotel management knowledge.
9. Who can tell me something about hotel management?
At present, 17 international hotel management groups have invested or managed high-star hotels in Shanghai. The hotel industry is constantly expanding, and the demand for talents is also increasing. Thousands of international hotel management talents are needed every year. There will be 800 hotels in Beijing in three years, and there is a strong demand for senior hotel management talents.
Hotel management major
It is one of the top ten hot industries in the world, and senior hotel management talents have been in short supply all over the world. In recent years, in the international talent market, hotel management talents have been in short supply. With the 2008 Beijing Olympic Games, the 20 10 Shanghai World Expo and more and more international large-scale events to be held in China, the demand for tourism and hotel management professionals in China is increasing, so you don't have to worry about employment. It is predicted that by 20 10, senior hotel management talents will become the hottest high-paying class in the workplace. Domestic hotel employees are mostly high-paid people. Hotel managers rank sixth among the top ten million-yearly salary occupations in China. Hotels and tourism will become the pillars of Shanghai's service industry. At present, 17 international hotel management groups have invested or managed high-star hotels in Shanghai. The hotel industry is constantly expanding, and the demand for talents is also increasing. Thousands of international hotel management talents are needed every year. There will be 800 hotels in Beijing in three years, and there is a strong demand for senior hotel management talents.
Training objectives and requirements
This major trains secondary vocational and technical application-oriented professionals who support the Party's basic line, adapt to the front line of production, construction, management and service, and develop morally, intellectually, physically and aesthetically. Students are required to master the basic theory of economic management, the basic knowledge of hotels, restaurants and tourism, and have the basic management and service capabilities of hotels. After graduation, students mainly go to hotels, guesthouses and guest houses to engage in basic management, catering and room service.
This major focuses on the cultivation of students' comprehensive quality, and mainly studies the basic knowledge of economic management and hotel theory. This major focuses on skills training. During the study period, students will receive skills training in hotels, restaurants and guest rooms.
main course
Introduction to hotel management, modern hotel management, hotel psychology, introduction to tourism, front office service and management, catering service and management, dishes and drinks, hotel English, modern hotel marketing, hotel financial management, conference service and management, entertainment service and management.
Edit paragraph 3. Skills and employment direction that should be mastered after graduation
1, with integrity, perseverance, professionalism, responsibility and team spirit;
2. Have good professional basic knowledge, self-study ability and enterprising and innovative consciousness;
3. Master the modern service concept and understand the development trend of modern service industry;
4. Familiar with the business knowledge of the front office, guest room, catering, recreation and other departments of the hotel;
5, familiar with the principles, policies and regulations of the development of China's hotel industry;
6, with the hotel's front office, guest room, catering, recreation, exhibition and other management and basic service capabilities;
7. Strong computer operation, written expression, interpersonal communication skills and certain professional foreign language expression skills.
After graduation, students can engage in the following jobs: various hotels, restaurants, hotel doormen, front desk receptionists, room service personnel; Staff of various tourism companies and tourism management departments; All kinds of hotels, restaurants, hotel floor management, lobby management, consultation, exhibition and other work; The commercial departments of hotels, restaurants and hotels engage in business negotiations and external liaison services; All kinds of hotels, restaurants and hotel business departments are engaged in market research, intelligence and information services.