خصوصیات کارکنان صنعت هتلداری
خصوصیات کارکنان صنعت هتلداری - (همراه با کلاس مدیریت فرانت آفیس)
این ویژگی ها رو به قول استاد باید با آب طلا نوشت
Qualifications for the Job
Management looks for employees who are:
_ Reliable
_ Cooperative
_ Personable
_ Healthy
_ Clean and neat
_ Knowledgeable
_ Persuasive
_ Attentive
_ Diplomatic
_ Good managers
People who have these qualificationsmake good servers.To qualify for awaitstaff position, you must be:
1. Reliable. Management must feel confident that you are capable of fulfilling your job responsibilities. Youmust report to work on time, serve the guests properly, and complete all tasks assigned to you.
2. Cooperative. You must have a good attitude. You must be willing to work hard with your coworkers to complete the work assigned. If you are a good team player, and strive to make your team successful, you will be successful at your job. Being cooperative also means adapting to the policies of management. You should work hard and learn and stay focused on your job even under pressure and time restraints.
3. Personable. A server is chosen for his or her pleasant personality, comfort around people, ability tomake small talk, and social skills. Take the initiative to be friendly, patient, and courteous to guests, coworkers, and management, and never be rude. A server should have a good sense of humor. However, never be familiar with guests or use terms such as “folks,” “honey,” or “you guys” when addressing guests.
4. Healthy. Because a serving job requires the server to be in close contact with guests, coworkers, and food, you must maintain good health. Staying healthy helps you to avoid spreading disease and to maintain a good appearance. A healthy server looks good, performs well on the job, and is able to lift and carry heavy trays.
5. Clean and neat. A server may be one of the only restaurant employees that the guest sees and must present a tidy appearance that reflects the image of a clean and neat restaurant. Particular attention should be given to hair, nails, uniform, and shoes. A server should be clean and neat in both appearance and with respect to handling food and serviceware in the restaurant.
6. Knowledgeable. A good server must know the appropriate methods for serving tables and how to apply them in a seamless and efficient manner. Youmust have an extensive knowledge of the menu so that you can answer guests’ questions intelligently, suggest foods, and help increase sales. To complete the guest’s order and total the guest check, you must know basic math and have simple computer skills. Make note of local history, events, and cuisine trends so you can make conversation with guests.
7. Persuasive. You must have the ability to sell yourself, the restaurant, and menu items as you serve your guests. To do this, you must be able to communicate well. Your persuasive talent ensures that the guest’s wants and needs are met, and suggestive selling—that is, suggesting additional food items—adds to the pleasure of the meal, as well as increases the size of the check, the restaurant profits, and your tip.
8. Attentive. Guests may need their server at any time during the meal, so a good server always concentrates on the job and never leaves a station unattended for long. Youmust be aware of the progress of the meal at each table and anticipate needs as they arise. When guests toy with an empty glass, gaze into space, or peek at their watches, they are sending signals that they need something. If a guest tastes the food, puts down his or her fork, and pushes the plate away, something is wrong and servers need to remedy the situation. Refill empty water glasses and coffee cups, but do not hover to an excessive degree. Take pride in the appearance of the dining room by keeping it orderly as you work.
9. Diplomatic. Servers should handle complaints in a diplomatic way to assure the guest is satisfied and will come back again. A good servermust be thick-skinned and not take criticism personally.
10. A good manager. You must know how to manage your time well. Prepare your area in advance, do the most important tasks first, multitask so you address your guests’ every need, and do so in a quiet, controlled manner that is not interruptive to the dining room.
منبع مطلب فوق:
Sondra J. Dahmer
Kurt W. Kahl
Published by JohnWiley & Sons, Inc., Hoboken, New Jersey.
pages:210
اهداف وبلاگ دانشجویان مدیریت جهانگردی و هتلداری