100 Tips for Reception Skills in the Food and Beverage Industry

Author: Mao Jian
Publisher:
Publication Date: 2003-01-01
Features: Guest service is a form of intellectual exchange between servers and guests. This book analyzes guest service from the perspective of intellectual exchange, providing numerous examples to explain why certain actions and words are used and their significance. In daily life, we can always engage in effective intellectual exchange with friends. By analyzing the reasons behind this, we can understand what true guest service is all about. Additionally, we can discover some service techniques that satisfy guests during work. Based on this content, the book offers many examples to help readers understand and summarize. The following types of people should read this book carefully:
① Those who treat guest service as their business. They should fully understand the meaning behind their actions and words.
② Those who avoid dissatisfaction. They should understand the essence of handling dissatisfaction and turn dissatisfied guests into regular customers.
③ Hotel managers. They should make their arguments acceptable to their subordinates.
Each section in this book is an independent article, and readers can choose to read them from the table of contents. In the last section, some basic processes of guest service are presented. Think about the reasons behind them, and if anything is unclear, refer to the relevant chapters. This will greatly help in understanding and managing guest service.