Culture of services at the tourist enterprise catering

Culture of services at the tourist enterprise: catering

• The tourism industry is extremely shattered and it consists of the various small and large enterprises both of the state, and the private sector. Its development demands coordination, investments, training and marketing. Tourism is economic activities which are reflected in the majority of social sectors. This fact should be realized both by the specified establishments and all population. Became obvious that tourism concerns not only the separate persons using annual holiday. Given services it can make positive impact on life of all society.

• The tourism sphere is many-sided. • Tourism is a set of relations and the phenomena following from moving and stay of persons, traveling outside of the usual environment within less than one year with a view of others, than realization of paid activity in a visited place.

The basic requirements shown to workers of hotel institutions, restaurant complexes of service, and tourist agencies The most typical and important for workers of the enterprises of tourism are following rules of dialogue: • To be able to listen to the interlocutor up to the end, without interrupting and without setting questions;

• resourcefulness, not to be silent; when the question demands the answer, to answer precisely, easy, affably, particularly and without excess words and expressions. If the worker is incompetent or isn't ready to the answer, to advise him/her to address to corresponding official and to apologize for ignorance. In some cases to wait a little with the answer till the question decision; • To look in the face to the interlocutor, instead of aside or by it, showing attentiveness and affability.

• Not to show the bad mood. Gloom and concern negatively influence on person; • Not to notice, not to underline errors of the interlocutor, especially defects of speech because of physical defects; • Not to set questions to the visitor for the sake of interest or curiosity;

• In a native language to speak without imitation the foreign; • Not to make jokes to another. Sharpnesses are pertinent in a circle of friends and not to answer roughness with mutual roughness. • Not to forget about advantage of any person. An undeserved praise, a compliment and flattery are insincerity signs.

It is necessary to remember some sides of office etiquette: • To instruct and orders to subordinates it is clear and concrete, quiet tone in office accommodation and never in the places of the general using, at presence of clients; • For errors and omissions in work not to chide the subordinate, humiliating its advantage. To be able to make remarks in the tactful form; • Not to show, not to underline the superiority only on the ground that a post held by you is higher;

Dialogue with the client • The relation is shown and perceived by people could be conscious and unconscious. Consciously and it is obviously to all participants of dialogue is put by those into words which people exchange. This is verbal dialogue. It allows people to exchange distinctly realized messages.

• But, besides, we receive some messages on other channels. These messages usually aren't realized, but they strongly enough influence our mood and our decisions. As we don't understand them, we can not control them: we send them out of our desire reasonably to supervise an event, it, so to say, a voice of heart to which you will not order.

The way of communication To avoid negative statements, direct and rough rejections. Effect Good impress about the company. To decide the problems instead of argue with clients. Switches interaction from the conflict to cooperation. To search together with the client for other way out (a decision variant). "I advise to you. " "I can offer you. " Focuses on new action, the client became your ally. To give the exact information. "Tomorrow till eleven o'clock. . " it is better than "approach once again in second half of day. " Encourages, helps not to lose time, shows respect for the partner, relieves from not productive contacts. To show advantages of the offered decision. To be diplomatic. "It might be some error. " It is better than "you are mistaken. " Raises chances of the consent. Spares vanity of the interlocutor. To avoid heavy sighs, a raising of eyes to a ceiling, unflattering remarks etc. Accurately to repeat in the end of dialogue that the client for the decision of the problem should make. "On the opposite side of a lobby you will enter into the lift and will rise on the seventh floor. In twenty meters at the left along the corridor cafe. " Installs the confidence in interlocutor. To finish dialogue by the friendly formula of farewell and a smile. Forms the steady relation to the given hotel.

Movements of feet To shift from one foot to the other Sign of boredom, impatience. The crossed feet Protection against frank dialogue. Sight (at dialogue) The sight, directed before itself. Sincerity, interest, openness. The sight, directed downwards. Shyness or obstinacy, the person doesn't feel comfortably at dialogue. The sight directed on other persons. Ignoring of the interlocutor, demonstration of its insignificance. Use of subjects Subject rearrangement on a table. The message: "Leave. You to me disturb. " To throw a subject (the handle, points. ) Irritation, anger. on a table sharp movement. The movements of the body To move forward, to move or bend to the The increased attention, desire to see or tell interlocutor. something important. To lean back on an armchair back. Attempt to have a rest from the interlocutor, weariness from conversation.

Communication by the phone

• Special case is the dialogue variant by phone. The quantity of inquiries and the questions solved by phone, continues to grow, and, probably, phone calls with demands and distant demands become in the future the basic form of work with clients. The rules of a phone conversation fulfilled on decades, are simple enough. It was required to phone hundred years to turn to the greatest and difficult network ever created by the person.

• Despite unusual complexity of system to use it it is the extremely simple. Often this simplicity creates barriers on a way of telephone dialogue, hiding necessity to study correctly to use phone. Ability to communicate by phone will help to lower stress on a workplace, will raise overall performance and will give priority in extremely competitive business environment.

Workplace is not a personal zone

Features of service in tourist agencies • Here more often, than on other enterprises of tourism clients and questions on the prices, on firm offers call. It is very important to be able to speak on the phone, answer questions of clients correctly. It is necessary to involve tourists who are on other party of a wire, and, maybe, which separate from agency of ten kilometers.

Features of service at the enterprises rendering hotel services

• The major requirement of the client is a requirement for understanding of an event and sensation of own control over events on the basis of the information on hotel world around. At the characteristic of process of its satisfaction it is possible to allocate two parties of interaction with the client. The first is an information and joint performance of any action: data card filling, denomination exchange, lifting in the lift. The second is besides display of the relation to the client.

The general rules of dialogue of the personnel of hotels with the client • the employee of hotel should be always ready to render to the client service then. When this service is necessary to the client, instead of when it to conveniently employee; • any worker of hotel has no right to argue with the visitor, even on trifles;

• the employee should show the positive relation to the client: to show respect, to conduct conversation by irreproachably politely, friendly tone, at all without raising voice, not to show the displeasure if, for example, client comes at the very end of the working day of the employee, to keep endurance with foolish, aggressive, confused, drunk clients, in every possible way to show to the client that the employee is anxious by its problem; • if the client informs something to the employee it should show the maximum desire to understand the client, nod a head, to insert words "clearly, "well" and if to it it is not so clear that the client wants to ask type questions « if I you has correctly understood, you want. . . » ;

• it is necessary to be able completely and accurately to inform client and to inform it even unpleasant news, for example, that client should pay in addition something; • problems of the client need to be solved quickly and urgently. If the employee can't solve itself a problem, it should direct the client (and it is better to accompany it) to the manager who is capable to solve a question. It is necessary to provide absolute reliability of performance of wishes of the client, in particular ways, as a reveille during desirable time; • the employee should show confidence and competence and correspond to expectations of the client.

Features of service at the catering enterprises

1. The visitor should be met and greeted within 30 seconds. 2. The greeting should be polite and friendly 3. The worker should learn a name of the visitor and to use it at the further dialogue 4. Whether the worker should learn the visitor prefers section for smoking or nonsmoking

5. The worker should invite the visitor to follow it to a table 6. The worker should plant the visitor for a table within 1 minute 7. The worker should plant the visitor for completely covered table 8. The worker should remove a chair for the visitor

9. The worker should put a napkin on knees to the visitor 10. If necessary superfluous devices should be cleaned 11. It should be if necessary offered to the menu 12. The worker should offer necessary explanations about using buffet.

• The basic question is a relation of the worker of service to people in general. To it should be pleasant to do something for people and to meet their good relation and gratitude. At the same time he should understand that its work consists in care of clients and rendering of services by it. Service is a performance of any work for the person, satisfaction of its requirement in something and huge benevolent attention.

• Servicing at the tourism enterprises, in general, similar. It is necessary to be polite, tidy dressed, to smile to clients, not to be rude, how much neithere were you tired or how much nor questions of visitors silly seemed. Saying goodbye to visitors, it is necessary to smile and name them by name; not to forget to wish them successful day or pleasant rest and always to invite to come to you again.

Thank you