Re:Fact, 10% of Chinese hotel managers are qualified! 8 Months, 2 Weeks ago
I do respect waiters if they understand my expectations and especially if they exceed them but buffet or plate service is not exactly rocket science which should leave them free to give me the good service I am paying for. On your other point, training is everything and as most companies have SOP's this again is set in concrete as to what is required. All down to management.
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Re:Fact, 10% of Chinese hotel managers are qualified! 8 Months, 2 Weeks ago
But as we know Rick, China isn't the Customer Service or Relation Orientation capital of teh world. Not just the waiter staff but the managers behind them. The motivation and professionalism should come from the top and this is where the buck stops. NO matter of cost. Yes in teh west we tip for quality service but this at our discreation and hopefully if its good we are kind and if its bad we are not...
I see that because of the 'dont care as I get paid the same' attitude relates to waiters but also to the teachers here too. No professionalism is required as it isn't monitored or measured for quality or even treated as a part of customer respect. og course 5 star hotels have a different system, but then we hope thats why they are 5 star...
Education is the key to good service. Understanding clients needs will result in client satisfaction and thus 'tips' or at least people who are happy with the job you do, and thus return etc. etc etc. etc. I have had my share of good and bad in Dalian but it doesnt always depend on the cost of the meal or the place where it was eaten. Normally it just depends on the person and their attitdue to their job...
The Silver Service Ma'am.
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Re:Fact, 10% of Chinese hotel managers are qualified! 8 Months, 2 Weeks ago
Funkymother wrote:
QUOTE: Education is the key to good service.
I have had my share of good and bad in Dalian but it doesnt always depend on the cost of the meal or the place where it was eaten. Normally it just depends on the person and their attitdue to their job...
That's 200% true.I know how important it is to study the theory of service and digest it.But what would you do if your manager often paid no attention to it when you provided quality service?
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Re:Fact, 10% of Chinese hotel managers are qualified! 8 Months, 2 Weeks ago
But as I stated Angela this all depends on the person. Hey we can all work well, even if no one is watching or cares as this comes back to self discipline or professionalism... I understand thsi and this is where the Managers need to be trained in the first place but this is what this complete thread was about.....
where do you start the training process? Well personally I think McDonalds has one of the best training programs and it seems to work...
Where would you start on this?
The Metabolically Transformed Mother
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