Chinanews.com, Hangzhou, May 8 (strictly Tong Xiaoyu) "Put on a mask and let the guests see a smile." In the photo, Shen Yaying, the manager of the banquet hall of the West Lake State Hotel Hangzhou's catering department, has his eyebrows bent, even if he covers half of them. Face, can also imagine the smile under the mask.
"We don't need to show only the standard smile of" eight teeth ", but from the heart, let the guests feel your enthusiasm." She said.
Shen Yaying, manager of the banquet hall of the West Lake State Hotel Hangzhou. Photo courtesy of interviewees
During the epidemic, the West Lake State Guest House had posted a set of photos on the official website to fight the epidemic. Eye-catching, in addition to the various killing work done by the State Guest House, there are smiling pictures of staff wearing masks but still unable to stop. On May 8th, which coincided with World Smile Day, the reporter visited the West Lake State Hotel again to explore the "secret" of the smile behind the mask.
West Lake State Guest House is located on the west side of the West Lake, facing the West Lake on three sides, with Dingjia Mountain on the back. In 1954, the first "Constitution of the People's Republic of China" was drafted here; in 1972, the "Sino-US Joint Communique" was signed here; in 2016, the first US dollar meeting of the G20 Summit was held here.
Staff at West Lake State Guest House. Photo courtesy of West Lake State Guest House
Today, she is also known for her high service quality. The most impressive is their smile service.
Shen Yaying is the "protagonist" of a photo in the link. She smiled and said that this smile has been pondering for three years.
Unlike the general requirement that "smiles must reveal eight teeth", Shen Yaying said that the West Lake State Hotel has never had such regulations for employees, and they have never been trained to bite chopsticks. "Smiles are not just on the smiling face, but also on actions and body language."
Staff at West Lake State Guest House. Photo courtesy of West Lake State Guest House
Shen Yaying participated in an internship in the State Guesthouse in 2007. She remembers that at that time, everyone had to post a photo of the best smile on the smile wall; before turning into the service area, you would see a mirror with the words "Did you smile today"?
Talking about the standard of smiling, Shen Yaying shook her head and said that this is how to feel comfortable, decent, and how to come. The only requirement is to make guests feel that they are laughing when you stand, sit, and walk. "So we have to be happy and happy every day."
It is not easy to do this. Shen Yaying still remembers the service in the third year after he joined the company.
Staff at West Lake State Guest House. Photo courtesy of West Lake State Guest House
When the guest was seated and told him to pay the service fee, the guest expressed dissatisfaction and scolded at her. Shen Yaying was wronged at the time, but because of work needs, she still had to keep smiling.
"Actually, I was angry at the time. Although I was still smiling, the guests might still see it." Shen Yaying recalled that after the guests called the manager, they were transferred to another table after their emotions calmed down. Their praise.
That night, Shen Yaying couldn't sleep for a long time, and felt that it was the same service. Why did the attitudes of the guests at the two tables differ so much? Later I realized that when I smiled or worked with bad emotions, even if I laughed, the guests could feel it.
Staff at West Lake State Guest House. Photo courtesy of West Lake State Guest House
Today, Shen Yaying has been working in the State Guest House for 13 years, has become a banquet hall manager, and has been rated as "Zhejiang Province's upward-going youth".
She will also give this example when training department employees. When the employee is in a bad mood, she will let the other party adjust her mind and return to work.
At present, with the improvement of the epidemic situation, the work of West Lake State Guest House is also on the right track, but it is still impossible to take off the mask. (Finish)