1. Problems: staff's service awareness is not strong, service level is low, staff training is not in place, leadership management is not in place, housekeeping department is not cleaned well, and cleaning quality is not in place.
2. Countermeasures: We should improve management training, strengthen the propaganda of corporate philosophy, better serve our guests and enhance their satisfaction. Housekeeping department should ensure the sanitary and clean quality of guest rooms and do a good job of mosquito killing in time. Attach great importance to the questions and objections raised by guests, handle and report them in time, improve the brand image of the hotel, and enhance the satisfaction and loyalty of guests.