key word
Investigation on personalized service of catering department of president hotel
The Connotation of Hotel Personalized Service
Personalized service is personal service, taking guests as the center.
Taking demand as the center, on the basis of satisfying the original needs of the guests, according to the individual characteristics and special needs of the guests, it is a tailor-made service for the guests. This differentiated service with personal characteristics can make guests feel proud and satisfied, thus leaving a deep impression and winning customers' return rate.
Importance of personalized service
1. It is the origin and destination of hotel business activities to meet the individual needs of customers and build their own unique service brand. The needs of customers are diverse, and customers' preferences and requirements are often different from hotel regulations. In this case, the service personnel are required to deviate from the standard operating procedures appropriately and provide special services flexibly according to the specific requirements of customers.
2. Look for new opportunities and seize new markets. Where there is demand, there is opportunity. Customer demand is the source of hotel wealth. The needs of customers are constantly changing. Hotel operators should constantly study customers' needs, improve and adjust hotel products and services according to customers' needs, create new profit opportunities and seize more market share in the fierce market.
3. Establishing a good corporate image, winning in the competition, and providing special services in time and accurately are often the opportunities to establish a good image of the hotel. Just the right personalized service can make customers truly feel the care of the hotel and realize that the hotel puts the interests of customers first, so that the friendly and thoughtful hotel image will make customers unforgettable.
4. Personalize catering services in the industry, establish a special relationship between services and customers, form customers' sense of loyalty to the hotel, and use good word of mouth to attract new guests for the hotel to gain a competitive advantage.
Three. Present situation and existing problems of catering department of president hotel
1. Unclear standardization of hotels will confuse personalized service and lead to mistakes.
2. The hotel lacks the collection and effective circulation of guest information needed for personalized service. If the room attendant accidentally discovers the personality characteristics of guests and people at work, can he let the relevant hotel departments know and record them in the file? 3. In service training and management, there is still a phenomenon of "five light and five heavy", which leads to personalized service.
There is still a phenomenon of "five light and five heavy", which makes it difficult to improve the level of personalized service. Namely: emphasizing knowledge, rote memorization, standardizing procedures, going through the motions according to seasons, and being famous on the commendation list; Light should learn, light practical operation, light personality characteristics, light long-term practice, light analysis, summary and promotion.
4. Hotel employees lack an understanding of the mechanism, content, form, characteristics of personalized service and its differences from standardized and standardized services. There are many rules and regulations in service guidance, but individual characteristics are rarely brought into play.
5. In service management, the requirements for waiters are often high, while the requirements for management and personnel are low. They think that service is purely a waiter's business and don't understand that management is a higher level service. Only by optimizing management can we have quality service. Not good at in-depth service practice, to find good practices, in order to sum up and promote, form experience and brand.
6. Many waiters are innovative in service practice.