In recent years, with the development of global economic integration, the high-end hotel industry in China has made great progress in frequent international exchanges, and the personalized service quality of high-end hotels is the dominant trend of hotel industry competition in the future. According to the special needs of each customer, the hotel re-examines the hotel service with the changed service concept, takes the customer's personalized needs as the starting point, deeply observes and grasps the customer's needs, gives full play to the personality characteristics of the hotel and service personnel, and improves the service level and profitability.
Keywords: high-class hotel; Personalized service; Promotion; Quality management; Countermeasures.
First, how to improve the personalized service quality management countermeasures of high-end hotels in China
(1) Improve information services and strengthen customer communication.
(1) Optimize organizational efficiency and improve service quality.
Strengthening the organizational efficiency of employees, employing high-quality talents in important positions and personalized service are a brand-new service concept, which allows employees to enhance the culture of enterprises in their own ways, improve service quality and make the internal management of enterprises more flexible.
(2) Provide personalized service through network.
Computer systems have been widely used in hotels. Perfecting the service information network and providing targeted personalized services are the basis for further improving the quality of personalized services.
(3) Mastering customer information.
The hotel increased its contact with customers, and the staff responded quickly. The more contact you have with customers, the more information you will get. Maintain good guest relations, and someone is responsible for all links at any time, and correct problems in time when found. It is necessary to systematically count customer information, find problems and solve problems according to the data, and provide timely satisfaction in all links.
(4) Promote employees' participation in management and cultivate their loyalty to the hotel.
Take various measures to improve employees' loyalty to the enterprise and actively participate in hotel management. The management fully taps the internal potential of employees, defines the division of responsibilities of employees, exercises the right of self-participation, and allows employees to participate more in hotel business and see the sense of accomplishment and passion brought by work, thus promoting the strategy of employees' participation in management.
1. Establish a correct hotel concept and correct the deviation of service personnel.
Personalized hotel service concept has important competitiveness for hotel development. Personalized service should be centered on "customer demand" and require service personnel to fundamentally eliminate the deviation from personalized service. Hotel management should consider several schemes of service quality, correct the cognitive deviation of personalized service, let the concept of personalized service penetrate into every employee's body and mind, and let every employee start from himself and have a strong sense of responsibility. Only satisfied customers can bring business income to the hotel, and personalized service can bring good reputation to the hotel.
2. Take reasonable and effective measures to improve the comprehensive ability of employees.
In order to improve the comprehensive quality of employees, the following measures can be taken: first, hotels should recruit people according to actual needs and positions, and select high-quality talents. Secondly, the hotel should follow the principle of "proceeding from reality", give every employee equal competition opportunities and adopt a reasonable employment mechanism. Finally, different employees perform their functions in different posts and regularly carry out systematic training (such as service training, English training and management ability training) so that employees can better master their work skills. Only by doing these three things can we improve the overall quality of employees, better meet customers' consumption needs and expectations for hotels, better improve the quality management of hotel personalized services and provide high-quality personalized services for hotels.
3. The quality of hotel management and staff has been continuously strengthened.
The central idea of the management is to improve the service quality of the hotel. For managers, it is more necessary to set an example for employees to establish service consciousness and concept. Only when hotel employees realize the importance of service in action can they correctly establish service consciousness. Therefore, managers must take effective measures to strengthen the service consciousness of hotel employees, and usually give employees more opportunities to strengthen their study and training, so that each employee's thoughts can penetrate into the service consciousness. Only in this way can we improve the overall service level of the hotel, ensure the satisfaction of customers and really improve the quality of managers and employees.
Second, the significance of improving the personalized service of high-end hotels in China
1, enhance the competitiveness of enterprises and cultivate competitive advantages.
China's internationalization process is gradually accelerating, and the development scale, investment and market of high-class hotel industry are increasing. The competition of hotels in regional industries is becoming increasingly fierce, and the participation of multinational hotels has led to the competition of tourists. Economic benefits are very necessary.
2. Establish hotel brand and cultivate loyal customers.
High quality personalized hotel service is more influential than the packaging image of advertising products. Only by adopting various forms of service quality can the hotel ensure that customers truly trust you, highlight the personalized and perfect combination of services, establish the brand image of the hotel and be competitive.
3. Improve the economic benefits of the hotel and stabilize the tributaries.
Only by improving economic benefits and stabilizing internal constraints can tourism enterprises fully tap customers' deep consumption potential, avoid peer competition and customer loss, tap more sales opportunities and improve their market competitiveness, which will contribute to the promotion of star-rated hotels in China.
4. Do a good job in personalized service of senior hotels and accumulate service experience.
Flexible use of personalized services, continuous innovation, continuous development, fully meet customer needs, change services according to customer needs, rather than blind standardization. With the development of hotel industry and the continuous expansion of work scope, personalized service will be in an invincible position in the wave of development. High-class hotels provide personalized value-added services to customers, which can leave a deep impression on customers, truly realize the value of services and fully meet the individual needs of different types of customers. Everything from the customer's point of view, taking into account the purpose of customers to the hotel, to achieve customer needs (sense of self-esteem, sense of belonging to security, sense of belonging to friendship, sense of belonging to atmosphere), to accumulate experience in practical work, and to improve the personalized service of the hotel.
Third, summary.
To sum up: In the new era, the innovation of hotel personalized service determines the development of enterprises. Promoted the development process of the enterprise. The development of personalized service in hotel industry is the focus of hotel industry management in the future.
Therefore, it is necessary to cultivate customer loyalty, establish the unique brand of the hotel, conform to the development trend of the hotel industry, win the competitive advantage for the enterprise and steadily improve the economic benefits of the enterprise. The hotel adopts the concept of humanized employment, promotes hotel management based on personalized service, continuously improves customer satisfaction, makes personalized service truly in-depth, systematic and institutionalized, realizes real personalized service quality management, and truly enhances the competition of hotel comprehensive ability.
Comprehensive design thesis of hotel service and management specialty
Hotel service and management major is a new major that our school is focusing on at present. The number of students is increasing every year, and the employment situation is good. In order to make students better connect with employment units and improve their level, hotel service and management specialty will try out integrated teaching.
First, establish the foundation of integrated teaching design thought
1. Practice teaching is an important teaching link in vocational education, and it is also an important link that must be experienced in the process of "zero distance" job training.
2. Hotel service and management is a practical course. The ultimate goal of the course is not only to let students acquire knowledge, but more importantly, to cultivate their practical hotel service operation skills, which requires students to carry out a lot of training and practice.
Second, the design concept of integrated teaching
In the past six months, the course leaders and teachers of Hotel Service and Management have done a lot of exploration, reform and practice in practical teaching, and finally determined the design idea of integrated teaching, that is, "taking students' employment as the guidance, serving the modern hotel industry" as the purpose, "cultivating applied high-skilled talents and junior management talents to meet the needs of the first-line development of hotel exhibition enterprises" as the basis, which is embodied as follows:
1, course design: reduce theoretical hours, increase practical teaching hours, and comprehensively strengthen practical teaching.
2. Form design: take the skills training of hotel service and management as the main line and take students as the center.
3. Content design: Practice links with theory, and theory guides practice. According to the job requirements, the course content is divided into three modules: catering, lobby and guest room. The content design of practical courses is closely related to the needs of work process and tasks, and high-quality skilled talents are formed through the repeated integration of theory-practice-theory.
4. System design: take service as the aim, take employment as the guidance, take occupation as the standard, and carefully design the course practice teaching form.
Third, teacher training.
At present, the teaching staff in my major is very insufficient, so we can improve the teaching staff by introducing talents. Teachers can do this by introducing fresh college graduates and outstanding employees of enterprises. After arriving at school, teachers are receiving training to meet the needs of integrated teaching.
Knowledge and ability that teachers should possess;
1, professional knowledge
Basic professional knowledge and skills of this subject; Pedagogy, psychology, pedagogy and other teaching methods and modern educational technology knowledge and operational skills; Extensive knowledge of humanities and science and technology, including literature, history, philosophy, aesthetics and popular science. 2. Professional ability
Fluent and accurate written and oral expression ability, organization and management ability, educational and scientific research ability, social ability and aesthetic ability.
The realization and deepening of the above objectives are gradually realized in three stages: before, during and after the post. The task of pre-service education focuses on learning basic subjects, professional subjects and educational knowledge, mastering certain teaching skills, carrying out preliminary practice, forming teachers' quality and laying the foundation for teachers' occupation; On-the-job training is to apply the knowledge learned before taking up the post to practice, so as to better adapt to the work and change from novice to proficient; After-service education should make a reflective summary of the success and shortcomings of work practice, constantly accept new educational information, sublimate the existing experience, and determine its own research direction on this basis to develop into an expert teacher.
Fourth, build a comprehensive workstation.
According to the needs of the hotel, we divide different work objectives. Understand the needs of different departments of the hotel through division of labor. Therefore, skills such as front desk service and operation, catering service, room operation, front desk operation, etiquette training and language expression should be highlighted in the curriculum, and the cultivation of students' ability should be emphasized, which is not limited to general operation skills, but includes this major. Set up different links according to the main course. According to "Front Office Operation Skills", "Catering Service Skills" and "Room Operation Skills", the course teaching is divided into "preparation before arrival, guidance when arrival, reception service after arrival, and farewell when leaving".
1. Establish a complete site according to the set module.
(1) The theory and practice of gfd, politeness and eloquence training in comprehensive textbooks can be carried out in one venue, but the links that require hands-on ability need to have a simulated or real working environment, so that the simulated links can achieve certain results. Therefore, only by using the existing infrastructure can students get an intuitive experience.
(2) Establish an on-campus training base, so that students can complete the training in reception, catering service and room service at school, and implement integrated teaching.
(3) Make use of the off-campus practice site and plan it as a "teaching point change" for my major, and carry out the practice step by step and in a planned way.
2. At present, we should support the integration of hotel service and teaching.
(1) The internship at school should be supported by corresponding internship places.
(2) The construction of off-campus practice places should be standardized and orderly, so as to realize the connection between students' practice teaching and their jobs.
(3) Teachers should always communicate with enterprises, implement the mode of probation, internship and inspection, constantly update themselves, and make their career development more forward-looking.
(4) Teachers should become "integrated" teachers who can not only teach theoretical courses, but also guide practice and skill training.