First of all, guests staying in luxury hotels have high demand. My basic idea in hotel management is to take the needs of guests as the center. Among them, service attitude is very important, and we move the guests' hearts with a spiritual attitude. We will never say "no" to a guest's request. Nothing is impossible. Even though we have tried our best to meet their needs, we should provide our guests with more choices to meet their expectations. The reason is very sharp, because service is the foundation of the hotel industry. The most direct experience of guests to the hotel is to provide quality service through service, which can reflect the value of our five-star hotel.
Secondly, all employees must have a correct working attitude. We constantly encourage employees to love their work more and devote themselves to it. Through various employee training programs, improve the service level and work efficiency of employees and let everyone become an example. Enthusiasm and wisdom, hard work and sincere unity.
Service is the foundation of the hotel, and the most direct feeling of guests to the hotel is service, and providing high-quality service can reflect the value. The ultimate goal of high-quality service is to exceed our commitment to our guests. For example, you can remember and address guests by name, and remember their favorite room types, tastes and personal hobbies.
Efforts before exceeding guests' expectations are to meet the basic needs of guests. Take four aspects closely related to guests as examples:
First, check in quickly and accurately. After a long journey, guests who are ready to rest and recharge their batteries are unwilling to wait for a series of traditional lengthy procedures such as registration, getting keys, entering the room, and even more unwilling to waste time filling out a full-page registration form. Therefore, we must be anxious about what the guests are anxious about and think about what the guests think. Fill in the registration form of each guest in advance and prepare a clean and warm room in advance. After the guests arrive at the hotel, they will complete all the check-in procedures within two minutes and step into the elevator until they arrive at the highest luxury hotel room in Nanjing.
Second, a comfortable and sweet sleep. Quiet and warm room and warm and comfortable bed, what an ideal picture. If guests can't sleep well, they are likely to feel uneasy and anxious after waking up, which may lead to a series of subsequent dissatisfaction and complaints.
Third, take a comfortable and refreshing bath. The two keys, water pressure and water temperature, have always been two standards that we pay special attention to in order to meet the needs of our guests and improve their experience. We should make our guests feel at home and make them feel at home.
Fourth, a delicious breakfast. Sweet and friendly smile and warm and friendly welcome must be dedicated to every guest as always. Don't let any guests wait, offer fragrant teas in time and provide mellow and authentic coffee in time. After a sweet night's sleep, guests will be refreshed to welcome the new day and enjoy a hearty breakfast in the cafeteria.
Before our efforts exceed the expectations of our guests, these four aspects must be paid attention to and developed as always in Qiao Honggui and Crowne Plaza Hotel. Looking at the overall situation, Crowne Plaza Qiao Hong has strong strength and good foundation. Our mission is to constantly strive to surpass in all fields and provide guests with a more comfortable, clean and safe environment and friendly, humanized and predictable services. Cut mountains and split stones, and cut stones into tools. Excellent service and effective management need excellent leaders, who can be bold, but also meticulous and innovative.
We should be modest, brave, hard-working, far-sighted, give everything we have and do our best. We will certainly continue to exceed the expectations of our guests and our own goals.
I believe that through the efforts of each of our employees, we will adhere to our excellent concept of quality service. We will certainly be able to constantly improve ourselves, and we will continue to consolidate and surpass them. So as to become the best and most dynamic luxury business hotel in Nanjing.