Guest demand-oriented principle: the concept of hotel quality is to satisfy guests externally and make the management process smoother internally.
The guest's evaluation is the only criterion to measure the quality. High-quality service should not only meet the obvious needs of guests, but also meet the foreseeable hidden needs of guests. Hotels must exercise their ability in this respect.
Learn to discover and understand the needs of guests. It is necessary to establish and improve the guest information collection and analysis system, ensure accurate and reliable information, dynamically grasp the guest's needs, and constantly meet the guest's needs.
According to the needs of guests, fuzzy post interval setting. The division of grades and posts is too fine, which is not conducive to serving guests. The emergence of the golden key concept has broken the service boundary, and now many hotels are strengthening and promoting the golden key concept. Set up one-stop service in the hotel: guests can solve the problem by finding an employee in the hotel. For example, the hotel merged the cashier, reception, inquiry and so on of the original reception desk. New century hotel ningbo, Zhejiang Province changed the original foreman to service manager, which is not only a change of name, but also a "golden key" to give full play to and strengthen the foreman's role, that is, the image representative of the hotel, the right-hand man and friend of the guests, the bridge between hotel leaders and guests, and the solution of service problems.
First time principle: Do things well the first time.
Good contact with the guests at the first time and the first time can fully improve the satisfaction of the guests. The "push-to-talk" in hotels is a good example. Many guests have such a consumption experience: if they need different services when staying in a hotel, they should look for the service numbers of each business area from the thick service guide. The newly opened Du Ming New Century Hotel has set up a telephone "one-touch" service in the guest room, and guests can solve all problems by pressing a number.
Improving service quality is to increase the value gained by guests, but the service needs cost; Be sure to pay attention to the cost waste of people or links caused by poor service at one time. Remedial measures are often mentioned in hotel services. However, no one really cares about the cost of remedial measures. If we do a cost-benefit analysis, we will find this.
Effective service principle: the service that can really meet the needs of guests and create value is effective service.
The difference between effective service and ineffective service lies in the handling of feelings, sincerity, attitude and interpersonal skills.
European hotels pay more attention to the effectiveness of service. If we attach great importance to the use of guest history files. After staying in the hotel once, guests don't need to register for the second time. This is because only when the hotel remembers the guests will the guests think of the hotel. The management standard of Kaiyuan Hotel requires all hotels under the Group to carry out Chinese bed-making service, replacing blankets with quilts, laying them flat on the bed, or folding them up and putting them on the bed. First of all, it is more convenient to use than western-style bed making, and the practice of "rigid and standardized, not convenient enough" is worthy of great reform and improvement.
Principle of differentiation: 100% to meet the needs of guests and give full play to their own characteristics.
Guests are the center of the hotel's attention. The needs of guests also have the same side. Standardized service can meet the needs of most guests and make the service quality reach a higher level. Every employee must master every detail of the job description and receive systematic and continuous training.
The needs of the guests are different. On the basis of standardized services, providing personalized services, such as golden key services, is the quality service. Personalized service is the icing on the cake, which will leave unforgettable consumption experience for guests. Kaiyuan Hotel advocates the service concept of "everyone is the golden key" and places personalized service questionnaires in the rooms. Guests only need to stay once and fill in their personal needs, and they will get the same service next time.
Operating according to the standard process and serving according to the wishes of the guests will truly reflect their own characteristics.
Active service principle: it is the mission of the hotel to let the guests get real care and comfort.
For guests, the best service is the attentive service of employees. High-quality service is not a simple service skill and the artistic level of standard operation, but the accumulation of profound cultural heritage of enterprises and the spontaneous behavior of employees. With this desire for service, we will take different attitudes, say different things and provide personalized services from the perspective of respecting guests.
A room attendant is cleaning the room. Her main duty is to tidy it up. However, when she found that the guests had wet clothes hanging in the bathroom, she would take the initiative to take them out to dry, and at the same time, she did not forget to put a message in the room to tell the guests the situation and reassure them. Finally, she will iron shirts and mend buttons. Obviously, this is an active and refined service.
Improving the awareness of service quality should be the most important thing to enhance the hotel brand. Pay special attention to the details of the product. Only when the three golden standards of hotel service (everything the guests see must be neat and beautiful, everything provided to the guests must be safe and effective, and all hotel employees must be warm and polite when they meet the guests) are truly achieved, well done and well done can we create an excellent hotel image.