2 Comparative Study on the Differences of Personalized Service and Management between Chinese and Western Hotels Journal of Ningbo Institute of Technology 2005/0 1 Full-text Database of China Academic Journals
3 personalized design ideas of tourist hotel rooms Guangdong architectural decoration 2005/04 China academic journal full-text database
4 Analysis of the Application of Communication Art in Personalized Hotel Service Journal of Huzhou Normal University 2005/05 China Full-text Academic Journal Database.
5 Concept and Practice of Personalized Hotel Service Journal of ningbo polytechnic 2004/02 Full-text Database of China Academic Journals
6. On the personalized service management mode of middle and low-grade hotels after China's entry into WTO; Business Research 2003/ 18 Full-text Database of China Academic Journals.
7 Hotel personalized service analysis Journal of Hubei University of Commerce 2002/03 Full-text database of China academic journals
8 Hotel: Personalized Favored China Computer Newspaper 2006/0102 Full-text Database of Important Newspapers in China
9 Hotel Personalized Service East China Travel News 2004/ 12/23 Full-text Database of Important Newspapers in China
Take the first one for example:
The so-called personalized service is called in English.
Personal service, its basic meaning is to focus on customer needs, on the basis of meeting customer needs, actively provide differentiated services for customers according to their individual characteristics and special needs, so that customers who receive services can feel proud and satisfied, thus leaving a deep impression, winning their loyalty and becoming repeat customers.
Second, the characteristics of hotel personalized service
1. Flexibility of services. Pointers provide corresponding services flexibly and pertinently for different times, different occasions and different customers. If the guest enters the room and sees that the flowers are Clivia that the guest likes; All the rooms are decorated with their favorite colors and devices; The leather shoes under the bed have been polished black; Accompany female guests to go shopping and beauty; Print business cards for business guests, find travel agencies, etc.
2. The particularity of service. Pointers provide special services for customers' consumption preferences and living habits, that is, special love for you. "For example, there is an American who lives in the Oriental Hotel because of his religious beliefs.
Yang doesn't take the elevator on Friday. If he arrives at the store on Friday, the receptionist will put him on the second floor.
So he can get in and out of the stairs.
3. Diversity of services. Personalized service also means providing customers with more choices.
Customers can choose the service items that suit them. For example, Waikoloa Hotel in Hawaii knows this well: if you are a racing fan, you can always take a Ferrari and run around the hotel's private track; If you like swimming, you can choose to swim with dolphins; If you like fitness, you can join a health club and so on.
4. The omnipotence of service. In order to provide high-quality personalized service, hotels should predict customers in advance.
Various needs, and make a comprehensive response to customer needs. In other words, the customer's reservation
Anything you need, you should think it over and get ready before the customer asks you. Its content is all-encompassing,
Such as mending shoes and trousers, borrowing umbrellas in rainy days, taking care of babies, taking care of pets, being a tour guide, hosting banquets and helping guests manage.
Finance, providing non-smoking rooms, room delivery, business secretary, network services, travel information, etc.
5. Emotional service. In personalized service, we should pay attention to the psychological feelings of customers and do our best.
It is possible to meet the requirements of guests and make them feel satisfied and relaxed. For example, a British guest who visited Bangkok again 30 years later inadvertently described the pleasure of sleeping under a mosquito net.
Dongfang Hotel immediately sent someone to send a large mosquito net and put it in the guest's air-conditioned room to bring back the situation in those days. Sichuan Jinjiang Hotel cancels tea and towels immediately after the guests enter the room.
Service procedures, try to avoid disturbing guests. Four Seasons Hotel Hamburg has two double rooms.
A separate wardrobe and two large bathtubs that do not interfere with each other fully respect guests who place special emphasis on privacy.
6. The service is super satisfactory. Traditional hotels strive to provide 65,438+0,000% satisfaction, but the marketing theory of modern hotels holds that even if a customer is completely satisfied, he still has a great possibility to change the choice of hotel brand because of novelty. Therefore, in order to make customers become loyal supporters of a certain brand, they must get 100%+N% satisfaction, and the extra N% is an unexpected surprise, value-added enjoyment and unforgettable experience for customers, so that they can distinguish their own brands and stand out from many hotel brands. For example, the four seasons wine in Hamburg.
The waiter in the shop or room will bring a small suitcase with two sets of glasses suitable for drinking different drinks, one for men and the other for women.