In our daily study and work life, everyone must have been exposed to papers. Writing papers can improve our ability to comprehensively apply what we have learned. There are many precautions in writing a paper. Are you sure you can write it? The following is a research paper on the service quality of hotel lobby and its countermeasures. Welcome to share.

Abstract: For the hotel industry, the first impression of customers entering the hotel is the hotel lobby, and its service quality directly affects the overall image and ultimate benefit of the hotel. With the rapid development of China's economy, China's hotel industry is developing rapidly, and the scale of hotel enterprises is expanding, which makes the service quality problem of hotel lobby more and more prominent and affects the overall development of hotels and industries in China. The problem of hotel lobby service is a big problem to be solved urgently in the hotel industry at present. Therefore, this paper discusses the related theories and service status of hotel lobby service in China, analyzes some problems and shortcomings in the process of hotel lobby service, and draws some countermeasures to improve the service quality of hotel lobby, hoping to improve the service quality of hotel lobby in China and promote the further development and perfection of hotel lobby work in China.

Keywords: hotel lobby; Quality of service; Countermeasures

The hotel lobby plays an important role in the overall service of the hotel. It is not only the general channel of communication inside and outside the hotel, but also the hub and an important part of hotel reception service. All departments in the hotel, such as catering department, recreation center, supply department and other customers, must rely on the specific services provided by the hotel lobby to coordinate, in order to do a good job in the overall service of the hotel. Therefore, the hotel front office service personnel should be proficient in business, agile and accurate, ensure the provision of high-quality services, coordinate and improve the overall service of the hotel, which has an important position and role.

First, the hotel lobby service problems

(1) The communication between the front office of the hotel and other departments is not smooth and the service is not timely, which affects the service quality of the front office of the hotel. The daily work of the hotel lobby can not be separated from the cooperation and expenditure of other relevant departments of the hotel. However, in the daily work process, there is no timely communication and cooperation with other departments, such as telephone communication, conference exchange and group activities organized by hotel companies, which makes it difficult for the front office staff to solve some problems in their daily work, and ultimately affects the quality and efficiency of the front office staff in the process of serving customers. In addition, in order to solve some problems of poor communication between hotel departments and standardize the right relationship between hotel front office and other departments. According to the actual situation of hotel daily operation in China, the functions and responsibilities of front office and other departments are reasonably allocated. In order to better provide customers with better front office service quality, other departments must fully support and assist any auxiliary work required by front office staff when providing services to customers, and provide them with various conditions and assistance to help them complete high-quality customer service; At the same time, once the staff of other departments find that the front office staff have insufficient or hidden problems in the services we provide to customers, they need to deal with the problems in time and report the situation to the front office in time, so as to finally realize the quality service of the front office.

(B) low staff ability and service awareness.

On the one hand, hotel services cannot be quantified, so it is difficult to calculate and measure them quantitatively. Usually, customers will measure the quality of hotel service through the attitude and service process of hotel service personnel. The service level of the front desk staff is different and the working ability of the staff is poor. The low professional level of some front office service personnel, such as the official clothes, attitudes and ways of speaking of hotel front office staff, will affect customers' judgment on hotel service quality, and then affect customers' willingness to stay. However, due to the limitation of the working ability of the front office staff, the front office service is difficult to meet the requirements of the hotel. The problem is that it is impossible to provide customers with quality front office service according to the hotel regulations. On the other hand, some hotel front office employees are influenced by traditional hotel service concepts and do not have modern hotel service consciousness. Weak service consciousness eventually leads to a series of problems in front office service quality.

(C) the lack of attention to the historical files of guests

As the facade of the hotel, the hotel lobby needs to provide services for all customers who come to the hotel. Every day, they have the most customers and the most comprehensive customer information. As long as the customers staying in the hotel need to register in the lobby and have more accurate and complete customer information, so as to provide quality services according to different types of customers, the importance of customer history files can be imagined. At present, some hotels don't know enough about the importance of the historical files of the front desk guests, and only use them as the records of the guests staying in the hotel, so the service quality of the front desk declines.

Second, the service quality of hotel lobby.

(A) lack of effective management

The lack of effective management affects the service quality of the hotel lobby. The enthusiasm of staff for service quality is not high, and the management of front desk staff is not in place. It is difficult to effectively control and manage the front desk service quality. In addition, the management of hotel lobby is deeply influenced by traditional ideas to a certain extent, and lacks effective management, which makes the hotel have service quality problems in the daily work process and affects customer satisfaction to a certain extent. On the one hand, under normal circumstances, hotels do not have an effective and perfect front office service quality control mechanism, so it is difficult for companies to effectively supervise and manage front office personnel. Without the relevant reward and incentive rules and regulations as the basis, the actual effect of front office staff service management is not obvious, and then a lot of energy and manpower are spent, but the improvement of service quality is minimal. Compared with the energy and financial resources, it is not worth the loss, which is not conducive to the development of hotel enterprises. The reason is that there is no incentive mechanism and the effect of service quality control and management is not good. On the other hand, without the guidance of reward and incentive mechanism, the top management of the hotel has formulated a series of rules and regulations according to the actual situation of the company. It is difficult for grassroots employees to improve their work enthusiasm and fail to perform their duties, prompting some employees to accept some rules and regulations of the hotel, and employees can't stand being restricted everywhere. Moreover, some regulations are completely for the sake of employees, but employees don't agree, which leads to hotel employees not working according to the rules and regulations, resulting in service quality problems. At the same time, the workflow is also sloppy, which leads to various errors in the work and a series of quality problems in the front desk service. Mistakes in work often make employees feel dissatisfied and further affect their normal work.

(B) training work does not pay attention to

In the daily work of the front office staff, the hotel does not attach importance to the sales management and service-related training of the front office staff. As we all know, the front office management of the hotel includes the work and management of employees, and the management of front office service personnel is a very important part of the daily management of the hotel. All staff of the hotel need to participate and work together with * * * *, and the front office staff and other participating departments need to pay attention to and consciously do a good job in front office service, and improve service quality and work efficiency while doing their jobs in their respective posts. However, in the daily work process of hotel front office staff, due to poor management, weak service awareness and failure to realize the great role of employees in hotel front office service, employees only pay attention to the completion of work tasks and objectives, often ignoring service quality and customer satisfaction. Leading to a series of service quality problems in the hotel lobby.

(C) rules and regulations need to be improved

In the process of hotel lobby management in China, there are no concrete and feasible rules and regulations as the basis, and the imperfect system leads to great differences in the daily service quality of lobby personnel, and there is no agreed standard to measure it. For example, when a customer enters a hotel, the rules and regulations need to stipulate how the front office staff will receive, how to provide services to the customer, and how to deal with problems when they encounter them. The rules and regulations of the hotel lobby need not be explained in detail, but the service mode and daily wear of the staff need to be explained in detail. In addition, the assessment mechanism is not perfect, and employees' work enthusiasm is not high, which affects the service quality of the front desk to some extent.

Third, measures to improve the service quality of hotel front office.

(A) standardized management

Introduce advanced western hotel management technology, combine the actual situation of hotel management in China, formulate hotel management methods and mechanisms in line with China, and standardize hotel management in China. First of all, standardize the cooperation mechanism between various departments within the hotel. When the hotel front office needs the cooperation of other departments, other departments have the responsibility and obligation to assist the front office staff to complete the front office work, and take it as one of the measurement standards of salary payment to enhance the execution of departmental cooperation; Secondly, we should pay attention to the motivation of the front desk staff. Excellent front office staff should be rewarded and praised in front of all staff, and constantly improve the service quality of hotel front office by using the example effect.

(2) Regular training

According to the working situation of hotel lobby in China, in order to improve the service quality of the lobby, it is necessary to train the front office staff regularly: first, train and guide the front office staff on how to do the front office service well, the matters needing attention in the front office service and the methods to improve the front office service quality; The second is the attitude and concept training of front office staff. As I am a front office attendant, I need to have a correct working attitude, change the traditional service concept and take root in the front office service concept of modern hotels.

(3) Establish and improve relevant systems.

First of all, it is necessary to establish and improve the rules and regulations related to the daily work of front office staff, standardize them, provide customers with standardized front office services, and increase penalties for problems in order to improve the quality of front office services; Secondly, improve the performance appraisal mechanism, reward front-office employees with excellent performance and good conduct, and use this as an example to inspire other employees. Finally, the overall service quality of China hotel lobby will be improved.

(d) Make full use of guest historical files.

Pay attention to the full use of guest historical files. First of all, the lobby of the hotel needs accurate and complete information about the customers who have registered in the hotel, so as to ensure that the front office staff can provide services for customers according to the evidence. Customer information needs to cover basic information such as customer's name, gender, telephone number, previous record of staying in the hotel, departure time, room type and other living habits. When the customer stays in the hotel alone this time, it is necessary to update and improve the previous information, understand the customer's needs and provide personalized and high-quality front office services. Secondly, use customer files to establish and improve customer relationship management, such as visiting customers regularly to understand customer satisfaction, occupancy needs and collect opinions. , can provide better front desk service.

The front office staff of the hotel can improve the service quality, which can prompt customers to enhance their goodwill towards the hotel at the first time, win loyal customers for the hotel and improve hotel efficiency. The importance of the front office service quality is reflected in all aspects of the hotel. It is necessary to improve the service quality of hotel front office. The most important thing is to strengthen and improve hotel management, staff, hotel system and other aspects, so that the front office service links of the hotel are interlocking, and finally improve the front office service quality of the hotel and make the hotel invincible.

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