Hotel service is an intangible and priceless commodity of the hotel, which can be sold to guests anytime and anywhere. Service can also be said to be the wisdom and necessary labor to meet the needs of other hotel service people. The following is the content of hotel services compiled by me, I hope you like it!
Summary of hotel services
Hotels * * are also called hotels, inns, hostels, business trips, inns, hotels in Taiwan Province, and hotels in Hong Kong, Macao, Malaysia and Singapore * * * Its basic definition is a commercial organization that provides safe and comfortable space for users to have a short rest or sleep. Generally speaking, it is a place for guests to stay and eat. Specifically, a hotel is an organization that provides services to its guests through the sale of rooms, restaurants and comprehensive service facilities, with its buildings as a voucher, so as to obtain economic benefits. The hotel mainly provides accommodation services, living services and facilities, bedtime services, catering, games, entertainment, shopping, business centers, banquets and conferences for tourists.
Basic requirements for hotel services
1. Good standardized services are the premise and foundation. Personalized service must be based on standardized service. If we stay only in standardized service and don't develop, it will be difficult for hotel management and quality level to reach a new level.
2. In addition to high professional skills and professional ethics, waiters should also have strong psychological endurance, analytical judgment and emergency handling ability, especially "empathy" from the standpoint of the guests, so as to understand, understand and be considerate of the guests.
3. Gradually establish specifications that meet the requirements of each * * *.
Contradictory handling of hotel services
Generally speaking, after a service failure occurs, customers often take the following three corresponding measures:
First, they will directly complain or complain, which is generally handled by the corresponding customer service department of the hotel. This situation is more favorable to the hotel. Because it is a virtuous circle, at least let us know that we have not done enough in some places, and we can take corresponding measures to improve it and make it further perfect. If customers don't tell us, continue to keep silent, or because they are dissatisfied, they think we are hopeless and go straight to our competitors without saying a word, which will be even more terrible. We don't even know where we are wrong, because customers have run away and taken all our mistakes away, and we will always be kept in the dark. There is no chance to mend our ways, even until we are pushed out of the market, I don't know why.
Second, customers complain to their families, neighbors, relatives, friends and even all the people they are familiar with, and spread bad information about our hotel to them. This kind of negative publicity is very harmful and will often enlarge the problem. Passing this negative influence on others, the only result is that we lose more potential customers, even prospective customers.
The third is to complain directly to the management departments such as the Consumers Association. If it causes media reports indirectly, the situation will be difficult to control.
therefore, in order to safeguard the interests of enterprises and cultivate the loyalty of customers, we must handle the complaints and even complaints of customers at these critical moments.
we must understand that the purpose of doing this is to establish long-term partnership with customers, not short-term cost savings. In response to customer complaints or complaints, our remedial measures should focus on customer loyalty, not just thinking that we are dealing with a customer complaint. We should regard our service failure as an opportunity to strengthen customer relations. Experts show that those dissatisfied customers will eventually have higher satisfaction than those who were satisfied the first time after experiencing a high level of excellent service recovery, and may patronize again. Moreover, there is a linear causal relationship between customer satisfaction and enterprise profits. Practice has proved that there are 91% profit sources of manufacturers, 1/11 of which are brought by ordinary customers, 3/11 by satisfied customers and 6/11 by loyal customers.
there are some necessary principles to follow when dealing with customers' complaints and complaints.
first, don't argue with customers. Our purpose is to listen to the facts and then seek a solution. Argument will only hinder us from listening to customers' views, which is not conducive to alleviating customers' bad emotions. Authorities pointed out: "98%-99% of customers are convinced that their criticism is correct." Therefore, there is no doubt about who is right or wrong, and the result will only intensify contradictions and make customers who are already dissatisfied more dissatisfied, and our duty is to pull back those customers who have already been dissatisfied. Expert statistical analysis shows that the benefits of seeking customer satisfaction and even making necessary compensation for customers will be several times the compensation cost.
second, respect customers' feelings. The customer made a complaint, indicating that we must have done something wrong or bad. Therefore, we must emphasize the understanding of customers, and we should make them feel that they are shopping in their own stores, they enjoy full freedom, they are the owners, and we are just people who serve them. Especially when they are under pressure from economic psychology, time and so on in shopping, we try our best to identify with customers' feelings. This tacit way helps to alleviate customers' irritability and dissatisfaction. Lay a good emotional foundation for us to handle the problem satisfactorily in the next step.
thirdly, the earlier the treatment, the better the effect. After the service error occurs, it should be dealt with at the first time. The longer the time, the greater the damage to customers and the serious test of customer loyalty. Therefore, we must formulate corresponding systems to strengthen our management. In this regard, the "four-system" principle of a foreign catering enterprise sets an example for us, that is, "to advocate general questions, we must answer them within three days;" Complex questions must be answered within one week; Unresolved written reply system; 21 yuan's one-day system for delaying the date. " Facts have proved that the benefits of doing so are great. The president of the Ritz Hotel, which won the quality management award of American service enterprises, created the so-called "1-11-111" service rule, which means that after the service error appears, it only costs the enterprise one dollar to solve it on the spot, but the handling fee will be 11 dollars the next day, and then it will rise to 111 dollars.
cultivate a well-trained workforce. Enterprise operation begins with "people" and ends with "people". People's problems account for more than 81% of enterprise problems. We should establish the concept of employee first. Front-line employees are the embodiment of service, and employees have the highest contact with customers. Employees' behavior will directly affect the service quality felt by customers, and then affect the reputation of the whole company. We should treat our employees well to treat our customers. Companies with excellent service have a warning: those who don't directly provide services to customers had better provide services to those who do it, so as to unite all employees and promote customer service. Therefore, the education and training of employees is in the core position. The content of education lies not in mechanical theoretical preaching, but in the psychological construction of employees, and training should be more important than practice, and both are indispensable. Only in this way can we gradually cultivate the loyalty of our customers and make them agree with our service concept: customer first, customer first. Then, in the future competition, we will be prepared and invincible.
development of hotel services
share and related information
China leads the rapid development of tourism and hotel industry in Asia, and the growth momentum of business and leisure income is strong. Compared with first-tier cities, the price of hotel rooms in second-and third-tier cities in China has increased significantly. With the opening of new hotels in second-and third-tier cities, * * * has invested in the construction of new transportation facilities, which will further promote the steady growth of hotel room prices in China. Chinese and foreign hotel brands continue to expand their business territory, and the balance between supply and demand of hotels in the future will be a topic of great concern. The proportion of all kinds of chain hotels in the world is: luxury 5%, high-grade 31%, medium-grade 37%, economical 21% and applicable 8%. However, economic and applicable hotels only account for 28%, which has great development potential. By the end of 2112, there were nearly 3.3 million accommodation and catering enterprises in China, with annual operating income exceeding 2 trillion, accounting for about 5% of GDP in that year. In 2111, the national catering revenue was 2,154.3 billion yuan, a year-on-year increase of 16.9%, with more than 22 million employees. In the accommodation industry, there are more than 281,111 accommodation enterprises in China, of which 6,111 are above designated size, up 8.4% year-on-year; Operating income was 218.4 billion yuan, a year-on-year increase of 23.3%; Operating profit was RMB 161.3 billion, up 22% year-on-year. The growth rate of the industry has slowed down, indicating that the era of high profits in the past few years has passed and entered the era of low profits.
development trend
with the increasing competition in the hotel industry, mergers and acquisitions and capital operation among large hotel enterprises are becoming more and more frequent, and domestic excellent hotel enterprises pay more and more attention to the research of the industry market, especially the in-depth study of the development environment of enterprises and the changes of customer demand trends. Because of this, a large number of excellent domestic hotel brands have risen rapidly and gradually become the leaders in the hotel industry.
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