Cordys samuels, a world-famous hotel manager, once said: "The hotel itself is a commodity; There is nothing special about any hotel in essence. Except for a few unusual hotels, consumers only value the price, and they have no special preference for this hotel or that hotel. Therefore, to win in the competition in the hotel industry, we must be brave enough to improve our service level. " The non-price competition strategy of "providing personalized service" will surely become the new focus of competition in China hotel industry. Customer relationship management represents high-quality customer relationship and stable and sustainable business performance; How to develop and provide personalized service through customer relationship management, surprise guests, make them feel "at home" and make them "linger" is the basic guarantee for the success of the hotel. Through this course, you will learn: ★ Deeply understand what hotel personalized service is ★ Effectively design personalized service for various customer groups ★ Improve employees' awareness of quality service, do personalized service well ★ Learn new service management concepts, infiltrate personalized service ★ Do personalized service institutionalized design, improve customer files ★ Cultivate employees' good personalized service habits, Who should take this course to increase customer satisfaction: middle and senior managers and related managers Time: 1 days Trainer: Yi Zhong Course Outline: 1. Why do you want to do personalized service well? 2. How to deeply understand personalized service? 1. Hardware personalized service? 2. Theme restaurants and hotels with different characteristics? 2. Equipment and facilities configuration Personality thinking: What service facilities and configurations can your hotel reflect and make guests feel personalized? (2) Software Personalized Service 1. Group Personalized Service (1) Targeted Design Group Personalized Service A, Design B according to Age, Design C according to Occupation, Design B according to Banquet (2) Do a good job of personalized service in the service process A, provide advanced awareness service B, provide value-added service C, provide super-quality service (3) Do a good job of personalized service after the service process 2. Do a good job of personalized service 3. Conditions that employees should have: 1. Will they predict the needs and observe the guests attentively? (1) Employees who provide personalized service will predict the needs and expectations of customers. (2) Do personalized service well in observation. 2. Will they think from the customer's point of view? (1) Can our employees make suggestions for the hotel? (2) Can everyone think about how to do their work better? (3) Can you think and solve problems by yourself? (4) Can you think about how to understand the individual needs of customers? 3. Pay attention to the degree of helping guests (1) Can you find the different needs of guests? (2) Can you provide personalized service for different guests? (3) Can customers who come to the store feel special treatment? 4. Key points of personalized service management (1) Institutionalize personalized service; 2. Design personalized service mode; 3. Design personalized service concept; 2. Improve and perfect customer history files; 2. What types and contents customer files include; 3. Relevant points for improving customer history files; 3. Self-check for shaping employees' good personalized service habits: 1. We have achieved all the above points. 2. If there is anything that needs to be improved, where do we need to improve?