Service quality refers to the degree to which the hotel, relying on its own facilities and equipment, provides services for customers that are suitable for and meet customers' material and spiritual needs in use value. I'll share some service quality management papers with you. Come and enjoy them with me. Service quality management article 1

modern hotel service quality management

[Abstract] Service is the life of a hotel and an eternal topic. By finding out the gap between Chinese hotel service quality management and foreign hotels, this paper points out the problems that should be paid attention to in improving hotel service quality management.

[Keywords] service quality management

With the development of market economy, service quality has changed greatly from cognition, concept and connotation to requirements and standards. Taking the management of service quality as the life of a hotel can be said to be the result of fierce competition in the market. For hotels, the most important thing is the competition of service quality. Therefore, strengthening the management of service quality and how to ensure the service quality of hotels are problems facing many hotels.

1. The gap between China's hotel service quality management and foreign hotels

1. The gap in service attitude. Compared with foreign hotels, there is still a certain gap in the civilized quality of employees in some hotels in China. For example, the management level of managers lacks artistry, which leads to employees' slackness and lack of initiative, resulting in a decline in service quality; The service personnel lack enthusiasm, which is manifested in "mechanical" smile and "unemotional" speech; The kitchen staff shuttled around the restaurant at will before the guests left the restaurant. The reason for this gap is that there is a traditional thought of despising service in our history, and few people regard service as their own business. The concept of foreign hotel employees is just the opposite. They can correctly handle the change of roles, conscientiously do a good job in service, carefully observe the needs of guests, and provide targeted services and proactive services in time. Be good at adjusting yourself after work and make full preparations for tomorrow's work.

2. The gap in work efficiency. Internationally, the concretization of efficiency is a clear concept of time. How many minutes does it take to serve? Calling a taxi will arrive in a few minutes; If the facilities in the room are broken, how long will it take to repair them? The checkout at the front desk will be completed in a few minutes. Such large and small services have quantitative service standards. Although there is a gap in the specific quantity, quickness and simplicity are the same principles. However, some hotels in China have not yet established the consciousness of service efficiency, and they are often expressed by vague concepts where efficiency is most needed. Answering guests with words such as "almost", "right away", "soon" and "wait a moment" is actually irresponsible, which will inevitably lead to dissatisfaction among guests, especially for foreign guests who are very time-efficient. Any procrastination is a loss and waste of money. In foreign countries, the smaller the wage measurement unit, the higher the work rate, and the relationship between them is inversely proportional. Domestic hotels generally pay monthly wages and award quarterly (and annual awards), so it is difficult to be clearly linked with the work efficiency of employees, and even if there is laziness+waste, it cannot be directly deducted from the corresponding hourly remuneration.

3. Gap in service specifications. Service specification is the specification and standard that the service quality of an enterprise should meet, and it is the criterion that employees of an enterprise must abide by. Foreign hotel industry calls service standard the internal law of the industry. Some hotels in China have not yet established a complete service standard system, which makes it easy for employees to cause customers' complaints because of the quality of hotel services at work. If the restaurant doesn't have the special menu of the day, and the daily menu is out of stock, it can't be supplied on the same day; The waiter didn't pour the wine at home, and there was no one around to collect the chopsticks, which destroyed the atmosphere of the restaurant. In summer, the air conditioning and ventilation are poor, and the smell of sweat and oil is strong; Business hours are not strictly enforced, and some restaurants don't even have time to turn over the desktop and take out the garbage, which is obviously driving guests away. This is simply incredible abroad; When cleaning, the room attendant moves the guest's articles without authorization, the room essentials are uneven, and the quality of disposable guest articles is too poor to meet the needs of the guests; Individualized service is not obvious, which can not reflect the characteristics of the hotel and so on.

2. To ensure that the hotel service, the "accommodation" link, can continuously meet the needs of all kinds of tourists in the development of China's tourism industry

1. Create a good situational atmosphere. The hotel is also a small society, serving people and taking people as the center, which is the deep-seated responsibility and task of the hotel industry. Of course, it is not easy to create a comfortable and convenient environment, and it is even more difficult to create a psychological atmosphere in which emotion and scenery blend. The hardware standards of "five-star" hotels are very specific, but who can tell the "psychological" standards of "five-star" hotels? In today's world, whether rich or poor, whether foreigners or China people, whether great or mortal, all have various desires, but the greatest desire is "spiritual balance". Wouldn't it be more meaningful if the hotel could create a "home" atmosphere that is the easiest to communicate, blend and understand? Starting from small things, we can grasp the psychological pulse of our guests well, serve them to the real point, be cordial rather than attentive, thoughtful rather than tedious, standard rather than rigid, enthusiastic rather than a mere formality, and make our guests feel comfortable from the heart, thus creating a feeling of "enjoying life". Although people have left, they are full of feelings and endless aftertaste. I hope to come again.

2. Create a unique hotel personality. People often say: "Hotel, hotel, one is to stay in the hotel, the other is to eat", which just shows the * * * nature of the hotel. But what really reflects the hotel's personality is still some "subtle" things that are not noticed. No matter in terms of "hardware" facilities or "software", every "nuance" is not relaxed, and even the main body of the hotel, the clothes, hairstyles, decorations and tableware colors of the waiters can reflect the characteristics of this hotel that are different from "other" me. The content of hotel service quality includes the hotel's facilities and service level, so no matter from the aspects of facilities or service level, we should embody "only I am unique" from the general to the subtle, highlight the hotel's personality, and show that you have no me, you have my superiority, and you are superior to me. For another example, in terms of service, you should make guests feel that your hotel is different from other hotels with unique thoughtful nuances.

3. Everything is "people-centered". Hotel service industry is an industry centered on "people". The service object is "people"-it is "guests" who bring financial resources to the hotel; It is also "people" who create wealth for the hotel, and they are employees who are engaged in ordinary chores in obscurity all the time. Respecting people, caring for people, understanding the personality of each employee, giving full play to their potential, and gaining insight into the brilliance of enterprise spirit reflected from their words and deeds and smiles are the core issues of enterprise management and the most fundamental tasks of enterprise leaders. The waiter controlled this nuance. In order to make every employee develop their potential, they must have the skills and quality to develop their potential. It is the most basic task of the hotel to formulate specific and operational standards and norms for each post and procedure. Hard standards, hard training, hard execution and hard fines are also the basic skills of hotel management. After these hard passes, the service skills of employees will also pass. They can work with ease, and many "nuances" can be brought into full play in the process of "practice makes perfect".

In practical work, many hotel managers unilaterally emphasize the promotion of quality and star rating, do not seriously understand the actual needs of guests, spend a lot of money on improving hotel hardware facilities, and excessively pursue luxury and high-grade physical facilities. The author thinks that the intangible service component is more important in the overall combination of hotel products and services, which can not improve the income of hotel quality investment. The tangible product components of each hotel are often similar. In recent years, the differences between hotels in hardware facilities such as guest rooms are getting smaller and smaller, and it is difficult for hotels to distinguish themselves from competitors through tangible product components. Only by improving the service quality can a hotel effectively improve the satisfaction of its guests, distinguish itself from its competitors and stand out from the competition.

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