the elements of hotel service: service personnel, service items, service facilities and equipment, service environment. The characteristics of hotel service are asexual, one-off, synchronous and different.
The meaning of hotel service quality management: in order to achieve the best goal of hotel service quality, through the management process of establishing, implementing and controlling the quality management system, the personnel and other resources in the organization are coordinated, so as to achieve a comprehensive activity of high-quality operation of hotel service.
Contents of hotel service quality management:
Mastering certain theories and methods of hotel service quality management
2. Establishing a sound service quality management system
3. The idea that all staff should pay high attention to service from quality inspection management
4. A team of managers who are highly responsible for service quality work
5. Using quality feedback information, constantly improving and improving service quality.
the characteristics of hotel service quality management:
1. It directly affects the hotel's survival
2. It is the weight of competition
3. It is the driving force for the hotel's long-lasting foundation
The basic requirements of hotel service quality management:
1. People-oriented
2. Overall control, "soft and hard" combination
3. Science. Seeking the highest labor productivity, the highest work efficiency is the basis for employers and employees to achieve prosperity, and the important means to achieve the highest work efficiency is to replace experience management with scientific and standardized management methods.
main application:
standardization of management regulations and management environment.
2. Working hours are standardized and operation is standardized. Fa Yueer's management process theory: industrial management and general management.
six aspects of business activities: technical activities, business activities, financial activities, safety activities, accounting activities and management activities.
Five elements of management: planning, organizing, directing, coordinating and controlling
Fourteen principles of organization and management in enterprise management: division of work, authority, discipline, unified command, unified leadership, subordination of individual interests to overall interests, centralization, remuneration, equal chain, order, fairness, personnel stability, initiative and solidarity.
Main applications:
1. Division of work and work discipline
2. Unified command and leadership
3. Unity spirit
4 Fairness and stability of personnel
Mayo's interpersonal relationship theory: people-oriented, employee satisfaction is the only way to satisfy customers. Only in this way can the enterprise's goals be achieved
Main applications:
1. Since the hotel started working, it has been based on interpersonal relationship theory
2. Advocating emotional management
3. Strengthening communication and dialogue with employees and being honest with each other
Maslow's hierarchy theory of needs: physiological needs, safety, love and belonging, respect and self-realization needs
Main applications: <
2. motivate employees in different ways
3. respect and treat employees well.
herzberg's two-factor theory: satisfaction factor (making people satisfied and motivated) and dissatisfaction factor (health care factor)
Main applications:
1. Health care factor and incentive factor complement each other
2. Appropriate incentive factor achieves good results
3. Appropriate empowerment motivates employees
Service recovery theory: divided into management-based remedy, defensive remedy and defensive remedy. The system consists of three parts:
1. Early warning system of service failure.
2. service remediation implementation system
3. service improvement system
strategy
1. tracking and anticipating remediation opportunities
2. paying attention to customer problems
3. solving problems as soon as possible
4. granting front-line employees the right to solve problems
5. learning from remediation ABC analysis method: finding the main quality problems of hotels. It is an analytical method to classify and queue things according to their main technical or economic characteristics, distinguish the key points from the general ones, and thus determine the management mode differently. Because it divides the analyzed objects into three categories: A, B and C, it is also called ABC analysis.
Causality analysis: It is to find out the causes of some quality problems, arouse people's opinions and make analysis, and reflect the opinions of the masses on a picture, which is the causality diagram. Use this diagram to analyze the causes of the problems, which is convenient for brainstorming. Analyze quality problems.
number diagram method: system diagram. A theme is decomposed into organizational elements by a systematic method, and the goals to be achieved and the measures and means to be taken are systematically expanded to illustrate the focus of the problem, and a tree diagram of the means and measures to solve the quality problem or achieve the goal is found accordingly.
PDCA cycle method: Plan planning, Do implementation, Check and Act processing. The process of setting goals and improving quality. The meaning of hotel service quality management system: the institutional arrangement of organizational structure, process and procedure related to the implementation of hotel service quality management is the system of quality management organization.
Significance:
1. Inevitable requirement of improving service quality
2. Guarantee of hotel's successful operation
3. Guarantee of customers' interests
4. It is conducive to the optimization of hotel quality
5. It is the hotel that has more motivation to continuously improve service quality.
principle:
1. objective adaptability principle
2. system openness principle
3. process comprehensiveness principle
4. overall optimization principle
5. information feedback principle
6. continuous improvement principle
hotel service quality certification method: QMS international standard quality management certification system EMS international standard environmental management system certification OHSMS. Scope: service quality content (core content, consisting of hardware and software), service process, service structure, service result (one of the important contents) and service impact (follow-up and extension).
Purpose:
1. Create a good image of the hotel
2. Continuously improve the quality of software and hardware
3. Strengthen the improvement of service level
4. Do a good job in pre-control of service
The components of the hotel service quality evaluation system are: evaluation subject (including customers, hotel organizations and third-party organizations), evaluation object (hardware equipment only comes there and software service quality). Reward and punishment system, service commitment, etc.; Industry bulletin, upgrade and downgrade, etc.).
quality characteristics of room products: comprehensiveness, clarity of quantitative standards, complexity of room service, , highly cooperative, etc.
Contents of control and management:
1. Room facilities
2. Room supplies
3. Room sanitation
4. Room environment and atmosphere
5. Room safety
6. Room service quality
Quality control and key points of room service.
contents of control and management:
1. catering facilities and equipment
2. food safety
3. environment and atmosphere
4. service quality
5. on-site sales
quality control of key links (points) of catering service: 1. seat introduction 2. ordering 3. taking dishes 4. table. The main links include the identification of interested parties' needs, the design and development of hotel service products, production and service operation, procurement and supply, service quality evaluation and feedback control. The meaning of hotel service process quality control includes three stages: process analysis, process control and process improvement.
Function:
1. It is conducive to preventing service errors and improving customer satisfaction
2. It is conducive to discovering quality problems and enhancing the competitiveness of hotel enterprises
3. It is conducive to establishing a good market image of hotel enterprises and enhancing customer brand loyalty
The quality characteristics of service process are: there are many problems, complexity, randomness, fragility and difficulty in control.
methods of behavior control for hotel service personnel:
1. Recruit suitable employees
2. Conduct comprehensive and systematic training
3. Establish and improve the incentive mechanism
4. Give full play to the role of managers
5. Create a good corporate environment
Contents:
1. Change the concept of employee behavior management
. Enter the employee management mode
6. Strengthen the communication within the hotel. The meaning of hotel interactive service: it is the process in which employees provide services to customers, and the process in which customers and employees interact and change each other.
Type:
1. Customer and employee
2. Customer and customer
3. Employee and employee
Features:
1. Interaction
2. Crucial
3. Detail
Influencing factors of hotel interactive service quality:
1. Service. Management
2. Service site management
3. Employee authorization management
4. Customer feedback management
5. Interpersonal communication management
6. Service recovery management
7. The meaning of employee-oriented management of hotel interpersonal communication: the process of information exchange in order to achieve hotel organizational goals and effectively realize hotel service quality management.
process: package eight elements. Sender, coding, channel, receiver, decoding, background, feedback, noise.
the meaning of hotel supervision and management: refers to the on-site management of hotel support by the supervisors, foremen and other grass-roots personnel through a series of management functions, mainly supervision and guidance. SUPERVISION: Shoulder, Understand, Progress, Enforce, Respect, Visuailze, Improve, Sell, Instruct, Originate, Notice
Role:
1. High-level, The will of middle-level quality is manifested in concrete work through the supervisor
2. The establishment and testing of quality standards in quality management need the participation of the supervisor
3. The realization of the final effect of quality management depends on the propaganda, training, implementation and control of the supervisor < P > The meaning of hotel customer relationship management: it is a customer-centered management concept established by the hotel in order to improve the service level, improve the service quality and customer satisfaction, and enhance the core competitiveness of the hotel.
composition: it is divided into basic activities (customer value analysis, customer acquisition, customer retention, customer upgrade, customer alliance) and auxiliary activities (leadership, organizational structure, human resource management, organizational culture, information technology)
composition of hotel customer satisfaction: product satisfaction (referring to the satisfaction state brought by hotel products to customers, Including the internal quality, price, design, packaging and aging of products), service satisfaction (referring to the service measures taken at different stages of product pre-sale, sale and after-sale and product life cycle to satisfy customers) and social satisfaction (referring to the overall social satisfaction of customers, which requires the hotel's business activities to be conducive to social civilization and progress)
The definition of hotel customer loyalty is the continuity of customer purchase behavior. Customer's dependence and recognition on enterprise products or services, Persisting in buying and using the products of this enterprise for a long time shows a high degree of trust and loyalty in thought and emotion) Ways to improve:
1. Establishing customer history files
2. Providing personalized services
3. Providing differentiated products
4. Building hotel brands
5. Making emotional investment
6. Paying attention to relationship marketing
7.