In modern society, people's thoughts, concepts, behaviors and habits often change rapidly with the development of economic environment, and many traditional values and codes of conduct are quickly abandoned or subverted. Under such a background of rapid development and change, a large part of hotel planning can't keep up with the changes and is at a loss. Instead of being reluctant, it is better to show your own characteristics and keep changing. The hotel is facing individual customers, and customers have different feelings about the same product of the hotel. Therefore, for individual travelers, there is no "degree" of comfort, and there is no standard generally accepted by customers. Moreover, blindly pursuing the "high-grade" and "ultra-luxury" comfort in visual experience may not be the long-term goal of hotel development. Judging from the social attribute of the hotel, when guests choose the hotel, they actually choose the lifestyle that the hotel operates and advocates. This way of life is closely related to people's most basic living needs, and people's food, clothing, housing and transportation all take ecology and health as the essential requirements and the highest realm.
Paying attention to the environment and creating comfort is the stimulation and effect produced by the interaction between people and the environment, which varies from person to person, from time to time and from place to place. Environmental stimulus causes various physiological and psychological activities of people, produces corresponding perceptual effects, and also shows various explicit behaviors. How much stimulation is related to people's comfort. Only when the amount of stimulus is within the range of human adaptation can people feel satisfied.
The hotel environment mainly includes three levels: first, the hardware environment refers to whether the hotel's buildings, facilities and equipment are reasonable, effective and convenient, such as the overall color matching, lighting effect, water quality and pressure, temperature and humidity, etc., which can bring comfort to customers to the maximum extent; The second is the service environment, which refers to whether the service of hotel staff is accurate, fast and enthusiastic; The third is the psychological environment, which refers to whether the hotel's grade, brand, social reputation, safety and health can provide a sense of respect. If the stimulation of the above three environments is too small, customers will not have a special impression on this hotel, and it is difficult to become repeat customers; If the stimulus is too large, customers will choose to complain or leave if they feel excessive service and service interference; Only by controlling the amount of stimulus within the scope of customer adaptation, customers will feel free, relaxed, comfortable and satisfied, and will feel comfortable. It can be seen that hotel comfort is a comprehensive environmental embodiment of the organic combination of hotel hardware and software.
Strengthen the green concept
In the 2 1 century, which pays attention to environmental protection and energy saving, it has become an inevitable trend for the hotel industry to build green hotels. Green hotel is a green concept at first, which is embodied in every link of hotel management, from hotel site selection, construction and operation to scrapping or conversion to other uses, and runs through the whole life cycle of the hotel. Green hotels require hotels to integrate environmental management into hotel management, take environmental protection as the starting point, adjust the hotel's development strategy, business philosophy, management mode and service mode, provide products that meet the requirements of human safety and health, guide the public's awareness of conservation and environmental protection, change the traditional consumption concept and advocate "green" consumption.
Reasonable design streamline
The streamline of the hotel is the artery of the hotel operation. Smooth streamline can make the hotel's various functions run in a coordinated and orderly manner and full of vitality. Unreasonable streamline, on the one hand, interferes with customers and their private space too much, on the other hand, it also makes the hotel run poorly, thus affecting the business image and economic benefits of the hotel. From horizontal to vertical, the hotel's streamline is divided into four systems: customer streamline, service streamline, commodity streamline and information streamline. Generally speaking, the principle of hotel streamline coordination is: customer streamline and service streamline do not cross each other; Customer streamline is straightforward and will not confuse people; The service process is fast and efficient; Information is concise, fast and accurate. The streamline design of the hotel should be accurately positioned, carefully designed and rationally laid out according to the type, scale and grade of the hotel, so as to achieve scientific and reasonable integration of various service facilities and functional layout of various streamline lines.
Pay attention to service details. For hotels, no matter what type and consumption level of customers, they all come, and good hotels can provide the same satisfactory service. In the market form, chain hotels can provide memories of individual living experiences, provided that customers trust their service quality and mode; Single hotels win by their characteristics, or luxury, or are particularly good at providing some functional services, or are good at design, catering, environment, or tailor-made for people of a specific class. These are inseparable from the service details in place.
After staying in the hotel, the guests want to work as conveniently as in the company, to be lazy as at home, to be undisturbed, to change pillows made of different materials, to have bathrobes embroidered with their own names, to have breakfast in bed, to order food in the middle of the night, to order birthday cakes, to spend flowers, to soak in hot springs and to ski ... The hotel is responsible for letting the guests get what they want, and the services enjoyed by the guests are all due to the hotel's attention to service details. Therefore, the design of hotel service should stand in the guest's perspective to experience the perfection of every service design. The design of hotel products should pay attention to the details, and the daily service should pay more attention to the customer's experience and feelings. This is the real hotel quality management.
Hotels are safe islands and havens for people to come to strange cities. The so-called home away from home means not going home, but returning to a place that can be trusted, relaxed and enjoyed, and starting a comfortable journey. Your home is yours and the hotel belongs to everyone. Home is the real world, and the hotel is DreamWorks. Times are changing, personal desires are changing, and hotel services are also changing.
There is no doubt that in a hotel, the price paid by guests is not just a bed, but an alternative service and service qualification. A good hotel has a well-trained disciplined force (even the doorman and security guard, the front desk and the room cleaner have been read by countless people, not to mention the lobby manager, room manager and restaurant manager, not to mention the "golden key"), which satisfies the imagination of highly mobile guests. (Zhao Yonghong, Zhejiang Tourism Vocational College)