Paying attention to detail service may not make your hotel "soar", on the contrary-it can really make you "suddenly die". Hehe, let's look at the following two cases first-

The author dined in a hotel and found a small detail. There is not only a small amount of water in the ashtray (which can prevent lampblack, which is available in most hotels), but also a circle of napkins with smiling faces, and there is a handwritten sentence under the smiling faces: "Smoking is harmful to health"! My first reaction was: moved! I have also been to many star-rated hotels, but this is the first time I have seen such details!

Another time, at the hotel, I ordered rice. I didn't expect the food to be cold! So he asked the waiter: Why is the rice cold? The waiter replied, we cooked the meal at five o'clock and you didn't come until seven o'clock. Can it not be cold? ! Hearing this sentence, I said to myself that this waiter is really talented! So I said, oh, well, come at five next time!

There is a very famous formula 100- 1=0 in hotel service, which reveals a truth in hotel service: because of the non-storability of service, every detail of the service cannot be wrong, and the mistake of every link and detail will lead to the denial of the whole service.

How can we do a good job in hotel details service? Detailed service seems simple, as if it is a piece of cake, but it is not easy to do it well, because it is often necessary to grasp the opportunity, be flexible and meet the needs, which depends not only on the quality of each employee, but also on the corporate culture of "service without trifles" throughout the hotel. Whether it's hotels, travel agencies or scenic spots in the above cases, there are almost no jobs that can be called major events in the tourism industry, but if a small thing is not done well, it will directly affect tourists.

After talking for a long time, how to avoid "sudden death" through the management of detailed services? Jiaoguang Media's tourism planning and marketing agency believes that in order to do well, it is necessary to cultivate these four ideas:

1, thinking neatly

In Japan, children in kindergartens are doing this kind of training. It is not easy for a group of children aged 2-3 to sit in a circle for a while and form a phalanx for a while. But if you draw a child's head on the floor and the child stands and sits on his face, the formation will be very neat. The children's personal belongings in the big class are neatly arranged, never misplaced and never taken wrong. The formation of this habit is very helpful to the work efficiency in adulthood.

Most manufacturing enterprises in China have generally implemented "5S management" in their production systems. The materials, semi-finished products, finished products, tools, tooling, accessories and consumables at the production site are placed in an orderly manner, and there is no phenomenon of finding another job even if people change jobs. According to the introduction of tourism planning and marketing agency of Jiaoguang Media, at present, most hotels in China rarely carry out such management training.

Step 2 think on time

It is said that during Kant's teaching at the University of Konigsberg, the time of getting up, writing, lecturing, eating and walking every day was very accurate. In the morning, whenever neighbors see Professor Kant walking out of the house on crutches and heading for the path with bodhi trees on both sides, they know it's half past six. If your clock is 6: 35, it must be five minutes fast, so it must be right to dial it back. Moreover, Kant also said that he did it in order to give the citizens of this city a demonstration of strict habits. Of course, we don't have to live like Kant, but having a good habit of setting time at work will lead to good cooperation among team members and improve the efficiency of the whole organization.

Some time ago, the author heard from the comrades of Henan Provincial Tourism Bureau that two travel agencies failed to send tours on time as agreed in the contract this month, which led to disputes between travel agencies and tourists, which in turn caused tourists to stay. As a result of the incident, the travel agency refunded the money in full and compensated for the direct economic losses.

Jiaoguang Media's tourism planning and marketing agency believes that this detail is actually something that tourism enterprises should pay attention to. Whether there is unpunctuality in the service links such as receiving the group, sending the group, visiting, sightseeing, calling in advance and watching the sunrise. , fryer is fried.

Step 3 think about commitment

China people always pay attention to signature. As the saying goes, "a man can't slip his tongue, and a woman can't lose her virginity." Signing a letter of guarantee is a very serious matter. In the face of the commitment in black and white, there is a basis for evaluation, investigation and assessment afterwards, which also greatly avoids the possibility of unclear, incomprehensible, mutual breach of contract and untraceable interpretation.

One of my college classmates is the general manager of a four-star hotel. When he assigned the work to the department manager, he asked his subordinates to write a note stating when, where, what task he accepted and when he finished it, and signed the other person's name. It is said to be very useful!

Step 4 think about transposition

At the beginning of 2008, I was invited to stay in a quasi-four-star hotel in Hangzhou. As soon as I entered the restaurant in the morning, the waiter came to collect the meal voucher, which was of course necessary, but after I received the meal voucher, there was nothing. I found a place to sit down and found that there were no napkins, knives and forks, chopsticks and so on. I needed a napkin after eating, but I didn't see any waiters around, so I let out a cry. Of course, the owner of this hotel is my friend, so he deliberately left me alone to spend money without company in order to check the defects of service details.

Later, I suggested to the hotel manager to pull the waiters to other hotels for consumption once or twice in batches, sum up the advantages, learn lessons, pick out the shortcomings and make changes according to yourself. When I found the problem as a customer, I had a deep memory and could easily correct it, which was much faster and more thorough than the manager's painstaking education. Although the cost will be higher, it may not be possible to achieve such an effect by investing the same training expenses.

According to the tourism planning agency of Jiaoguang Media, there is a best-selling book called "Details Decide Success or Failure" in China. Hotels that receive outbound tourists should keep this in mind if they want to attract more tourists from China. Because China tourists have unique tastes and preferences, and because they come from different regions, their consumption tendencies and experience expectations in outbound travel are also very different.

The above small details need to be considered, and you need to have a basic understanding of China's customs and culture. The pronunciation of "4" in Chinese is close to death, so don't arrange for China tourists to stay on the 4th floor or in rooms with the number "4". Similarly, 6, 8 and 9 are auspicious in Chinese pronunciation, and the floor or room number containing these numbers will make China tourists happier. The tourism planning agency of Jiaoguang Media believes that these thoughtful and meticulous services will make China tourists feel good and willing to recommend them to relatives and friends. Word-of-mouth marketing is very effective in China.

Hot spring tourism is a tourism product that reflects the warm service of family, so these factors should be fully considered in the facilities and services of hot spring tourism, so that tourists can have more beautiful emotional experiences, and hot spring tourism will become more and more exciting. All this requires us to operate, manage and plan marketing with innovative thinking and brand-new ideas, and provide personalized and humanized services.

Royal Hot Springs in Zhuhai handed a cup of welcome tea to the guests who entered the lobby, and handed a colorful rope bracelet hand-woven by the waiter-a small acacia chain (a very unique way: I wish the guests a safe life) to the departing passengers. Finally, I told them to "remember to go home often".

Inspired by the above cases, the author thinks that hot springs can choose world famous songs according to tourists' health conditions, such as moonlight sonata, so that tourists who soak in hot springs can enjoy the hot springs while intoxicated with the beautiful melodies of these songs. According to Johanni, a professor at Graz University? 6? 1 Dr. rapp's analysis: the perfect combination of hot springs and music can treat various rheumatic pains, skin allergies, nervous disorders caused by tension, etc.

Hot springs can preserve health and cure diseases, and music can also treat some sensory diseases. Can hot spring bathing become attached to music and receive better health, disease treatment, fitness and physical and mental pleasure? It is said that my suggestion was adopted by a hot spring resort in China. Finally, Mr. Tan Xiaofang added three requirements for hotel service marketing:

1, order for guests "choose the right one first, then choose the expensive one"

"Choose the right one first, and then choose the expensive one." Many marketers may disagree with this sentence and say that they did it in the past. But in my years of marketing work in the service industry, we found that for such a simple thing, more than 80% of marketers will do it, especially for high-end restaurants and entertainment places. For example, the marketing staff of many Cantonese restaurants can't wait for every guest to eat lobster, mussels, abalone, shark's fin and other precious dishes as soon as they see them, because the commission is high.

The tourism planning and marketing agency of Jiaoguang Media believes that many colleagues forgot the sentence we said before when they started ordering, "Choose the right one first, then choose the expensive one". This can easily cause dissatisfaction among the buyers.

2. Skills of issuing business cards

Marketing representatives are not allowed to send business cards at the dinner table. I believe many marketing representatives have suffered such a loss-they finally drank all the wine advised by the guests at the dinner table, and when they fainted, they didn't forget to give them a business card to order next time. The guests looked at it and put it on the table. After eating, they walked dizzy and left their business cards in place. Therefore, marketing representatives must pay attention to the timing when sending business cards to customers.

For example, Tan Xiaofang suggested that when guests are taken off the elevator after eating, they can hand in their business cards in the elevator and then ask the guests how satisfied they are with today's service and dishes, which will make them more impressed. Thereby increasing the chances of repeated consumption of guests in the hotel.

3. How to keep the guest's heart?

This part of the work has actually gone beyond the hotel. Many hotels have done this kind of work, but the effect is not good. The reason is that they think too little about their guests, especially such high-end consumers, who are busy with their daily work and have more entertainment. If there is no good way-caring will also make them feel bored.

To this end, we have produced many information and emails related to the health of guests for hotels that have been consulted and trained in the past, so that hotel marketers can send guests in the name of the hotel on a regular basis. Strengthen the care for guests. Similar methods continue to affect guests' perception of the hotel.