In order to make all the staff better understand the service concept of the hotel, the general manager focused on the hotel's corporate culture in the service concept of the content of a profound and incisive explanation.
"The guest is always right". Our income comes from customers, customers are the resources for our survival, and it is the guests who send us the salary. Guests do not come to eat, we do not eat, guests are our parents. You offend the "breadwinner", is to smash our own rice bowl. Guests are always right, objectively speaking, this is a kind of thinking. Require us to stand in the position of the guests to consider the problem, respect the guests, maximize the satisfaction of the guests' needs. Hotel is a high contact industry. In contact with customers, we will encounter a variety of people. But no matter what type of guest is, we must face them, no matter how difficult they are to serve. Understanding the customer is very important here. Sometimes, the failure to fulfill a particular request can lead to dissatisfaction on the part of the customer. And this dissatisfaction can cause all our services to fail. This is what we often say 100-1 is less than 0. We must remember: the guest is only the object of service, not to compete, the object of right and wrong, and not the object of education and transformation.
Service connotation: guest complaints is the best opportunity to shape the second satisfaction of the guests, picky guests is our teacher, there are complaints about the guests are most likely to become repeat customers. Guests will think we are ignoring them because they don't get what they want, and many guests stay away from us because of indifference to their existence and needs. Therefore, we can't let go of any little complaint or dissatisfaction of our customers and never let any of them leave the hotel with a little regret.
Service guidelines: quality service for customers, only a warm attitude is not enough, we want to think before the customer, stand in the customer's position, from their point of view to observe, identify customer needs, predict customer needs. The next step is to find ways to meet the needs of guests, rather than trouble themselves very much, do not let the guests inconvenience for a while. Never say "NO" to the guests, because customer satisfaction is our service purpose. No matter how difficult to do the customer's needs, the first to be able to "do it" attitude to do.
Service aim: 100% of the guests 101% satisfaction. This is what we often say for the guests to provide "satisfaction + surprise" service. Personalized subtle services can most impress the guests, and strive to leave the guests a little something good to remember, and find ways to give the guests a surprise, the guests will remember us.
Principle of service: service is the most basic relationship between people, everyone lives in the service, I am all people, everyone for me. We are in the process of giving service to others, but also enjoy the service of others to us. Within the hotel, the superior is not only the leader and manager of the subordinate, the superior to the subordinate is not only to give the task, but also to give the subordinate to complete the task itself does not have the conditions, the superior to complete the task for the subordinate and provide services. The second line of service for the first line, the second line of service quality can directly affect the first line of service quality of the guests. Therefore, the second line to do a full understanding of the first line of work.
Secret of service success: details. Emphasize the role of details in the service, embodied in a sense of excellence. Work is to do the details, millions of times to repeat things, every time you can conscientiously to do a good job. Small errors will cause big losses to the guests, the hotel. Whether it is management or service, it is necessary to make the small things into fine products, and the hotel itself is no small matter, otherwise it will be a small loss.
In this meeting, General Manager Xie Peng also told the staff a lot of how to deal with the work, how to face life, how to look at the frustration and many other reasons, and cited a lot of concrete examples of image, the staff's thinking has also produced a great touch.
In the end, the total solution to all staff put forward higher requirements and hopes, requiring all departments to often organize staff to learn the corporate culture, and more importantly, the corporate culture "internalized in the heart, externalized in the line. To implement our service concept to the actual customer service work, and constantly improve the quality of service of the hotel, all employees should join hands, unity, *** with the shaping of the good image of the National Olympic Hotel, in order to achieve better social and economic benefits. Read more related knowledge, return to the norms of service column list