Details determine success or failure. Nowadays, the competition of hotel service industry is a contest of details. From the simple pursuit of fame and extensive hotel mode in the past to the present situation of the hotel industry, the choice of hotel services by guests has risen to a metaphysical height.
. When customers choose hotels, most of them are considered from the comprehensive quality, which is a comprehensive evaluation of the environment, atmosphere and service. Hotels should strive to create a value-for-money consumption concept for customers, so that customers can not only consume services, but also consume additional values such as respect, care and glory.
First, the background of detail management
(A), the emergence of detail management
Service is an eternal topic for operators, and meeting customers' needs with high-quality service is one of the most important goals for operators. With the increasingly fierce commercial war, operators pay more and more attention to the articles on services, and the scope of services is also expanding. In addition to the traditional content, a new service form-detail service, which wins customers with perfect details, is increasingly favored by operators. Being able to pay attention to service details and do a good job in detail service will definitely improve service quality and customer satisfaction.
Fine management is relative to extensive management. Fine management is a management concept put forward in the book "Details Decide Success or Failure". This paper summarizes the viewpoint that success or failure depends on the details of being a person, doing things and doing management, and reminds enterprises and all walks of life that the era of refined management has arrived, and we must pay attention to details and do small things well. Detail service should be people-oriented, and customers are God, not just slogans. Respecting and satisfying them is the most basic requirement. What do customers need? Best-selling brands and lasting profits, respect for individuality. Smiling service, civilized service and honest service are all respect for people. We should not only pay attention to customers, but also care about customers sincerely. Only in this way can we win customers. If the general principle of management is science, then the management of details is art, and the ability of enterprises to handle details makes a mickle, forming the management ability of enterprises. In daily operation and management, we must pay full attention to the importance of detail management. Only pay attention to the big aspects, but ignore the small links. The final result of letting things drift is a levee of a thousand miles, which collapses in the ant nest.
(II) Importance of detail management Service itself is the product of restaurants and hotels, so the quality of service directly determines the fate of catering enterprises. A good catering enterprise, its service must be standardized, in place and humanized. Sometimes the future of a hotel can only be predicted from a detailed service. Therefore, the importance of detail management is reflected in many aspects:
1, the quality of the hotel determines the winning or losing.
The quality of an enterprise is reflected in its long-term rationality as a social organization whose products and services meet changing needs and whose purpose is to obtain profits. As the collective quality and systematic quality of an organization, the pursuit of mission and ultimate goal is the quality of its team and culture. In other words, quality of enterprise is the quality of self-survival, self-improvement and sustainable development of an enterprise as an organism.
1) The leadership ability of the management is reflected in the detail management. As Brunotti said: An entrepreneur should have a clear business philosophy and infinite love for details. Managers of enterprises can't be hands-on, but they must be good at observing and have the ability to solve detailed problems and become role models for employees. Only in this way can the work of enterprises be truly done in detail.
2) The hotel ignores the cost of details. The work of a hotel is a link composed of details. If a detail goes wrong, this link will deviate from the center or even break. A delicious dish is decorated with coriander leaves, but there are yellow leaves or black leaves in the coriander leaves, and the aesthetic feeling of the dish will suddenly drop. A cigarette butt will make the hotel burn to ashes, and a wrong pricing will lose a market.
3) The gap between similar hotels is made up of details. The function of the hotel is the same, and there is not much difference between similar hotels. However, operators and consumers can clearly identify A, B, C and D, and the basis of this identification is the difference in details. For example, the Wang Fu Hotel and Lido Holiday Hotel in Beijing, guests can tell clearly from any angle.
4) Success comes from the accumulation of details. The success of the hotel depends on the accumulation of details, which is the embodiment of daily work flow, service regulations and service standards, especially the solution of individual cases. Success or failure depends on details. If you do well, you will succeed. If you don't do well, you will fail because of small losses.
2. The essence of hotel detail management
The biggest thing in hotel management is safety, that is, the safety of hotel and guests' personal property, and safety work is composed of details, from the establishment and implementation of the system to the maintenance of equipment, the whole process constitutes safety management. Therefore, the essence of detail management is to do every job creatively.
1) Hotel details management is an innovation. Hotels all over the world are consistent in functional settings, and the difference between them is the subtleties that are ignored by ordinary people and well done by managers. These nuances are the result of innovative thinking and careful observation. Especially in management, whoever can change it and do it well is an innovation.
2) Detail management is the embodiment of management art. Management is not only a science, but also an art, and detail management is the embodiment of management art..
3) Quantitative system of hotel composition details management. In hotel management, the pursuit of details is endless, but it can be measured. The measure is to formulate corresponding standards and norms to form a quantitative system of hotel management.
4) Detail management is the requirement of meager profit era. The market competition is becoming increasingly fierce, the profit space is gradually narrowing, and the economy has entered the era of meager profit. The hotel market is no exception. Every operator feels the pressure of falling profits, which shows an accelerating trend. Therefore, how to increase profits and how to maintain the existing profit rate has become a concern of operators. Leo Bell, a British industrialist, summed up the main points of making money in the era of meager profit as the six-character rule of prediction, difference and innovation.
3. Management is composed of details, and details are the basis for improving service quality.
1) The details in place depend on the change of thinking. The same question will draw different conclusions from different angles, and the view on details depends on the manager's ideology and the manager's observation, insight and ability to analyze problems. Therefore, only by changing ideas can we pay attention to details and grasp the overall situation through details.
2) Strategic decision comes from detailed analysis. Strategic and tactical decisions are made through the analysis of clues. Management decision-making is also the result of analyzing market signs, trends and details in daily management. If you are not good at analyzing details, you can't make the right decision.
3) There are no major events in hotel management. Only by doing small things well can great things be achieved. The quality of service depends on the meticulous work. Only when the service details are in place can guests feel the existence of the service and the hotel can realize experiential marketing. In the management of every detail, the level of management can be shown in the nuances. Only by doing small things that ordinary people don't pay attention to can we distinguish our hotel from other hotels, because all hotels are similar.
Second, the application status of detail management
In today's society,
Details are important to everyone, especially to our catering industry. Hotels rely on environment, dishes and services to attract customers, and the number and satisfaction of customers directly determine the survival of hotels. In the service work, some small things, seemingly difficult details, are very important to the guests, so we should sincerely care for and dedicate ourselves to the guests, serve the guests wholeheartedly, be people-oriented, be honest and dedicated, and the hotel can win the reputation.
Taking Chengdu Jinjiang Hotel as an example, the hotel has made great efforts for the word "details". In the guest room of this hotel, there is a shoeshine basket that can't be seen in other hotels. There are different colors of shoe polish and brushes, which are specially used for different guests. In addition, there is a note in the basket: if the guest is not available and needs a waiter to shine his shoes, he will take it all. This manual is an action taken by the hotel housekeeping department to grasp the details of service management in the warm and healthy activities of staying in Jinjiang. The service desk on each floor of Jinjiang Hotel is not only equipped with local phone books, message cards and other things, but also with small items such as hair dryers, scissors and paper, so that guests can truly feel the warmth of home. This year, the business district on the ninth floor of Jinjiang Hotel launched a special lemon towel to help guests get rid of greasy hands when eating. It was well received by the guests.