Hotel Service Management Graduation Thesis 2
Analysis of Tourism and Hotel Management Services and Etiquette
Abstract: Starting with the concepts of service and etiquette, this paper deeply explores the significance of service etiquette in promoting the rapid development of tourism and hotel service industries. In the hotel service industry with fierce market competition, paying attention to the improvement of service and the cultivation of etiquette can often bring considerable benefits to the hotel service industry.
Keywords: tourism and hotel management; Service and etiquette; Gfd
1 Introduction
As we all know, the tourism and hotel industries belong to the tertiary industry, and they are also called service industries. The tourism and hotel management industries have strict service requirements and attitudes towards their staff. Service consciousness refers to the initiative, enthusiasm and thoughtful consciousness of all hotel staff in the interaction with people and organizations related to hotel interests.
the meaning and interpretation of 1 Service
As we all know, the word "Service" means "service". The word "service" contains seven letters, each letter represents seven different meanings, and "s" stands for "Smile", the founder of the smile service, Mr. Hilton, the American hotel king. Smiling can make customers feel kind, warm and sincere. Smile must be from the heart, natural, generous and true. Be sure to keep a formal smile with each other and learn to communicate with your eyes. Employees' eyes and head should not move back and forth, otherwise it will be regarded as disrespect for the guests.
"e" stands for "Excel lent", excellent service. No matter what kind of service employees provide, they should do well, so that customers can be satisfied and our service can be affirmed and appreciated. Customer satisfaction is the key to reflect the quality of service. High-quality service must do everything, never say "no" to the guests before they speak, which is the foundation. "R" stands for "Ready", all ready services. Before providing services to guests, employees should always prepare diversified and personalized services for guests. For example, in the hot summer, a guest came to a hotel restaurant for dinner. The waiter brought the beer quickly but forgot to put away the wine container, so he told the guest to open the wine container immediately. After about five or six minutes, the waiter had not delivered it yet. As a result, the guests were unhappy. This makes it easy for guests to complain about this restaurant. Obviously, the waiter didn't make good preparations before serving, and it was easy to lose the consumer who was about to become a repeat customer, which led to the loss of consumers. "V" stands for "Viewing". In View, customers are God. In fact, customers are not only our VIPs, friends and relatives, but also our parents. We should treat them sincerely and sincerely. For a hotel industry, without customers, there is no market; Without the market, the hotel will have no profit. Therefore, waiters should not look at people with colored glasses when providing services to customers. Every guest is very important to the hotel, so we should provide every guest with high quality and excellent service. "I" stands for "Inviting", inviting services. Hotel staff should create every opportunity to invite customers to participate in and enjoy the quality service we provide. Tell them about the latest new products and services of the hotel, as well as various promotions, discounts and preferential information, so that customers have a sense of expectation and expectation. "C" stands for "Creating", creating proactive and enthusiastic service. Almost all customers like to accept active service, and the active service provided by employees can leave a deep impression and good impression on the guests. "E" stands for "Eye". Hotel staff should learn to observe and learn to "keep an eye on all directions and listen to all directions". We should use our eyes to predict the consumption needs of our guests and try our best to meet their requirements and expectations.
2 The concept of etiquette
Etiquette refers to the code of conduct and communication procedures that people follow in order to show mutual respect, respect and friendship. Appearance is the external expression of a person's mental outlook and internal quality. It includes three levels of meaning. Refers to a person's appearance, body, manners, etc.
3 The role of hotel etiquette
The etiquette of staff directly affects the service quality and level of the hotel.
3.1 pays attention to the beauty of appearance, reflecting the overall image of the hotel. Establishing a good corporate image is a means of product marketing. As an economy under the modern enterprise system, hotels also pay attention to the formation of corporate image. Hotels belong to the service industry. Keeping employees clean and tidy in gfd is one aspect of the hotel image, and on the other hand, it is the products and services provided to customers, which are two main ways to enhance the hotel image. Image represents grade, grade determines value, and value produces benefits.
Hotel employees are customers' "first impressions" of the hotel. A clean gfd always gives customers a clean and comfortable impression, which is one of the main reasons why customers are willing to spend money in hotels. On the contrary, bad manners often make guests tired. Even if you provide first-class products and services, your first impression is not good, and your customers will not give you too high evaluation. Therefore, to enhance the corporate image, we should first start with the employee image. In addition to maintaining a good gfd, hotel employees should also have professional hotel service knowledge and noble professional ethics, because high-quality employees must come from high-quality hotels.
3.2 Good appearance and appearance can show respect for the guests, and also reflect the self-esteem and self-confidence of employees. The image of procrastination always gives people a poor impression of laziness, lack of self-discipline and sense of responsibility, and disheveled clothes are also a sign of disrespect for others.
3.3 pay attention to the beauty of appearance, reflecting the need to meet the guests. Correcting gfd is the minimum respect for customers, and it is also the basic requirement of hotel etiquette. A good gfd is a personal "silent business card" and a "first impression". A good gfd can not only delight itself, but also give customers beautiful enjoyment, making them have a relaxed and pleasant consumption experience. The hotel pays attention to the management of employee gfd, which not only shows the image of the hotel to customers, but also shows the basic respect for customers. Hotel staff keep clean and dignified appearance, which can also reflect the service quality and consumption grade of the hotel. Customers spend money in hotels and enjoy hotel services. The purpose is to pursue a pleasant enjoyment higher than daily life, which includes the experience and enjoyment of beauty. Hotel staff keep a clean and generous gfd and master professional hotel service etiquette, so that customers can feel the courtesy and respect of the hotel and have a beautiful experience when enjoying the service. The form, content or specific service items of hotel services can win the favor of customers, thus meeting their needs for visual beauty and aesthetics.
3.4 paying attention to the beauty of appearance is conducive to coordinating interpersonal relationships. A clean and tidy appearance is the basic condition for people to establish a harmonious interpersonal relationship with others. In the process of interpersonal communication, the first thing we can intuitively feel is the other person's gfd. Through this aspect, we can understand the other person's personal accomplishment, humanistic quality, or work attitude. The other party can also get this information from our gfd, which directly determines the other party's psychological acceptance and communication attitude. Therefore, to some extent, gfd is a passport to establish harmonious interpersonal relationships with others, and a clean and generous gfd can cater to most people's feelings and needs for beauty. In the hotel industry, if customers can feel the high quality of the hotel from the generous and decent gfd and professional service of the hotel staff, they will leave a good impression at the beginning. It often makes people form a special psychological and emotional set, which will produce good social effects in work and life.
3.5 paying attention to the beauty of appearance can reflect the management level and service quality of the hotel. The grade and service quality of a hotel can be seen from the appearance of hotel staff. Therefore, employee gfd is an assessment content that many well-known star-rated hotels attach great importance to.
food is the most important thing for people. At present, the market competition in the hotel service industry is quite fierce. In order to attract customers, hotels not only pay attention to the equipment of hardware facilities, but also pay great attention to the improvement of staff quality and service quality. The appearance of service personnel reflects the quality of service personnel to a certain extent. In an excellent hotel management group, the appearance and mental outlook of employees are very important. Donna, chairman of the famous Hilton Hotel? The "smile service" advocated by Hilton is a magic weapon to manage hotels. Up to now, smile service is still the service mode that many international star-rated hotels insist on emulating. Obviously, the appearance of hotel staff is an important factor that can't be ignored, and the gfd of hotel staff reflects an important part of hotel management level and service level.
References:
[1] Xiong Jin. Etiquette culture in hotel management [J]. Journal of Hunan University of Commerce, 2111(13).
[2] Wang Lixin. Reconstruction and transformation of the "customer-centered" corporate culture in hotel industry [J]. Value engineering, 2116(15).
[3] Wang Xiqiong. Study on the countermeasures to improve the hotel service quality in China [J]. Management and Technology of Small and Medium-sized Enterprises (last issue), 2113(17).
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