# Experience # Introduction The so-called experience is what you experience and comprehend at work or study, which can also be called experience. "Experience" is a daily applied style, which belongs to the category of argumentative writing. Generally, the length can be long or short and the structure is relatively simple. The following are "Two Experiences of Hotel Service Work" compiled by KaoNet for your reference only. Welcome to read.

article 1

first of all, I am very grateful to XXX hotel for giving me a good learning opportunity and platform, and I also want to thank my colleagues for their help and support. I joined Fujia hotel on April 31, although the time is not long, I really feel that I have learned a lot and been greatly inspired, which has also produced many experiences.

The hotel industry is a complex system with multiple management departments. For newcomers who have just joined the company, I think going deep into the site should be a quick learning method. The purpose of going deep into the scene is to effectively control the first-hand information. How the work arranged by the hotel is carried out can only be known by going deep into the site. For example, analyze and summarize other information in time, so that the work can be more targeted and effective, which is also an important embodiment of the implementation, management and inspection of the management personnel. On the contrary, I have little knowledge of the situation after the work arrangement, and over time, my business ability will be greatly reduced.

pay more attention to details. Paying attention to details means paying attention to the quality of customer service. First of all, we should have the ability to find and solve problems, and carefully observe every bit of our customers' gestures, smiles, words and deeds, dressing and so on, so as to achieve the beautiful service concept, and at the same time, correct them in time when problems are found; Secondly, play a good role as an example, start from the details of your own requirements, ask to go to the scene, and serve the scene. Thirdly, through communication, exchange and improvement, we can improve our service concept, constantly reflect the personalization and affection of customer service in details, and form the transmission of service as affection, integrating details into intravenous service, so that guests can truly feel affection, pleasure and surprise, and let details play a valuable role.

solve the problem quickly. Hotel industry will encounter all kinds of problems every day, 365 days a year. Dealing with or solving all kinds of problems quickly is the embodiment of business ability, communication and coordination ability, sense of responsibility and mission, and also the most direct reflection of work efficiency in implementation. If problems are dealt with quickly, work efficiency will be high, otherwise, work efficiency will be low.

through this short period of study, I have a deeper understanding of the hotel, truly feel the vitality and charm of the hotel, and realize my due obligations and service consciousness as a hotel employee! In the future work, I will flexibly apply what I have learned to the hotel work, and truly be a satisfied employee of the hotel. I firmly believe that with the concerted efforts of all of us, Fujia Hotel will definitely create new glories!

article 2

in people's conventional impression, the understanding of hotel services is generally limited to intangible service behaviors such as the professional quality and service attitude of service personnel, but I don't know that tangible physical products such as hotel surrounding environment and infrastructure construction are also important components of hotel services.

The Qingyuan Hengda Hotel where I am located is such a hotel with both tangible products and intangible services. In daily operation, the hotel meets the needs of guests, solves their problems and difficulties, and creates value and profits through such perfect services.

Hotel service not only means that the hotel only needs to serve its guests with the most fundamental use value, but also needs to provide some necessary promotional services besides meeting their most basic needs, and even provide them with extra and value-added enjoyment, so that they can get unexpected surprises. It is worth noting that the service personnel provide services to the guests and the effective interaction between the guests and the service personnel. After ensuring the most basic core services, Evergrande Hotel's extended support services are worthy of recognition, thus forming a virtuous circle between guests and service personnel.

during the five-month internship, I have come to some humble opinions on how hotels create value through service.

first of all, the hotel must ensure that the service you provide to consumers is of quality. The so-called service quality refers to the degree to which the services provided by the hotel can meet the comprehensive needs of guests during their stay in the hotel, relying on equipment, facilities and physical products. Simply put, it is the degree of satisfaction of the guests, which is a subjective ideology. The hotel service quality consists of four parts: hardware quality (such as the quality of hotel facilities and physical products), software quality (service skill standards for service personnel, workers' quality, professional ethics, etc.), environmental quality (natural and humanistic environment in the hotel) and perceived quality (the comparison between guests' expectations of service quality and the service quality experienced by themselves). Evergrande Hotel has done quite well in the first three basic components, but it really needs to be strengthened in the last perceived quality, which requires consumers to establish a correct attitude and also poses some challenges to service personnel in the process of communicating with guests.

Secondly, hotels should strive to improve their own service quality on the premise of ensuring the service quality. First, the hotel market department can strengthen the research content of the market, and identify the needs of customers, which is what it is called. Second, we must adhere to the adaptability and moderation of service quality, which is the unchangeable foundation. Third, it is also a continuation of the previous stage to ensure that the hardware facilities meet the standards of quality service. Fourth, establish an effective employee incentive mechanism, which may be more effective with half the effort. Fifthly, it is a part of the problems faced by Evergrande Hotel to reasonably adjust customers' expectations of the hotel. Last but not least, it is necessary to keep the consistency between external publicity and internal management.

finally, the hotel will inevitably encounter some problems in the course of operation, which requires the managers to solve them in a good way and strive to minimize the damage. Here, PDCA of service quality cycle should be introduced. Simply put, it is to analyze the plan to find out the reasons, strictly implement the plan content, check the implementation effect, and consolidate the measures to carry out or continue to solve. Personally, I think this method is very helpful to find a solution to the hotel problem.