How to cultivate loyal hotel employees

People-oriented means putting employees at the core, because if a hotel wants to win the market, it must first win customers. Only loyal employees will have customer loyalty, and the hotel's life will last forever. Therefore, cultivating loyal employees is the essence of the hotel's "people-oriented" management philosophy. To this end, to effectively improve the quality of hotel personnel and enable them to be optimally combined and maximize their enthusiasm, the following points should be achieved:

1. Strengthen political and ideological education and improve service awareness< /p>

The hotel regularly conducts targeted ideological and political education and guidance for employees, so as to convince people with reason and emotion, and focus on ideological and political work to help employees establish correct concepts. Adhere to cultivating employees' concepts of reform and innovation to achieve high-quality services; advocate the concept of hard work and increase employees' sense of honor; promote civilized business concepts, establish quality awareness, and guide employees to better understand customers, care for customers, and have a deep sense of quality service Deeply rooted in the hearts of every employee.

2. Strengthen professional skills training and improve service quality

The hotel should regularly provide new employees with pre-job training, foreign language training, firefighting and medical knowledge training, and a series of on-the-job training. Cultivate the backbone of the hotel; carry out special training on hotel knowledge, courtesy and etiquette, grooming, smiling greetings, service terms, labor discipline and other special trainings to comprehensively improve the business operation ability, comprehensive quality and overall hotel service quality of hotel employees, and promote the improvement of hotel software , enabling employees to devote themselves to customer service with higher professionalism and work enthusiasm, laying a solid foundation for striving for first-class service levels.

3. Care about employees’ lives and improve their quality of life

Hotels should not only focus on cultivating employees with good ideological and political concepts and more skilled business skills, but also care about employees’ lives. Organize employees to travel. Every holiday, hotels must consider arranging employee benefits to make employees' holidays more fulfilling. Every bit is integrated into the hearts of employees, making the hotel an indivisible whole that is united from top to bottom.

The ultimate goal of a "people-oriented" hotel is to make people use their talents to their fullest potential, and to ensure that all talents are in their proper place, so that the management activities of managers are as delicate, detailed and meticulous as sand; the services of service staff are like sunshine. Such warmth is everywhere.

1. Sand-like management does not only focus on the management of a single link on the front line of service. Contracts, procurement, sales and all aspects of the entire service process must have strict standardized procedures to ensure the work of each link. All meet the requirements of service quality, so that the entire hotel operation has a virtuous cycle.

2. Sunny service. Guest needs are the eternal theme of hotel services. The hotel should encourage employees to truly think about what guests think and worry about their needs through activities such as selecting service stars and smiling ambassadors, and emphasize emotional service and transcendence on the basis of standardized services. Value service. The hotel should take high-quality service as a top priority and strive to make high-quality service further meet the requirements of standardization, standardization, procedure and scientificity. On the basis of adhering to traditional services, it deliberately seeks innovation, promotes characteristics, and strives to achieve meticulous and meticulous service. A home-like service realm.

In terms of catering, Sanya Lijing Bay Hotel operates with integrity and puts forward the quality service slogan of "If you eat comfortably, I am happy; if you are satisfied, I am happy"; in terms of room service, floor Establish a guest analysis table, and through analysis and sorting, understand and master the requirements of different guests, and provide advanced and meticulous services so that guests will feel at home as soon as they step into the hotel; a switchboard system has been formulated for front office services A complete set of standardized language for operators, wake-up service and standardized language for internal and external calls, etc., thus ensuring the quality of call traffic? Through the Service Star Competition, employees are inspired to smile and be polite throughout the entire work process, and restrain their behavior with professional ethics. Standardize, so that the hotel's service quality can be continuously extended and improved on the basis of four-star standards, so that thoughtful service can bring sunshine-like warmth to guests and infect the hearts of every guest.