What does the hotel service quality management system include?

The first talk about the problems existing in hotel service quality.

1. Voice of customers 2. Problems existing in employees. Problems existing in managers. Problems existing in enterprises

The second lecture is about building a quality service team (1)

1. What's the service quality of the hotel? 2. Quality understanding? 3. What is quality service? 4. Laugh at our image (1)

Lecture 3: Building a Quality Service Team (2)

1. Laugh at our image (2). Tell us our image. 3. Wear our image. Step out of our image. 4. Establish a quality service team (3)

1. Change service attitude. Improve the attention to guests (1)

Lecture 5: Building a Quality Service Team (4)

1. Pay more attention to the guests (2). Use the appropriate service language.

Lecture 6: Building a Quality Service Team (5)

1. Help and guide customers. Combine sales and service. Solve the problem politely.

Lecture 7: Managing Customer Expectations (1)

1. What is customer expectation management 2. Factors affecting service expectation. Expectation management of internal customers.

Lecture 8: Managing Customer Expectations (Part Two)

1. Two basic needs of customers. 2. Customer demand forecast. 3. Customer emotional management.

Lecture 9: Managing Customer Expectations (Part Two)

1. Improve hotel customer service satisfaction. Methods of improving and measuring customer satisfaction.

Tenth, improve the service quality management system.

1. Frequently asked questions in quality management system. Composition of service quality management system. Service standard details. Advocate the concept of service.

Lecture 1 1: setting the role goal of managers (1)

1. Establish a service quality system. Form management 3. Practitioners of management systems and standards. Discovers and analysts of quality problems.

Lecture 12: setting the role goal of managers (part two)

1. Supervisor 2. Com 3. Inspirator 4。 partner

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