On how to embody personalized service in hotel room service

To provide high-quality services for guests, we should not only stay in standardized services, but also reflect in deeper personalized services. Keywords: room service personalized service text: personalized service is customer-oriented, and different service methods are adopted according to the levels and needs of different guests. With the progress and development of society, people have higher and higher requirements for comfort. They constantly put forward new requirements for hotel services. Therefore, after standardizing the universal personalized service, hotels should actively seek new personalized services to meet the changing needs of guests as much as possible. Service personnel should understand the truth that customers are the most valuable assets of the hotel. Without customers, there would be no hotel industry, so whether customers are satisfied is very important for service personnel. This requires the waiter to approach the guest actively with a strong sense of service, understand the guest, put himself in the guest's shoes and try to figure out the guest's psychology, so as to provide services in a targeted manner. For example, in order to meet the needs of business guests, you can set up a "special floor for business passengers" in room management; A "women's toilet" that provides special needs for female tourists engaged in official business; According to the characteristics of "disabled passengers", the facilities provided are convenient for passengers to enjoy hotel facilities and services. We can even open a "non-smoking room". Smoking is harmful to health. For the health and environmental protection of customers, some hotels have opened non-smoking rooms and floors. Hilton Park Road Hotel in London calls smoke-free floors "clean air areas". Put up a notice board in a conspicuous position in the room to warn tenants and visitors not to smoke; A tray of candy is usually placed where the ashtray is placed, and a note will be posted on the tray to remind guests that this is a non-smoking room. The hotel also requires decoration workers not to smoke on site and stipulates that room attendants are not allowed to smoke. The establishment of non-smoking rooms is not only convenient for non-smoking guests, but also does not offend smoking guests, which is worth learning. The times are progressing, and more people will choose "family travel". According to the demand characteristics of family tourists, the hotel can transform the traditional single room and double room into a suite with reception room, and the suite is equipped with common household stoves. Compared with the superior suite, the new suite is more practical, not extravagant, moderately priced and easy to use, and will surely become the first choice for family tourists. In this regard, our domestic hotels can learn from some foreign hotels, and there are also special wedding celebration halls and beauty rooms to serve newlyweds and their families who hold weddings in hotels. To improve the personalized service of hotels, we can also start from the following aspects: 1. Establish a refined customer file to record the names, hobbies, eating habits, living habits and other data files of the guests who come to the hotel for consumption, so that the guests can give special care when they come to the hotel again. 2. Remember the guests' names and call them by their first names, so that the guests feel that they are valued, thus generating pride and satisfaction. For example, Jin Yong stayed in a hotel, and the doorman of the hotel called him a hero, which gave Jin Yong an unexpected surprise and left a deep impression. 3. Learn to observe the emotional changes of the guests, and the waiters will improvise and provide flexible services. "Think what the guests think and be anxious about what the guests are anxious about", help the guests solve practical problems, keep in mind the purpose of "meeting the needs of the guests is our fundamental service goal", and do our best to satisfy the guests. 4. Provide unexpected quality service for guests. Personalized service is not a castle in the air, but based on subtle service, it creates opportunities for guests to be surprised, strives for perfection, and pushes some inconspicuous details to the extreme. One day, Xiao Li, the room attendant, was cleaning the room and found a crease between the two pillows where the guests were resting. Xiao Li thought that maybe the guests thought the pillows were short, so they stacked them together and used half of them at the same time. After confirming his own judgment, with the consent of the foreman, Xiao Li added two pillows to the guests. The next day, when the guests saw Xiao Li who came to clean the room. He asked, "Why did you change my two pillows for four!" " Xiao Li was a little panicked and quickly said, "Sir, I'm really sorry. If you don't like it, I'll leave at once. " The guest immediately smiled and said, "Miss, how do you know that I think the pillow is short?" Xiao Li was relieved and told his thoughts back and forth.