How to improve hotel service quality

With the increasingly fierce competition in the hotel industry, how to improve hotel service quality has become an important part of maintaining hotel brand and building hotel brand. In addition, the service itself is the main product provided by the hotel, and the highest goal and the most primitive motivation of the service is to satisfy customers. But how to satisfy customers, the most fundamental thing is to improve the satisfaction of employees, so that the service can be better. So how to improve employee satisfaction and work enthusiasm?

Employee satisfaction begins with the recruitment in the hotel industry, and the employee turnover rate should be quite high. According to statistics, the average staff turnover rate of four-star hotels in Shanghai is 22%-23%. Reducing staff turnover and improving satisfaction began at the time of recruitment. The selection of employees should not only have the special talents needed to engage in different positions, but also their personality and values must be consistent with the hotel's own culture. Only by having these two aspects at the same time can employees truly find a sense of belonging. Therefore, before hiring a person, you should spend more time and energy to introduce the hotel culture to him and understand his real feelings here.

Respecting and trusting each other's way of getting along and creating an environment of mutual respect and trust are the most important links to keep employees happy at work. The work of each employee will affect the satisfaction of other colleagues, the satisfaction of guests and the final operation of the hotel. Only by paying attention to every employee will employees regard themselves as the owners of the hotel and respect each other. Every employee's initiative in serving guests should be valued. What the hotel does is to trust them, cultivate them and give them room to develop their talents freely. Trust is what everyone needs. Give every employee enough freedom to be responsible for the hotel. Only by creating an atmosphere of mutual trust, employees can be satisfied with their work, and this trust can be promoted to positive investment in their work, and the loyalty of guests can be improved with high-quality service, which will eventually bring returns to the hotel.

Affirming the personal value of employees According to the hotel survey, the most satisfactory aspect of employees is that "the hotel treats employees as gentlemen and ladies", which gives employees a feeling of being recognized as individuals, that is, their contributions have been fully affirmed and rewarded. This is also the most important reason why they are willing to stay in the hotel and make more efforts. Telling an employee that you have done a good job is completely different from collective praise. If we only praise the collective and ignore the individual needs, then from a psychological point of view, the individual will have a sense of anonymity and be negatively affected. As a manager, we should pay attention to the work of each employee; We should spend more time to know what special things each employee has done and what kind of encouragement and affirmation are needed. Pay attention to collecting your employees' hobbies, and pay attention to them when rewarding them or celebrating their birthdays. This is very important for employees to maintain a positive attitude.

The further improvement of hotels that are always open to communication comes from constantly starting from small things and perfecting the most basic parts. Because it is often only small things that affect employees' emotions, if the communication channels are not smooth and the small things are not paid attention to and solved by the management, it will affect employees' satisfaction and even their professionalism over time.

Matters needing attention

The best way to understand employees' needs and working conditions is to go to each employee's actual working environment, experience their feelings and discuss how to improve them together. Employees are also free to come to the general manager's office and put forward their suggestions and ideas. Encourage every employee to find weaknesses in hotel operations and discuss and solve them.

I believe that if these points are correctly grasped, employees will be satisfied, their work enthusiasm and enthusiasm will be mobilized accordingly, and the service quality of the hotel will be improved accordingly, creating greater profits for the hotel and forming a virtuous circle.