How to provide personalized service for hotel rooms?

Personalized service is the need of competition and social development. With the rapid development of the hotel market, consumers' demand for hotel services is constantly changing, and the demand for personalized services has become prominent, which largely reflects the service quality of an enterprise. Some large hotels have taken personalized service as an important means to improve service quality.

On the premise of high-quality core services,

Hotels must meet the most basic needs of customers with high-quality core services, and only on this premise can they provide personalized services. Abandoning the core service quality and talking about personalized service is putting the cart before the horse, which is impossible to meet the requirements of guests.

According to the needs of the guests,

Under the market economy, ignoring the needs of guests is tantamount to digging your own grave. We must constantly study the needs of the public in the target market and take "meeting all the legitimate needs of guests" as the criterion, in order to finally win the market. This requires hotel staff to truly understand the needs of the guests, think what the guests think, and take "sincerity" as the foundation.

Consistent with the hotel's business direction,

The hotel strives to provide guests with comfortable accommodation, elegant dining environment and civilized and thoughtful service, and constantly improve the quality of products and services, improve the consumption value of guests and the quality of service they feel, which will help to achieve the hotel's business objectives.

Reflect the characteristics of the hotel,

Hotels should clarify, tap and develop their own advantages and form their own operating characteristics. Personalized service can leave a deep and unique impression on guests and achieve good marketing results.

Pay attention to social benefits,

To provide personalized service, we should give consideration to both economic and social benefits, pay attention to China's national conditions and conform to ethical standards, and the hotel should resolutely resist the unhealthy requirements of its guests.

Basic concept of personalized service in hotels

The diversity of customer needs determines the diversity of personalized service. Hotel operators should be good at discovering the needs of guests, aiming at the characteristics of a certain target market segment and the personalized requirements of some guests, and make use of their own conditions to provide personalized services with hotel characteristics.

Standardized service is not enough to make customers happy when they come and satisfied when they go home. Only by gradually developing and providing personalized services on the basis of standardization can we surprise our guests and make them feel at home, so as to "stay and forget to return". The following are several service examples for your reference.

1 When most guests have a rest at night, they like to draw the sunshade curtain in the guest room, so that they can sleep soundly. Therefore, the room service procedure stipulates that the room should be turned on for the night. However, some guests often sleep until dawn because of the fatigue of a day's work. In order not to affect the busy work the next day, they want to leave a gap in the middle of the sunshade, which requires careful waiter to observe and judge and provide satisfactory service for the guests in the turndown service.

When the waiter cleaned the room in the morning, he found that the guests covered the bed cover that had been folded when they turned on the bed at night, and then looked at the air conditioner at 23℃. At this time, the waiter immediately took the initiative to add a blanket to the guest, and told the middle shift and the night bed waiter to adjust the temperature to about 26℃.

When the waiter cleaned the room for the guest, he found that the guest's electric razor was placed on the countertop of the bathroom and squeaked, and the guest was not in the room. The guest may be in a hurry to go out because of something, and the waiter should take the initiative to turn off the razor switch for the guest.

Personalized service is the need of competition and social development. With the rapid development of the hotel market, consumers' demand for hotel services is constantly changing, and the demand for personalized services has become prominent, which largely reflects the service quality of an enterprise. Some large hotels have taken personalized service as an important means to improve service quality.

Principles of personalized service provided by hotels

On the premise of high-quality core services,

Hotels must meet the most basic needs of customers with high-quality core services, and only on this premise can they provide personalized services. Abandoning the core service quality and talking about personalized service is putting the cart before the horse, which is impossible to meet the requirements of guests.

According to the needs of the guests,

Under the market economy, ignoring the needs of guests is tantamount to digging your own grave. We must constantly study the needs of the public in the target market and take "meeting all the legitimate needs of guests" as the criterion, in order to finally win the market. This requires hotel staff to truly understand the needs of the guests, think what the guests think, and take "sincerity" as the foundation.

Consistent with the hotel's business direction,

The hotel strives to provide guests with comfortable accommodation, elegant dining environment and civilized and thoughtful service, and constantly improve the quality of products and services, improve the consumption value of guests and the quality of service they feel, which will help to achieve the hotel's business objectives.

Reflect the characteristics of the hotel,

Hotels should clarify, tap and develop their own advantages and form their own operating characteristics. Personalized service can leave a deep and unique impression on guests and achieve good marketing results.

Pay attention to social benefits,

To provide personalized service, we should give consideration to both economic and social benefits, pay attention to China's national conditions and conform to ethical standards, and the hotel should resolutely resist the unhealthy requirements of its guests.

Basic concept of personalized service in hotels

The diversity of customer needs determines the diversity of personalized service. Hotel operators should be good at discovering the needs of guests, aiming at the characteristics of a certain target market segment and the personalized requirements of some guests, and make use of their own conditions to provide personalized services with hotel characteristics.

Standardized service is not enough to make customers happy when they come and satisfied when they go home. Only by gradually developing and providing personalized services on the basis of standardization can we surprise our guests and make them feel at home, so as to "stay and forget to return". The following are several service examples for your reference.

1 When most guests have a rest at night, they like to draw the sunshade curtain in the guest room, so that they can sleep soundly. Therefore, the room service procedure stipulates that the room should be turned on for the night. However, some guests often sleep until dawn because of the fatigue of a day's work. In order not to affect the busy work the next day, they want to leave a gap in the middle of the sunshade, which requires careful waiter to observe and judge and provide satisfactory service for the guests in the turndown service.

When the waiter cleaned the room in the morning, he found that the guests covered the bed cover that had been folded when they turned on the bed at night, and then looked at the air conditioner at 23℃. At this time, the waiter immediately took the initiative to add a blanket to the guest, and told the middle shift and the night bed waiter to adjust the temperature to about 26℃.

When the waiter cleaned the room for the guest, he found that the guest's electric razor was placed on the countertop of the bathroom and squeaked, and the guest was not in the room. The guest may be in a hurry to go out because of something, and the waiter should take the initiative to turn off the razor switch for the guest.

When cleaning the room, I found an armchair leaning against the bed. The waiter found a small plastic sheet on the bed and children's clothes hanging in the bathroom. The waiter can analyze that the mother is afraid that the baby will fall to the ground while sleeping, so she should prepare a crib for the guests and put it in the room.

When the waiter cleaned the room, he found that the sheets, blankets, mattresses and other places were dirty to varying degrees. The waiter immediately realized that the guest had accidentally gone out to play because of eating, so he had to replace all the dirty things, contact the tour guide through the floor supervisor and inform the doctor to treat him in time so that the guest could recover.

The waiter found the thermos bottle open when he cleaned it. I don't know if the guest forgot to cover the cork after pouring the boiling water, or if the guest likes to drink cold boiling water and deliberately opens the cork. Doubts are puzzling and difficult to determine. In order to meet the needs of the guests, the waiter can bring the guests cold boiled water filled with cold water bottles, and at the same time, the thermos bottle will be replaced with new water as usual.

The waiter found watermelon in the guest room. It must be that tourists want to try the local watermelon, and they will never bring a watermelon home all the way as a souvenir. So the waiter should take the initiative to prepare trays, fruit knives and toothpicks for the guests.

The significance of personalized service

Meet personal needs,

Guest demand is the starting point and destination of hotel business activities. The needs of guests are diverse, and their preferences and requirements are often different from hotel regulations. In this case, the service personnel are required to deviate from the standard operating procedures appropriately and provide personalized service flexibly according to the specific requirements of the guests.

Looking for new opportunities,

Where there is demand, there is opportunity. The needs of guests are the source of hotel wealth, and the needs of guests are constantly changing. Hotel operators should constantly study the needs of guests, improve and adjust hotel products and services according to the needs of guests, and create new profit opportunities.

Establish a good image,

This is often an opportunity to establish a good image of the hotel in order to provide personalized service in time and accurately. Just the right personalized service can make the guests really feel the care of the hotel and realize that the hotel puts the interests of the guests first. This shows that the friendly and thoughtful hotel image is deeply rooted in the hearts of guests.

Gain a competitive advantage,

Hotels should provide guests with personalized services that competitors can't easily imitate, which are important to guests and feasible in finance and operation. Establish personalized relationship with guests through high-quality personalized service, form a sense of loyalty to the hotel, and make use of good word of mouth to meet new guests for the hotel to gain a competitive advantage.

When cleaning the room, I found an armchair leaning against the bed. The waiter found a small plastic sheet on the bed and children's clothes hanging in the bathroom. The waiter can analyze that the mother is afraid that the baby will fall to the ground while sleeping, so she should prepare a crib for the guests and put it in the room.

When the waiter cleaned the room, he found that the sheets, blankets, mattresses and other places were dirty to varying degrees. The waiter immediately realized that the guest had accidentally gone out to play because of eating, so he had to replace all the dirty things, contact the tour guide through the floor supervisor and inform the doctor to treat him in time so that the guest could recover.

The waiter found the thermos bottle open when he cleaned it. I don't know if the guest forgot to cover the cork after pouring the boiling water, or if the guest likes to drink cold boiling water and deliberately opens the cork. Doubts are puzzling and difficult to determine. In order to meet the needs of the guests, the waiter can bring the guests cold boiled water filled with cold water bottles, and at the same time, the thermos bottle will be replaced with new water as usual.

The waiter found watermelon in the guest room. It must be that tourists want to try the local watermelon, and they will never bring a watermelon home all the way as a souvenir. So the waiter should take the initiative to prepare trays, fruit knives and toothpicks for the guests.

The significance of personalized service

Meet personal needs,

Guest demand is the starting point and destination of hotel business activities. The needs of guests are diverse, and their preferences and requirements are often different from hotel regulations. In this case, the service personnel are required to deviate from the standard operating procedures appropriately and provide personalized service flexibly according to the specific requirements of the guests.

Looking for new opportunities,

Where there is demand, there is opportunity. The needs of guests are the source of hotel wealth, and the needs of guests are constantly changing. Hotel operators should constantly study the needs of guests, improve and adjust hotel products and services according to the needs of guests, and create new profit opportunities.

Establish a good image,

This is often an opportunity to establish a good image of the hotel in order to provide personalized service in time and accurately. Just the right personalized service can make the guests really feel the care of the hotel and realize that the hotel puts the interests of the guests first. This shows that the friendly and thoughtful hotel image is deeply rooted in the hearts of guests.

Gain a competitive advantage,

Hotels should provide guests with personalized services that competitors can't easily imitate, which are important to guests and feasible in finance and operation. Establish personalized relationship with guests through high-quality personalized service, form a sense of loyalty to the hotel, and make use of good word of mouth to meet new guests for the hotel to gain a competitive advantage.