Hotel Management: How to Improve the Service Quality of Hotel Rooms

The guest room is the main part of the hotel and the main place for guests to live in the hotel. Housekeeping department should not only ensure that the house is always new, clean and comfortable, but also provide vivid and effective services according to the psychological characteristics of the guests during their room life, so as to meet the needs of the guests and make them return home satisfied. (1) Psychoanalysis of the basic needs of guests 1. The first concern of guests when they come to the guest room is the sanitary condition of the room. Because the articles in the guest room are used by thousands of people, every guest is very sensitive to the articles in the guest room, and they require the articles in the guest room to be clean and hygienic. 2, seeking comfort in the hotel guests hope that the room can provide comfortable rest conditions and feel at home. The guests who want to live safely in the guest room attach great importance to their property and personal safety. They hope that the guest room is a safe place and will not be disturbed. They don't want some secrets of their hotel to be leaked. (II) Corresponding service behaviors in room service According to the service psychology of guests, room service should provide the following corresponding services: 1. Clean the room well. 2. Effectively improve the guest room environment order. Do three things lightly: walk lightly, act lightly, speak softly, and develop good professional habits. 3. Ensure standardized services and provide personalized services. Personalization is to meet the psychological needs of guests to be respected from the subtle service. (1) initiative and enthusiasm; (2) Smile service; (3) politeness; (4) be patient and meticulous. Personalization also requires careful understanding of the different needs of guests and active service. Careful and thoughtful service is an effective way to win the favor of guests. (3) Procedural service flow As the saying goes, there is no Fiona Fang without rules. From knocking at the door, asking for guests' opinions to cleaning when guests go out, looking around, checking the process of turning off the lights and locking the door, to daily planning, sanitary arrangement and inspection standards. , the hotel has developed a detailed standardization process and posted it in the main workshop. Of course, guests have different needs, and waiters should also master the randomness and flexibility of customer service. They should think what the guests think and provide services for their convenience and satisfaction everywhere. These procedural regulations will achieve twice the result with half the effort.