Importance of Details in Hotel Service Management

First of all, the success of hotel management is based on the management details in place.

Hotel is a typical labor-intensive industry, and hotel management can be said to be composed of a large number of details, which constitute the basis of service quality. If you don't realize the importance of detail management, you will not only lose "watermelon" but also find "sesame" in hotel management.

1. The details in place depend on the change of ideas. The same question will draw different conclusions from different angles, and the view on details depends on the manager's ideology and the manager's observation, insight and ability to analyze problems. Therefore, only by changing ideas can we pay attention to details and grasp the overall situation through details. Management does not pay attention to the quality of employees' meals, which may lead to a serious problem of a large number of employees losing.

2. Strategic decision comes from detailed analysis. Strategic and tactical decisions are made through the analysis of clues. Management decision-making is also the result of analyzing market signs, trends and details in daily management. If you are not good at analyzing details, you can't make the right decision.

3. Hotel management is nothing serious. Only by doing small things well can great things be achieved. The quality of service depends on the meticulous work. Only when the service details are in place can guests feel the existence of the service and the hotel can realize experiential marketing. In the management of every detail, the level of management can be shown in the nuances. Only by doing small things that ordinary people don't pay attention to can we distinguish our hotel from other hotels, because all hotels are similar.

Second, the attitude towards details determines the quality of the hotel.

Quality of enterprise is the quality of enterprise's self-survival, self-improvement and sustainable development as an organism. The hotel's quality is manifested as a profit-oriented enterprise whose products and services meet the ever-changing needs. As the collective quality and systematic quality of an organization, the quality of its team and culture is the pursuit of mission and ultimate goal. From the concept of quality of enterprise, we can see the relationship between the success or failure of hotel management and detail management.

1. The leadership ability of the management is reflected in the detail management. As Brunotti said, "An entrepreneur has a clear business philosophy and an infinite love for details". Managers of enterprises can't be hands-on, but they must be good at observing and have the ability to solve detailed problems and become role models for employees. Only in this way can the work of enterprises be truly meticulous.

2. Ignore the details of the hotel cost. The work of a hotel is a link composed of details. If a detail goes wrong, this link will deviate from the center or even break. A delicious dish is decorated with coriander leaves, but there are yellow leaves or black leaves in the coriander leaves, and the aesthetic feeling of the dish will suddenly drop. A cigarette butt littering may turn the hotel into ashes, and a wrong pricing may lose a market!

3. The gap between similar hotels is composed of details. The function of the hotel is the same, and there is not much difference between similar hotels. However, operators and consumers can clearly identify A, B, C and D, and the basis of this identification is the difference in details. For example, the Wang Fu Hotel and Lido Holiday Hotel in Beijing, guests can tell clearly from any angle.

4. Success comes from the accumulation of details. The success of the hotel depends on the accumulation of details, which is the embodiment of daily work flow, service regulations and service standards, especially the solution of individual cases. Success or failure depends on details. Only by doing a good job can you succeed, otherwise you will lose a lot because of small things.

Third, the essence of hotel detail management

The biggest thing in hotel management is safety, that is, the safety of hotel and guests' personal property, and safety work is composed of details, from the establishment and implementation of the system to the maintenance of equipment, the whole process constitutes safety management. Therefore, the essence of detail management is to do every job creatively.

1. Hotel details management is an innovation. Hotels all over the world are consistent in functional settings, and the difference between them is the subtleties that are ignored by ordinary people and well done by managers. These nuances are the result of innovative thinking and careful observation. Especially in management, whoever can change it and do it well is an innovation.

2. Detail management is the embodiment of management art. Management is not only a science, but also an art, and detail management is the embodiment of management art..

3. The hotel must form a quantitative system of detail management. In hotel management, the pursuit of details is endless, but it can be measured. The measure is to formulate corresponding standards and norms to form a quantitative system of hotel management. For example, some hotels have clearly defined quantitative indicators such as cleaning interval and cleanliness for the sanitary management of lobby bathrooms.

4. Detail management is the requirement of meager profit era. The market competition is becoming increasingly fierce, the profit space is gradually narrowing, and the economy has entered the era of meager profit. The hotel market is no exception, and every operator feels the pressure of falling profits and shows an accelerating trend. Therefore, how to increase profits and how to maintain the existing profit rate has become a concern of operators. Leo Bell, a British industrialist, summed up the main points of making money in the era of meager profit as the six-character rule of "prediction, difference and innovation", whose core is to emphasize the role of detail management in improving the competitiveness of the hotel market.

Four, the implementation of zero defect service strategy is the main form of detail management.

Zero defect service is the service concept, and detail management is the working principle. Only by adhering to this policy can this concept be implemented.

1. Market competition requires hotels to emphasize details and provide perfect service. Market competition not only makes profits tend to be smaller, but also makes services tend to be perfect. In this environment, spoiled consumers are very picky. Without the concept of zero defect service, it is impossible to provide perfect service and hotels will lose customers and market share.

2. Carefully discover and immediately respond to customers' needs. The demand of customers is dynamic and developing, which makes enterprises always in a passive position. In order to change from passive to active, we must provide services that meet customer requirements in detail and narrow the gap between hotel products and customer needs.

3. Pay attention to details, and pay attention to the purpose and pertinence of each service. Purpose is the purpose of service, and pertinence is the key to satisfy guests. The service of the hotel is to meet the needs of customers and realize the value of the hotel in the process of service. Therefore, the value of the hotel should be connected with the value of customers to form a value alliance. To do this, it is necessary to provide targeted services for every customer.

4. Considering the psychological details of customers, the service is up to standard in the first time. Hotel service is an interactive behavior, which can only be provided when guests come. This service is a process and experience that can be repeated, but the first impression and the first experience determine the satisfaction of the guests. Therefore, hotel staff should strive to make customers feel good in personal appearance, courtesy, tone and expression, service efficiency and many other details, so as to "intensively cultivate" the hotel and win the recognition of customers.