What is the soul of hotel service industry?

Luxury hotels have blossomed everywhere in Chinese mainland, and this wave has flooded into third-and fourth-tier cities from first-and second-tier cities, and even reached counties and towns in some rich areas. However, what is worrying is that the management and service of the hotel industry have not improved at all. Those hotel brands which belong to the top luxury positioning abroad and are famous for their top-end services have lost their legendary aura after opening in China. For hotel guests, they are just another foreign name. Faced with this embarrassing situation, many consumers and hotel employees are very confused. Why can't you be your own brand? Is it more difficult to manage a hotel than to let Shenzhou VI go to heaven? If not, how to explain that when consumers pay the price of a five-star hotel, they get one-star service or no service at all? What's more, some hotels will make guests complain and fly into a rage? It's not just the hotel industry. Who can provide services that satisfy customers, such as hospitals in China, kindergartens in China, airports and railway stations in China? What happened to the service industry in China? With the strengthening of China's national strength and the improvement of people's consumption level, consumers' expectations for the service industry are getting higher and higher, and the country is also vigorously promoting economic transformation and adjusting the industrial structure, from the industrial structure dominated by primary and secondary industries to the industrial structure dominated by the tertiary industry; From "Made in China" to "Serving China"; We have the right time, place and personnel. What else are we missing? Yes, What is missing? ................................................................................................................................................... ....................... For this reason, in my nearly 20-year career, I have been thinking and exploring, what is the soul of service industry? Because of my work, I am very picky about luxury hotels. Gorgeous crystal chandeliers and gilded furniture are not my concern. I am more concerned about the service mode of hotel staff. I remember once I stayed at the George V Hotel in Paris. If I remember correctly, it is a hotel managed by Four Seasons Hotel Group. One morning, I had breakfast alone in the restaurant. The restaurant is magnificent, with few service staff, but they are all busy serving the guests. At breakfast, I was thinking of going to a meeting later. At this time, a waiter in his thirties came up to me and said politely, "I'm sorry, sir, yours." I instinctively thought he came to ask for coffee or tea, so I didn't react immediately. I looked down, and I didn't know when the strap of the leather shoes had been loosened. I quickly thanked him and tied my shoelaces again. The waiter smiled at me and went to work again. I was so touched that even such a small thing was noticed by the hotel staff! In fact, the highest level of service is to pay attention to your guests and meet their various needs, even those they have not yet realized. The first soul of the service industry is to pay attention to your guests and all the details. Once I stayed in a top international resort hotel, which was located on an island in the Pacific Ocean. The scenery on the island is very beautiful. There are no schools and libraries here, and the airport is small. But I found that the hotel staff are very professional. When I had lunch with the general manager of * * * Hotel, I asked him where he recruited so many high-quality grass-roots employees. He said that all employees are locals on the island and there are no employees recruited from outside. I'm dubious, maybe it was specially arranged by the staff serving the general manager. I want to see how ordinary employees work. That night I ordered room service and specially selected some complicated dishes and drinks from the menu. While watching the young female employee skillfully set the table and serve food and drinks for me, I chatted with her. She said that the island was just a fishing village before the hotel opened, and there was no decent road. In the hotel construction stage, the general manager came to the island and selected a group of young people as employees of the future hotel. He also personally developed training courses to train everyone in the hotel's basic service skills and English, such as how to serve tea and water and how to set the table. The problem is that people on the island don't know what tea is, what kinds it has, and they haven't used these cutlery. I feel very curious, this is simply an impossible task! I asked, "How did you learn these services?" She replied, "The manager asked us to take these tableware home for practice!" " The next day, when I met the general manager again, I asked him, "Your work is unbelievable. You can train these semi-indigenous fishermen who can't speak English into first-class international hotel staff. Do you have any secrets? " On reflection, he said, "patience" and "understanding". I looked at him and thought for a long time. These four words contain too much content. The second soul of the service industry is to care about your employees and give them your patience and understanding. I remember a friend in Europe once invited me to his wife's restaurant for dinner. His wife is a chef there, and the dishes there are not only exquisite as works of art, but also delicious. After dinner, we chatted with his wife. I asked her, how did you learn cooking so well? -Because I know that the most famous chefs in Europe are men. She said that she liked cooking since she was a child, but it seems that it is difficult to make a breakthrough at a certain level. Later, she went to Asia to find inspiration. When studying Japanese cuisine in Japan, she found a famous Japanese master to study. The food cooked by that man is delicious and exquisite, like a work of art, but he is a quiet person, and his disciples can only observe and understand the essence by themselves. Once the chef was in a good mood and drank a few more cups. The foreign apprentice asked him the secret of cooking. The chef said, "If you cook with love, the other person will feel when they eat your cooking. So you should imagine the guests as your family, your lover and your children, so your cooking must be delicious.