How to do a good job of hotel quality management according to local conditions

At present, the competition in Linping hotel industry is very fierce, and all star hotels attach great importance to hardware investment. But "laymen watch the excitement, experts watch the doorway", a hotel depends not only on how stylish the decoration is, but also on whether it is people-oriented and whether it can provide services that exceed the expectations of guests. To put it bluntly, it is called service quality. As a hotel manager, knowing how to provide first-class star service for guests is the entrance. In order to improve the service quality of star-rated hotels within its jurisdiction, the Quality Supervision Institute of Yuhang District Scenic Tourism Bureau often organizes quality inspectors of hotels within its jurisdiction to study abroad to improve the service quality of its own hotels. However, in the follow-up work after the exchange, how to replace one's hotel with others' strengths is a problem worthy of consideration by the inspectors.

The service concepts of the above two hotels are as follows: Howard Johnson Ningbo Hotel aims to win the recognition of guests with "efficient and perfect" service; Qingdao Seaview Garden takes "family service" as its gold business card. Both hotels have made great efforts to improve the quality of hotel services, so that guests can leave good memories and even become a story to tell. For example, the concept of VIP is often said in our hotel industry. Only some guests in most hotels can become VIP, but Howard Johnson Ningbo subverts the concept that VIP treatment can only be enjoyed by some guests. For this hotel, every guest is a VIP. Even if you are staying for the first time, when you step into the hotel lobby, the hostess will warmly welcome you and provide you with luggage service. When you arrive at your room, you will find that welcome fruits and snacks are ready for you. What's even more amazing is that at 10 in the evening, the hotel will provide all kinds of delicious and healthy porridge snacks for every hotel guest. On the premise of meeting the quality requirements of star-rated hotels, we will provide guests with a perfect check-in process and make the service quality of Howard Johnson Ningbo perfect.

For example, Howard Johnson Ningbo Hotel delivers snacks to guests at night, or Qingdao Seaview Hotel provides free car washing services for every guest who comes to the hotel for consumption, which only highlights the small aspects of these hotel management concepts and does not need to be copied. How to effectively quote their service quality concept and innovative measures is what we Yuhang hotel people will do next. For example, Tiandiren Hotel found that it could use the free time of security guards after midnight to clean the cars of overnight guests in the parking lot, immediately began to purchase cleaning equipment, and mobilized security guards to provide cleaning services for guests from the beginning of the year. At the same time, some clothes drying equipment was made by using the broad platform on the fifth floor of the hotel. The room attendant cleaned the dirty clothes in the room and took them to the platform to dry. When it rains, he uses special equipment to dry clothes. By learning and improving other people's service models, we have been well received by our guests.

Learning from others is a road to development, but we should have our own ideas and innovations to form our own characteristics and highlights. Tiandiren Hotel provides value-added services for guests from the details, such as providing high-end brand toiletries and bath products for guests; In order to facilitate guests to surf the internet in bed, a network interface is set up at the bedside; A special shower seat that can be lifted is installed on the wall of the shower room, so that guests can sit comfortably and wash away the fatigue of the day … and so on. In the internal management of the whole hotel, the "optimized" management mode is introduced and the internal audit work is done unremittingly. Now, the hotel's unified background area and bright and tidy guest area have amazed hotel management colleagues inside and outside the province. The hotel's catering department and housekeeping department also won the titles of Zhejiang A-level catering unit and Zhejiang A-level public place respectively. Letters of commendation from hotel guests, as well as the evaluation of professional travel networks such as Ctrip. It truly reflects that the service quality of Tiandiren Hotel has been significantly improved.

A wise man corrects his own mistakes through the mistakes of others. I think the words "people-oriented, adapting to local conditions" can be added to the front, so as to truly solve the problem of hotel quality management.