Reflections on hotel management

The real skills of hotel service are seen in the details. "Details determine success or failure" after reading "Details determine success or failure", I feel that they are meticulous and find opportunities for innovation from the details - this is the secret of Wang Yongqing's success. Reflecting on ourselves, we also There is such a problem, not paying attention to details, doing things half-heartedly, not carefully studying and discovering the details of the work, always being careless and just going through the motions. In July, the boss called on the entire hotel to carry out a "customer service commitment" activity, starting from planning. The time for drafting the implementation plan for the customer service commitment activities was very tight, and I was responsible for it. The draft was quickly submitted to the boss for approval. Faced with the "Customer Service Commitment Implementation Plan" written by me, the boss criticized it for the first time. I asked a lot of detailed questions, such as why not make provisions for compensation for breach of promise, why not make provisions for punishment for breach of promise, etc. I felt ashamed at that time, and not working carefully would bring consequences to future activities. A lot of inconvenience. This incident deeply impressed me. Only when you do everything carefully can you find problems and find the joy of work. Small things make big things happen, and details make perfection possible. Zhang Ruimin, President of Haier, said: Simple? Doing every simple thing well is not simple; what is extraordinary? Being able to do every ordinary thing well is extraordinary. The same is true for our hotel management. The service work of the hotel is made by. It is made up of one little thing after another, so our job is to do every simple thing carefully, including carrying luggage for guests, opening doors, pouring drinks... Little things like this also include A lot of knowledge, such as how to open the car door to make it convenient for customers, why to block the door frame with your hands, etc., contains many details of service. The implementation of service commitments so far has been recognized by customers, which includes the work and business of all employees. We should study carefully. Just like our front desk promised to check out in 5 minutes, how much detailed work does it include? The waiter must accurately check the room within 3 minutes, and the cashier must pay the bill for the guest within 2 minutes. The detail work depends on the serious and responsible work attitude and skill training of the employees. Details condense efficiency and details produce benefits. Therefore, if we pay attention to details in our work, we will satisfy our customers