Why do employees have insufficient understanding of the hotel's reward and punishment mechanism?

The essence of excellent service is a habit of hotel staff. The hotel conducts a series of trainings, with the ultimate goal of cultivating employees to form good service habits. Quality service is an abstract concept with many different definitions, even if employees know it by heart, it is meaningless. Hotels should break down the big goal of quality service into different small goals and provide concrete and feasible operational guidance for employees. Otherwise, quality service will always be just a grandiose empty talk.

This paper attempts to provide a self-cultivation blueprint with clear purpose, clear specification and easy operation for hotel employees. This picture can't exhaust all the things that hotel employees should know and do, but as long as employees can develop the following habit of 10, this employee must be an excellent employee. If all hotel employees can form these habits, this hotel will definitely become an excellent hotel.

The first habit: employees must know the hotel's goals, values, beliefs and their scope of work.

The goal of the hotel can only be achieved through the efforts of all staff. Goals that only management knows are goals that have no foundation. What employees need to know most is the expectations and requirements of the hotel. Their knowledge and understanding of these goals directly affect the service quality of the hotel. Therefore, every employee has the obligation to know the goal of the hotel, and should further understand the work related to employees in various hotel strategies formulated around this fundamental goal.

The second habit: employees must call their guests by their first names as much as possible, anticipate and meet their needs, and send them off warmly and cordially.

Calling guests by their surnames shows respect and concern for them. Meeting the needs of guests is the basic requirement of service, but if you want to feel at home, you must constantly sum up in practice, foresee the needs of guests, and take the initiative to help guests solve their difficulties when they don't propose or think it is extra service. Similarly, don't forget to do a good job of seeing the guests off and send them away kindly, so that the whole service process is over.

The third habit: employees should not use guests' facilities and equipment during working hours. Whenever and wherever, actions should put customers first.

Employees should cultivate hotel awareness. Hotel consciousness means that the words and deeds of hotel employees should have the professionalism and demeanor of hotel employees. Should do:

Politeness: When you meet guests and colleagues, you should say hello and ask the guests if they need help.

Three lightness: walking lightly, speaking lightly and operating lightly. Quiet: When there are guests, you should stop the internal dialogue and pay attention to the needs of the guests. If you are talking to another guest or talking on the phone, you should greet the guest with your eyes. Because work requires passengers to keep quiet when using the elevator, don't talk loudly to colleagues or other guests.

Avoidance: when cleaning the guest room, if the guest returns to the room, he should take the initiative to ask whether to disturb the guest and take the initiative to avoid it.

Courtesy: When guests use the public facilities of the hotel, they should be polite and give priority to them. For example, let the guests get out of the elevator first, and let the guests go first in the corridor.

Convenience: Service is for the convenience of guests. Hotel attendants should not inconvenience their guests by serving them. For example, when cleaning public toilets, if there are guests who want to use them, let them use them first and then continue cleaning; Guests should not arrange waxing of the lobby floor during peak hours; Guests should not clean the elevator first when using it; Accompany the guests to the destination in the hotel, not just give them directions, and so on.

The fourth habit: be sure to smile at the guests and employees within 3 meters in front of you, so that the guests on the phone can hear your smile.

Smiling is an important habit of hotel staff. Smiling will not only bring joy to guests, but also resolve their dissatisfaction. We not only ask employees to smile at the guests, but more importantly, make smiling a part of employees' lives.

The fifth habit: in order to meet the needs of customers, make full use of the power given to you by the hotel until you seek the help of the general manager.

Meeting customers' needs is the source of hotel profits. As long as it meets the needs of guests, employees should have confidence in their own judgment and use the authorization of the hotel to solve the difficulties of guests. When necessary, don't be stingy to seek support and assistance from colleagues and superior managers in other departments until you bravely seek assistance directly from the general manager. Hotel managers should encourage and cultivate this spirit and courage of serving customers wholeheartedly.

Sixth habit: employees must constantly understand the shortcomings of the hotel and put forward your suggestions for improvement to make the service and quality of the hotel more perfect.

Any hotel has numerous shortcomings. Only by continuous improvement can the hotel adapt to the ever-changing competitive environment. Hotel management should create an open environment for employees to eliminate fear, and treat any employees' opinions and suggestions with the attitude and way of treating guests' complaints.

Seventh habit: communicate actively and eliminate prejudice between departments. Don't put the blame on other departments or colleagues. In the workplace, don't make negative comments on hotels.

When guests express their opinions, it is not uncommon for employees to shift the responsibility to other colleagues or other departments, or even to leaders. They don't understand that what the guests consider is not which department of the hotel and who should be responsible, but the hotel should be responsible. This shirking attitude of employees will make the guests more dissatisfied and further damage the overall image of the hotel. Therefore, it is necessary to distinguish the service inside and outside the hotel. Responsibilities should be clearly defined internally and the overall image of the hotel should be maintained externally.

Eighth habit: treat every guest's complaint as an opportunity to improve service. Listen and take the fastest action to solve the guest's complaints and ensure that the complaining guests are appeased. Make every effort to regain the trust of the guests.

Employees must realize that no guests are willing to complain.

Employees should regard every complaint of the guests as an opportunity to retain the guests, and must do everything possible to respond quickly and solve the problems in order to regain the confidence of the guests in the hotel.

The ninth habit: the uniform should be clean, tidy and fit, the shoes should be polished, the gfd should be upright and generous, and the post should be confident.

When employees take up their posts, they are full of energy, neat and confident, which not only expresses their attention and respect for the guests, but also fully demonstrates the image and management level of the enterprise. Self-confidence comes from the ability to control the work, satisfaction and related knowledge. Only confident employees can be proud of their work, and confident employees can be respected by guests.

The tenth habit: take good care of hotel property, and repair the hotel equipment and facilities as soon as possible.

Not caring for hotel assets is equivalent to increasing the cost of hotel operation. Without maintenance awareness and timely maintenance, the new hotel will soon become obsolete. Hotels don't have to pursue luxurious decoration and decoration, but they must have intact and constantly updated equipment, and employees should strive to create a pleasant stay environment for their guests.