What are the personnel factors that affect the front office service?

in the overall service work of the hotel, the quality of the hotel front office service determines the overall service level of the hotel to a certain extent. On the one hand, the hotel lobby is the general channel of internal and external relations, on the other hand, it is the hub connecting internal and external relations. The front office of the hotel is the most critical link in the overall service work of the hotel. In all the services involved in the internal departments of the hotel, such as catering department and supply department, the front office of the hotel needs to provide consultation and coordinate them according to the specific services, so as to ensure the smooth progress of the overall work of the hotel. Therefore, the front office of the hotel needs high-quality service, which also determines that the front office service personnel should have a comprehensive grasp of various businesses and make accurate judgments on various problems, thus improving the overall service of the hotel.

first, analysis of the concept of quality service

quality service refers to that hotel service personnel should be able to take the market as the guide and customers as the main body as their business philosophy in the process of work. In daily work, a cordial greeting and a warm smile will bring customers a feeling of being at home. Quality service, from an objective point of view, requires concierge to be able to abide by relevant laws and regulations, work according to the norms of the hotel industry and the system formulated by the hotel itself, be customer-centered, create a better service environment, improve richer service content, improve customer satisfaction, and strive to create a warm and generous service atmosphere for customers. In the daily work, concierge should always insist on providing customers with relatively high service quality, relatively high service efficiency and relatively high service level with a positive service attitude and good image. In the service work of hotel lobby, quality service is of certain importance, so it is necessary to improve the satisfaction and trust of hotel customers in daily work, so as to cultivate loyal customers. The quality service of the hotel lobby mainly includes the following aspects: (1) Service consciousness. The relationship between concierge and customer in hotel lobby is a relationship between service and being served. As a concierge in the front office of a hotel, he should be able to improve his consciousness of self-service in the process of providing services to customers. The concierge's service consciousness is a reflection of whether he is conscious of the high service in the front office of the hotel. Service consciousness mainly involves the following aspects: first, in the process of providing services to customers, we should be able to predict the problems that customers may encounter and deal with customers' related problems in time; Second, we should be able to solve all kinds of situations encountered in the service process according to standardized processing procedures; Third, we should resolutely put an end to the problems that should not appear in the service process; Fourth, if the concierge meets special circumstances, he should provide different services according to the different needs of different customers. (2) Take customers as the main body. Taking customers as the main body, in other words, putting customers in the first place and fully meeting their different needs. In the service of hotel lobby, consumers are guests, and concierge is the main body of service. In the service work of the hotel lobby, the concierge should be able to put the customer first, all services should be customer-oriented, all for the sake of the customer, meet the various needs of the customer, satisfy the customer, and try his best to provide the best service for the customer. We should always adhere to the service concept of "customer is God", which means that we should take customers as the center to carry out all kinds of service work, fully meet customers' various needs, strive to satisfy customers, and provide the best service in every service link. At the same time, it also requires the concierge in the front office of the hotel to have a relatively high quality, and to be magnanimous and respectful when providing services to customers.