The Relationship between Hotel Personalized Service and Standardized Service

Analysis of the dialectical relationship between standardization and personalization of hotel services

Standardization and personalization of hotel services are different from each other, interdependent and mutually transformed. Personalization of service is a necessary preparation for post-standardization of service, which consolidates the achievements of personalized service and opens up a new way for personalized service.

1. Personalization of service originates from standardization and is higher than standardization.

To meet the requirements of personalization of service, first of all, there must be a good standardized service as the premise and foundation. Personalized service must be based on standardized service, the former originates from the latter and is higher than the latter. To talk about personalized service without the basis of standardized service is undoubtedly to seek fish from the wood. However, if we only stay and be satisfied with the standard service and don't develop the personalized service, the management and quality of the hotel will be difficult to go up the stairs.

2. Star hotels and boutique hotels have different emphasis on standardization and personalization of services

(1) Personalized services and standard services have different requirements for different levels of hotels. Generally speaking, high-star hotels pay attention to standardized services, lay a solid foundation, and then carry out personalized services on this basis;

(2) Boutiques should focus on personalized service, strive to achieve high quality and high efficiency, improve hotel service quality, and thus enhance the competitiveness of products.

3. Standardization after personalized service

For some mature personalized services based on standardization, we can gradually establish specifications that meet the requirements of personalized services, that is, post-standardization of personalized services.

(1) Collect and sort out the personal tracking service when the hotel receives guests, and carefully record the guests' hobbies, eating habits, consumption characteristics, and even living habits and hobbies as personal material files of the guests, so that they can be given special care when they stay again.

(2) Managers should strengthen on-site management in their daily work, find typical cases of "personality" from front-line services, and organize managers in various positions to sort them out and form words in different categories after they have accumulated to a certain extent. Its personalized service is worthy of the name that everyone has a personalized file and everyone can get satisfied personalized service.

(3) The system specification will organize, popularize and apply the summarized typical cases to the front-line work, and constantly add, modify and improve them in practice according to the different working procedures and requirements of each post, thus forming systematic and standardized materials as a standard for measuring and evaluating service quality. Service standards should be formulated accurately, which is convenient for service personnel to implement in the service process.