Traditional Culture Encyclopedia - Hotel accommodation - What services in the hotel are not very user-friendly?
What services in the hotel are not very user-friendly?
1. Forgot your first priority: solving customer problems and satisfying customers.
No matter what level of management personnel, when they are at the service site and discover problems in the service, they should fill in the gaps, coordinate all parties, properly handle the problems on site, and satisfy the guests. However, some managers Not so.
2. Lack of strict management and lack of strong will to maintain quality standards.
Maintaining the hotel's quality standards, providing services according to designed service procedures, and preventing deviations are one of the main responsibilities of service on-site supervision. The effectiveness of supervision has a lot to do with whether managers have a strong desire to maintain hotel quality standards.
In fact, managers’ weak sense of responsibility is the direct cause of many quality accidents.
3. Supervise without guiding and forget the principle of continuous improvement.
Hotel quality management should implement the principle of continuous improvement. When managers are on site, they must not only effectively supervise the work of employees, but also provide practical guidance to subordinates to improve their work. Many managers also often patrol the service site, but they have lost their sensitivity and become dull after being in the orchid room for a long time without smelling the fragrance, or staying at the abalone shop for a long time without smelling the smell.
4. He only acts as a judge and lacks a comprehensive design of his role.
Mobile management is emphasized in hotel management, but what should be studied more is how to move around. Some managers, when on the scene, only find faults with their subordinates, reprimand and punish them, and are just acting as judges. It is necessary to discover problems and punish those who violate disciplines. It is an important part of on-site management. But it may not be appropriate to think that it is the entire content of on-site management. A manager at any level is a leader. The leader's responsibility is to lead, guide, and promote so that subordinates can do their jobs well. Management is the work of letting others do their jobs well. Therefore, it is at least as important for managers to be at the scene, discover heroes and heroic stories, and promptly affirm and praise them as discovering problems.
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