RTV or hotel job responsibilities and management system

The hotel should not only treat guests as leaders and give full respect, but also treat guests as friends and give full understanding, tolerance and attention. Specifically, the following four points should be done.

1. Fully understand the needs of guests

Only by fully anticipating and accurately grasping the needs of guests can it be possible to provide comprehensive and thoughtful services.

2． Fully respect the rights of guests

3. Fully understand the guest’s faults

4. The basic principle of hotel management is to improve guest satisfaction

Guest satisfaction refers to the feelings, impressions and evaluations received by guests after enjoying hotel services. It is the ultimate embodiment of hotel service quality and therefore the key to hotel service quality. Guest satisfaction depends on whether the hotel service content is suitable and meets the needs of the guests and whether it brings enjoyment to the guests. This is an issue that every hotel employee must pay attention to.

(2) Awareness of high-quality service

What hotels provide are not necessities of life, but luxuries. Therefore, hotels should pay attention to details, pursue perfection, and make the hotel's tangible and intangible products into high-quality products, so as to provide services that impress guests.

1. Understand the mentality of guests

Hotel guests are not professionals, but free people who pursue enjoyment, and they are face-loving people with a sense of superiority. Therefore, they are often self-centered, and their thinking and behavior are mostly emotional. Their evaluation of hotel services is often very subjective, that is, they judge based on their own feelings. To this end, the hotel's high-quality service must first be full of humanity. The specific requirements are as follows:

(1) Give guests a sense of family affection. See the spirit in the details.

(2) Give guests an understanding.

(3) Give guests a sense of pride. "Give enough face, earn enough money." This can be said to be the way for hotels to make money.

2． Meet guest needs

As we all know, guest needs are diverse and changeable, but as consumers, we must have the same needs. In order for a hotel's services to impress guests, it must meet their unique needs. According to service marketing theory, low cost, taste and high quality are the common pursuits of hotel guests. The services provided by the hotel should not undermine the guest's identity, but should highlight and enhance the guest's identity and status.

3. Exceed guest expectations

To impress consumers, satisfaction is not enough, you must also surprise them. Make guests feel respected and cared for when staying at the hotel, so they are willing to become loyal guests of the hotel.

4. Achieve service goals

Of course, excellent service is for guests, but if excellent service cannot produce excellent benefits, it cannot be regarded as high quality for the enterprise. Because guest satisfaction is not the ultimate goal of service, it is the way and means for the hotel to obtain excellent benefits.

(3) Awareness of teamwork

Awareness of rules. To ensure the normal operation and combat effectiveness of the team, there must be clear rules.

(4) Continuous innovation awareness

Hotel service is a highly substituted product.