Hotel service experience [two articles]

# Experience # Introduction The so-called experience is the experience and sentiment in work or study, which can also be called experience. "Experience" is a daily applied style, which belongs to the category of argumentative writing. The general length can be long or short, and the structure is relatively simple. The following is "Two Experiences in Hotel Service" compiled by KaoNet, for your reference only. Welcome to reading.

Tisch

First of all, I am very grateful to XXX Hotel for giving me a good learning opportunity and platform, and also thank my colleagues for their help and support. I joined Fu Jia Hotel on April 30th. Although the time is not long, I really feel that I have learned a lot, been greatly inspired and produced a lot of experience.

Hotel industry is a complex system with many management departments. For newcomers, I think going deep into the scene should be a quick learning method. The purpose of going deep into the scene is to effectively control the first-hand information. How the work arranged by the hotel is carried out can only be known by going deep into the scene. For example, analyzing and summarizing other information in time makes the work more targeted and effective, which is also an important embodiment of the implementation, management and inspection of managers. On the contrary, I know little about the situation after the work arrangement, and over time, my business ability will be greatly reduced.

Pay more attention to details. Paying attention to details means paying attention to the quality of customer service. First of all, we should have the ability to find and solve problems, carefully observe every detail of customers' gestures, smiles, words and deeds, dresses and so on, so as to make the service concept beautiful, and correct the problems in time when found; Secondly, play a good role as an example, starting from the details of your own requirements, ask to go to the scene and serve the scene. Thirdly, through communication, exchange and improvement, the service concept will be improved, and the personalization and affection of customer service will be constantly reflected in the details, and the service will form the transmission of affection, and the details will be integrated into the bit by bit service, so that guests can truly feel affection, pleasure and surprise, and the details will play a valuable role.

Solve problems quickly. The hotel industry encounters all kinds of problems every day, 365 days a year. It is business ability, communication and coordination ability and sense of responsibility to deal with or solve various problems quickly.

The embodiment of sense of mission is also the most direct embodiment of work efficiency in implementation. If the problem is handled quickly, the work efficiency will be high, otherwise, the work efficiency will be low.

Through this short study, I have a deeper understanding of the hotel, really feel the vitality and charm of the hotel, and also feel the obligation and service consciousness as a hotel employee! In the future work, I will apply what I have learned flexibly to the hotel work and truly be a satisfied employee of the hotel. I firmly believe that, with the joint efforts of all of us, Fu Jia Hotel will surely create more glories!

extreme

In people's conventional impression, the understanding of hotel service is generally limited to intangible service behaviors such as professional quality and service attitude of service personnel, but I don't know that tangible physical products such as hotel surrounding environment and infrastructure construction are also important components of hotel service.

The Hengda Hotel in Qingyuan where I am located is such a hotel with both tangible products and intangible services. In the daily operation, the hotel meets the needs of the guests, solves the problems and difficulties of the guests, and creates value and profits through such perfect service.

Hotel service not only means that the hotel only needs to provide the most fundamental use value for the guests, but also needs to provide some necessary promotional services in addition to meeting the basic needs of the guests, and even provide extra and value-added enjoyment for the guests, so that the guests can get unexpected surprises. It is worth noting that the service personnel provide services for the guests and the effective interaction between the guests and the service personnel. After ensuring the most basic core service, the extended support service of Evergrande Hotel is worthy of recognition, thus forming a virtuous circle between guests and service personnel.

During my five-month internship, I have some humble opinions on how hotels create value through service.

First of all, the hotel must ensure that the service you provide to consumers is of quality. The so-called service quality is the degree to which the hotel relies on equipment, facilities and physical products to provide services to meet the comprehensive needs of guests during their stay in the hotel. Simply put, it is the satisfaction of guests, which is a subjective ideology. Hotel service quality consists of four parts: hardware quality (such as the quality of hotel facilities and physical products) and software quality (service skill standards of service personnel, workers' quality, professional ethics, etc.). ), environmental quality (the natural and human environment in the hotel) and perceived quality (the comparison between the guests' expectation of service quality and the service quality they have experienced). Evergrande Hotel has done quite well in the first three basic components, but it really needs to be strengthened in the final perceived quality, which requires consumers to establish a correct attitude, and also poses some challenges to service personnel in the process of communicating with guests.

Secondly, hotels should strive to improve their own service quality on the premise of ensuring service quality. First, the hotel marketing department can strengthen the research content of the market and identify the needs of customers, which is called. Second, we must adhere to the adaptability and moderation of service quality, which is an unchangeable basis. Third, it is also a continuation of the previous stage, ensuring that hardware facilities meet the standards of quality service. Fourth, establishing an effective employee incentive mechanism may get twice the result with half the effort. Fifth, reasonably adjusting customers' expectations of the hotel is part of the problems faced by Evergrande Hotel. Finally, it is necessary to maintain the consistency of external publicity and internal management.

Finally, hotels will inevitably encounter some problems in the course of operation, which need managers to solve with good methods and strive to minimize losses. Here we will introduce PDCA of service quality cycle. Simply put, it is to analyze the plan to find out the reasons, strictly implement the plan content, check the implementation effect, and consolidate the measures to carry out or continue to solve. Personally, I think this method is very helpful to solve the hotel problem.