How to do a good job in hotel room service? Talk like a waiter! If it's good, extra points! Be precise and don't waste time!

Hotel is a "people-centered" service enterprise, and what happens every day is basically a story of "people". From the employee's service to the customer and the manager's management to the employee, many affairs faced by the general manager are related to the customer, the employee and the owner. The products produced by the hotel are all products after human labor and service. Therefore, hotel products are different from ordinary enterprises and need to be done with heart, and room service is very important in all aspects.

The room manager must constantly and repeatedly publicize, encourage, urge and spur the employees of the department to turn simple, repetitive and boring work into positive and creative work; Let tangible equipment, facilities and intangible services produce the greatest economic benefits and achieve the expected results.

In order to achieve this goal, we must attach importance to service quality management and start from four aspects:

First, the standardization of service quality.

The housekeeping department stipulates that each bed is equipped with guest supplies, which is one of the standardized management. If the guests staying in a single room are lovers, they will take the initiative to supplement a set of guest supplies for the guests. Individual guests should be persuaded according to the situation, and they cannot unconditionally agree to all the requirements of the guests. We have formulated and implemented the standardized management of goods collection and equipment, which provides an objective basis for solving problems in practical work.

Second, the standardization of service quality.

Standardize according to different levels and standards of customer service. When receiving VIP guests, designate a special person to be responsible, from the inspection of room sanitary equipment, the placement of flowers and fruits, to the making of welcome cards and IC keys for guests before arrival, and the delivery of tea and incense towels to the floor to welcome guests, and the sorting and farewell work has been carried out many times. These are all done in advance. As long as the VIP notice is received, the department attendants and floor attendants will know what to do. The process of transforming management results into recipients.

Third, the service process is programmed.

For example, when we clean the guest room, from knocking at the door to asking for the opinions of the guests, to cleaning and looking around, and then to turning off the lights and locking the doors when the guests go out to check, there are requirements for what to do first, which belongs to the programmer's category. Due to the different needs of different customers, customer service is very random and flexible, which will also bring difficulties to the implementation of room quality management, and often there will be a phenomenon of paying attention to one thing and not working according to the procedural requirements. The waiter can only get something if he thinks of the guests and provides services for their convenience and satisfaction everywhere.

Fourth, the sentimentality of intangible products.

The so-called emotionalization of intangible products is the service of emotional influence. There are many factors that affect the quality of service, but the key is the emotionalization of intangible products, which means that emotional service is brought into sadness. For example, a hotel has eight pairs of Dutch foreign guests at a time, and the reception office specially arranged the Chinese standard room on the eighth floor with strong China characteristics and festive warm colors in the room delivery service; The carpet was thoroughly cleaned before the guests arrived, and the foreign guests were particularly sensitive to mosquitoes. We organized another pest control spray. Place cribs and strollers in guest rooms in advance; All of them are equipped with new towels to create two peaceful and warm family atmosphere, which makes foreign guests feel warm, thoughtful and humanized. The room service center also arranges waiters who understand foreign languages and provide meticulous service for these guests, so as to establish the image of the hotel and make them stay.

Indeed, service is no small matter. As long as we pay more attention to caring for people and guests, our service will leave an unforgettable impression on our guests.

At present, the hotel is gradually improving its service. I hope that Qi Xin will work together to build a good brand service and make progress together with enterprises.