What are the basic requirements and attitudes for hotel services?

Hotel services are intangible and priceless commodities of the hotel, which can be sold to guests anytime and anywhere. Service can also be said to be the wisdom and necessary labor paid to meet the needs of other hotel service people. The following is the content of hotel services compiled by me. I hope you all like it!

Summary of hotel services

Hotel*** is also called a hotel, a hotel, a hotel, a hostel, a business trip, Inns, inns, restaurants in Taiwan, hotels in Hong Kong, Macao, Malaysia, Singapore, etc. *** Its basic definition is a commercial institution that provides a safe and comfortable space for users to get short-term rest or sleep. Generally speaking, it is to provide guests with a place to stay and eat. Specifically, a hotel is an organization that uses its building as a voucher to provide services to guests by selling guest rooms, catering and comprehensive service facilities, thereby obtaining economic benefits. The hotel mainly provides tourists with accommodation services, life services and facilities *** bedtime service ***, catering, games, entertainment, shopping, business center, banquet and conference facilities.

Basic requirements for hotel services

1. Good standardized services must be the prerequisite and foundation. Personalized service must be based on and based on standardized services. If you stay only satisfied with standardized services and do not develop toward individuality, it will be difficult for the hotel's management and quality standards to reach a new level.

2. In addition to having high professional skills and professional ethics, waiters must also have strong psychological endurance, analytical and judgment skills, emergency response capabilities, etc., especially from the perspective of the guests. "Put yourself in someone else's shoes" and be considerate, understand, understand and considerate of your guests.

3. Gradually establish specifications that meet individual *** requirements.

Conflict handling in hotel services

Generally speaking, after service errors occur, customers will often take the following three corresponding measures:

First, they will Direct complaints or complaints will generally be handled by the hotel's corresponding customer service department. This situation is more beneficial to the hotel. Because it is a virtuous circle, at least it lets us know that we are not doing enough in some places, and we can take corresponding measures to improve and further improve it. If the customer does not tell us and continues to remain silent, or because he is dissatisfied and thinks that we are hopeless, and goes straight to the competitor without saying a word, it will be even more terrible, and we will not even know where we went wrong. , because the customer ran away and took away all our mistakes, and we will always be kept in the dark. There was no chance to correct our mistakes, and we didn’t even know why until we were squeezed out of the market.

The second is that customers complain to their families, neighbors, relatives, friends and even everyone they know well, and spread bad information about our hotel to them. This kind of negative publicity is very harmful and often amplifies the problem. change. The only result of passing this negative impact on others is that we lose more potential customers, or even prospective customers.

The third is to complain directly to the Consumers Association and other management departments. If it indirectly causes media reports, the situation will be difficult to control.

Therefore, in order to safeguard the interests of the enterprise and cultivate customer loyalty, we must handle customer complaints and even complaints at these critical moments.

We must understand that our purpose in doing this is to establish long-term partnerships with customers, not short-term cost savings. In response to customer complaints or complaints, our remedial measures should focus on customer loyalty, rather than just thinking of dealing with a customer complaint. We should treat our service lapses as an opportunity to strengthen our customer relationships. Experts show that dissatisfied customers who experience a high level of excellent service recovery end up being more satisfied and likely to return than customers who are satisfied the first time. Moreover, there is a linear causal relationship between customer satisfaction and corporate profits. Practice has proved that 90% of manufacturers' profits come from 1/10 from ordinary customers, 3/10 from satisfied customers, and 6/10 from loyal customers.

When dealing with customer complaints and complaints, some necessary principles must be followed.

First, you cannot argue with customers. Our purpose is to listen to the facts and find solutions. Arguing only prevents us from listening to customers' perspectives and is not conducive to alleviating customers' negative emotions. Authoritative sources pointed out: "98%-99% of customers are convinced that their criticisms are correct."

Therefore, there is no doubt who is right and who is wrong. The result will only intensify conflicts and make already dissatisfied customers even more dissatisfied. Our duty is to bring back those already dissatisfied customers. Expert statistical analysis has concluded that the benefits of seeking customer satisfaction and even making necessary compensation to customers will be several times the cost of compensation.

Second, respect the customer’s feelings. Customers have complained, indicating that we must have done something wrong or bad somewhere. Therefore, we must emphasize our understanding of customers, and we must make them feel that they are shopping in their own stores, they enjoy full freedom, they are the masters, and we are just people who serve them. Especially when they are under pressure from the economy, psychology, time, etc. during shopping, we try to identify with the customer's feelings. This tacit approval helps to alleviate the customer's irritability and dissatisfaction. This will lay a good emotional foundation for us to deal with the problem satisfactorily in the next step.

Third, the earlier the treatment, the better the effect. After a service error occurs, it should be dealt with as soon as possible. The longer it takes, the greater the harm to the customer, and the customer's loyalty will be severely tested. So we must develop corresponding systems to strengthen our management. In this regard, the "four systems" service principle of a foreign catering company has set an example for us, that is, "general questions must be responded to within three days; complex questions must be responded to within one week; unresolved written responses are Copy; 20 yuan per day for delayed dates. "It turns out that the benefits of this are great. The president of Reitz Hotel, which has won the American Service Enterprise Quality Management Award, created the so-called "1-10-100" service rule, which means that after a service error occurs, it only costs the company one dollar to resolve it on the spot, but it will cost the company one dollar the next day. The processing fee is $10 and will rise to $100 later.

Develop a well-trained workforce. Enterprise operations begin and end with "people". People's problems account for more than 80% of enterprise problems. We must establish the concept of employees first. Front-line employees are the embodiment of service, and employees have the highest degree of contact with customers. The behavior of employees will directly affect the service quality perceived by customers, which in turn affects the credibility of the entire company. We must treat employees well to treat customers well. Companies with excellent service have a warning: Those who do not directly provide services to customers are better to provide services to those who do such things, so as to unite all employees and promote customer service. Therefore, employee education and training is at the core. The content of education does not lie in mechanical theoretical teaching, but in the psychological construction of employees, and training should be more important than practice. Both are indispensable. Only in this way can we slowly cultivate the loyalty of our customers and make them agree with our service concept: customers first, customers first. Then, in the future competition, we will be well prepared and invincible.

Development status of hotel services

Share and related information

China leads the rapid development of the tourism and hotel industry in Asia, and business and leisure revenue growth is strong. Compared with first-tier cities, hotel room prices in China's second- and third-tier cities have increased significantly. As new hotels continue to open in second- and third-tier cities and *** invest in the construction of new transportation facilities, this will further promote the steady growth of hotel room prices in China. Chinese and foreign hotel brands continue to expand their business footprint, and the balance between hotel supply and demand will be an issue of great concern in the future. The proportions of various types of global hotel chains are: luxury 5%, high-end 30%, mid-range 37%, economy 20%, and practical 8%. However, economical and practical hotels only account for 28%, showing great potential for development. As of 2012, there were nearly 3.3 million accommodation and catering companies in the country, with annual operating income exceeding 2 trillion yuan, accounting for about 5% of GDP that year. In 2011, the national catering revenue was 2,054.3 billion yuan, a year-on-year increase of 16.9%, with more than 22 million employees. In the accommodation industry, there are more than 280,000 accommodation companies nationwide, of which 16,000 are above designated size in the national accommodation industry, a year-on-year increase of 8.4%; operating income is 218.4 billion yuan, a year-on-year increase of 23.3%; operating profit is 160.3 billion yuan, a year-on-year increase of 22. %. The growth rate of the industry has slowed down, indicating that the era of high profits in the past few years has passed and has entered the era of low profits.

Development Trends

As competition in the hotel industry continues to intensify, mergers and acquisitions, integration and capital operations among large hotel companies are becoming increasingly frequent. Excellent domestic hotel companies are paying more and more attention to the industry market. Research, especially in-depth research on changes in corporate development environment and customer demand trends. Because of this, a large number of excellent domestic hotel brands have risen rapidly and gradually become leaders in the hotel industry.

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