There is an urgent need for a speech on the detailed management of hotel rooms, which must be considered from the aspects of guests' safety, comfort, hygiene and enjoyment!

Keywords: details, service, safety, comfort, hygiene and enjoyment

Dear leaders and colleagues,

Good afternoon everyone!

Fortunately, I came to this United and warm family and had a very pleasant work trip with all my colleagues sitting here. From initial ignorance to constant maturity, all this has been concerned and encouraged by hotel leaders, which has given me room for continuous development. I sincerely thank the hotel leaders for giving me the opportunity to show my talents. The following is a brief analysis of the detailed service management of hotel rooms from the psychological point of view.

Guest room is the main product provided by the hotel, and guests often regard room service as the standard of service quality of the whole hotel. Guest room is a place for guests to rest, and the quality of room service directly affects the satisfaction of guests. Guest room is the place where guests stay in the hotel for the longest time. At this time, guests often need their own space and expect to feel at home in the guest room. Room service personnel should pay attention to the psychological characteristics of guests during their stay in the hotel and provide them with comfortable, safe and clean rooms. Students from Cornell University School of Hotel Management in the United States spent a year investigating more than 30,000 customers, and 60% of them regarded cleanliness as the "first demand" of hotel services. In other words, hotel guests put the hygiene level of hotel rooms in the most important position. They think that living in an untidy room will be harmful to their physical and mental health. It can be seen that when traveling and staying, people are most concerned about the cleanliness of the room. Therefore, room service personnel must strengthen the management of room hygiene in order to really do a good job of receiving guests.

First, the psychological needs of guests for room service

Clean and tidy

Guest room is the place where guests stay in the hotel for the longest time, and it is also the space they really have. Therefore, they have higher requirements for the cleanliness of guest rooms. The requirement of guest room cleanliness is a common psychological state of guests. One of the main responsibilities of room service personnel is to tidy up the room, do a good job in cleaning and hygiene, make the room clean and tidy inside and outside, and let guests have a sense of trust, comfort and security, so that they can use it with confidence. The service staff should follow certain procedures to clean the room. In general, room cleaning should be carried out when the guests are away. It will leave a bad impression for guests to clean up after they arrive in the guest room. If guests have special requirements, they can handle them at will. Room service personnel must ensure the cleanliness of the room and various facilities and appliances when cleaning the room. In addition, room service practitioners can take some measures to increase the psychological sense of hygiene and security of guests. For example, after cleaning, stick a "disinfected" sign and cover the tea set with plastic bags. These measures will have a certain psychological effect. But be realistic and don't cheat the guests.

(2) be quiet.

Before staying in the hotel, guests often travel long distances and are generally tired when they arrive at the hotel. They want to check in as soon as possible and go into their rooms to have a rest immediately. At the same time, I hope the room can provide all kinds of rest conditions. Guest rooms can keep quiet by preventing and eliminating noise. To ensure that the hardware itself does not produce noise, a standard for hotels to choose equipment is low noise; In addition, the hardware should ensure sound insulation, which can block the incoming and conduction of noise. There should be no noise in the software, and employees should be "three light"-walking light, speaking light and operating light. At the same time, the service staff should also influence the smiling guests with their own words and deeds, and guide the guests to exercise self-restraint, relax their steps and laugh quietly through persuasion and suggestion.

(3) Safety

A sense of security is the cornerstone of pleasure, comfort and satisfaction, and guests put their own safety first when traveling. During their stay, guests want to protect their personal and property safety and their privacy in the hotel. Therefore, the hotel should have perfect safety facilities and safety measures such as fire prevention, theft prevention and confidentiality. Service personnel should not enter the guest's room without calling or permission, nor should they disturb the guest. Knock before you get permission and leave immediately after the work is finished. In the daily cleaning service, it is absolutely forbidden to touch the guests' belongings at will, and it is not allowed to look around when entering the room, so that the guests feel at ease and at ease, thus creating a sense of security.

(4) Respect

Guests hope to be the guests welcomed by the hotel, to see the sincere smiles of the service staff, to hear the sincere words of the service staff, and to get warm service from the service staff; I hope that the service personnel will respect their own personality, their own wishes, their friends and guests, their own living customs, religious beliefs and so on. I hope to truly experience the feeling of "being at home". Room service is the daily contact and enjoyment of guests. Room service is closest to the guests and has the closest relationship with them. The friendly service attitude of room service staff can eliminate uncomfortable feelings such as strangeness and distance to the maximum extent, shorten the emotional distance between guests and service staff and enhance mutual trust. The emotional closeness between guests and room service personnel will make them adopt a cooperative, supportive and understanding attitude towards hotel services. This situation will be very beneficial for the hotel to successfully complete its daily service and improve its reputation.

Second, provide quality services.

(a) to ensure the clean quality of guest rooms

In order to ensure the cleanliness and quality of guest rooms, improve work efficiency and meet the material needs of guests, that is, to provide clean, beautiful, comfortable and convenient living space, equipped with high-quality living equipment and supplies, to meet the spiritual needs of guests, to provide guests with all-round quality services, and to make guests really feel at home. To make guests feel the satisfaction of material needs and spiritual needs, the most basic thing is to provide guests with a clean and comfortable room environment, which is the first need of human life. In other words, only our room service staff can provide such a living environment for our guests.

Provide quality services on the Internet. In order to provide high-quality service to guests and do a good job in room cleaning, hotels must effectively manage the cleaning of room hygiene, improve the ideological understanding of room service personnel, and make room service personnel fully realize the importance of room service. Room service personnel should have dedication and positive service attitude. And turn the daily service work into your own conscious action, so as to really do a good job in cleaning and maintaining rooms, which is the key to do a good job in room service. In order to do a good job in cleaning rooms and ensure the cleaning quality of rooms, it is necessary to further strengthen the professional ethics education for every employee, earnestly abide by professional ethics, study hard and improve operational skills, which are the basic requirements of room service personnel in business. Room service personnel must constantly improve their understanding of the importance of room service, improve their operating skills, strictly abide by operating rules, pay attention to safety in production, master the application of various new equipment and laws in room service in time, and further improve the clean quality of rooms. Otherwise, it will seriously affect the reputation of the hotel, thus affecting its image and economic income.

(b) Satisfy the guests' desire for respect.

1, activity

The initiative is to serve the guests first, and then to speak for them, which is a concentrated expression of the strong sense of service of room service personnel. Including welcoming guests, greeting guests, introducing service items, delivering keys, keeping keys, calling elevators, leading the way, taking care of the elderly, the sick and the disabled, and soliciting opinions from guests.

Step 2 be enthusiastic

Enthusiastic service is to help guests eliminate strangeness, formality and tension, so that guests can be psychologically satisfied and relaxed. In the process of room service, the waiter should be full of energy, smiling and accurate in language; Kind-hearted, generous, neither humble nor supercilious; Be ready to help others and take pains to solve problems for guests. Enthusiasm is the essential expression of service attitude and the key to please guests.

Step 3 be elegant

Room service staff should be polite. Being polite to guests means respecting them. Etiquette and politeness are reflected in all aspects of room service. Such as using polite language when talking with guests; Light and agile operation to avoid disturbing guests; If you meet a guest or go in the opposite direction, let the guest go first, and so on.

Step 4 be patient

Patience refers to providing quality service tirelessly according to the specific requirements of different types of guests. It requires service personnel not to be impatient when they are busy, not to be bored with picky guests, to take care of the elderly, the weak and the sick, to listen patiently when they have opinions, and not to be complacent when they praise.

5. legal serve

Timely and thoughtful means that the room service staff can provide the services that the guests need in the shortest time, and take care of them. This requires service personnel to be good at understanding the different needs of guests and take targeted services. According to each guest's needs, interests, personality and other personality characteristics, determine the appropriate service methods. Thoughtful service is one of the effective ways to win positive comments from guests. Thoughtful service requires consideration for the guests everywhere, and the services provided are meticulous, accurate and timely, including message, wake-up call and food delivery service. , as well as sewing kits, stationery, envelopes, ink, ballpoint pens, phone books, programs, etc.

Abstract: Guest room is the infrastructure and an important part of the hotel, and it is an important place for tourists to rest. Doing a good job in room service management will directly affect the operation and management of the hotel, as well as its image, atmosphere and economic benefits. Therefore, we should combine the psychological characteristics of the guests during their stay in the hotel, further improve the room service management and raise the room service work to a new level.

Thank you!