What are the shortcomings of the hotel’s service?

Case 1: The traditional hotel personalized service lacks service emotion;

It mainly stays in the "task service" stage and lacks emotion, that is, the superior requires me to respond to a guest's eating habits or special needs. If I like to give personalized special attention, then I just do it regularly, at a fixed point, and in a quantitative manner. If waiters use this mentality to provide personalized services, their expressions, speech, and behavior will not be able to give guests the warmth of family members, which will affect the quality and effect of the guests' experience.

For example; if a guest wants to order a dish that is not on the menu or asks you to help him contact a well-known local entrepreneur, this is actually a "special request." At this time, the hotel should realize that this is a good opportunity to provide personalized service, and should go out of its way to win the "charm factor" of guest satisfaction.

Case 2: Traditional hotels’ personalized services lack true personalization;

Traditional hotels’ understanding of the relationship and difference between standardized services and standardized services has not improved in service guidance Shangqing has many rules and regulations but little individuality, which limits the flexibility of services and prevents personalized services from being fully implemented.

For example; hotel VIPs, children, sick and disabled guests, etc. In fact, as long as you observe carefully, everyone is special. The only question is what are you trying to do - to save trouble or to surprise your guests.

Case 3: In the hotel's personalized service, the customer's information was not effectively organized and effectively communicated with the customer;

If the traditional hotel room attendant accidentally discovers the customer's personal information at work, Personal characteristics, whether they can be known to relevant hotel departments and recorded, are all issues that need to be standardized and specified by the system. Otherwise, information asymmetry will easily occur, resulting in a weakening of the pertinence of service targets.

For example; today is the National Day of a certain guest’s country, today happens to be a certain guest’s birthday, a dining guest keeps having a runny nose (cold)... these are exactly what we provide to the guest. Great opportunity for personal service.

Case 4: In service management, traditional hotels often have high requirements for waiters and low requirements for managers. They believe that service is purely a matter of waiters and do not understand that management is a higher-level service. Only by optimizing management can we have high-quality services. Not good at in-depth service practice to discover account practices in order to summarize and promote experience and brand formation.