How to do a good job of high-quality hotel service that is deeply rooted in people's hearts

High-quality hotel service is one of the star standards to measure a hotel. Hotel service is a process of guiding and helping guests with elegance and respect according to their needs. High-quality customer service refers to the service that exceeds the expectations of guests. Economy hotel industry pays more attention to high-quality customer service than any other industry, because guests expect to get the service level corresponding to their payment level while staying in the hotel. When their expectations are met or exceeded, they will become repeat customers and stay in the hotel again. High-quality guest service plays a key role in the guest's accommodation experience. I simply recommend several ways to do a good job in hotel service:

1. Know all the service guests.

1) only requires cheap, safe and clean passers-by customers.

2) Holiday guests who require comfort and value for money.

3) Require convenient and fast business guests.

4) Family guests who require economy.

2. Understand the requirements of the guests

1) Conduct a questionnaire survey at the front desk, guest rooms and restaurants.

2) The supervisor understands the needs of the guests by chatting with them.

3) When you leave the store, the front desk staff asks about the guest's needs.

4) Front-line employees can understand the needs of guests by asking their opinions.

3. Develop service procedures to meet the needs of guests.

1) refer to the successful practices of budget hotels, especially competitive hotels.

2) Study existing information, attend industry training or meetings, and visit peer budget hotels. In order to obtain the required information.

3) solicit the opinions of front-line employees on improving service process.

4) Set up a "multi-functional team" to organize employees from different departments to make suggestions and solve problems together.

4. Staff training and authorization

1) Train employees to use new service processes to better meet customers' service needs.

2) Train employees to master new methods and necessary new equipment or tools.

3) Authorize employees to make decisions on customer service within their responsibilities.

4) Provide the required facilities and resources to employees after authorization.

5. Improve the service system

1) realize that the original service system is not static and needs to be improved at any time.

2) If there are many complaints from guests, it means that a better and more efficient service system is needed.

3) If employees have too many opinions, the existing service system needs to be improved.

4) The new method of improving service can be piloted in a certain shift, and then promoted at the department or hotel level after success.

6. Evaluate and modify the service system

1) Get to know the guests of budget hotels again.

2) Reanalyze the needs of the guests.

3) Evaluate and modify the original service system to meet the new requirements.

4) Let the service always meet or exceed the expectations of the guests.