How to implement service innovation and refined and personalized service?

Personalization of service is an activity to meet the individual needs of consumers. Starting from the requirements of consumers, it is the embodiment of this concept to provide differentiated services for every consumer. Modern economy is already an experience economy, and it is a collection of communication, information and emotional points between enterprises and consumers. In other words, experience all the moments of contact with enterprises and consumers. Personalized service meets the requirements of experience economy, making consumers feel that the whole enterprise is dedicated to serving him. Strengthen employees' awareness of personalized service. There is also an idyllic catering enterprise in Zhengzhou, which is located in the picturesque Yellow River tourist area. The service feature of this hotel is that everything returns to nature and everything participates in the experience. The building, decoration, tableware and meals of this hotel all reflect a school of peasant customs and national garden scenery, which makes consumers who have lived in the city for a long time feel refreshed. There is a large area of pollution-free vegetable fields in the courtyard of this hotel, where all kinds of seasonal vegetables are planted. We also raise chickens, pigeons and rabbits, and we can fish in the fish pond in the hospital. This hotel has its own service. Consumers pick vegetables in the fields and kill animals or fish. Hotels can also process them, or rent earth stoves for consumers to make according to different tastes. It has become a paradise for children, where deep family ties are further sublimated, making children and adults happy. The unique service concept and method of this hotel have won the favor of the majority of car owners among urban consumers, and it is even more lively on weekends. This is the unique charm of experiential service.

Catering industry? The author believes that we should start with the following points: First, strengthen the strong sense of service of all staff. Hotel operators should attach great importance to the significance of service and strengthen diversified management of services while grasping the characteristics and quality of meals. It is necessary to strengthen education and training, establish a harmonious and warm hotel corporate culture, so that every employee has a strong sense of responsibility, honor and belonging, thus establishing a strong sense of service, starting from me and doing a good job in service wholeheartedly. Second, strengthen the research on consumer service demand and innovate service content. If we concentrate on studying consumers' consumption psychology, we can find out the new demand of consumer service in time. It is necessary to strengthen communication with consumers and understand their needs and satisfaction through communication. An excellent waiter should not only master the basic common sense of service, but also be good at observing words and feelings and understanding consumers' needs and consumption psychology. Third, strengthen the training of all staff's service skills and realize service standardization. To realize the whole process and regularization of training, it is necessary to combine external training with internal training and strengthen the training of service awareness and service skills for all employees. It is necessary to strengthen the training of corporate culture and corporate philosophy, pay attention to the training of various service skills and etiquette. Fourth, pay attention to the humanization of service and care for consumers. Maslow's hierarchy of needs theory holds that consumers want to feel accepted and respected while receiving services. Therefore, service cannot serve for the sake of service. Everything must meet and exceed the expectations of consumers, fully humanize and humanistic conditions, and maximize the spiritual return of consumers. For example, when the Oriental Hotel in Singapore promoted the "Super Service" plan, in order to avoid making noise for a table of four consumers with certificates in the lobby, a coffee shop attendant took the initiative to ask the housekeeping department if there were any vacant rooms for four consumers to use temporarily, and the housekeeping department immediately provided them. When these four consumers understand this, they all feel incredible. Afterwards, they said in the thank-you letter: "... in addition to being your loyal consumers forever, our company and overseas guests will always be widely publicized for you."