Talk about your understanding of hotel service.

Knowledge and understanding of hotel services

With the development of the tertiary industry, the hotel industry can be seen everywhere in China. Every hotel wants to open the market, get a large number of customers and establish a good reputation, but it is not easy to do this. Not only should we pay more attention to food and shelter, but service is also indispensable. If we can not only meet every guest's needs for accommodation hardware, but also provide them with services that make them feel at home, then this hotel will soon have a large number of regular customers to help them gain a foothold in such a competitive hotel industry. As an intern in the food and beverage department, I understand that the food and beverage department is an extremely important part of a hotel, because for customers, the food and beverage department is the first place to fully and deeply experience the hotel service level and hotel hardware facilities.

There are many elements in the business activities of the catering department. Customers come here not only to eat, but also to enjoy a good dining environment, experience a unique dining culture and get quality service. So what is quality service? How to improve service quality?

"High-quality service is the factor to win the final victory."

In English, the word "service" is usually interpreted as seven aspects: smile, Excellence, preparation, watching, invitation, creation and eyes. This explanation makes "service" more concrete and operable. Therefore, excellent service can be understood as smiling at guests, providing services with excellent service skills, always being ready to meet the requirements of guests, treating every guest equally, warmly inviting guests to experience other services of the hotel, providing services creatively, and understanding every look of guests. The most basic thing of simple and high-quality service is to meet the needs of customers to the greatest extent, that is, to correctly foresee and fully meet the requirements of customers.

"Providing excellent service to guests is the key to the future success of the hotel."

The demands of modern customers are diversified and personalized, and the requirements for service quality are getting higher and higher. This requires the hotel to continuously improve the service quality from the customer's needs and provide services that can meet the different needs of different customers at different times, different places. The hotel industry in China has developed rapidly in recent years, and the number has increased greatly. At the same time, the industry competition has become increasingly fierce. Improving service quality and self-competitiveness is the most direct way for hotels to gain comparative advantages in fierce competition. Fundamentally speaking, with the development of economy, the level of hardware facilities is limited after all, so service has become the basis for the survival and development of hotels. The competition between hotels is essentially the competition of service quality. There are many ways to improve service quality. I will list some as follows:

First, waiters should have a sense of service quality. The waiter is the representative of the hotel service. In the whole process of customers' catering

During the trip, the waiter's words and deeds not only affect the customer's mood when spending, but also affect the customer's evaluation of the waiter and the hotel, and sometimes even affect the reputation and brand of the hotel. Therefore, in order to improve the service quality, hotels should pay special attention to the cultivation and professional quality of waiters and pay attention to quality service.

Second, hotel managers should strengthen their awareness of service quality. Managers should establish the concept of service quality and improve the service level.

Quality is listed as the center and focus of hotel management. Managers should keep in mind the concept of service quality, so as to apply the improvement of service quality to daily management, make all hotel employees realize the importance of service quality in thought and action, and effectively implement the quality management system and objectives.

Third, strengthen the management of customers. We should strengthen the collection of customer information when customers check in and leave.

Strengthen the collection of customer opinions, store information in time for processing and analysis, so that service personnel can provide personalized services and advanced services in a targeted manner to satisfy customers. Guide customers' behavior, help customers understand the service process, better cooperate with the service of service personnel, and let customers enjoy the service process happily.

Service quality is the foundation of hotel's survival and development, and the competition between hotels is essentially the competition of service quality. Only when the three standards of hotel service are truly realized (what the guests see must be neat and beautiful, what they provide to the guests must be safe and effective, and what the hotel staff see must be warm and polite) will the customers be satisfied and the hotel will have an advantage in the fierce market competition.