What aspects does service consciousness include? Like courtesy service? Urgent. .

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First of all, service is an important consciousness.

Hotels are service industries, hospitality is the most basic feature of this kind of unemployment, and service is the soul and essence of hotels. Hotels that deviate from service consciousness are often in a mess. Serving guests is the real and all-round work of hotel operators. Although hotels are usually divided into many different departments with different basic responsibilities, the purpose of each department is very clear, that is, to serve and satisfy guests.

Second, the awareness of quality service.

Winning the loyalty of guests depends on excellent service. What is quality service? Experts believe that: standard service+extraordinary service = excellent service. The hotel's quality service mainly includes three aspects:

(a) the effectiveness of the specification.

Hotel service standardization is the basis of high-quality service, and the premise of observing standardization is that standardization should be scientific and reasonable. Therefore, hotel norms should take the concept of "guests first", consider problems from the perspective of guests, and emphasize the effectiveness of norms. The purpose of hotel rules and regulations is to provide satisfactory service to guests through the requirements of employees' behavior. If the regulations themselves are unreasonable or do not meet the requirements of guests, it will naturally limit the flexibility of employees to provide services to guests, making hotel employees more standardized and less friendly. Sometimes it even makes guests feel inconvenient, and then becomes a victim of norms. Reasonable standards also need to be correctly implemented by employees, that is, hotels are required to provide services flexibly according to the needs of guests when encountering some exceptions, so as to improve their satisfaction, instead of sticking to the rules and not unilaterally emphasizing standards, so that guests will encounter more troubles.

(2) Personalization of services.

The difference between hotels comes from the details. Detail service and personalized service complement each other, details reflect the differences of hotels, and personality is the soul of quality service. With the improvement of living standards, guests pay more attention to details and their own feelings. In this case, whether the hotel can satisfy the guests is not entirely because of its luxury, but sometimes the meticulous and enthusiastic service can make people move and win the loyalty of the guests. Many times, providing meticulous and enthusiastic service may not require any additional facilities and equipment. What it needs may only be the employee's "guest consciousness" and the professional habit of thinking for the guests everywhere and taking convenience as the principle. In many hotels, it is often heard that employees answer guests' questions like this: "I'd like to help you, but this is not my department." You have to go to the lobby below, turn left and right, and then you can ask someone to help you. Have a nice day, sir! "And this practice of letting guests run around is actually a manifestation of inadequate service and a lack of' customer first' awareness.

Personalized service is also reflected in the fact that guests do it well before speaking. That is, through careful observation of guests, we can predict their needs and meet them. It is also reflected in the various "dark services" provided by the hotel. In hotel services, in addition to face-to-face service, there are many services that guests can't see but can feel, that is, "dark service", such as the equipment and location of guest supplies, which is a kind of "dark service" provided by the hotel and can effectively leave a deep impression on guests. Therefore, the best service of the hotel is not necessarily face-to-face service, nor does it necessarily require a lot of investment. The key to service is to make guests feel the care and consideration of the hotel.

Third, the awareness of full service.

As mentioned above, service is the basic feature of hotel unemployment and the most basic quality that every hotel employee must have. Both department managers, general managers and ordinary employees should abide by this rule, not just asking ordinary employees to pay attention to gfd, courtesy and efficient service. Instead, the department manager or supervisor is pretending to be a bureaucrat.

Fourth, the customer first consciousness.

"Guests first" is a service concept, but at present, many hotel employees have changed "guests first" into "managers first". For example, when guests and managers walk together, employees greet the manager first and pour tea for the manager first, instead of giving priority to serving the guests. This situation needs to be changed urgently.

Usually, each of our service personnel can recite it. Guests need to come first, and guests are always right. We promise our guests with integrity, stabilize our guests with interpersonal relationships, and provide services with clever and effective technology. However, when individuals get emotional, they begin to complain about their guests' mistakes. The key is that everyone always remembers and restrains themselves at any time.

"The guest is always right" is mainly aimed at the level of hotel customers, and it is proposed that the "right" should be given to the guests through the art of "letting" without any dispute with the guests. More importantly, we should understand and forgive guests from the perspective of goodwill, and influence the behavior of some unconscious guests through our own standardized services.