Go to other hotels to learn to observe speeches.

2014165438+1October 15 Stay in Shanghai Hongtarui J Hotel to study butler service. When we entered the room, the first thing I did was to visit and photograph their rooms in the order in which we usually check the inspection-free rooms. I was impressed by several details, but the room was spacious and the entrance passage was barrier-free. There are two sofas at the end of the two beds. You can lie down or sit. There is a card on my pillow that says "Please join xx children's activities". There is also a card on my quilt that says, "Let's protect natural resources together and reduce the impact on the environment. If you don't need us to change new sheets for you, please put this card on the bed, and please put the towels that need cleaning in the bathtub or cloth blue. Please hang the towel that needs to be used continuously on the towel rack in the bathroom. Your choice is of great significance. " The towel seal of our guest room is just a simple sentence, "If the towel is put in linen blue, it means it needs to be replaced", which is slightly blunt compared with one of their cards. These two simple details suddenly make customers feel that this is a hotel that attaches importance to charity and environmental protection, and their goodwill has doubled. I think maybe we can try to introduce the concept of charity and environmental protection into the clubhouse hall.

On June 16, the hotel specially arranged JASON, the chief butler of Hongta, to introduce the butler service to us. At first glance, JASON doesn't think he has outstanding appearance, but his every word, every movement and even the speed of speech can be frozen. As training materials, this may be a professional butler image.

We had a short talk in the hall. From his mouth, we know that Reggie's butler service is targeted. Their butler service is only provided for Platinum members, and the positioning of Hongta's butler service is "icing on the cake". Similarly, he

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Our process is also divided into pre-arrival, arrival at the store, check-in and check-out. The housekeeper needs to contact the guests by email or telephone within three days before their arrival, and know their preferences through the background management system before contacting. After the guests arrive, the butler will provide them with their signature services such as drinks, ironing, unpacking/unpacking, electronic butler and so on. During the stay in the store, the housekeeper will understand the customer's needs, provide unique personalized services and assist in the implementation when leaving the store.

The butler service of Hongta has been very mature so far. They are a well-trained housekeeper team. The first condition for the butler of Hongta to take up his post is to master all the product knowledge of the hotel. This is the basic condition. To be a professional housekeeper, we must first give ourselves an accurate position and clearly understand what a housekeeper is, a servant or a housekeeper. Secondly, you need to love the job of butler and fully understand the significance of butler to the whole hotel. You need to take charge of the hotel. You can manage this family. When all the basic conditions are met, it is daily training. Jason introduced that their butler training basically does not train hotel knowledge. Mastering the basic knowledge of a hotel is one of the skills that a housekeeper must possess. Therefore, their daily training is mainly about out-of-store knowledge, and they will organize out-of-store experiences from time to time to avoid the words "probably, probably, heard" when the housekeeper recommends to customers. Instead, they should clearly tell the guests "Yes, I have been to that restaurant, and their steak is really great", instead of "I heard that the steak there is good, maybe you can try it". As a result, they have very high requirements for butlers, and have created a butler team that is worthy of trust from customers and leaders in any way.

The butler service in the guild hall has been well received today, but is our service professional? Obviously not. Our product knowledge was gradually mastered through later training, and even now we have been doing training, forcing everyone to learn more. Why? Is it enough for us to rely on warm service? no

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If such a team needs standard actions, does not need standard language, and can say whatever it wants, can it still be called a housekeeper team? I think we can call the service team at most, not the housekeeper, because we don't have a unified service standard. At present, our housekeeper is doing a good job in customer service. Next, we need to find out what uniform service standards mean. Only when we understand the meaning and achieve a unified standard can our team be called a housekeeper team. Although our service model is very different from Hongta's, it can't be compared. The current butler service model is based on the actual situation of the clubhouse, but the purpose of our butler service is the same. We all want to win the favor of customers through intimate service and touching service. We still have a lot of things to do. First of all, what we have to do is to enrich the connotation, learn the theory and learn the skills of various departments. Only our housekeeper will become an encyclopedia, and any work and any guest will be handed over to any housekeeper. The leaders can rest assured and the guests will praise them.

The short seven days have ended, and this trip has made us further understand the gap between the club and the first-class hotels. In the following work, I will think more, study more and try more, and benefit the club while benefiting myself. Thank you again for giving me this opportunity. Thank you.