How to implement personalized service in star-rated hotels

Personalized service focuses on standardization, and standardized service brings satisfaction to guests; Provide the needs of guests in time and bring satisfaction to them; And meet the subconscious service needs of guests, which can bring surprises to guests. Therefore, high-level or truly personalized service is to position personalized service as "satisfaction plus surprise" and make a fuss based on "surprise". The foundation of personalized service: employee satisfaction is the foundation of personalized service. Personalized service is not required by hotel service standards, but an unconventional service that exceeds the standard requirements and is implemented by employees out of their high professionalism and sense of ownership of the hotel. If employees want to provide personalized service to their guests continuously, they can't do without their high satisfaction with the hotel. Basic Practice (1) Perfecting an incentive mechanism and maintaining the continuity of personalized service depends on the high professionalism and good professional habits of grassroots managers and employees. And a high degree of professionalism and good professional habits require the hotel to have an effective incentive mechanism to ensure. Shandong News Building adopts the form of "report with heart", so that employees who work with heart can present their own personalized service cases at the report and then evaluate them. The advantage of this form lies in employees' self-presentation, employees' education, and at the same time, other employees can learn the method of personalized service through preaching. As an employee who teaches and dispels doubts, this is in itself a kind of self-spiritual encouragement. Then through the selection, the hotel will give material rewards for affirmation. This incentive mechanism ensures the continuity of personalized service. (2) Realize the transformation from contingency to inevitability. Through the analysis and promotion of personalized service cases, the personalized service of employees out of "contingency" can be transformed into the conscious "inevitability" personalized service of all employees. The news building began to advocate "serving with heart and doing things with heart". At first, an employee of the housekeeping department took the initiative to wash and dry the dirty socks changed by the guests in the room. The guest wrote a letter of commendation praising it. After the high-rise building and housekeeping department praised this practice, the service of washing dirty socks for guests became a common practice in housekeeping department. Personalized service cases provide employees with personalized service methods and learning examples. The transition from individualization to standardization. Through the comprehensive analysis of personalized service cases, the service reflecting the general needs of guests can be changed from "personalized" service to "standardized" service. Often some guests' personality needs may be their sexual needs. Hotel quality management departments should carefully analyze personalized service cases, study whether personalized service is the general demand of guests, and measure the difficulty and feasibility of promotion. One of the room attendants took the initiative to mend the buttons of the shirts that came off when cleaning the room. Quality control department and housekeeping department analysis, this is the guest's * * * demand, simple operation, and then promoted to standard service in the department. In short, the transformation from personalized service to standardized service is a leap in service quality. (3) Advocating "three wholeness". In other words, full participation, full control, all-round attention and promotion are the inevitable requirements for personalized service. Personalized service is not only a requirement for grass-roots managers and front-line employees, but also a requirement for all hotel employees. The personalized service of front-line employees can not be separated from the help of second-line employees and even managers. A guest in the restaurant caught a cold, and the waiter reported it to the supervisor in time. The supervisor arranged for the kitchen to make a bowl of ginger soup and let the doorman go out to buy cold medicine. When steaming ginger soup and cold medicine were placed on the guest's table, the guest thanked him again and again. Without the cooperation between departments and the participation of other employees, personalized service may only stay in the hearts of employees and be difficult to implement. (4) Pay attention to "four small", which refers to "small life experience", "small media news", "small guest trends" and "small talk". Life experience is the basis and source of providing personalized service. Mastering more life experience will lead to correct and effective personalized service. A guest in the dining room of the building was stung by a bee. Director Zhang Qiaoyi immediately found milk and mirrors to help the guests heal, which made the guests very grateful and was based on his mastery of common sense of life. Paying attention to small media messages will provide guidance for personalized service. "Guests' small gestures" and "small messages of speech" are clues to provide personalized services, and guests' every move and conversation provide a lot of valuable information. For example, Jing Ya Hotel's personalized service clues calling guests' names and locations rely on their actions and words. (5) Emphasize five links: Yan Fang.