Literature Analysis on the Importance of Hotel Service Quality

To create satisfied and proud employees.

As we all know, there will be no satisfied customers without satisfied employees. Service depends on employees, and employees' working mood will directly or indirectly affect the service quality. Therefore, the essence of controlling service quality is to control the people who provide services. To keep employees in a controllable state, it is necessary to deal with the relationship between managers, customers and employees. Service quality is produced in the relationship between the three, which are mutually causal and complementary.

For a long time, there have been misunderstandings in the management of the hotel industry. Too much emphasis on slogans such as "guests first" and "guests are always right" has invisibly aggravated employees' sense of inferiority, disrespected employees and failed to improve their loyalty and pride. How can employees have a good mood to serve? As hotel managers, we should respect the wisdom and emotion of employees, provide emotional-intensive services for employees, and constantly improve their working conditions and environment. Motivation is not the most effective method. The key is to make employees satisfied with their work, like the job, make her willing to serve the guests, and be proud of helping others and serving others. We should inspire employees' service enthusiasm from different angles. While emphasizing the needs of customers, we should care about the needs of employees. The key to improving service quality is to improve employees. Ordinary employees work mainly for money. After the training of managers, employees will increase their sense of responsibility. If you are praised by your superiors or customers at work, employees will feel proud at work and their values will be improved. Managers should seize the opportunity, educate employees on the basis of norms to "think what the guests think and be anxious about what the guests are anxious about", foresee the needs of the guests, and provide personalized services for the guests. At the same time, managers should think more about employees and serve front-line employees, which is the so-called view that "the first line serves customers and the second line serves the first line". In order for every employee to enthusiastically create complete customer satisfaction and high loyalty for the hotel, it is necessary to ensure that employees are happy in service and realize their self-worth. Therefore, hotels must try their best to let employees enjoy a lot of career development opportunities on the basis of equal competition, which are prior to outsiders. Happy work team and environment; Fair and reasonable wages and benefits. On the surface, service quality is controlled by service personnel, but the service quality problems of employees are mostly management problems in essence. In order to achieve high-quality service, managers must establish a good and tacit cooperative relationship with employees and create satisfied and proud employees. I hope I can help you.