How to improve the quality of room service

1. Standardization of service quality

For example, a hotel provides free fruit to every guest who checks in. In addition to room status information, the waiter’s worksheet also contains basic information about the guests in the room. ; Provide targeted services to special guests, such as placing English newspapers for foreign guests and providing more coffee; taking the initiative to deliver consumables to guests with extra beds; trying to meet the needs of individual guests who need more consumables, depending on the needs; Quantity charges apply.

2. Standardization of service quality

Standardization is carried out according to the service levels and standards of different guests. The hotel has formulated the levels and reception standards for VIP guests based on its actual situation, starting from the guest rooms The supporting facilities of sanitary facilities, the preparation of flowers and fruits, the accommodation welcome card before the guests arrive, and the provision of tea to welcome guests on the floor are all planned in advance. Therefore, as soon as they receive the VIP notification, the waiters will know what to do and there is standardization. standards to avoid confusion.

3. Programming the service process

As the saying goes, there is no rule without rules. From knocking on doors and soliciting guests' opinions, to cleaning and looking around when guests go out, checking the process of turning off lights and locking doors, to daily planning of sanitation arrangements, inspection standards, etc., the hotel has developed detailed standardized procedures and posted them in the main workroom. Of course, guests have different needs, and waiters must master the randomness and flexibility of customer service. They should think about what guests want, do everything to facilitate guests, and provide services with the goal of guest satisfaction. Only through these programmed regulations can we achieve success. Get twice the result with half the effort.

4. The tangibility of intangible products

That is, emotional services. There are many factors that affect service quality. There are no big things in the guest rooms, but little things everywhere. In the work, the hotel should pay attention to the collection of guest information and keep records of the preferences of special guests. The prerequisite for adopting personalized services is to master the guest information. The service work is to be a caring person and incorporate emotional services into the sentimental

Note:

The housekeeping department is the main department in the hotel that provides services to guests. A hotel is a tourism enterprise that relies on a building to obtain operating income by providing accommodation and food for guests. In particular, the accommodation services provided by the housekeeping department are an important part of hotel services.

This is not the case. Many reasons such as hotel managers' lack of attention to the housekeeping department and management deficiencies have caused severe turnover in the housekeeping department. And it is precisely because of the serious loss of personnel and the resulting increase in training costs that the hotel's labor costs have increased. As a result, the service quality is also greatly reduced. High-quality service comes from excellent waiters. To satisfy guests and achieve the predetermined turnover, we must start with employees.