What is hotel service consciousness?

Service consciousness refers to the desire and consciousness of all hotel staff to provide warm, thoughtful and active service in the interaction with all people or organizations related to hotel interests. When it comes to service consciousness, most people will think of such a concept: "A desire to provide for guests exists in the communication between hotel employees and guests". Hotel employees here are generally understood as employees who directly provide services to guests in hotels, that is, employees in front-line departments. Guests refer to people who spend money to enjoy hotel services, that is, consumers. Because of the above two things, the author has to have some different views on such a concept that has been widely recognized and accepted, mainly as follows: first, what guests refer to should not be limited to the real consumers who buy hotel services, but should refer to all people or organizations directly or indirectly associated with hotel employees; Second, the hotel service consciousness is not only the basic quality that the front desk, guest rooms, restaurants, shopping malls and other traditional front-line employees should have, but also the quality that the functional departments such as finance, procurement, human resources, engineering maintenance, security and even the top managers must have. In other words, all hotel employees should have a strong sense of service, which is ignored by most hotel employees, including a large number of hotel managers and even decision makers; Thirdly, the time range of hotel service consciousness should be extended, which is not only a criterion that must be observed during working hours, but also something that hotel employees should keep in mind outside 8 hours. Therefore, to sum up the above points, the concept of hotel service consciousness can be summarized as follows: service consciousness refers to the desire and consciousness of all hotel staff to provide warm, thoughtful and active services in their contacts with all people or organizations related to hotel interests. Not only in hotels, but also outside hotels; Not only during working hours, but also outside working hours. The following points are described. Guest is a big concept. Don't just pay attention to the people who send us money. They certainly have reason to let us provide services for them. However, our vision should be longer and broader. Therefore, the so-called guests are not only the people you serve, but also those who need service because of the absence of colleagues, and even all suppliers and agents (such as travel agencies) that have business relations with the hotel, administrative organs that exercise management power over the hotel according to law, connected passers-by (such as asking the doorman for directions), residents of the community where the hotel is located, and even colleagues. The reasons for treating the above individuals and organizations with the same service consciousness are: although they are not real consumers, they are potential "wealth gods" in hotels; All people who have contact with the hotel are judges and propagandists of hotel services. If they want to have a positive evaluation and publicity on the hotel, they must feel our enthusiasm, thoughtfulness and initiative. For our suppliers, administrative law enforcement agencies and sales agents (such as travel agencies and booking networks, etc. ), our personal experience of quality service will definitely change our willingness to cooperate better and longer. Service awareness is equally important to functional departments. In order for functional departments to establish a sense of service, the key is to change the wrong ideas such as "functional departments are second-line, and the requirements can be lower" and "functional departments are not facing guests", and establish the concept that the whole hotel is first-line. Hotel management should first complete this transformation and let functional departments realize the importance of establishing service consciousness. A hotel held a keynote speech on "If I were ……" among its employees, which made them put themselves in their shoes, which played a very good role in strengthening communication between different departments and different positions and strengthening the service awareness of employees, especially functional departments. Secondly, functional departments should implement standardized management like front-line departments. Put forward clear and quantitative requirements for the work of various departments and posts. A hotel has already done this work. For example, the driver of the transportation shuttle bus is required to keep the car clean and tidy, drive on time, treat guests at a fixed point, gather in front of the door, unify the tooling, greet people when they come, and send messages when they leave. Really let the employees in the car feel the enjoyment of the guests. Third, the functional departments strictly control the site. It is common for top hotel leaders to inspect front-line business departments, but there are few functional departments, even if they do not. In addition, we should also carry out evaluation activities on the work of functional departments, just like encouraging consumers to evaluate front-line employees such as restaurants and guest rooms, so that front-line employees and units with business relations can evaluate the work of functional departments, find problems and improve services. The general manager should also have a sense of service. Is it too much to ask? The answer is, not too much, and just right. Imagine how a vulgar and informal general manager can bring out excellent hotel staff. How can a general manager who treats his subordinates rudely and arrogantly make hotel employees feel comfortable and full of enthusiasm in their work and life? What kind of impression will an arrogant general manager leave on the hotel? In fact, a leader with a good sense of service is the best example for employees to learn and follow. If all the staff can do the above. Our smile to others will no longer be "professional", but from the heart, kind and serve the true feelings of others. The image of our hotel will be highly praised by the public. Our employees are not only excellent hotel practitioners, but also advocates and disseminators of socialist spiritual civilization. Read more relevant knowledge and return to the list of service quality columns.