What is one-stop hotel service?

Service quality is an eternal topic for hotel enterprises. High-quality service not only represents the image of the enterprise, interprets its connotation and highlights its culture, but also relates to its development and lifeline. Service needs continuous improvement to have vitality. This year, Emei Mountain Hotel implemented a one-stop service in the guest room center. After management research, data collection and analysis by functional departments, and repeated drills by housekeeping department, a set of detailed, operable and feasible one-stop service planning cases was worked out. Customer satisfaction is the ultimate criterion for testing our service quality. After satisfaction survey, the statistical results show that this is a very successful service planning case. One-stop service not only provides timely help for guests, but also sublimates the service consciousness and skills of service personnel, so that the hotel has achieved good economic and social benefits.

The background of implementing one-stop service is to take customers as the center and provide customers with fast, convenient and warm services. Combined with the actual situation of the hotel, the essence of butler service and golden key service is refined, and the concept of personalized service and family service is integrated to reduce the intermediate links of service. Guests don't have to check, dial multiple phone numbers or find multiple locations. All service requirements can be realized by dialing the telephone number.

The selection of personnel for one-stop service is very important. Waiters must have a high comprehensive quality, be familiar with hotel products, understand tourism knowledge, have a strong sense of service and comprehension, strong handling ability and strong confidentiality. At the same time, the service requirements for service personnel are also very high. For example, the service requirement of answering the phone is to make the guests feel that you are smiling, which is not only the sweet voice of the service staff, but also necessary for the service staff to love their jobs and care for the guests. Thought is the guide to action. With the concept of serving the guests wholeheartedly, we can provide warm service to the guests, and the guests will feel that you are smiling on the phone and you are willing to help him sincerely.

One-stop room service is not limited to room service, it includes all the service contents and items of the hotel, so people at all levels must obey the instructions and requirements issued by one-stop service, because the requirements of guests are the highest instructions. When implementing the planning case, the participation and attention of hotel leaders is the first. At the same time, in order to ensure the smooth implementation of the planning case, the hotel has specially formulated a management system as a guarantee.

The key to one-stop service is "fast". To this end, we have made clear provisions on the service time involved, such as the duty manager's requirement to arrive at the scene within 5 minutes after receiving the call, and the rounds should be within 4 minutes. , in order to quantify the completion time of each job, thus improving service efficiency.

One-stop service focuses on the word "accurate", so we set up a guest call record table to quickly record the service needs and quality requirements of guests and accurately transmit the information to various departments. All telephones use caller ID to accurately display the room number, so as to avoid false alarm and delay the service, and at the same time, it can trace the source of the service process. Once there is a quality problem, it can be traced back to every post and individual, which increases the responsibility of personnel at all levels.

The hotel's one-stop service strategy has achieved remarkable results in improving the service level and brand image of the hotel, which has the service characteristics of the hotel. Only by constantly innovating and improving the service and management level can the hotel's operation be better promoted and the hotel will last forever.