How to improve hotel service level

Meeting guests embodies "three elements"

Smile is the most talked about, the most difficult and the most urgent problem in the hotel industry. Due to our traditional cultural habits and other reasons, a considerable number of waiters have standardized actions, but their expressions are shy and indifferent. Focusing on the theme of smile, Halliday Hotel established a conceptual system with smile as the main line in 2000:

Business philosophy-let the guests take away the smile.

Service concept-smiling service+standardized service+personalized service = perfect service.

Management concept-smile management+system management+emotion management = era management.

Code of conduct-smile with your heart and serve your friends.

Motto-good smile, good satisfaction lies in good luck.

When a guest meets a waiter, the first thing he gets is not service, but a feeling, which comes from the external image of the employee. No one will feel welcome with a cold face and a beautiful welcome speech. For the first impression of the guests, we began to implement the first phase of the smile plan from 200 1. The project of this project is to smile "three elements-expression, figure and language", the core of which is to make guests have a good first impression no matter where they meet any employee in the hotel.

The first element is expression. Employees are required to focus on their eyes, relax facial muscles, raise their mouths and open their lips to reveal eight teeth.

The second element is body shape. Employees are required to put their heels together, keep their legs straight, hold their left hands in front of their lower abdomen with their right hands, and bow their upper bodies 30 degrees.

The third element is language. Ask employees to use honorifics naturally and kindly. In order to implement the "three elements" of smile, the first advice employees heard after entering the store was: "People who can't smile at guests are not suitable for working in Haolaiden." The first gift I got was: smiling and practicing the mirror. The first training lesson I received was: How to practice smiling.

We made and hung four photo frames in each department, namely the portrait of Mona Lisa, the star actor and two waiters and waitresses in the hotel. At the same time, it is pointed out that Mona Lisa's smile is implicit and the star actor's smile is too cheerful. What we advocate is the bright smiles of excellent waiters around us.

We take a look at the model and learn to smile; Think carefully and practice smiling; The practice method of freezing smile in front of the mirror includes one-on-one, one-on-two, one-on-one practice for the whole department every morning, three-level reward, smile contest and other incentive means, so that the smile project can be learned once a month, focused every week and practiced every day.

Serving guests to achieve "four natures"

In 2002, the hotel implemented the second phase of the smile project with "four natures" as the main content. We decompose the "individuality, initiative, quickness and subtlety" in the service process into all positions in all departments. Not only front-line departments such as lobby, floor, restaurant and security have four standards, but also second-line departments such as engineering, kitchen and finance have four standards, which extend meticulous functions to every post in the hotel.

personalized/individual service

One night in July last year, at 1 1, a guest had a high fever. The hotel manager on duty sent a good car to take her to the hospital for treatment, but she didn't want to go to the hospital anyway. In the case of unsuccessful door-to-door consultation with the hospital, the housekeeping manager invited her sister, who is a doctor, to the hotel to give infusion to the patient. This special personalized service is not only a test of star-rated hotels, but also a tempering of hotel brands.

Initiative of service

Active service and passive service are a ruler to measure whether an employee regards a guest as a friend (God is too abstract). It is easier to carry boxes for guests, light cigarettes for guests, hang clothes for guests and other institutions to take the initiative to serve. As a manager, we should focus on activating employees' awareness of active service beyond the scope stipulated by the system. For example, calling out the names of guests' children is more cordial than remembering the names of guests; The sudden drop in temperature is definitely a small surprise to send a bowl of ginger soup to the guests returning to the store. Finding the needs in the eyes of the guests is far better than the service after the guests wave.

Robustness of service

The speed and efficiency of service are directly proportional to the satisfaction of guests. In the routine service, in order to handle the check-in and check-out procedures for the guests in the shortest time, order and serve the guests in the shortest time, and deliver what the guests want to the guests in the shortest time, the hotel should be more innovative in improving working procedures and simplifying operating procedures, and less rigid and rigid. Under special circumstances, hotel people have to rush out of the routine, worry about what the guests need and help them with what they need. On one occasion, the hotel sent eight guests to the airport. When I changed my card, I found that a person's ID card had expired, and I had to go to temporary id card to board the plane. It is almost impossible for a foreigner to fill out forms, take photos, stamp and so on in 20 minutes. We treat our guests as friends, give full play to the advantages of local people, and complete all the formalities upstairs and downstairs with our guests in the shortest time. When we sent this group of eight people to the security gate in a sweat, the man who was more than seven feet tall choked and said, Thank you so much!

The nuances of service

The subtlety of service lies in careful observation and active response to the potential needs of guests. For example, in elevators, stairs, halls and other places to help the old and bring the young; Put a pillow vertically for guests who like to lean on the bed and watch TV; Set up a weather forecast board at each elevator entrance; Prepare two flavors of AB menu for the same grade wedding banquet. These services are not necessarily available in the star standard, but they can be seen from small to large, and they are extraordinary in the ordinary.