What does the hotel service quality include?

Mainly includes the following aspects. The environmental quality of the hotel is an integral part of the hotel service quality, which refers to the sensory enjoyment and psychological satisfaction brought by the hotel service atmosphere to the guests. It mainly includes unique hotel architecture and decoration, reasonable layout and convenient hotel service facilities and places, interesting and distinctive decoration style, clean and dust-free, suitable temperature hotel environment and dignified hotel staff. All these constitute the unique environmental atmosphere of the hotel, which can meet the material needs and spiritual enjoyment needs of the guests at the same time. Quality of Hotel Facilities The facilities and equipment of a hotel are the foundation of the hotel's existence, the support for the hotel to provide services, and reflect the reception capacity of a hotel. The hotel provides services for its guests with its facilities and equipment. Therefore, the quality of facilities and equipment is the basis and an important part of hotel service quality. The requirements for the quality of hotel facilities and equipment are: the number of well-equipped service facilities reflects the perfection and matching degree of facilities. The number of hotel facilities should not only be determined according to the tourists' situation of the hotel, but also meet the requirements of the hotel star standard. The design and layout of hotel facilities and equipment with reasonable structure should be carried out from the perspective of convenience for guests. Hotels should not only consider the availability of facilities and equipment, but also consider their practicality. Meanwhile, the operation of facilities and equipment should be simple. If it is complicated, it is necessary to clearly inform the guests of the specific use methods to avoid equipment damage caused by improper use by the guests. The comfort and beauty of facilities and equipment, on the one hand, depends on the grade and configuration of facilities and equipment, on the other hand depends on the maintenance of facilities and equipment. Therefore, it is necessary to strengthen management to ensure the comfort of facilities and equipment. Only in this way can we provide a material basis for improving service quality. The integrity of hotel facilities and equipment with good performance directly affects the service quality. It is necessary to ensure the normal operation of various facilities and equipment and give full play to the efficiency of facilities and equipment, otherwise it will bring security problems. Only by ensuring the quality of facilities and equipment can the hotel provide all kinds of comfortable services for its guests, thus improving the service quality and the reputation of the hotel. The quality of hotel products is the direct embodiment of meeting the material consumption needs of hotel guests, and its quality is the factor that affects the satisfaction of guests. The quality of the hotel's physical products usually includes the quality of dishes and drinks. The quality of catering products occupies an important position in the eyes of guests. Therefore, managers must attach great importance to it. The requirements are accurate and applicable raw material selection, fine processing and cooking, delicious product flavor and moderate catering price. The quality of guest goods, including disposable consumables and reusable consumables, is also an integral part of the hotel's physical products. It is a variety of daily necessities directly consumed by the hotel. Its variety and quality must be suitable for the hotel's star rating, sufficient in quantity, timely in supply, able to meet the needs of guests, and must also ensure the safety and hygiene of the guest items provided. Commodity quality Hotel commodities are daily necessities and handicrafts sold in hotel shopping malls. Hotel shopping malls should be complete in variety, reasonable in structure, beautiful in display and reasonable in price, and should meet the shopping preferences of customers in the hotel target market. The quality of service articles refers to all kinds of articles provided by the hotel to the service personnel in the process of providing services, such as the work car of the butler department, the tray of the catering department, the dining car, etc. It is the premise of improving labor efficiency and meeting the needs of guests, and it is also a necessary condition for providing quality services. The quality of service articles requires complete varieties, sufficient quantity, superior performance, convenient use, safety and hygiene, etc. Hotel service level Hotel service level is mainly the service state and level shown by the attitude and behavior of hotel service personnel. It mainly includes the following aspects: service attitude refers to the subjective intention and psychological state of hotel service personnel in the process of serving customers. The service attitude should be active, enthusiastic, patient and thoughtful. Its quality is determined by the initiative, creativity, enthusiasm, sense of responsibility and quality of employees. Service skill Service skill is the skill and ability of hotel employees in the process of customer service, and it is the technical guarantee to improve service quality. The level of service skills depends on the professional knowledge and operational skills of service personnel, and whether they can be used flexibly according to specific conditions. Service mode Service mode refers to the forms of service activities and behaviors, such as standing mode, delivery mode, pouring wine and delivering vegetables, etc. The service mode reflects the standard of service to a certain extent, and the service must be standardized, beautiful, decent and in line with etiquette. Service Efficiency Service efficiency is the hotel staff's grasp of the concept of time and work rhythm in the process of customer service, which requires accuracy, rapidity and timeliness. Hotel service efficiency can be roughly divided into three categories: one is the fixed service efficiency expressed by "working hour quota"; The second is to express service efficiency with "time limit"; The third category refers to the service efficiency with a "time concept" but no clear time limit, which is measured by the feelings of guests.