Hotel Personalized Service and Management Book Catalogue

Chapter I Overview of Hotel Personalized Service

Section 1 Personalized Service

Second, the connotation of personalized service in festival hotels.

First, the meaning of hotel personalized service

Second, the classification of personalized services

Third, the characteristics of personalized service

Fourth, the advantages and disadvantages of personalized service

Section III Generation and Formation of the Concept of Personalized Service

First, the emergence of the concept of personalized service

Second, the formation of personalized service concept.

The fourth part is the development and present situation of personalized hotel service in China.

First, China's historical requirements for personalized hotel services

Third, the status quo of personalized service in modern hotels

Cases and analysis

Case 1: Milgray Experiment and "Opinion Leader"

Case 2: World Golden Key Hotel Alliance-Brand Extension of Personalized Service

Case 3: Magic Color Changing Cup in Lobby

Case 4: Double-sided spray hand dryer-low-cost personalized service innovation

Case 5: Warming Lights in Huake Mountain Villa

Chapter II What services do our guests need?

What do guests need?

I. Service products

Second, the service environment

Third, the service realization system.

Fourth, the service experience of the guests.

The expectations of the guests in the second quarter

First of all, what are the expectations of the guests?

Second, the expectation of service products.

Third, expectations for the service environment.

Four. Expectation of service implementation system

The third part studies the purpose of hotel personalized service.

First of all, the study of personalized service is helpful to clarify the meaning of personalized service.

Second, paying attention to personalized service research can enhance the hotel service concept.

Thirdly, the research on personalized service is to clarify the theory and method of practicing personalized service.

Fourth, pay attention to the research of personalized service to help practitioners improve their own quality.

Cases and analysis

Case 6: Temporary Pet-Hotel New Home

Case 7: fish tank elevator-an ingenious five-star lobby

Case 8: Design of Radisson Royal Hotel Copenhagen, Denmark

Chapter III Hotel Personalized Service Design

Section 1 Design Purpose of Personalized Service

First, the purpose of personalized service design

Second, issues that should be paid attention to in the design of personalized service

Section 2 Design and Determination of Personalized Service Scheme

First, the design of personalized service scheme

Second, the determination of personalized service design scheme

Third, determine the specific scheme of personalized service.

Third, the personalized innovation content of festival hotels.

First, concept innovation.

Second, brand innovation.

Third, management innovation.

Fourth, service innovation.

Section IV Significance of Personalized Service to Service Industry

First, it reflects the scientific nature of the service industry.

Second, it embodies the advanced nature of the service industry.

Third, emphasize the practicality of the service industry.

Cases and analysis

Case 9: Shouxing Hotel

Case 10: Bookmark of Golden Tulip Shop

Case 1 1: Korean starch toothpick

Chapter IV Personalization of Hotel Lobby

Chapter V Hotel Room Personalization

Chapter VI Personalization of Hotel Catering

Chapter VII Personalization of Hotel Marketing

Chapter VIII Cultivation of Hotel Personalized Staff