Imperial Hotel Notes

After reading the Imperial Hotel, it is not so much a book as a customized brochure of the Imperial Hotel. Through the author's introduction, I was really shocked as a former non-hotel practitioner, because the first feeling after reading this book was: I really want to go to the Imperial Hotel to experience it. In all walks of life with fierce competition in modern times, the selling of products depends largely on the "user experience", and everything Imperial Hotel does is to make the "customer experience" of the service industry to the extreme. The following is the part that touched me a lot:

1, attaches great importance to the "first impression" given to the guests.

There is a saying that "we don't have a second chance to build our first impression", so Imperial Hotel aims at "perfection" in any link that may build a first impression for its guests. For example, let the operator "wake up his voice" before starting work, and the answer should be beautiful and concise; Even the bellboy should carefully keep records so as to provide consulting services for the guests at any time.

2. Create a "comfortable" space for guests.

Customize different "fragrances" for customers, keep the garbage for one day before handling it, and prepare "exclusive items" in the guest room, all in order to make the guests feel comfortable and safe in the hotel and make every guest want to come again.

Everything is based on "thinking from the customer's point of view"

There are many rules of Imperial Hotel, but all the rules can be adjusted in real time according to customers' preferences. Every service staff should 100% listen to the wishes of the guests, predict the services that the guests will need next, think about what the guests think, give them appropriate surprises, keep a low profile, and remember that the guests are the "protagonists"; Take precautions before they happen.

Step 4 be honest with others

All services are based on "sincerity". Only when the service personnel treat others sincerely and say compliments can the services provided make the guests feel "comfortable", otherwise they will feel "artificial"

5. All services are "just right" (separated from guests by wooden stakes)

This is the core difference that makes me feel that Imperial Hotel service is different from other hotel services. The "just right" service is actually a difficult thing to grasp, because it can be achieved not by any rules and regulations, but by the accumulated experience of service personnel and hotel rules. Can be friendly, but not too close, which has something in common with the hotel's emphasis on "elegance" and "low-key"

6. Pay attention to the basic abilities of employees.

Service personnel are the backbone of the hotel. Employees' own learning ability, expression ability and sense of responsibility are all necessary conditions to become an excellent service personnel. At the same time, it is necessary to create relevant training and learning environment and system, so that the comprehensive ability of service personnel can be better developed.

7. Adhere to the 9 executive themes of daily service.

Manners and manners of service personnel: greetings, cleanliness and manners.

The mentality of service personnel: gratitude, consideration for guests and modesty.

Quality of service personnel: knowledge, creativity and challenges

These excellent services touched me and caused me a lot of thinking. In fact, in the service industry, corporate image and team atmosphere are complementary to the state of employee service. The shaping of hotel image is inseparable from the presentation of service personnel, which is very important to the initial selection and training of employees, the clear formulation of job responsibilities, the setting of employee incentive mechanism and the vision planning of enterprises. Therefore, enterprises and employees are mutually successful and empowered.