In a hotel, what is service consciousness?

1. Service is an important consciousness.

Hotels are service industries, hospitality is the most basic feature of this unemployment, and service is the soul and essence of hotels. Hotels that deviate from service consciousness are often in a mess. Serving guests is the real and all-round work content of hotel operators. Although hotels are usually divided into many different departments with different basic job responsibilities, the purpose of each department is very clear, that is, to serve and satisfy guests.

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2. Quality service consciousness

Winning the loyalty of guests depends on excellent service. What is quality service? Experts believe that standard service+beyond service = excellent service. The hotel's quality service mainly includes three aspects:

(1). Validity of the specification

The standardization of hotel service is the basis of high-quality service, and the premise of observing the norms is that the norms should be scientific and reasonable. Therefore, the hotel's norms should be based on the concept of "guests first", consider problems from the perspective of guests, and emphasize the effectiveness of norms. The hotel formulates rules and regulations, and through the requirements of employees' behavior, it achieves the goal of providing satisfied service to guests. Excessive norms are not friendly enough, and sometimes even make guests feel inconvenient. And then become a victim of norms. Reasonable standards also need to be correctly implemented by employees, that is, hotels are required to provide flexible services for employees under some special circumstances through appropriate training and guidance according to the needs of guests, so as to improve the satisfaction of guests, rather than sticking to the rules, not to emphasize standards unilaterally, which will make guests encounter more troubles.

(2) Personalized service

The difference between hotels comes from the details. Details and personalized service complement each other. Details reflect the differences of hotels, and personality is the soul of quality service. With the improvement of living standards, guests pay more attention to details-their own feelings. In this case, whether a hotel can satisfy its guests is not entirely because of its luxury, but sometimes the meticulous and enthusiastic service can impress people more. Win the loyalty of guests. In many cases, providing warm service does not necessarily require any additional facilities and equipment. What it needs may only be the staff's "guest consciousness" and the professional habit of thinking about guests everywhere and taking convenience as the principle. In many hotels, you can often hear the staff answer the guest's question like this: "I'd like to help you, but this is not my department." You have to go to the lobby below, turn left and right, and then you can ask someone to help you. " This practice of letting guests run around is actually a manifestation of poor service and no "customer first" consciousness.

Personalized service is also reflected in doing well before the guests speak: that is, by carefully observing the guests, predicting their needs and satisfying them. It is also reflected in the various "dark services" provided by the hotel. In the hotel service, besides face-to-face service, there are many services that guests can't see but can feel, that is, "dark service". For example, the provision and placement of guests' supplies is a detailed problem. It is also a "secret service" provided by the hotel. Can also leave a deep impression on the guests. Therefore, the best service of the hotel is not necessarily face-to-face hunger service, nor does it require a lot of investment. The key of service is to let the guests feel the care and consideration of the hotel.

3. All-round service consciousness

As mentioned above, service is the basic feature of the hotel industry and the most basic quality that every hotel employee must have. Both department managers, general managers and ordinary employees should abide by this rule, not just asking employees to pay attention to gfd, courtesy and efficient service. , and the department manager or supervisor is bureaucratic jargon.

Fourth, the consciousness of the supremacy of guests.

"Guests first" is a service concept, but at present, many hotel employees have changed "guests first" into "managers first". For example, when guests and managers walk together, employees greet the manager first, and then pour tea for the manager, instead of giving priority to serving the guests. This situation needs to change.

In normal times, each of our service staff can recite that the guests need to come first, the guests are always right, promise the guests with integrity, stabilize the guests with interpersonal relationships, provide services with clever and effective technology and so on. But when individuals get emotional, they begin to complain about their guests' mistakes. The key is that everyone should always remember and be self-disciplined at any time.

"The guest is always right" is mainly aimed at the level of hotel customers, and it is proposed to give the "right" to the guests through the art of "letting" without arguing. We should also know and understand the guests from the perspective of goodwill, and influence the behavior of some unconscious guests through our own standardized services.