What is the importance of details in hotel management services?

Hotels are a typical labor-intensive industry. Hotel management can be said to be composed of a large number of details, which form the basis of service quality. If you do not realize the importance of detail management, you will not only lose the "watermelon" in hotel management, but you may not even be able to pick up the "sesame seeds".

1. Getting the details right depends on a change of perspective. The same problem will lead to different conclusions from different angles. The view of the details depends on the manager's ideology and the manager's observation, insight and ability to analyze problems. Therefore, only by changing the concept can we pay attention to the details and grasp the overall situation through the details. If management fails to pay attention to the quality of employee meals, it may lead to serious problems such as mass employee turnover.

2. Strategic decisions originate from detailed analysis. Whether strategic or tactical decisions, they are all made after analyzing clues. Management decisions are also the result of analysis of market signs and trends, as well as analysis of detailed issues in daily management. If you are not good at analyzing details, you will not be able to make correct decisions.

3. There is no big thing in hotel management. Only by doing small things well can big things be achieved. The quality of service depends on the degree of detail work. Only when the details of service are in place can guests feel the existence of service and the hotel can achieve experiential marketing. In the management of every detail, only the subtleties can show the level of management. Only by doing small things that ordinary people don't pay attention to can you distinguish your hotel from other hotels, because all hotels are similar.

2. The attitude towards details determines the quality of the hotel

Enterprise quality is the quality of self-survival, self-improvement and sustainable development of an enterprise as an organism. The quality of a hotel is reflected in the fact that the enterprise exists as an enterprise that meets changing needs with products and services and aims to obtain profits. As the collective and systematic quality of an organization, it is the quality of its team and culture that pursues its sense of mission and ultimate goals. From the concept of corporate quality, we can see the relationship between the success or failure of hotel operations and detail management.

1. Management’s leadership reflects detail management. As Bruno Titz said: "An entrepreneur has a clear business philosophy and an infinite love for details." It is impossible for enterprise managers to do everything personally, but they must be aware of every detail, have the ability to solve detailed problems, and become a role model for employees. Only in this way can the enterprise's work be truly detailed and in place.

2. The cost of hotels ignoring details. The work of a hotel is made up of details. If there is a problem with a certain detail, the link will be deviated from the center or even broken. A delicious dish is dotted with coriander leaves, but if there are yellow or black leaves among the coriander leaves, the beauty of the dish will suddenly decline. A littered cigarette butt may turn a hotel into ashes, and a wrong pricing may lose a market!

3. The differences between similar hotels are made of details. The functions of the hotel are consistent and there is not much difference between similar hotels. However, both operators and consumers can clearly identify A, B, C and D. The basis of this identification is the difference in details. For example, Beijing's Wangfu Hotel and Lido Holiday Hotel, guests can clearly distinguish them from any angle.

4. Success comes from the accumulation of details. The success of a hotel depends on the accumulation of details, which is the embodiment of daily work procedures, service procedures, and service standards, especially the resolution of individual cases. Success and failure are connected by details. If you do well, you will succeed. Otherwise, you will fail because of small mistakes and big mistakes.

3. The essential connotation of hotel detail management

The biggest thing in hotel management is safety, that is, the safety of the hotel and guests’ personal property, and safety work is composed of details. The entire process from system establishment and implementation to equipment maintenance constitutes safety management. Therefore, the essence of detail management is to do every job creatively.

1. Hotel detail management is an innovation.

Hotels in various countries around the world are consistent in their functional settings, and the differences between them are the subtleties that are ignored by ordinary people but are done well by managers. These subtleties are the result of innovative thinking and careful observation. Especially in management, whoever can change things that are taken for granted and do them well is a kind of innovation.

2. Detailed management is the embodiment of the art of management. Management is not only a science, but also an art, and the management of details is the embodiment of the art of management.

3. The hotel must form a quantitative system for detail management. In hotel management, the pursuit of details is endless, but the pursuit of details can be measured. The scale of measurement is to formulate corresponding standards and norms. These standards and norms constitute the quantitative system of hotel management. For example, some hotels clearly stipulate quantitative indicators such as cleaning time intervals and cleanliness levels for the sanitation management of lobby restrooms.

4. Detail management is a requirement in the era of meager profits. Market competition is becoming increasingly fierce, profit margins are gradually shrinking, and the economy has entered an era of meager profits. The hotel market is no exception. Every operator is feeling the pressure of declining profits, and this decline is accelerating. Therefore, how to increase profits and how to maintain existing profit margins has become a concern for operators. British industrialist Leo Bell summarized the key points of making money in the era of low profits as the six-character rule of "forecasting, differentiation, and innovation". The core of which is to emphasize the role of detail management in improving the competitiveness of the hotel market.

IV. The implementation of zero-defect service strategy is the main form of detail management

Zero-defect service is a service concept, and detail management is a work policy. Only by adhering to this policy , in order to implement this concept.

1. Market competition requires hotels to emphasize details and provide perfect services. Market competition not only makes profits smaller, but also makes services more perfect. In this environment, "spoiled" consumers are very picky. Without the concept of zero-defect service, it is impossible to provide perfect service, and the hotel will lose customers and market share.

2. Discover carefully and respond to customer needs immediately. Customer needs are dynamic and evolving, which puts enterprises in a passive position. If they want to become proactive, they must provide services that are consistent with guest requirements in detail and narrow the gap between hotel products and guest needs. the gap between.

3. Pay attention to details and the purpose and pertinence of each service. Purpose is the purpose of service, and pertinence is the key to customer satisfaction. The hotel's service is to meet the needs of customers and realize the hotel's value in the service process. Therefore, the hotel's value must be connected with the customer's value to form a value alliance. To achieve this, it is necessary to provide targeted services to each customer.

4. Consider the psychological details of customers and ensure that the service meets the standard the first time. Hotel service is an interactive behavior, and services can only be provided when guests come. This kind of service is a process and experience. Both the process and experience can be repeated, but the first impression and first experience determine the customer's satisfaction. Therefore, hotel employees must work hard to make customers feel good in many details such as personal appearance, polite speech, tone and expression, service efficiency, etc., and "work diligently" to win the recognition of customers for the hotel.