What do you think is the excellent service of the hotel?

Every hotel has its own understanding of quality service. Some are interpreted as "smiling service", some as "thoughtful service", some as "door-to-door service" and some as "a kind of value-added service", all of which have practical advantages.

Steps/methods

1, the relationship between selection and being selected. The competition in the modern hotel market is very fierce. For guests, there are many choices. Guests are not blind in choosing hotels, but have their own selection criteria. For example, whether the geographical location of the hotel is suitable, the service attitude of the hotel staff, whether the services provided by the hotel are distinctive and so on.

2, the relationship between the guest and the host, the hotel is the host, but the concept of the hotel is very abstract, and the hotel building cannot be regarded as the host; Although hotel managers are the legal representatives, actual investors and the highest decision makers of hotels, they generally do not come forward directly in hotel services, but are only responsible for the decision-making and handling of some major events. Therefore, in practical work, guests will regard the employees who provide services for them in the hotel as the natural owners of the hotel.

3. The relationship between service and being served. What guests want to buy when they come to the hotel is the service products of the hotel. He not only compensates the cost of this service product, but also lays the foundation for the hotel to make profits. The only way for a hotel to repay its guests is to provide them with quality and affordable service products. Guests buy hotel service products to meet their own needs in the hotel, and this satisfaction is high demand. What guests need is high-quality, professional and standardized service. This kind of service is provided by hotel staff and generally does not require guests to do it themselves. This kind of service is the contact between people. When receiving the service, guests should feel comfortable and satisfied psychologically, and feel that they are the most important and popular guests in the hotel through the service.

4. When friends and guests stay in the hotel, it is easy for the hotel and guests to get along with each other for a period of time through mutual understanding and cooperation, and it is easy to leave a deep impression on each other and form a friendship. Guests are not only consumers of the hotel, but also friends of the hotel. There are many new and old friends in the hotel, and the management foundation of the hotel is very solid.

5. The guest is God, which means that the guest enjoys the supreme status in the hotel. Times are changing, so is the demand of "God", and the power of "God" over hotels is getting stronger and stronger. Only on the basis of in-depth investigation and study of "God" can hotels deeply grasp the law of customer demand, supplemented by unique marketing strategies, attract "God" and get the opportunity to satisfy "God".

6. The guest is always right. In hotel service, it is emphasized that "the guest is always right". It is emphasized that when the guests misunderstand the service mode and content of the hotel, or make comments on the service of the hotel staff, the hotel staff should first look at the problem from the standpoint of the guests and try to solve the problem from the perspective of understanding the guests and making efforts to satisfy them. In addition, emphasizing that guests are always right mainly means that hotel staff should be tactful and artistic in dealing with problems. When the fault is really on the guest's side, or the guest really misunderstood the service of the hotel staff, the hotel staff should maintain the self-esteem of the guest through clever handling, especially when there are other guests present, so as not to make other guests feel that a guest's judgment is wrong or unclear. Of course, if the guest has serious deviant behavior or illegal behavior, this principle cannot be applied.

Matters needing attention

Quality service is not a simple service skill and operating standard, but a spontaneous behavior based on the profound cultural heritage of the enterprise and the emotions of each employee. Some hotels simply regard "customer is God" or "customer first" as the driving force of quality service, which invisibly narrows the distance between customers and hotels and leads to the hollowing out of the connotation of quality service. In fact, excellent service often comes from some kind of "sense of loss" of guests in other places when your hotel has just been found back. Therefore, meeting the spiritual needs of guests is sometimes more important than material needs. So, what kind of relationship platform should be maintained between guests and employees? Let the emotional relationship between the guests and the hotel quickly reach a climax in a short time, which is the highest realm of service.