How to improve hotel service quality

Hotel management mainly includes assets, planning, organization, personnel, communication, coordination, incentive, budget, finance, operation and other management projects. So how to improve the quality of hotel service? The following measures may help you!

1, hotel service level support system construction.

In view of the low entry threshold of hotel employees, we should strengthen the operating skills, foreign language communication skills and increasingly popular information system management knowledge of high-star hotel employees. We should establish a training and certification system for employees in the hotel industry, and implement a voluntary research system for those who want to work in high-star hotels. Through scientific training, new employees can master certain business knowledge of hotel industry. However, the current salary level is difficult to attract talents, so it is necessary to improve the overall salary and welfare level of employees.

2. Hotel managers should strengthen their awareness of service quality.

Service quality is the central work of hotel daily management. All employees should have a sense of quality, and managers should establish the concept of service quality. Managers are firmly rooted in the concept of quality, so that quality is truly regarded as the lifeline of enterprises in daily management, so that all hotel employees realize the importance of service quality in thought and action, and the quality management system and objectives can be effectively implemented.

3. Establish a perfect service quality management system.

(1) Establish the organizational structure of service quality management. Hotels should set up full-time service quality management institutions as the organizational guarantee of the service quality system, establish a comprehensive, scientific and reasonable service quality control system, and make hotel quality management activities systematic, standardized and institutionalized through certain systems, regulations, methods and procedures, so as to bring all hotel quality activities into a unified quality management system.

(2) Formulate quality standards and quality objectives. The hotel should make clear the quality standards for the daily management and service links of various service items, formulate work norms and processes, and make employees' service behaviors have rules to follow. Truthfully record the service processes of all posts and links in the hotel, carefully analyze and study them, improve them according to the requirements of quality management, make them reasonable, and determine them in the form of words and charts to form a service process. Standardization, proceduralization and standardization of service process are not only the important contents of hotel quality system, but also the important basic work of establishing service quality management system. At the same time, the hotel should also formulate service quality inspection procedures and control standards, establish a quality information feedback system, collect and analyze the reasons for substandard services, and propose and implement improvement measures.

4. Turn right in management control.

(1) The first question responsibility system is implemented. For customers, going to a hotel means spending money to buy enjoyment. There is no need or interest to know which things in the hotel should be handled by who. They have the right to think that any employee represents the hotel and should solve their problems. Therefore, we should vigorously advocate the first question responsibility system. Hotel first inquiry responsibility system refers to the responsibility system that all employees working in the hotel are the first person to accept the guest's consultation or request, that is, the first person to solve the guest's consultation problem and put forward the request, and the first person to ask must try his best to provide the best and satisfactory service to the customer until the problem is finally solved or a clear answer is given. There are several specific requirements: first, if it is a problem within my responsibility, I will immediately ask the guests for a satisfactory answer and properly solve the guests' requirements; Second, although it is a problem within my responsibility, it can't be solved immediately because of the guests, so we should explain it to the guests patiently and meticulously; Third, if the problems and requirements are beyond my responsibility, I will not shirk them and help the guests contact the relevant departments to solve them in time.

The key to carrying out the first question responsibility system is to let every employee, especially the front-line employees, fully and clearly understand the general service content and service items of different positions in the hotel and the relationship between service processes through targeted training or cross-training activities. The first question responsibility system is not limited to the customer service of front-line employees, but also includes the logistics support services of second-line employees.

(2) staring at the critical moment. Every face-to-face communication between front-line employees and customers is a critical moment, and it is any moment when customers contact any aspect of the hotel and have a certain impression on its service quality. During the hotel stay, customers' perception of the key moments they experienced directly determines their overall evaluation of the hotel service quality. Every critical moment is the basic unit of customer perceived value. Different hotels have different critical moments. Hotel managers can call department managers, front-line employees and customer representatives to discuss with each other, draw all the key moments that the hotel needs to pay attention to, and make a list in the order of service flow for all employees to know. For each critical moment, discuss the coping methods, so that all employees can master them effectively through training.

(3) Empower employees. Authorization means that managers share information, knowledge, rewards and power with employees in the front line of service. When facing customers, employees need to have enough strength to meet the diversified and personalized needs of customers in time, as well as to deal with some special situations and accidents. Managers cannot and need not spend all their time on control and supervision. Let employees manage and control some work by themselves, which can not only give full play to the initiative and creativity of employees, but also reflect the hotel's respect for employees and make employees more responsible. It not only improves the efficiency of the hotel, but also allows customers to experience the responsible, enthusiastic and thoughtful service of the hotel staff, which will naturally improve customer satisfaction. Take the restaurant * * * as an example. Every employee in this restaurant has his own responsibilities, including those who are responsible for counting the number of linen and tableware. They should do this work well on the basis of doing basic services every day. Do a good job in cost control and reduce the waste of resources.

(4) Walking management. The vast majority of hotel services take place in all business premises of the hotel. Many times, only the customers and employees who provide services know what happened at the service site. Managers can't always sit in the office if they really want to know the first-line situation. They should spend part of their working time on the supervision of the service site. In this way, we can not only deal with guest complaints and emergencies on the spot, but also consult guests' opinions and suggestions to shorten the distance with employees.

5. Improve the coordination within the hotel.

(1) Strengthen communication management. Department cooperation is based on communication. Without communication, people will fall into a state of mutual isolation, and it is impossible to form a tacit cooperation. Hotel communication includes communication between superiors and subordinates, communication between departments and communication between people within departments. We can promote internal communication in the hotel through various group activities, such as dining with service staff and setting up staff suggestion boxes, which are concrete ways to achieve effective internal communication.

(2) Implement the post rotation system. Hotels are labor-intensive enterprises, and the repetitive work of many positions is very large, which is likely to lead to excessive fatigue or dull tendency of employees. Managers need to take job rotation to make effective adjustments. This will help to develop employees' potential working ability, break down barriers between different departments and lay a good foundation for cooperation.

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