Service Quality Management Paper

Service quality refers to the degree to which the hotel provides services to customers based on the facilities and equipment it owns and is suitable and meets the material and spiritual needs of customers in terms of use value. Now I will share with you some service quality management papers. Come and enjoy them with me. Service Quality Management Paper Part 1

Modern Hotel Service Quality Management

[Abstract] Service is the life of a hotel and an eternal topic. This article points out the issues that need to be paid attention to in improving hotel service quality management by identifying the gap between my country's hotel service quality management and foreign hotels.

[Keywords] Service quality management

With the development of market economy, service quality has undergone great changes from understanding, concept, connotation to requirements and standards. Considering the management of service quality as the life of the hotel, it can be said that it is the result of fierce competition in the market. For restaurants, the most important thing is competition in service quality. Therefore, strengthening the management of service quality and how to ensure hotel service quality are issues facing many hotels.

1. The gap between my country’s hotel service quality management and foreign hotels

1. The gap in service attitude. There is still a certain gap between the civilized quality of employees in some hotels in our country and those in foreign hotels. For example: the management level of managers lacks artistry, which leads to employees being slack at work and not being proactive, resulting in a decline in service quality; the service staff lacks enthusiasm, which is manifested in "mechanical" smiles and "unemotional" speech; the kitchen staff Before the guests even leave the restaurant, they walk freely around the restaurant and wait. The reason for this gap is that our history has the traditional thought of despising service work, and few people regard service as their career. The concept of foreign hotel employees is exactly the opposite. They can correctly handle the change of roles. At work, they can do a good job in service, carefully observe the needs of guests, and provide targeted and proactive services in a timely manner; they are good at adjusting themselves after get off work. , be fully prepared for tomorrow's work.

2. The gap in work efficiency. Internationally, the embodiment of efficiency is a clear concept of time. It takes a few minutes to serve food; it takes a few minutes to call a taxi; if the facilities in the room are broken, how long it will take to repair them; and the checkout at the front desk is completed within a few minutes. Such large and small services all have quantitative service standards. Although there are differences in specific quantities, the principle of speed and simplicity is the same. However, some hotels in our country have not yet established the awareness of service efficiency. Where efficiency is most needed, it is often expressed through vague concepts. It is actually irresponsible to answer guests with words such as "almost", "soon", "soon", "wait a moment" and so on. The result will inevitably lead to dissatisfaction of guests, especially foreign guests who are very time-efficient. In other words, any delay is a loss and waste of money. In foreign countries, the smaller the unit of measurement of wages, the higher the work rate, and the two are inversely proportional. Domestic hotels generally calculate wages on a monthly basis and calculate awards on a quarterly basis (there are also annual awards). This makes it difficult to clearly link with employees' work efficiency. Even if there is laziness + waste, etc., it cannot be directly deducted from the corresponding part-time compensation. .

3. Gap in service standards. Service specifications are the specifications and standards that an enterprise's service quality should meet, and are guidelines that all employees must abide by. The foreign hotel industry refers to service standards as the law within the industry. Some hotels in our country have not yet established a complete service standard system, so employees are prone to customer complaints due to hotel service quality issues at work. For example, the restaurant does not have a menu for the special dishes of the day, and the daily menu is out of stock and cannot be served on the same day; the waiter is not busy pouring wine, and collects the dishes and chopsticks as if there is no one around, ruining the atmosphere of the restaurant; in summer, the air-conditioning and ventilation are poor, and the smell of sweat and oil The smell is strong; business hours are not strictly enforced, and some restaurants even start turning over the tables and taking out the trash before the time is up, which is obviously to drive customers away. This is simply unbelievable in foreign countries; the room attendants moved guests' belongings without authorization during cleaning, the room essentials were incomplete, the quality of disposable guest supplies was too poor, and could not meet the needs of guests; the personalized service was not obvious and could not reflect the characteristics of the hotel etc.

2. To ensure that the "food and accommodation" link of hotel services can continue to meet the needs of all types of tourists in the development of my country's tourism industry

1. Create a good atmosphere .

The hotel is also a small society. The service object is "people". Taking "people" as the center, it is the deep-seated responsibility and task of the hotel industry to well satisfy the wishes of guests with different levels and professions. Of course, it is not easy to create a comfortable and convenient environment, but it is even more difficult to create a psychological atmosphere where emotions and scenery blend. The hardware standards of a "five-star" hotel are very specific, but who can tell the "psychological" standards of a "five-star" hotel? In today's world, whether it is rich or poor, whether it is foreigners or Chinese, whether it is Great men and mortals all have various desires, but the greatest desire is "spiritual balance." Wouldn't it be more meaningful if the hotel could create a "home" atmosphere that is easiest to communicate, integrate, and understand? Starting from small things, we can well grasp the psychological pulse of guests, provide practical service, and be cordial. Rather than being attentive, thoughtful rather than cumbersome, standard rather than rigid, and enthusiastic rather than formal, we allow guests to be naturally comfortable from the inside, thus creating a sense of "enjoying life". Although the person has left, the love is not over and the aftertaste is endless. Hope to visit again.

2. Create a unique hotel personality. People often say: "Restaurant, hotel, one is for staying, and the other is for eating." This just shows the exclusive nature of the hotel. But what truly embodies the hotel's personality are the "subtleties" that go unnoticed. Whether it is "hardware" facilities or "software", we do not neglect every "detail". Even the main body of the hotel, the clothes of the waiters, the hairstyle, the decoration, and the color of the tableware can reflect the difference from "others" "My" characteristic of this hotel. The content of hotel service quality includes the hotel's facilities and service levels. Therefore, whether in terms of facilities or service levels, it should reflect "unique" from the general to the subtle, highlighting the hotel's personality and performance. If you don't have it, I'll have it. If you have it, I'll have it. If you have it, I'll have it. If you have it, I'll have it. For another example, in terms of service, you should use unique and thoughtful details to make guests feel that your hotel is different from other hotels.

3. Everything is "people-centered". The hotel service industry is a "people"-centered industry. The service objects are "people" - it is the "customers" who bring money to the hotel; it is also the "people" who create wealth for the hotel, the employees who are doing ordinary and trivial things in obscurity all the time. Respecting people, caring for people, understanding the personality of each employee, maximizing their potential, and discerning the brilliance of the corporate spirit reflected in their words, deeds, and smiles are the core issues of corporate management and also The most fundamental task of business leaders. The waiter took care of this little detail. In order for each employee to realize their potential, they must have the skills and qualities to realize their potential. It is the most basic issue for hotels to formulate specific and highly operational standards for each position and each procedure. Hard standards, hard training, hard execution, and hard fines are also the basic skills of hotel management. After these few hard passes, the service skills of the employees will also pass. They will be able to work with ease, and many "subtleties" will be brought into full play in the process of "practice makes perfect".

In practice, many hotel managers one-sidedly emphasize upgrading the hotel's class and star rating, do not seriously understand the actual needs of guests, spend a large amount of money on improving the hotel's hardware facilities, and excessively pursue the tangible. The facilities are luxurious and high-end. The author believes that in the overall combination of hotel products and services, the intangible service component is more important. This approach cannot improve the return of hotel quality investment. The tangible product components of various hotels are often similar. In recent years, the differences between hotels in guest rooms and other hardware facilities have become smaller and smaller. It is difficult for hotels to differentiate themselves from their competitors through tangible product components. Only by improving service quality can hotels effectively improve guest satisfaction, differentiate themselves from competitors, and stand out in the competition.

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