Hotel management suggestions that hotel managers must see.

20 17 hotel management suggestions that hotel managers must see.

In order to ensure first-class service, we must establish a sense of hotel management. Through the hotel management process, carry out various management functions and achieve the expected business objectives. Below, I will share some hotel management suggestions with you. Come and have a look!

Hotel management innovation determines success or failure.

The gap between similar hotels lies in the details. The function of the hotel is the same, and there is not much difference between similar hotels. The main difference lies in the details. This requires a detailed classification of customer groups and corresponding personalized services, so as to reflect the characteristics and innovation.

The success of the hotel depends on the accumulation of details, which is the embodiment of daily work flow, service regulations and service standards, especially the solution of individual cases. We should pay attention to every detail, otherwise we will lose the market because of small losses. The market competition is becoming increasingly fierce, and the profit space is gradually narrowing.

Do market research regularly in advance and make corresponding adjustments according to your own advantages and disadvantages. This is innovation. This kind of innovation often determines the share and profit, which is very important.

Expand customer resources. The customer is god.

Without customer resources, nothing else can be discussed. Therefore, how to expand customer resources is the top priority of management. In expanding customer resources, I think we should pay attention to the following aspects.

1, providing quality service. In this way, word of mouth is one of the important ways for us to expand customer resources.

2. Strive for cooperation with several major travel agencies and strive for team customers. Team customers are the guarantee of long-term interests and the guarantee of improving occupancy rate. In this regard, it is necessary to provide preferential treatment to team customers and be financially convenient. In addition to travel agencies, I think other travel agencies that often organize groups also try their best to fight for it. Of course, this requires the efforts of managers and hotel marketing teams.

3. In the development of customer resources, VIP customers should be given some corresponding preferential policies and personalized services, so that VIP can enjoy exclusive honor here. Let these people feel that they are not a mass group. For some long-term and important VIP customers, the price concessions are insufficient, and humanized services (legal services, of course) are needed to make important customers feel different, which is very important to ensure the occupancy rate in the off-season.

4. Do a good job in hotel service marketing. Now hotel marketing should be carried out through TV, newspapers, brochures and other ways, especially using the advantages of the network to carry out marketing and advertising in the website forums that everyone often goes to. For example, forums, post bars, Zhihu, Weibo and so on.

All hotel employees should establish a sense of service.

This is the most important point, because the hotel is a service industry, providing services in order to obtain profits and value. It must be clear that guests should get it if they pay? Value for money? Corresponding services; Guests are the parents of the hotel and the source of the hotel's survival. The hotel must be based on respecting the guests, standing in the position of the guests, thinking about what the guests think, anxious about what the guests are anxious, and providing first-class service for the guests.

The service here requires active service, that is, when guests come to the hotel, employees should take the initiative to serve the guests, rather than waiting for the customers to make service requirements before providing services, which is very different.

I found that many hotels can't do this now, and all they provide are passive services, which is a concrete manifestation of employees' lack of service awareness. If our hotel can do this, it will leave a good impression on the guests. Feel at home? This feeling.

Suggestions on internal staff management

1, respect employees. Everyone has self-esteem and wants to be respected, especially the employees who work in hotels. As a hotel manager, only by respecting employees can employees respect you better and cooperate with your work.

2. Treat employees equally. We should be open, just and fair.

Improve service quality

1. The most important thing to improve service quality is to get the service details in place. Details determine success or failure! The quality of service depends on the meticulous work. Only when the service details are in place can guests feel the existence of the service, because the services provided by hotels are generally the same, and only the nuances can reflect the management level. Only by doing small things that ordinary people don't pay attention to can we distinguish our hotel from other hotels and give guests an unusual feeling.

Imagine what it would be like for a guest to come back after staying in a hotel for a year when the front desk can remember the guest's name and preferences and take the initiative to help the guest arrange!

2. Standard rules for services must be established. When formulating the service regulations, first determine the link procedures of the service, such as booking? & gt check in? & gt check out? & gt room cleaning? & gt check-in, it is necessary to determine the unified action, language, time and equipment of each link, and also include ways and means to solve accidents and temporary requirements.

These should be expressed in the form of rules and regulations. Unify all kinds of service work with service standards, and achieve standardization of service quality, standardization of service posts, and sequencing and serialization of service work. Ask employees to do it and do it well!

3. Do a good job in employee training. The competition of service quality among enterprises is mainly the competition of employee quality. It is hard to imagine that employees without good training can have high-quality service. Employees are required to be aware of their thoughts and actions.

4. Have a good implementation plan. Long-term implementation can make the work better. This is extremely important. Rules and regulations are made by people, but if they are not well implemented or implemented for a long time, they will fall short.

5. Do a good job in information collection. Of course, what I'm talking about here is legal information collection. Such as customer registration information, service effect, customer satisfaction, customer suggestions and opinions. These are all very important. Because of the great mobility of hotel customers, the emotional relationship between customers and hotels is very weak.

It can be said that there was no emotion before moving in. If we collect the customer's registration information and call him on his birthday, the effect is very good. We should also pay attention to customers' opinions, especially the unsatisfactory places, keep them well, and improve or correct the bad places. It is unacceptable for anyone to make the same mistake twice on the same guest, and it is also a failure in management. This is a place that needs great attention to details.

On the management and requirements of front desk staff

The front desk is the image representative and window of the hotel, and its position is very important. For the front desk staff, it is required to do a good job in accordance with the prescribed procedures and treat every customer who comes to the hotel with a smile, even if they come to borrow the toilet.

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