Research Paper on Problems and Countermeasures of Hotel Front Office Service Quality

Research Paper on Problems and Countermeasures of Hotel Front Office Service Quality

In daily study and work life, everyone must have come into contact with papers. Through paper writing, we can improve our comprehensive application of what we have learned. The ability to learn knowledge. There are many things to note when writing a paper. Are you sure you can write it? Below is a research paper on the problems and countermeasures of hotel front office service quality that I have compiled for you. You are welcome to share it.

Abstract: For the hotel industry, the first impression that customers have when entering the hotel is the hotel front office. Its service quality directly affects the overall image and final benefits of the hotel. . With the rapid development of our country's economy, our country's hotel industry has developed rapidly, and the scale of hotel companies has continued to expand, which has made hotel front office service quality issues more and more prominent, affecting the overall development of our country's hotels and the development of the industry. The hotel front office service problem is a major problem that needs to be solved urgently in the hotel industry. Therefore, this article analyzes some problems and deficiencies existing in the hotel front office service process by discussing the relevant theories and service status of hotel front office service quality in my country, and comes up with countermeasures to improve the service quality of hotel front office. It is hoped that my country's hotel front office The service quality has been improved, promoting the further development and improvement of hotel front office work in my country.

Keywords: Hotel front office; service quality; countermeasures

The hotel front office plays an important role in the overall service work of the hotel. It is not only the hotel's general channel for internal and external communication, but also a hub. It is an important link in the hotel's reception service work. Various departments within the hotel, such as the catering department, entertainment center, supply department, etc., and the guests' accommodation, all rely on the hotel's front office. Providing consultation and other specific services to coordinate the hotel's overall service work. Therefore, hotel front office service personnel need to be proficient in business, act quickly and accurately, ensure the provision of high-quality services, and be able to coordinate and improve the overall hotel service, which has an important status and role.

1. Problems with hotel front office services

(1) The hotel front office does not communicate well with other departments, and the service is not timely. The impact of poor communication between the front office and other departments Depends on the quality of hotel front office service. The daily work of the hotel front office is inseparable from the cooperation and expenditure of other relevant departments of the hotel. However, in the daily work process, there is no timely communication and cooperation with other departments, such as telephone communication, meeting exchanges, and group activities organized by various hotel companies. There are few, which makes it difficult for the front office staff to solve problems when they encounter some problems in their daily work. Ultimately, the quality and efficiency of the front office staff in serving customers are affected to a certain extent. In addition, in order to solve some problems of poor communication between hotel departments, the rights relationship between the hotel front office department and other departments should be standardized. The powers and work obligations of the hotel front office department and other departments need to be appropriately allocated based on the current reality of daily hotel operations in my country. In order to better provide customers with better front office service quality, other departments must fully support and assist front office staff in all aspects of any auxiliary work required when providing services to customers. Conditions and assistance, and *** assist in completing high-quality customer service; at the same time, once other department staff discover that the front office staff has deficiencies in the customer service or hidden dangers, they must handle the problem in a timely manner and promptly Report the situation to the front office department and ultimately achieve high-quality service from the front office department.

(2) Staff ability and service awareness are low

On the one hand, hotel services are unquantifiable and difficult to calculate and measure quantitatively. Usually, customers will regard hotel service staff as Attitude, service process, etc. measure hotel service quality. There are differences in the service level of front office staff and the staff's work ability. Some front office service staff have low professional standards. For example, the attire, attitude, and speaking style of hotel front office staff will affect customers' judgment of the hotel's service quality, and will ultimately affect the customer's willingness to stay.

However, the limitations of the front office service personnel's own working ability make it difficult for the front office service to meet the hotel's requirements. The problem is that they are unable to provide customers with high-quality front office services in accordance with hotel regulations. On the other hand, some hotel front office employees are subject to traditional Influenced by the concept of hotel service, there is no modern hotel service awareness, and the weak service awareness ultimately leads to a series of front office service quality problems.

(3) Insufficient attention to guest history files

As the face of the hotel, the hotel front office needs to provide services to all customers who come to the hotel. It contacts the most customers every day, so it is important to understand the customer-related The most comprehensive information. Customers who stay at the hotel are required to register at the front office and have more accurate and complete customer information to provide high-quality services according to different types of customers. The importance of guest history files can be imagined. At present, some hotel front offices do not have enough understanding of the importance of guest history files. They only serve as a record of guests staying in the hotel. Guest history data are not fully utilized, and the service quality of the front halls has declined.

2. Reasons for the service quality problems in the hotel front office

(1) Lack of effective management

The lack of effective management affects the service quality in the hotel front office. The staff are not very motivated to work on service quality, and the management of the front office staff is not in place. It is difficult to effectively control and manage front office service quality. In addition, hotel front office management is deeply influenced by traditional concepts to a certain extent and lacks effective management, which causes service quality problems in the hotel's daily work and affects customer satisfaction to a certain extent. On the one hand, hotels usually do not have an effective and complete front office service quality control mechanism. It is difficult for the company to effectively supervise and manage front office employees. There is no basis and relevant reward and incentive rules and regulations as a basis for front office staff service management. The actual effect is not obvious, and a lot of energy and manpower are spent, and the improvement in service quality is very small. Compared with the financial resources and energy spent, the gains outweigh the losses, which is not conducive to the development of hotel companies. The reason is that there is no reward and incentive mechanism, and service quality control and The management effect is not obvious; on the other hand, without the guidance of reward and incentive mechanism, the hotel's senior leaders have formulated a series of rules and regulations based on the actual situation of the company. It is difficult for the grassroots employees to increase their enthusiasm for work, and they do not perform their duties well, which leads to Some employees cannot accept some of the hotel's rules and regulations. They can't stand being restricted everywhere, and some regulations are entirely for the sake of employees, but employees don't take them seriously. As a result, hotel staff cannot work in accordance with the rules and regulations, causing service quality problems. At the same time, the work process was also careless, resulting in various errors in the work and a series of front office service quality problems. Mistakes at work often make employees dissatisfied, which further affects normal work.

(2) Training work is not taken seriously

In the daily work process of hotel front office staff, the hotel does not pay attention to sales management and service-related training during the work process of front office staff. As we all know, the front office management of a hotel includes employee work and management. Front office service personnel management is a very important part of the daily management of the hotel. It requires the participation and joint efforts of all hotel personnel. It requires the attention and awareness of the front office staff and other participating departments. Do a good job in front office service, and while doing their own work in their respective positions, improve service quality and improve work efficiency. However, in the daily work process of hotel front office staff, due to insufficient management, they have a weak sense of service. They are not aware of the huge role of employees in hotel front office services. As a result, in the daily work process, employees only focus on the completion of work tasks and goals, and often ignore services. quality and customer satisfaction. This resulted in a series of service quality problems in the hotel front office.

(3) Rules and regulations need to be improved

In the management process of hotel front offices in my country, there are no specific and practical rules and regulations as a basis. The imperfect system leads to the daily work of front office staff. Service quality varies widely and there are no agreed standards to measure it. For example, when customers enter the hotel, the rules and regulations need to stipulate how the front office staff should receive them, how to provide services to customers, and when they encounter problems.

Hotel front office rules and regulations do not need to be detailed, but staff service methods, daily attire, etc. need to be specifically stipulated. In addition, the assessment mechanism is imperfect and employees are not highly motivated to work, which affects the quality of front office services to a certain extent.

3. Countermeasures to improve the service quality of hotel front offices

(1) Standardized management

Introducing Western advanced hotel management technology and the reality of hotel operations in my country Combined with the situation, we will formulate hotel management methods and management mechanisms that are consistent with our country's hotel management and standardize our country's hotel management. First of all, standardize the cooperation mechanism between internal departments of the hotel. When the hotel front office requires the cooperation of other departments, other departments have the responsibility and obligation to assist the front office staff in completing the front office work. This is used as one of the standards for salary payment to improve Cooperation between departments is implemented; secondly, attention is paid to rewards and incentives for front office staff. Excellent front office staff need to be rewarded and praised in front of all employees, so as to use the role model effect to continuously improve the service quality of the hotel's front office.

(2) Regular training

According to the working situation of hotel front offices in my country, in order to better improve the quality of front office service, regular training is needed for front office staff: First, work ability Training, regular training and guidance for front office staff on how to provide good front office services, what front office services need to pay attention to, and methods to improve the quality of front office services, etc.; the second is the attitude and concept training of front office staff. Since you are a front office staff, Front office service personnel need to have the proper work attitude, change the traditional service concept, and be rooted in the modern hotel front office service concept.

(3) Establish and improve relevant systems

First of all, it is necessary to establish and improve regulations related to the daily work of front office staff, carry out standardized regulations, and provide customers with standardized front office services. When problems arise, penalties will be increased to improve the quality of front office services; secondly, the performance appraisal mechanism will be improved to reward outstanding front office staff who perform well, and use this as an example to motivate other employees. Ultimately, the overall service quality of hotel front offices in my country will be improved.

(4) Make full use of guest history files

Pay attention to making full use of guest history files. First of all, the hotel front office needs to register accurate and complete customer information to ensure that the front office staff have evidence to rely on when providing services to customers. Customer information must cover basic information such as the customer's name, gender, phone number, etc. In the past, people who stayed in the hotel Record some customer information such as check-out time, room type and other living habits, and when the customer stays in the hotel this time, update and improve previous information to understand customer needs and provide personalized and high-quality front office services; Secondly, use customer files to establish and complete customer relationship management work, such as regular return visits to customers, understand customer satisfaction, check-in needs, and collect opinions, etc., to gain a deeper understanding of customers and provide better front office services.

The improvement of service quality by hotel front office staff can prompt customers to enhance their favorable impression of the hotel in the first place, win loyal customers for the hotel, and improve hotel efficiency. The importance of hotel front office service quality is reflected in all aspects of the hotel. It is necessary to improve the hotel front office service quality. The most important thing is to strengthen and improve hotel management, staff, hotel systems and other aspects to promote the hotel front office to improve the service links. to the chain, ultimately improving the service quality of the hotel's front office and making the hotel invincible.

References:

[1] Lu Sanyu, Zheng Zhongqiang, Li Mimi, Research on factors affecting hotel front office service quality [J]. Journal of Tourism. 2014

[2] Luo Zhenpeng. Analysis of hotel front office service quality and customer satisfaction - taking Novotel Peace Hotel in Beijing as an example [J]. Journal of Tourism. 2013

[3] Li Yaru. Brief analysis of Jin Strategies to improve the service quality of the front office department of Chen International Hotel [J]. Science and Technology Vision. 2014

[4] Ouyang Xiaobo. A brief analysis of the service quality problems of the hotel front office department [J]. Business Economics. 2013

[5] Wu Junwei. A brief analysis of the selection of front office personnel in high-star hotels [J]. Journal of Changchun University of Science and Technology. 2011;