How to make the hotel service perfect?

The service attitude of hotel service personnel is directly related to the brand image of the hotel. Heng 8 hotel chain requires its service personnel to do the following work well to improve the service level and ensure that customers can enjoy meticulous hotel services when they come to the hotel.

1, improve attitude

When a guest receives service in a hotel, the attitude of the service staff he contacts greatly affects his impression of the whole hotel service and becomes an important factor for him to evaluate the quality of hotel service. Attitude in place requires all hotel service personnel who directly face the guests, including doormen, bellmen, front desk receptionists, room service personnel, etc. Pay attention to and respect guests, fully understand their mentality and needs, think what they think and help them.

Step 2 change the way

Generally speaking, hotels have their own ways to provide services, and guests also have their own ways to receive services. When the service is in place, the hotel is required to provide services in a way that guests are used to accepting. I'm afraid the most talked about hotel services now are Chinese-style bed making and Western-style bed making. At present, many hotels in China provide western-style bed-making services for their guests. But when the guests went to bed the night before, they pulled out all the quilts and covered them, but the room attendant made the western-style beds neat for the guests the next day. Although the hotel has invested a lot of time and energy, this service mode is not in place, so it is necessary to make the Chinese beds for guests in place.

Step 3 improve efficiency

Efficiency in place is largely reflected in the service staff's grasp of the service rhythm. With the accelerated pace of people's life, hotel services now emphasize speed and efficiency to reduce the waiting time of guests and improve their satisfaction. But the pace of service should be adjusted according to the actual requirements of the guests. For example, when a guest was dining in a hotel restaurant, he was deeply dissatisfied with serving food too quickly. The reason is that he met his long-lost old friend that day and hoped that the restaurant would serve food slowly so that he could have enough time to chat and drink with his old friends, but the hotel could not. In less than 20 minutes, all the dishes were served. Therefore, although the hotel's service efficiency is high, it is a sign that the service is not in place.

4. Improve your skills

It is not enough to have an attitude when the service is in place, but also to have skills and skills to ensure it. Skills and skills are embodied in all aspects and links of hotel service. Different positions have * * * requirements, such as communication ability, coordination ability, complaint handling ability, language expression ability, foresight ability, and the ability to remember guests, as well as personality requirements, such as the ability of restaurant waiters to order food, divide dishes, explain food nutrition, room attendants to troubleshoot simple room equipment, analyze guest preferences, and the ability of front desk service to identify guest types and preferences. With these abilities, service personnel can better meet the basic requirements and some special requirements expected by guests in the service, so that the service can be effectively implemented in practical work.

Step 5 pay attention to details

High-quality hotel service pays great attention to details, and the details in place can often leave a deep impression on guests and lay a good foundation for word of mouth. For example, at the banquet, the hotel waiter learned that there were diabetics among the guests and offered him a bowl of sugar-free taro soup. When one of the guests is confirmed to have a birthday, inform the relevant management personnel to send birthday cakes and extend warm wishes; When the guest has an upset stomach, the waiter immediately sends a bowl of light noodles to the room, and so on. These are all manifestations of the details in place.