"Smile Service" in Hilton Hotel Management

Due to its superior geographical and human environment advantages, China's tourism industry has become the leading industry of the tertiary industry, showing strong development momentum and prospects. With the increasingly fierce competition in the industry, serving tourists is the fundamental direction for all tourism enterprises to be invincible in the competition, so the competition and contest in the industry has never stopped. Whether it is hardware facilities or software services, doing a good job of smiling service is an important value-added point for tourism enterprises.

There are countless well-known hotels at home and abroad for their service tenet and corporate culture with the theme of "smile". Because any hotel manager knows that smile is a world language without translation, and it conveys a kind, friendly and pleasant message.

However, I need not emphasize the importance and indispensability of "smile service" for the operation and development of our hotel. Because I want to highlight the benefits of "smile service" with a simple cost-utility analysis. Some people may say that smile is only a manifestation of people, and emphasize that "smile service" is only a concept and conceptual thing, so what is the cost? However, I think that if "smile service" is regarded as an activity planning scheme that can add value to the interests of enterprises, then the implementation of "smile service" is no longer conceptual, but can be seen and touched, so obviously, the implementation of this behavior has a cost.

Jeremy Bentham, the pioneer of utilitarian philosophy, thinks that there is a program that can measure happiness and pain, and Join Mill evolved this "happiness calculation" program into "cost-benefit analysis" to prove the principle of "maximizing the maximum number of happiness". In reality, cost-benefit analysis is often used to determine whether the behavior is correct.

If "smile service" is regarded as an activity planning scheme, the first thing to consider is the specific content of the activity, including the training of "smile service", the specific operation of the department about the activity, and the establishment of the activity fund (for employees' reward). Among them, the expenses required for the activity account for the vast majority of the activity cost, and the specific digital information can be decided by the hotel decision-making level. Suppose the hotel sets up a smile service activity fund, with 500 yuan RMB per month, in which "Smile Star" is RMB in 200 yuan and "Smile Service Team or Department" is RMB in 300 yuan. This activity will last for 12 months, with a total amount of RMB 6,000. We can use this 6,000 yuan as consumption cost for "Smile Service" planning activities.

Let's look at "income"-"income". The hotel benefits brought by "smile service" benefit from the satisfaction of guests. Apart from other conditions, we think that the satisfaction of guests comes from the smiling service to the hotel. Then these benefits mainly come from the second check-in consumption of hotel guests and the first check-in consumption of introducing other guests. Suppose that the "smile service" activity has been well implemented within a certain day when the hotel is in normal business. Among the 100 guests, 20% will stay for consumption again or introduce a guest for the first time, that is, the income will come from the consumption of these 20 guests. According to the hotel's consumption price level, the average consumption of each guest is at least RMB in 500 yuan. It can be concluded that the hotel's income is 65,438+00,000 yuan because of the implementation of the "smile service" activity. This does not include long-term welfare growth and currency inflation. Then it is obvious that the benefits of implementing the "smile service" activity far outweigh the costs. Therefore, from the perspective of utilitarian philosophy, this is in line with the principle of "maximizing happiness".

In fact, the most famous examples of this cost-benefit analysis are Hilton Hotel and Beijing.

The motto of the hotel industry is: "Did you smile at the guests today?" This is also the core content of his book "Feel at Home". In less than 90 years, it has grown from a hotel to more than 65,438+000, covering all major cities on five continents and becoming one of the largest hotels in the world. The secret of its success is undoubtedly to promote "smile service" to brand culture.

A successful hotel manager will not just say "smile at the customers". How to carry out this service tenet depends on various measures to promote this tenet and make it a hotel feature, even a corporate culture. I also have some humble opinions on this:

On the formulation of "smile service" standard. Smile service: not only to smile at the guests, but also to smile from the heart; Eliminate the troubles of guests and pass on the smile to customers; Have a timely smile and accurate body language; Communicate with customers emotionally and express your meaning accurately.

Hotel staff receive regular training. Staff training includes managers and managed people. The training content should not be limited to business skills, but also include service concepts and corresponding cultural needs. Because of the great mobility of hotel service personnel, the focus of training should be on middle-level managers, and the upward mobility is undoubtedly the greatest role for the communication between managers and managed people.

Employee satisfaction. Hotels should not only consider the satisfaction of customers, but also the enthusiasm of employees, which will affect the efficiency of decision-making. Employee satisfaction mainly comes from welfare benefits and management's recognition of themselves. I believe that if these two items are missing, then "smile service" will only be treated negatively by employees from the beginning.

"Smile service" is a cliche in various service industries, and its importance is not discussed in detail here. How to do it and how to do it well is something we need to re-recognize. Successful cases require us to deeply understand the hardships behind them, learn the successful experience and culture and apply them to our own special conditions and environment to form our own unique experience and culture to enhance our brand.

"Xiu Yuan is a long road, but Xiu Yuan is a long one", which requires the efforts of all employees, even generations of employees. This is the only way for all hotel people. A thousand miles of silicon can be accumulated into rivers and seas. In the face of all difficulties and hardships, you can respond with a smile. Then, in the harvest season, we can really laugh happily.