How to be a good hotel owner?

The soul of hotel management: paying attention to guests, paying attention to details and caring for employees are composed of details, which are the basis of improving service quality, and the details in place depend on the change of ideas. Therefore, only when the service details are in place can the guests feel the existence of the service and the hotel can realize the experience marketing. In the daily management of hotels, the degree of management is reflected in the subtleties. Only by doing small things that ordinary people don't pay attention to can we distance ourselves from our competitors. Domestic hotel managers should always focus on improving business ethics and meeting guests' needs and overcome the inertia in customer service. They should not only care about engineering renovation, star rating, meeting leaders and so on, but also arrange enough time and energy to serve customers. Guests don't care about the internal affairs of the hotel, they only care about the comfort of the room and the taste of the dishes, and they care more about the attention of the employees and their sincere smiles. Understanding of domestic hotels; 1, daily management and customer service are "extensive", although VIP reception can be done well, but more depends on crowd tactics, so it can only be done for a while but not for a long time, and the attention of ordinary paying guests is ignored; 2. There are various operating procedures and management systems, but what is lacking is meticulous executors and careful implementation of rules and regulations one by one; 3. Many systems are a mere formality, and the management team is not professional enough, the personnel flow frequently, the training is not in place, and it is difficult to improve the service ethics. First of all, everyone should: 1, "pay attention to the guests", try to treat every guest as a VIP, strictly implement the standard operating procedures and do every detail well. In particular, senior managers should be reminded to show their service energy by actions, and take some time out to visit front-line departments every day to keep in direct contact with guests. 2. "Paying attention to guests" should be realized by controlling the service quality through a set of systems. The hotel management team should promptly rectify the problems exposed in "guest satisfaction" and "management evaluation", know how to follow up the situation every day, establish a set of processes and systems, constantly improve service ethics and seek wonderful services. The management system cannot be weakened, let alone become a mere formality; All departments should establish their own quarterly and annual work objectives and action plans, refine them to the implementation date, progress and responsible person, update them regularly, increase or decrease them at any time, and conduct inspection and supervision through weekly management team meetings. 3. "Paying attention to details" means paying attention to the whole process, all-round and all-weather details of guests staying in the hotel, and there can be no blind spots. The whole process from the clear and cordial greeting from the switchboard to accepting the reservation, picking up the plane at the airport, and then checking out; From whether the hair is neat, whether the shoes are shiny, whether the famous brand is clear, whether the uniform is flat, to smiling greetings, eye contact, how long the air conditioner is turned on in advance in the conference hall to ensure comfort, etc ..... it should be too meticulous to the extreme. It is necessary to do all the details well, and it is enough to ignore one detail if it is not done well, so the service is no small matter, and some needs may not even be realized by the customers themselves. But if our service personnel can understand these needs and meet them, not only can they give customers more satisfaction and more surprises, but also the profits of the hotel and the development and progress of the employees themselves can be realized in these small things. Of course, all details should embody the concept of "paying attention to guests". The pursuit of perfection of details is not a dogmatic machine, but requires all hotel employees to keep learning, thinking and innovating.