How does hotel management improve service quality?

How does hotel management improve service quality?

Service quality is the lifeline of the hotel. To achieve high-quality service in the hotel, it is a key factor for employees to have high-level hotel etiquette. Therefore, hotel managers must devote themselves to cultivating employees' basic qualities of being polite and gentle. This basic quality is one of the standards to measure the professional ethics of hotel staff, which not only reflects the basic attitude and respect of hotel staff to customers, but also reflects the spiritual civilization and national cultural accomplishment of a country. It can be said that any successful hotel must have a high level of etiquette staff.

(A) to achieve the organic integration of service etiquette and service requirements

Hotel services include lobby, reception, guest rooms, restaurants, bars, entertainment and so on. There are many posts, and the service requirements of the posts vary with different job responsibilities. For example, the usher in the lobby must be full of energy, warm and generous when welcoming every customer entering and leaving the hotel at the gate; Square security guards must be patient and accurate when commanding vehicles and receiving customer inquiries; The service staff at the front desk should not only do when receiving customers? Deal with one, receive one, greet the latter? We should also serve every customer warmly. When the hotel is full, take the initiative to recommend customers to other hotels. When we receive a customer, we should carefully manage the customer's file so as to provide targeted services when the customer comes again. Room service staff should provide customers with a warm, comfortable and suitable living atmosphere, so that their body and mind can get a full rest. If Koreans have it? Love single and hate double? Customized, so Korean customers should avoid arranging double rooms when choosing rooms? Hotel management requires employees to organically integrate service etiquette and service requirements, and conduct smiling service and high-level etiquette cultivation in the whole service process to show the overall service level of the hotel with high-level hotel etiquette.

Although the service positions of hotel employees are different, for hotels, in the process of providing services to customers, every employee should let customers feel the convenience, tranquility, warmth, safety and wholehearted enjoyment provided by the hotel, and let customers come and go. Feel at home? Feeling, from time to time? Ice went home? The thought.

(B) to establish a good and harmonious relationship between employees and customers

The service provided by hotel staff to customers is face-to-face direct service. Employees' behavior and gfd leave the most direct impression on customers, and also directly affect their consumption psychology and enthusiasm. It can be said that whether the service of service personnel can be recognized by customers is the yardstick for the success of each service. When the hotel's service meets the customer's consumption requirements and is recognized by customers, it means that a harmonious relationship will eventually be reached between employees and customers. Because this relationship between hotel employees and customers directly affects the economic benefits of the hotel and also directly reflects the management level of the hotel. Therefore, the relationship between hotel employees and customers has become the most important relationship among all kinds of interpersonal relationships in hotels. The daily management of the hotel must focus on the goal of establishing a good and harmonious relationship between employees and customers. Like sand? Good management makes managers' management activities as delicate, subtle and meticulous as sand, and penetrates management into every process and every link, thus ensuring that the work of employees in every position of the hotel can meet the service needs of customers and keep the hotel operation in a virtuous circle. Through the service staff? Like sunshine? Service encourages employees to really do it? Think about what customers think and worry about what customers are in a hurry? Like warm sunshine everywhere, on the basis of standardized services, we emphasize emotional services and value-added services, and strive to achieve a nuanced and home-away service realm.

Practice has proved that the good relationship between hotel departments, service personnel and service personnel is the guarantee of building a good and harmonious relationship between employees and customers. The harmony and order among the decision-making, management and service layers of the hotel ensures that the hotel is responsible step by step, with clear rights and responsibilities, reasonable rewards and punishments, unity and cooperation, and it is reflected in the process of building a good and harmonious relationship between hotel employees and customers at any time and anywhere, so that the hotel's service standards are implemented and quality service becomes the main spin of hotel management.

(3) Implement effective service remedy.

One of the characteristics of service industry is that production and consumption go hand in hand. Of course, the hotel industry is no exception, that is, every specific consumption of customers in the hotel is? Disposable use? . This determines that if the hotel makes mistakes in providing specific services to customers, the service process cannot be repaired or remedied. However, as far as the overall service provided by the hotel to customers is concerned, the mistakes in providing one (or several) services to customers can be made up. For example, the hotel can provide remedial measures in another service or another service provided to the same customer, or take special remedial measures, such as apology, replacement, compensation or re-service. Therefore, in the process of hotel operation, employees are not only required to seriously implement service standards and provide quality services to customers as much as possible, but also required to pay attention to customers' specific reactions to each service effect in the process of providing services to customers, and take remedial measures for unqualified services in time to ensure that customers can? On a whim, come back satisfied? .

Of course, while doing a good job in service remedy, hotels should also carefully analyze and summarize the experience and lessons of any mistakes in the actual service process, and on the basis of objective criticism, give recognition and praise to employees who take the initiative to take effective remedial measures. Constantly strengthen employees? Service work is no small matter, and customers are God? Service awareness, constantly improve the quality service to customers at any time, anywhere and under any circumstances, and improve the awareness of actively remedying service faults at any time, anywhere and under any circumstances, so as to continuously improve the overall service level of the hotel.

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