Excellent courses in hotel service psychology

1. From the perspective of hotel service psychology, the role of first impression

The first impression in the service industry determines the quality of customer experience. Hotel decoration, employee image, and service attitude all determine Decide on the first impression. Giving customers a good first impression will make them feel happy and have a better experience, and they will come back again next time

2. What is the book 03958 about hotel service psychology

It is a subject aimed at customers and friends. By studying this book, managers and hotel staff can better resolve disputes arising during the service process, understand the psychology of consumers, and thus provide better services to consumers. service, and then get greater benefits

3. Experience in learning hotel service psychology 800 words

Studying and researching hotel service psychology is for those who are engaged in hotel service, regardless of Whether it is a hotel manager, supervisor, or general service staff is of great significance. In a word, hotel service psychology is a required course for students who will engage in the hotel service industry in the future. In summary, the significance of studying hotel service psychology is mainly reflected in the following aspects:

(1) Fully grasp and understand guest psychology, so that service work can "know yourself and the enemy, and you will never be in danger"

Facts have proved that if you want to improve the quality of hotel service, you must pay attention to the psychological laws and characteristics of service objects. This is one of the keys to doing a good job in hotel service. The hotel consumer group includes domestic consumers (including compatriots from Hong Kong, Macao and Taiwan), as well as foreigners and overseas Chinese. They have different nationalities, ethnicities, occupations, ages, genders, personalities, living habits, and cultures. There are differences in customs and so on. In hotel reception services, only on the basis of studying and understanding their psychological characteristics can we adopt different service methods in a targeted manner, respect guests, make guests satisfied with our service work, and feel "at home".

Of course, grasping the psychology of guests is a long-term and complex process, which requires staff to be diligent in observation, good at summarizing, and be thoughtful people during the service process. Only by grasping the psychological characteristics of guests can we be aware of our work, be proactive, improve efficiency, and satisfy guests.

(2) Enrich the knowledge structure of service personnel and managers and create a high-quality workforce

Competition in the hotel service industry includes many contents, but the competition for talents is the core and fundamental . Therefore, if you want to win in the fierce market competition, the key is to have a high-quality workforce. The study and research of psychology can better open up our work ideas, enrich our horizons, expand our culture and knowledge, and guide us to work and study better. If you want to understand the psychology of guests, you must first learn to understand your own psychology, fully analyze your own psychological process and personality psychology, comprehensively grasp yourself, bring into play the positive aspects of personality psychology, and control and overcome the negative aspects. For managers, learning about psychology can help them better understand what employees want and do, carry out ideological work more effectively, strengthen communication with each other, and enhance collective cohesion, thereby creating an efficient team. Excellent staff.

(3) It is conducive to improving the operation and management level of the service industry

One of the goals of enterprise operation and management is to obtain economic benefits. Using psychological knowledge and methods to study people and markets can provide a more comprehensive understanding of the current situation and development trends of enterprises. Grasp the future development direction of the hotel industry, effectively utilize the hotel's human and material resources, and improve management levels.

(4) Research on psychology can provide decision-making basis for the development and positioning of hotels

What do hotel managers rely on to make decisions and positioning? It is based on factors such as market demand, social environment, one's own situation and competition, but one factor that cannot be ignored is people's psychological condition. The psychology of guests and employees plays a key role in hotel decision-making.

What the guests need, the hotel should provide; what the employees need, the hotel should also provide. This is a fundamental question.

4. Hotel Service Psychology

I am a law student and understand psychology, but I really can’t find hotel service psychology. Any psychology is related to criminal psychology. The human subconscious is the content of crime. If you are interested, you can buy a book on Criminal Psychology. It usually costs about 40 yuan per book. If you understand the human psychology, you will be handy no matter what career you are engaged in.

5 . What are the research methods of hotel service psychology

Sales: The impact of color on people’s desire to purchase.

Management: Human resources related

Investigate the facilities and comfort of the hotel

The relationship between service attitude, language, moderation and comfort.

6. What help will it bring to you after studying the "Hotel Service Psychology" course?

I learned that hotel services need to understand the customer's psychology to further understand the customer's psychology. Customer needs, the main needs of customers include attention, courtesy and friendliness, speed, perfection, and helpfulness

7. `Case analysis of hotel service psychology in tourism psychology

Hotel service psychology is quite broad. We can start from several aspects: 1. How to retain customers, meet their needs, satisfy them, and meet their psychological needs in various ways. The first basic need is to eat enough, that is, in terms of quantity. The second is good, good taste, healthy, safe, and quality. Again, health and environment. If you want to maintain a stable customer base and retain regular diners, you need to achieve stable taste and a clean and comfortable environment.

The reason why KFC and MC are successful is because of these points.

8. Contents of hotel service psychology

Part 1 Basic knowledge of hotel service psychology

Topic 1: In-depth understanding of psychology

Topic Summary

Guiding Cases

Task 1 Understand the Development Process of Psychology

Task 2 Look at Psychology from the Perspective of Hotel Service

Review and reflection

Part 2: Cultivation of psychological quality of good hotel service

Topic 2 Perception of hotel service

Topic summary

Guidance case

Task 1: Understanding sensory perception

Task 2: The service practical significance of sensory perception

Review and reflection

Topic 3: Hotel service Memory and Attention in

Topic Summary

Guidance Cases

Task 1 Understanding Memory and Attention

Task 2 Memory and Attention Services Practical significance

Review and reflection

Topic 4: Needs and motivations in hotel services

Topic summary

Guidance cases

Task 1: Understand needs

Task 2: Understand motivations

Task 3: The service practical significance of needs and motivations

Review and reflection

Topic 5: Emotions and Emotions in Hotel Service

Topic Summary

Guidance Cases

Task 1: Understand Emotions

Task 2: Understand Emotions

Task 3: The practical significance of emotions and emotions in hotel services

Review and reflection

Topic 6: Personality and character in hotel services

Topic Summary

Guidance Cases

Task 1: Understand Personality

Task 2: Understand Personality

Task Three Characters and the Practical Significance of Personality in Hotel Service

Review and Thought

Part 3: Hotel Service Psychology

Topic 7: Front Office Service Psychology

Topic Summary

Guidance case

Task 1: The facade of the hotel - the front hall

Task 2: Do a good job in serving guests according to their psychology

Review and reflection

Topic 8: Room Service Psychology

Topic Summary

Guidance Cases

Task 1: Create a second home for guests - the room department

Task 2: Do a good job in room service based on guest psychology

Review and reflection

Topic 9: Service psychology of catering department

Topic summary

Guidance Case

Task 1: Hotel Food World - Catering Department

Task 2: Guests’ Psychological Needs for Restaurant Services

Review and Thought

Part 4: Hotel Management Psychology

Topic 10: The Birth and Development of Management Psychology

Topic Summary

Guidance Cases

Task 1: Basic concepts of management psychology

Task 2: Main research contents and tasks of management psychology

Review and reflection

Topic 11 Marketing Psychology Management

Topic Summary

Guiding Cases

Task 1 The Birth of Marketing Psychology

Task 2 Research Methods and Basics of Marketing Psychology Principles

Task 3: Hotel Marketing Psychology

Review and Reflection

Topic 12: Interpersonal Communication

Topic Summary

Guidance Case

Task 1: Definition of Interpersonal Communication and Communication

Task 2: Interpersonal Communication and Communication in Hotel Service

Review and reflection

Topic Thirteen Hotel employee motivation

Topic summary

Guidance case

Basic overview of task one motivation

Practical application of task two motivation theory

Review and reflection

Topic 14 Labor psychology management of hotel employees

Topic summary

Guidance Case

Task 1: Work Stress

Task 2: Fatigue

Task 3: Strategies to Relieve Work Stress and Fatigue

Review & Thoughts

Topic 15: After-sales Service Psychology of Hotel Enterprises

Topic Summary

Guidance Cases

Task 1: Guest Complaint Psychology

Task 2 After-sales Service Psychology

Review and Thought

Appendix A

9. Hotel Service Psychology

Hotel Service Psychology As one of the main courses in tourism and hotel management majors in general colleges and universities and higher vocational and technical colleges across the country, its theoretical research has attracted in-depth attention from many experts and hotel management operators. Our country requires hotel operators to find more scientific, comprehensive and comprehensive hotel service and management methods.