Is the most important feature of the hotel industry standardized service?

Service quality is undoubtedly one of the core competitiveness of enterprises and the lifeline of enterprises. High-level service can not only leave a deep impression on customers and lay the foundation for their coming again, but also make customers feel honored and establish a good brand and image for the enterprise. With the rapid development of social economy and the continuous improvement of people's living standards, the hotel industry has developed rapidly. Although the scale, grade, service level and management quality of hotels are uneven, the higher the grade, the better the service quality and the higher the economic benefit. Through the training organized by the Hotel Association, I deeply realized that no matter how big or small the hotel is, it is necessary to proceed from reality and strengthen the standardization process of restaurant services, so as to better improve the service level and quality and be invincible in the fierce competition in Lijiang's current tourism market.

Standard is a unified regulation of repetitive things and concepts. It is based on the comprehensive achievements of scientific and technological practice experience, approved by the competent department after consultation by the relevant parties, and published in a specific form as a criterion and basis to follow. Hotel service standardization means that hotel entrepreneurs and managers, under the guidance of standard consciousness, provide unified, traceable and verifiable repetitive services for consumers of hotel products through standardized management system, unified technical standards, design and training of work items, procedures and predetermined objectives. Including the unification of clothing, manners and etiquette, operation process and gfd.

In the daily management of the hotel, as a small-scale two-star hotel manager, I often encounter "the hotel staff is difficult to manage, the service time difference is good, and the business time difference is good, which is a headache." Besides the staff, it also has a lot to do with the lack of uniform customer service standards in hotels. Today, this supervisor requires that tomorrow is another way of saying that employees are at a loss. " Situation. In order to maintain the stability and high level of hotel service quality, it is necessary to have unified and standardized standards, so as to make the hotel have more room for development. The phenomenon of low standardization of hotel services not only affects the quality of hotel services, but also restricts the development of hotel branding and scale. Service standardization is a very good management tool for the hotel industry. Once implemented well, it can achieve good economic results and effectively solve the common problem of unstable service quality. In the process of standardization service development, the demand orientation of tourists is the first driving force of hotel service standardization. When a tourist leaves his permanent residence for whatever reason, he will face an uncertain natural and human environment. Because of the long-distance and immovability of hotel service and the simultaneity of production and consumption, the quality of hotel service cannot be detected beforehand by conventional physical and chemical means. Therefore, in the non-standardized hotel service market, tourists are always faced with the uncertainty of hotel service quality and the possibility of price discrimination for different tourists by hotel companies, which leads to unpredictable tourism effects. Once the standardization of hotel service items and operating procedures exists in the market, tourists' expectations of hotel quality and their own utility will become relatively certain. When tourists book a star-rated city hotel joining a well-known hotel group in different places, they will make reservations in accordance with relevant national standards and industry standards.

However, enterprise standards have relatively certain expectations for the specifications, quality and price of hotel services they will consume. If the result is not in line with the expectation, it is easy for tourists to determine the reasons, so as to take corresponding internal complaints, apply for arbitration, judicial relief, and give up voting in their own currency to protect the legitimate rights and interests of consumers. It is for this reason that tourists have an increasing demand for hotel service standardization. Only by doing a good job in standardized management of restaurants, standardized services can better attract tourists and share a piece of the fierce market competition. Now many hotels advocate "personalized service", "extraordinary service", "satisfaction plus surprise, happy service" and so on. These need to be based on standardized services. Without standardized service as the basis, personalized service is impossible. Standardization is the premise of ensuring service quality. Standardization is the foundation and premise for hotels to become bigger and stronger. Without the ability to standardize management, they will not have real market competitiveness. Therefore, in the future hotel management, we should demand ourselves with stricter standards, continuously improve the service quality, realize the standardized, standardized and scientific management of the hotel, and let Lijiang Yanghe Hotel serve as a two-star hotel.