How can we improve the service quality?

The competition of modern enterprises is, in the final analysis, the competition of talents. The cultivation and stability of hotel talents has become a key issue to ensure the quality of hotel services. More and more people in the industry attach importance to it and regard training as a basic work and an important tool for the long-term development of hotels.

However, for a long time, there are puzzling problems in the training work of some hotels, that is, hotels have carried out a lot of training, but the result is still low staff morale, poor service quality, high staff turnover rate and rooms are not satisfied with the hotel.

In order to improve the hotel business activities and improve the overall quality of employees, we must pay attention to the following two aspects:

First of all, training should be devoted to establishing a learning organization.

Facing the fierce competition in the future, if hotels want to win competitive advantage and develop continuously, they should give full play to the role of training and devote themselves to building hotels into learning enterprises. Our manager is not only the leader of learning, but also the organizer of learning. Through continuous learning, improvement and improvement, the whole hotel has formed a learning will, a learning culture, full of vitality and maintained prosperity.

Establishing a learning organization should attach importance to the learning of hotel managers. The main reason is the study of middle-level managers in hotels. It is mainly the promotion of middle-level managers in hotels, without theoretical basis of management and good management experience. Therefore, it is easy to cause poor management, resulting in low staff morale, declining service quality and even hindering the development of the hotel for a long time. Therefore, establishing a learning organization should pay attention to the cultivation of managers' ideological quality, mental outlook and professional ability.

Two, training should effectively grasp the adult characteristics of the training object.

Hotel training is essentially an adult education, which is different from the general education of students in schools. The knowledge transfer in school education is transitive, comprehensive and systematic, while the knowledge training of hotel employees is carried out according to the principles of rapidity, necessity and stages. The training content should be distinctive and professional, emphasizing the combination of learning and application, and teaching on demand, which is basically "what to learn, what to lack". Knowledge training is not necessarily comprehensive, nor can it be endless, but should be closely combined with the knowledge needed by the post, position and work, so as to ensure that the training content can be used well in the work as much as possible, emphasize practicality and let employees learn what they really want to learn.

Trainers themselves should learn professional knowledge and training skills regularly by collecting and consulting information resources, constantly improve their own level, strive to create a relaxed atmosphere, and encourage employees to fully communicate and participate. In terms of training methods, we should adopt interactive and discussion teaching methods, and make full use of case analysis, role-playing and other methods to improve students' interest in learning.

In a word, only by constantly summarizing and improving the hotel training work can we effectively improve the training quality and make the training have a great positive role in promoting the hotel management.