Traditional Culture Encyclopedia - Hotel reservation - Hotel reading experience

Hotel reading experience

Hotel reading experience

After reading a work, I believe everyone will gain a lot. At this time, the most important feeling after reading it is that you can't forget it. How should I write my own thoughts after reading it? The following are the hotel reviews I collected for you, hoping to help you.

I remember just getting this book, and the word hotel management came into view. 180 case analysis deeply attracted me. As a student majoring in hotel management, I think this book is worth reading deeply. This book covers management, service, marketing, design, front desk, finance, engineering, catering, human resources, security, corporate culture and other aspects, and almost shows the whole picture of hotel management. The hotel industry in China is maturing, but it is by no means perfect. Although as early as the 20th century, China's hotel management model introduced the Japanese TQC concept and the CS concept adopted by developed countries. In order to standardize and standardize hotels, we divide hotels into different star-rated hotels according to their facilities, services and customer satisfaction rate. Its purpose is to stimulate industry competition, promote industry development and drive industry benefits.

Hotel management needs profound cultural background and high-quality staff. The management level of a hotel is generally in the form of a pyramid, from the bottom to the top of the tower, from wide to narrow. The higher the management scope, the more difficult and the smaller the management scope. The common hotel management in China is linear functional management. In this management system, leaders, managers and waiters at any level should be clear about their business scope, job responsibilities, job skills and knowledge.

In daily hotel management, we always keep in mind the concept of customer first. Around this purpose, we constantly improve the hotel management system. Everything we do revolves around this. A series of institutional changes, personnel training, incentives, rewards and punishments, and catering supervision are all aimed at achieving the goal of first-class hotels. In the book, I also read many cases of hotel management rules. In these cases, I saw the details of the hotel and the grandeur of the hotel; I appreciate the clear rewards and punishments of hotel managers, and I also see the human touch of hotel managers; I have seen the efforts of the QC team and the results of the activities of the QC team.

Nowadays, it is no longer a short-term single hotel, and chain hotels are the inevitable trend of development. As a large enterprise group, it must be standardized and institutionalized. Enterprises need more high-quality talents. I remember the book once said that if the staff of a five-star hotel have not received professional training, then the hotel is actually no different from the vegetable market. What this book talks about most is the mutually beneficial relationship between customers and hotels. Customers enjoy hotel services, and hotels get economic benefits from customers. Therefore, while pursuing profits, hotels should also deal with customer satisfaction. For a series of emergencies, our hotel managers need to pay attention to details and handle them properly.

I remember a case where a customer booked a hotel room for his business partner. At this time, it is also the tourist season. Then I booked a room for two days. However, the partner was delayed by one day for some reason. So the customer went to the hotel and said that he would return the reserved room. However, due to the problem of hotel authorization, and the hotel does not want to lose the order. I even came up with a three-day discount, but the customer insisted on canceling the reservation. Finally, the lobby manager did not cancel the reservation in full, which not only caused the loss of the order, but also damaged the reputation of the hotel. It's the tourist season now, and there may be customers staying in unreserved rooms. Moreover, this customer is introduced by a permanent customer, which has a great negative impact on the hotel. Therefore, the authorization of hotels in this respect must be flexible, with rules to follow, laws to follow, and a loose system and regulations for employees. This is also a step up for the management of the hotel to ensure the hotel's high-quality star service. Management, basic service layer, interconnection, keeping information flowing at all times and making decisions urgently and decisively are often challenges to hotel managers, and are also the basic qualities that hotel managers should have.

When dealing with customers, the most important thing for hotel managers is to pay attention to details. In one case, the waiter asked the chef to apologize. This story is about a guest attending a cocktail party in a five-star hotel. He was chatting with his friends while eating. Suddenly, his mouth clicked and he bit a small piece of iron, so he called the waiter and told him that there was a small piece of iron in the snack. The waiter immediately apologized very guiltily. The guest saw his serious apology and was not hurt, so he didn't say anything and didn't intend to complain. The waiter apologized to the guest and left. The client thought it was over. But to his surprise, about five minutes later, the waiter actually brought the chef to apologize to him. This hotel is so serious that its guests feel highly respected. The key to making this hotel a famous five-star hotel lies in its attitude towards mistakes and complaints from guests. Every employee can face mistakes with an attitude of respecting customers' rights and interests, which is the' taste' of five stars. You can naturally push the hotel's products and services to perfection. The formation of five-star flavor comes from the influence of management system and the inspiration of leaders at all levels, which is the source of corporate culture. It is incredible that the "humble" waiter in this five-star hotel can call the "powerful" chef to take responsibility, that is, to follow the traditional "rules" of the hotel industry. However, the waiter did it. It fundamentally broke the conventional management system and the strong support of corporate culture. In fact, in the fierce market competition, it is not easy to truly achieve a high level of service.

The implementation of high-level quality management objectives must be achieved through the interaction of excellent corporate culture and strict management system.

Because hotel facilities are often used by customers, the loss of facilities and equipment will inevitably occur. At this point, we will encounter the problem of accountability. Is it customer compensation or fatigue damage caused by outdated hotel equipment? There is a case in the book that goes like this. In the morning, the front desk of a hotel thought that the female guest had a dispute with the waiter who was checking out. The guest with the train ticket in his hand anxiously said to the waiter, as if he was helpless, "Hurry up, isn't it 50 yuan?" I will give it to you! " The guest handed fifty yuan to the waiter, turned and walked quickly, leaving "Miss, your fifty yuan invoice" at the front desk. Before entering the taxi, she left a sentence that made the lobby manager stunned: "Isn't it 50 yuan?" I won't live here next time. " When reporting this matter at the regular meeting of the office, the general manager put forward three questions for the participants to discuss at the manager meeting:

1. What caused the hair dryer to be damaged?

2. What is the basis for compensation from 200 yuan to 50 yuan? How much authority does the receptionist have to deal with similar situations in an emergency? Who's wrangling?

Third, what will happen if the guests are not compensated? In view of these problems, the relevant personnel inspected the hair dryer in the guest room and found that the hair dryer button in the above tenant was damaged, not because of the guest, but because of the equipment. In this regard, the hotel management put forward three corrections: First, mail 50 yuan to the guests according to the registered address of the guests; Second, the amount of compensation is decided by the front desk, and the domestic servant is just making a reference, and the compensation is decided by the front desk; For such a problem, as long as you complain to the lobby manager, the lobby manager can handle it with full authority and try to satisfy the guests. The compensation for the damage of hotel room supplies and facilities is complex, so the management should adopt the methods of classification, scale determination and appropriate authorization. Compensation should not only master the principles, but also be handled flexibly according to the situation, and the format clauses unilaterally set by the hotel should not be adopted. Managers can't make the same mistakes over and over again. It is human nature to make mistakes. But introspection after making mistakes is very important, and it is also an important step for a manager to grow up. A manager may make a mistake for the first time because he doesn't know and he can forgive. He may have made a mistake for the second time because of carelessness, but if he makes the same mistake for the third time, it can only be said that it is intentional, but it cannot be forgiven. Not afraid of making mistakes, afraid of not summing up and not reflecting. It is terrible to know that it is a mistake but not correct it.

This book also tells many cases about customers. There are many problems that often appear in practice, such as customer credit, employee rewards and punishments, hotel decoration, employee job-hopping, deposit handling, and waking guests by mistake. I won't list them one by one. This book is close to reality and life. Showed us the real scene of the hotel. In a narrative tone, a series of stories. The story is true and thought-provoking. As a hotel manager. No matter which department, always keep the information flowing. You can't generalize, take it out of context, or be indecisive. Sometimes time needs to be carefully calculated for customers. We shouldn't waste our guests' precious time because of trivial matters. No matter when and where, we should follow the company's corporate culture and the company's regulations should be flexible. At the same time, as a hotel manager, his image is extremely important. First of all, he must give people a more serious and intimate feeling, so he must constantly improve his image, keep his hair clean and tidy, should not have long nails, and keep a professional and happy smile. When solving problems, always remember to satisfy and respect customers.