What is quality service in life?

Every hotel has its own understanding of quality service. Some are interpreted as "smiling service", some as "thoughtful service", some as "door-to-door service" and some as "a kind of value-added service", all of which have practical advantages.

Can a two-star hotel provide the same quality service as a five-star hotel? The answer is no. But we can't deny that individual guests have such requirements, so how can we provide such excellent and thoughtful service? How to correctly foresee and fully satisfy?

Generally speaking, only when the actual quality of the hotel is greater than the expected quality of the guests, the guests will be satisfied, and only when the current one greatly exceeds the latter will they be very satisfied, that is, people often say that "surprise feeling" is very satisfied, which refers to the psychological feeling of the hotel waiter after meeting the needs of the guests at the strongest demand point, at the right time and in the right way. Only when you are very satisfied can you turn "first-time customers" into "repeat customers" and "repeat customers" into "loyal customers" and bring new customers to the hotel through good reputation.

Quality service is not a simple service skill and operating standard, but a spontaneous behavior based on the profound cultural heritage of the enterprise and the emotions of each employee. Some hotels simply regard "customer is God" or "customer first" as the driving force of quality service, which invisibly narrows the distance between customers and hotels and leads to the hollowing out of the connotation of quality service. In fact, excellent service often comes from some kind of "sense of loss" of guests in other places when your hotel has just been found back. Therefore, meeting the spiritual needs of guests is sometimes more important than material needs. So, what kind of relationship platform should be maintained between guests and employees? Let the emotional relationship between the guests and the hotel quickly reach a climax in a short time, which is the highest realm of service.

Quality service is the service from the heart. Service that is not from the heart is like flowers in a vase. Without the absorption of nutrients by roots, the result can only be a flash in the pan. Without the love of service work and sincere care for guests, it is impossible to notice the guests' every move and provide thoughtful, value-added and personalized services. Smiling has also become a "false feeling" or "hypocrisy", and the feeling at home has become a "non-negotiation" or a "beautiful trap".

Quality service is not to please a few "VIPs" with some grand, amazing and elegant actions, but to show some small ones, so that guests can feel the hotel's careful care and supreme respect for themselves from the bones. For example, the assistant manager of the lobby personally leads each guest to the room, so that the guests can feel the "VIP courtesy"; The general manager sends a greeting card signed by himself to the guests who meet for the first time to express "respect for the guests"; Service articles are all made of paper, rattan, bamboo, wood and other materials, which embodies the theme of "environmental protection" and "health"; Housekeeping department sends a "weather forecast" card to the guest room every day to care about the "travel safety" of the guests; Add two pillows to the sheets.