How to carry out service innovation? Come on, everybody, 3Q.

Innovation has become the hottest word at present, and the topic of innovation can be seen almost everywhere in TV, newspapers and other media. So how does the hotel industry carry out service innovation? Service innovation is not just about creating new services. In fact, there are all kinds of services in all aspects of human life, and it is not easy to create a new service. Of course, it is undeniable that this is also innovation. But this kind of innovation is rare for most hotel enterprises, and even hard to find for many years. Service innovation may be technological innovation, but it is more non-technical or social innovation. There is a three-star hotel in Luxun Park in Shanghai, which has no great advantage in geographical location, but both catering and room management are booming, and most of them are business guests from Western Europe and North America with high consumption levels, and many of them are attracted by it. The magic weapon of this hotel is constant innovation. Located near the park, the Housekeeping Department has launched a service project of practicing Qigong and playing Tai Ji Chuan with citizens in the morning, which is very popular with western guests and relishes it, constantly promoting this feature for the hotel. Service innovation is gradual, not breakthrough. More service innovation is usually a small change in the process, and there is almost no breakthrough innovation. The driving force of innovation mainly comes from reducing costs, improving the ability and flexibility to deal with customer problems, improving customer loyalty and opening up new markets. All service innovations are inspired by customers. Any service innovation is to meet the new needs of customers and create new feelings for customers. Service innovation is not mysterious at all. Hotel staff are innovating services every day. In a five-star hotel in Nanjing, the business of western-style cafeteria has not been very good. The hotel decided to provide two kinds of special Chinese food or snacks for each meal in the authentic western buffet. I didn't expect to serve only two dishes a day, which kept many hotel guests, because many foreign hotel guests wanted to try authentic Chinese food, but they couldn't eat too much, and they still wanted to give priority to western food. This small move of the hotel kept the customers. Service innovation does not need R&D department, and every employee can innovate anytime and anywhere. On a four-star cruise ship where I once worked, there was a small step in front of the bar. Many foreigners often step on it and fall easily. Finally, at the suggestion of the bartender, the carpenter made a small slope, and from then on, customers will never wrestle on empty space again, which is service innovation. View original post >>

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