Graduation Thesis of Hotel Service Management (2)

Graduation thesis of hotel service management II

Analysis on Service and Etiquette in Tourism and Hotel Management

Starting with the concepts of service and etiquette, this paper discusses the significance of service etiquette in promoting the rapid development of tourism and hotel service industry. In the hotel service industry with fierce market competition, paying attention to the improvement of service and the cultivation of etiquette can often bring considerable benefits to the hotel service industry.

Keywords: tourism and hotel management; Service and etiquette; decorate

Introduction to 0

As we all know, tourism and hotel industry belong to the tertiary industry, also known as service industry. The tourism and hotel management industries are very strict with their employees' service requirements and attitudes. Service consciousness refers to the initiative, enthusiasm and thoughtful consciousness of all hotel staff in the interaction with people and organizations related to hotel interests.

1 meaning and explanation of service

As we all know, the word "service" means "service". The word "service" contains seven letters, each letter represents seven different meanings, and "S" stands for "smile", the founder of smile service, Mr. Hilton, the American hotel king. Smiling can make customers feel kind, warm and sincere. Smile must be from the heart, natural, generous and true. Be sure to keep a formal smile with each other and learn to make eye contact. Employees' eyes and heads should not move back and forth, otherwise it will be considered as disrespect for guests.

"E" stands for "Excel lent", which means excellent service. No matter what kind of service employees provide, we should do it well, satisfy our customers and let our services be affirmed and appreciated. Customer satisfaction is the key to reflect service quality. High-quality service must be comprehensive, and never say "no" to the guests before they speak. This is the foundation. "R" stands for "ready", all ready services. Before providing services to guests, employees should always prepare diversified and personalized services for guests. For example, in the hot summer, a guest came to a hotel restaurant for dinner. The waiter brought the beer quickly, but forgot to put away the wine container, so he told the guests to open the wine container immediately. After about five or six minutes, the waiter hasn't delivered it yet. As a result, the guests were unhappy. This makes it easy for guests to complain about this restaurant. Obviously, the waiter is not prepared before serving, and it is easy to lose the consumers who will become repeat customers, which leads to the loss of consumers. "V" stands for "watching". In my opinion, the customer is God. In fact, customers are not only our distinguished guests, friends and relatives, but also our parents. We should treat them sincerely. For a hotel industry, without customers, there is no market; Without the market, the hotel will have no profit. Therefore, waiters should not look at people with colored glasses when providing services to customers. Every guest is very important to the hotel, so we should provide high quality and excellent service for every guest. "I" stands for "invitation" and invites services. Hotel staff should create every opportunity to invite customers to participate and enjoy the quality service we provide. Tell them about the hotel's latest new products and services, as well as various promotions, discounts and preferential information, so that customers have a sense of expectation and expectation. "C" stands for "creation", creating active and enthusiastic service. Almost all customers like to accept active service, and the active service provided by employees can leave a deep impression and a good impression on the guests. "E" stands for "eyes". Hotel staff should learn to observe and learn to "see all directions with their eyes and listen to all directions". We should use our eyes to predict the consumption needs of our guests and try our best to meet their requirements and expectations.

2 the concept of etiquette

Etiquette refers to the code of conduct and communication procedures that people follow in order to show mutual respect, respect and friendship. Appearance is the external expression of a person's mental outlook and inner quality. It includes three levels of meaning. Refers to a person's appearance, figure, manners, etc.

3 the role of hotel etiquette

The etiquette of employees directly affects the service quality and level of the hotel.

3. 1 Pay attention to the beauty of appearance and reflect the overall image of the hotel. Establishing a good corporate image is a means of product marketing. As an economy under the modern enterprise system, hotels also pay attention to the shaping of corporate image. Hotels belong to the service industry. Keeping employees clean and tidy in gfd is one aspect of the hotel image, and on the other hand, the products and services provided to customers, which are two main ways to enhance the hotel image. Image represents taste, taste determines value, and value produces benefits.

Hotel employees are customers' "first impression" of the hotel. A clean gfd always leaves a clean and comfortable impression on customers, which is one of the main reasons why customers are willing to spend money in hotels. On the contrary, impoliteness often annoys guests. Even if you provide first-class products and services, your first impression is not good, and customers will not give you too high evaluation. Therefore, to enhance the corporate image, we must first start with the employee image. In addition to maintaining good gfd, hotel employees should also have professional hotel service knowledge and noble professional ethics, because high-quality employees must come from high-quality hotels.

3.2 A good gfd can show respect for guests, as well as self-esteem and self-confidence of employees. The image of procrastination always gives people a bad impression of laziness, lack of self-discipline and responsibility, and untidy clothes are also a sign of disrespect for others.

3.3 Pay attention to the beauty of appearance, and reflect the need to meet the guests. Correcting gfd is the minimum respect for customers and the basic requirement of hotel etiquette. A good gfd is a personal "silent business card" and a "first impression". A good gfd can not only please yourself, but also give customers beautiful enjoyment and make them have a relaxed and pleasant consumption experience. The hotel pays attention to the management of staff gfd, which not only shows the image of the hotel to customers, but also shows the basic respect for customers. Hotel staff's neat and dignified appearance can also reflect the service quality and consumption grade of the hotel. Customers spend money in hotels and enjoy hotel services. The purpose is to pursue a pleasant enjoyment higher than daily life, which includes the experience and enjoyment of beauty. Hotel staff keep clean and generous gfd and master professional hotel service etiquette, so that customers can enjoy the service, feel the courtesy and respect of the hotel and have a wonderful experience. The form, content or specific service items of hotel services can win the favor of customers, thus meeting their needs for visual beauty and aesthetics.

3.4 Pay attention to the beauty of appearance, which is conducive to the coordination of interpersonal relationships. Neat appearance is the basic condition for people to establish harmonious interpersonal relationship with others. In the process of interpersonal communication, the first thing we can intuitively feel is each other's gfd. Through this aspect, we can understand each other's personal literacy, humanistic literacy, or work attitude. The other party can also get this information from our gfd, which directly determines the psychological acceptance and communication attitude of the other party. Therefore, to some extent, gfd is a passport to establish harmonious interpersonal relationships with others, and a clean and generous gfd can cater to most people's feelings and needs for beauty. In the hotel industry, if customers can feel the high quality of the hotel from the generous gfd and professional service of hotel staff, they will leave a good impression at the beginning. It often makes people form a special psychological and emotional stereotype, which will produce good social effects in work and life.

3.5 Pay attention to the beauty of appearance, which can reflect the management level and service quality of the hotel. The grade and service quality of a hotel can be seen from the looks of hotel staff. Therefore, employee gfd is an assessment content that many well-known star-rated hotels attach great importance to.

Bread is the pillar of life. At present, the market competition in the hotel service industry is quite fierce. In order to attract customers, the hotel not only pays attention to the equipment of hardware facilities, but also attaches great importance to the improvement of staff quality and service quality. The appearance of service personnel reflects the quality of service personnel to a certain extent. In an excellent hotel management group, the appearance and mental outlook of employees are very important. Donna, chairman of the famous Hilton Hotel. Hilton's "smile service" is a magic weapon to manage hotels. Today, smile service is still a service model that many international star-rated hotels insist on emulating. Obviously, the appearance of hotel employees is an important factor that cannot be ignored, and the gfd of hotel employees is an important part of reflecting the hotel management level and service level.

References:

Jin Xiong Etiquette culture in hotel management [J]. Journal of Hunan University of Commerce, 20 10(03).

[2] Wang Lixin. Hotel's "customer-centered" corporate culture remodeling and transformation [J]. Value Engineering, 2006(05).

[3] Wang Xiqiong. Countermeasures to improve hotel service quality in China [J]. Management and Technology of Small and Medium-sized Enterprises (last issue), 20 13(07).

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