How to improve the internal service quality management of hotels in China

. 1 Building a service level support system for the hotel industry

In view of the low entry threshold of hotel employees, we should strengthen the operating skills, foreign language communication skills and increasingly popular information system management knowledge of high-star hotel employees. We should establish a training and certification system for hotel staff and implement a voluntary certification system for those who want to work in high-star hotels. Through scientific training, new employees can master certain hotel business knowledge. However, the current salary level is difficult to attract talents, so the overall salary and welfare level of employees must be improved.

2 Hotel managers should strengthen the awareness of service quality

Service quality is the central work of hotel daily management. All employees should have a sense of quality, and managers should establish the concept of service quality. Only when managers are firmly rooted in the concept of quality can quality be truly regarded as the lifeline of enterprises in daily management, all hotel employees can realize the importance of service quality in thought and action, and the quality management system and objectives can be effectively implemented.

3 establish and improve the service quality management system

(1) Establish the organizational structure of service quality management. Hotels should set up full-time service quality management institutions as the organizational guarantee of the service quality system, establish a comprehensive, scientific and reasonable service quality control system, systematize, standardize and institutionalize hotel quality management activities through certain systems, regulations, methods and procedures, and bring all hotel quality activities into a unified quality management system.

(2) Formulate quality standards and quality objectives. The hotel should make clear the quality standards for the daily management and service links of various service items, formulate work norms and processes, and make employees' service behaviors have rules to follow. Truthfully record the service flow of all posts and links in the hotel, carefully analyze and study, improve and rationalize according to the requirements of quality management, and determine it in the form of words and charts. Form a service program. Service process standardization is not only an important content of hotel quality system, but also an important basic work for establishing service quality management system. At the same time, the hotel should also formulate service quality inspection procedures and control standards, establish a quality information feedback system, collect and analyze the reasons for substandard services, and propose and implement improvement measures.

4 management control should be on the right track

(1) The first question responsibility system is implemented. As far as customers are concerned, they spend money to buy and enjoy hotels. There is no need or interest to know who to ask for something in the hotel. They have the right to think that any employee represents the hotel and should solve their problems. Therefore, we should vigorously advocate the responsibility system of first inquiry. The responsibility system of hotel's first inquiry means that all employees working in the hotel are the first people to accept the guest's consultation or request. The responsibility system is the solution to the customer's consultation questions and requirements. The person in charge of the first inquiry must do his best to provide the best and satisfactory service to the customer until the problem is finally solved or a clear answer is given. There are several specific requirements: first, if it is a problem within my responsibility, I will immediately ask the guests to give a satisfactory answer and properly solve the guests' requirements; Second, although it is a problem within my responsibility, it can't be solved immediately because of the guests, so we should explain it to the guests patiently and meticulously; Third, if the problems and requirements are beyond my responsibility, I will not shirk them and help the guests contact the relevant departments to solve them in time.

The key to carrying out the first question responsibility system is to let every employee, especially the front-line employees, fully and clearly understand the general service content and service items of different positions in the hotel and the relationship between service processes through targeted training or cross-training activities. The first inquiry responsibility system is not limited to the customer service of front-line employees, but also includes the logistics support service of second-line employees.

(2) Keep an eye on the critical moment. Face-to-face communication between front-line employees and customers is a critical moment, which is any moment when customers contact any aspect of the hotel and have a certain impression on its service quality. During their stay in the hotel, customers' perception of every key moment directly determines their overall evaluation of the hotel service quality. Every critical moment is the basic unit of customer perceived value. In different hotels, the hotel manager can call department managers, front-line employees and customer representatives to discuss with each other at different critical moments, and draw all the key moments that the hotel needs to pay attention to so that all employees can know each other in the order of service flow. According to each critical moment, they can discuss the coping methods and let all employees master them effectively through training.

(3) Empower employees. Authorization means that managers share information, knowledge, rewards and power with employees in the front line of service. When facing customers, employees need to have enough motivation to meet the diversified and personalized needs of customers in time, as well as to deal with some special situations and accidents. It is impossible and unnecessary for managers to spend all their time on control and supervision, and let employees manage and control some work by themselves, which can not only let employees play their initiative and creativity. But also reflects the hotel's respect for employees and makes employees more responsible. It not only improves the working efficiency of the hotel, but also allows customers to experience the responsible, enthusiastic and thoughtful service of hotel staff, and customer satisfaction will naturally improve. Take the Xiaodongbei Restaurant of Gong Li International Hotel in Longcheng as an example. Every employee in this restaurant has his own responsibilities, some are responsible for counting the number of linen and some are responsible for counting the number of tableware. On the basis of daily basic services, they should

(4) Walking management. Most hotel services are carried out in various business premises of the hotel. Many times, what happens at the service site is only known to customers and employees who provide services. Managers who want to really understand the front-line situation must spend part of their working time on the supervision of the service site. In this way, they can not only handle the complaints and emergencies of the guests on the spot, but also consult the opinions and suggestions of the guests to shorten the distance with the employees.

5 improve the hotel's internal coordination

(1) Strengthen communication management. Department cooperation is based on communication. Without communication, people will fall into a state of mutual isolation, and it is impossible to form a tacit cooperation. Hotel communication includes communication between superiors and subordinates, communication between departments and communication between people within departments. We can promote communication within the hotel through various group activities, such as dining with managers and service personnel, and setting up employee suggestion boxes.

(2) Implement the post rotation system. Hotels are labor-intensive enterprises, and the repetitive work of many positions is very heavy, which easily leads to excessive fatigue or a tendency to be dull. Managers need to take the method of job rotation to make effective adjustments. This will help to develop employees' potential working ability, break down barriers between different departments and lay a good foundation for cooperation. At present, Gong Li International Hotel in Longcheng has carried out job rotation with good results.

(3) Cultivate corporate culture. Corporate culture is the soul of an enterprise and the most important connotation and extension of corporate cohesion. The formation of hotel culture reflects the same value orientation of all hotel employees. On this basis, the hotel staff and departments will form a cooperative and United whole. Good hotel culture can enhance employees' willingness to serve customers from the heart, and consumers are also accepting and feeling this kind of service.