What is modern hotel consciousness?

Modern hotel consciousness includes nine aspects: service consciousness, marketing consciousness, cost consciousness, equipment maintenance and maintenance consciousness, safety and fire protection consciousness, love and dedication consciousness, health and epidemic prevention consciousness, training and supervision consciousness, Awareness of communication and coordination. Modern hotel consciousness has put forward higher requirements for both front-line and second-line employees. In the daily operations of hotels, there are many examples of inadvertent mistakes by employees causing significant losses to the hotel. The reason is simple, the vast majority of employees lack even the most basic hotel awareness. "The customer is God" and "the customer is always right" are words I heard from my boss, but I have no idea how to implement them into the specific customer service process, and I have never received any professional training in this area. training. The management thinks that it only needs to formulate operating standards and then urge employees to operate according to the standards. If they violate the standards, they will be fined. This is enough. Not really. Because operating according to specifications cannot be equated with guest satisfaction, employees must act according to specifications, but guests will not consume according to the specifications set by the hotel in advance, and they will not be satisfied because you follow the rules. Hotel management should make great efforts to train employees' hotel awareness, fully understand the content of the regulations, and provide guests with high-quality services in a targeted manner according to different situations. Avoid being rude and simple in management methods, and be cautious in issuing fines. Punishment is only a means, not an end. A hotel that can only be managed by punishment is never a good hotel. The management of any employee should start with training, learn the hotel's rules and regulations and job skills, and understand and master the hotel's objective laws. In daily work, management can understand the service level and service attitude of employees through observation, communication and supervision, help them consciously comply with various systems, and punish those who knowingly violate the regulations strictly in accordance with the "Employee Handbook" or relevant regulations. 2. Hotel service awareness Hotel service awareness is an important part of modern hotel awareness. Service is the main product of the hotel, and service quality is the life of the hotel. Modern hotel service awareness is not a service awareness in the general sense. It is a comprehensive sublimation and comprehensive expansion of the basic concept of traditional service awareness. It requires management and employees to deeply realize that what the hotel provides to guests is by no means just a room or a banquet, but a set of services carefully designed in accordance with the living, dining, entertainment, business and other habits of modern guests. . A modern hotel is a comprehensive service facility integrating guest rooms, catering, entertainment, shopping, office, and transportation. Its services are diversified and comprehensive. Hotel services, from demand discovery to project design, implementation process and information feedback, all revolve around the customer. Each link has its own focus and is interlinked. One of the main threads running through it is hotel service awareness. To complete customer service, every detail in the entire service process must be carefully planned in order to achieve good results. The purpose of modern hotel service awareness is to maximize the use of hotel service facilities by understanding the characteristics of hotel services and giving full play to the subjective initiative of service providers. 3. The main content of service awareness. The service awareness of modern hotels includes four aspects: proactive service awareness, standardized service awareness, personalized service awareness and emotional service awareness. The following will be elaborated in four chapters. Active Service Awareness Section 1 The meaning of active service Active service is targeted, active, advanced and foreseeable service based on the guest's psychological needs. Employees should have a strong sense of empathy, stand in the guest's position from time to time, think about what the guests think, keep in mind that "the guest is always right", consciously downplay self-esteem and self-esteem, strengthen the sense of obedience in service, and provide guests with perfection at all times and everywhere. services. Proactive service is the basis of all hotel services and the primary condition for satisfying guests' consumption psychology. The hotel's sales price includes physical products such as guest rooms and dishes, as well as services supporting these products. Only in a beautiful, quiet, comfortable and safe living environment can guests enjoy enthusiasm, initiative, thoughtfulness and meticulousness. , warm and high-quality service will give you the feeling of authenticity.

Imagine that you arrive at a restaurant with your friends and no one shows you a table. You finally find a seat in the noisy lobby. No waiter comes to say hello. It seems that they are all very busy and cannot see or hear your gestures. You greet me as if you don't exist. When you were desperate, a waiter finally arrived. Now you can order. Of course you want to ask about the characteristics of the dishes first, whether there are any special dishes, or whether there are specials today, etc. But the waiter doesn’t know much about the dishes on the menu and only knows Say this dish is delicious and that dish is good. If you ask which one is best, he or she will tell you the most expensive one. This will make you unhappy. If you order the "best" dish, it will feel too expensive; if you don't order the "most expensive" dish, you will feel that you have lost face in front of your friends, and you really hate this person in your heart. Waiter who can't speak. Fortunately, your friend saw your difficulty and said that you can just order a few dishes. So you randomly picked some dishes from the menu based on your feeling. The waiter quickly took out his notes and took notes, then told you "please wait a moment." Finally, you heard a polite word. Then you start the long "waiting for food", maybe because there are too many guests, the chefs are too busy, so you can only drink tea first, and you comfort yourself. I don’t know how long I’ve been waiting, but I’m almost full from the tea, and your food is here. The serving speed is not too slow, but only after one dish is finished, the next dish is brought out. Is this a banquet? It's like a beggar begging, you started to curse. After finally finishing it, do you think it tastes good? Of course not, even if it is delicacies from mountains and seas. When checking out, the cashier overcharged the bill again. One dish was later canceled, but the waiter forgot to cross it off the bill. After repeated checks, you were allowed to pay less, but you waited half too long. hours. Before leaving, you took another look at the bill and couldn't help but curse because you found that a 15 service fee was added. Damn hotel! With such poor service, you still have the nerve to charge so much service fee. It’s almost enough to give me a mental damage fee. I will never come back to this ghost hotel again! Proactive service is what guests need for travel and business activities. Guests are far away from home and are in a psychologically lonely and helpless state, longing for enthusiastic, proactive and thoughtful care. When a guest arrives at the hotel, the bellman takes the initiative to introduce the hotel's services and room facilities to the guest in detail when guiding the guest into the room, and helps the guest solve the difficulties caused by unfamiliarity, which will make the guest Feel at home. Section 2 The basic content of active service Active service includes four aspects, which can also be said to be four basic skills. One of the tips for proactive service is to provide service before the guest expresses their need. For example, most of the guests who come to the restaurant during business hours are here to dine. At this time, the greeter should take the initiative to greet you and ask if you are coming to dine? How many people are there? Have you made a reservation? Are you going to the lobby or? Private room? Then lead the guests to the restaurant to dine, and notify other waiters to prepare for the next step of reception. When a bellboy sees a guest carrying luggage, he should take the initiative to ask if he needs help? One thing that must be noted is that this type of service is limited to simple and clear services, such as general reception services, and the service process should be natural and without any help. The meaning of imposing on others. Otherwise, the guests will feel overly attentive and helpless, or they will feel that they are deliberately asking for tips. Therefore, a "degree" must be grasped. A more effective way is to proactively solicit guests' opinions. If you are the receptionist at the front desk, when you see a guest approaching you, you should first put down the work at hand, look at the guest, and be prepared to receive the guest. When a guest comes to the front desk, you should first ask: "Sir/Ms., do you want to stay in the hotel?" "Have you made a reservation?" "If you have not made a reservation, please let me introduce it to you. Our hotel There are standard rooms and suites. The price of a standard room is ××× yuan, and the price of a suite is ××× yuan. In addition, there is a service fee of ××. Which one do you want to stay in?” In this way, through proactive introduction. and inquiry, not only understand the real needs of the guest, but also help him or her find his or her consumption goals, so that the guest and the hotel can achieve a common understanding of consumption.

These needs, arranged in order of importance, are physiological needs, safety needs, social needs, esteem needs and self-actualization needs. A person will always seek to satisfy the most important and basic need first, but after he has satisfied the most important need, this need is no longer a motivating factor, so he will turn to satisfying the next important need. . For example, a hungry person (first need) will never be interested in new things in the art world (fifth need) nor will he pay attention to what others think of him or whether he respects him (third or fourth needs). He even It doesn't matter whether the air around you is pure or not (secondary need). But when one important need is satisfied, the next one arises. Mr. Wang’s interest in spending money in luxurious five-star hotels can be analyzed using Maslow’s motivation theory. What enlightenment can be gained from it? We assume that he has satisfied the three needs of physiological, safety and social needs, so these needs are no longer his concern. Motives of interest in five-star hotel consumption. The reason for his interest may stem from a strong need to be respected by others, or an overwhelming need for self-actualization. Hotel management should know that guest rooms, catering, entertainment facilities and related services are superficially designed to meet the most basic needs of guests, such as physiological needs and safety needs. In fact, they also include social needs, respect needs and self-needs, etc. Higher level needs. Meeting the all-round and multi-level needs of guests is the only goal of hotel management. Otherwise, why not satisfy the same guests who want to eat, live and play in cheap street restaurants, guest houses, karaoke rooms, and teahouses? The higher the star rating of a hotel, The higher the level, the more efforts should be made to meet the needs of the upper levels. Herzberg’s Theory of Motivation Herzberg proposed the “two-factor” theory of motivation. This theory distinguishes between two different factors, namely dissatisfaction factors and satisfaction factors. If the room rate for a standard room in a five-star hotel does not include a free breakfast, it may be a dissatisfaction factor. Some guests are used to not paying extra for breakfast. Perhaps they are looking for a small advantage, and the travel subsidy from the company is only enough to cover the room fee. It may also be that hotels of the same level adopt this promotion strategy. If you don't do this, you will lose. part of the guests. However, even if breakfast is included in the room rate, it cannot be concluded that it is an important factor for guests to choose a five-star hotel. Obviously, compared to the price of a standard room, the breakfast fee is only a small amount after all, and there are many fundamental factors. For example, the hotel's geographical location, supporting facilities, service attitude, public image, etc. This motivation theory has two meanings. First, hotels should try their best to prevent various dissatisfaction factors that affect guests. These factors may be the lack of enthusiasm of individual employees or overly complicated service procedures. Although these things will not promote the hotel's profitability, they will affect consumption. The second is that in the hotel sales market, management should carefully identify the main satisfaction factors and motivational factors for consumers to choose hotels, and conduct in-depth research on them. 2. Perception. A motivated person is always ready to act. However, when he acts is affected by his level of awareness of the situation. Two people may behave very differently when they are in the same motivational state and achieving their goals. This is due to their varying perceptions of the situation. Mr. Wang may think that a talkative reservation clerk is overly enthusiastic and his description of the hotel is exaggerated; while Mr. Li may think that the reservation clerk is proficient in business and well-trained, and the service quality of this hotel must be good. Why do people have different perceptions of the same situation? First of all, we need to know that people understand stimuli through their senses. That is to say, information communication is through people’s five senses, namely vision, hearing, and smell. , touch and taste enter the brain. However, everyone absorbs, organizes and interprets this sensory information differently. Perception is defined as the process by which an individual selects, organizes, and interprets information input in order to create a meaningful image of all things. Perception depends not only on the characteristics of the physical stimulus, but also on the relationship between the stimulus and the surrounding environment and the individual's situation.