How do hotels implement personalized service?

How do hotels implement personalized service?

With the rapid development of hotel industry, the pertinence and flexibility of personalized service has become a trend. Personalized service is to meet the reasonable personalized needs of different guests, such as business customers' demand for the Internet and travelers' desire to taste local food. Hotel guests come from all corners of the country, and everyone has their own living habits and preferences. They can provide instant, flexible and thoughtful service, which is more competitive than the standardized service of hotels in the past. Personalized service with advanced consciousness is increasingly favored by guests.

Embroider the guest's name on the pajamas of the guests who have been to 10 for special use; Stamp the guest's name on the envelope and stationery of the guest room; Providing baby care services for families with children; Set up smoke-free floors; Provide guests with different soft and hard pillows; Adjust the temperature of the air conditioner according to the guest's requirements for room temperature. These practices are the concrete embodiment of personalized service.

Hotel personalized service is a service concept and form developed on the basis of standardized service, and it is a service provided to meet different personalized needs. Personalized service is the pursuit of modern hotels. With the increasingly diversified needs of guests, hotels need to provide more creative and personalized services in order to truly provide more perfect services for guests.

(a) the establishment of customer history files, grasp the customer needs.

Marketing theory tells us that only by truly grasping the needs of customers can we provide services that satisfy customers and improve the competitiveness of hotels. Therefore, the hotel must establish a unique guest history file. So from what aspects should the hotel establish the guest history file? First of all, the hotel should start with the collection of customer information, track the whole process, and establish a complete and accurate frequent visitor file; Secondly, we should use computers to develop data technology, establish detailed and subtle customer demand files, and finally establish a customer information base.

(B) establish the concept of internal marketing and all-staff marketing.

Of course, if you want to do a good job in hotel management, it is absolutely not enough to rely on your own efforts. You need the cooperation and support of other departments, so do it well? Internal marketing?

Work. Do internal marketing well? Three persistences? That is, insist on the backstage service for the front desk, the previous working procedure for the next working procedure, and the manager for the employees. This is because: First, hotels are a large group, and employees should be the same as each other. Providing high-quality products and services and winning customer satisfaction should be the goal of all hotel employees. Therefore, when the front desk staff encounter difficulties, the background staff should be able to provide necessary help in time; Secondly, the service of the hotel is coherent. For customers, no matter which service link represents the overall service level of the hotel, employees of all departments of the hotel need to cooperate closely to avoid unnecessary internal friction and show the most beautiful image to customers. Third, front-line employees shoulder the heavy responsibility of directly serving customers, and his words and deeds directly affect the feelings of customers. As the saying goes, without satisfied employees, there will be no satisfied customers, and without satisfied customers, there will be no satisfied income. If a hotel wants to win a satisfactory income, it must meet the needs of its employees as much as possible. Managers should respect and care for each employee, create a good working environment for each employee, help employees solve difficulties and let employees feel the warm family of the hotel.

The so-called marketing idea for all hotel employees is to require all employees to clarify their job responsibilities, so as to perform their duties in their respective jobs. It can also be understood as everyone's marketing, and everyone regards the hotel as their home. When the understanding of all employees reaches a high degree of unity, it is also the highest level of internal marketing. For example, employees of Sony Corporation in Japan will ask their friends if they find that their TVs are not Sony brands. Is our Sony product not good? This is a typical all-staff marketing. Just imagine, if all the employees in our hotel can have this kind of marketing consciousness in their work and even life, can our hotel still run badly?

(3) Use emotional services.

The emotional service of the hotel is to ask the waiter to serve the guests attentively, so that the guests can feel that every smile, greeting and service of the employees are sincere and heartfelt, putting themselves in the guest's shoes and showing a kind of affection. The western hotel industry once conducted a survey on consumers, when they were asked? What do you want the hotel to think of itself as? About 70% people chose? Relatives Instead of. God? . Therefore, I hope that our employees can treat and serve customers as your relatives in the service process. For example, delivering fruit to the guest room is not simply asking the waiter to deliver the fruit provided every day to the guest room. More importantly, let the waiter judge what kind of fruit the guest really likes according to the situation of eating the next day and the fruit left in the fruit bowl, and then supplement the fruit according to the guest's preference the next day, so that the guest can feel the sincerity and thoughtfulness you brought him when eating, so that the guest can really appreciate it? Feel at home? Is the warmth of home really provided to guests? Satisfied+? Surprise? Service.

(4) Grasp the service details.

As the saying goes? Every detail? High-quality hotel service pays great attention to details, because the details in place can often leave a deep impression on guests and lay a good foundation for word of mouth. Careful service is to pay attention to details in service, find service opportunities in details, and let guests feel meticulous service. Careful service also reflects the breadth and depth of service to guests. What the guest thinks can be done for the guest, the guest doesn't think it should be thought of and done for the guest. Practice has proved that hotels are not doing very well in this respect. For example, the guest in the room is resting, and the waiter knocks at the door and asks if the guest's room needs cleaning. I hope the hotel will further strengthen the details in the future.

In the increasingly personalized consumer market, serving customers' interests warmly and sincerely will often bring greater satisfaction to customers. The hotel industry in developed countries has put forward a slogan: break the rules and get better service. The proposal of personalized service conforms to this trend of the world hotel industry. Of course, the implementation of personalized service in hotels must be based on the standardization and standardization of services. It would be a waste of time to talk about personalized service without standardization.

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