Two articles on hotel service work experience

#experience experience# Introduction The so-called experience is the experience and understanding of work or study, which can also be called experience. "Experiences" is a daily application style and belongs to the category of argumentative essays. Generally, the length can be long or short, and the structure is relatively simple. The following are "Two articles on hotel service work experience" compiled by kao.com for your reference only. You are welcome to read them.

Part 1

First of all, I would like to thank XXX Hotel for giving me a good learning opportunity and platform. I would also like to thank my colleagues for their help and support. I joined Fujia Hotel on the same day. Although it didn’t last long, I did feel that I learned a lot and was inspired a lot, which also gave me a lot of insights.

The hotel industry is a complex system with multiple management departments. For newcomers who have just joined the job, I think going deeper into the field should be a way to learn quickly. The purpose of going deeper into the field is to effectively control first-hand information. How well the work assigned by the hotel is performed can only be known by going deep into the site. For example, other information collected can be analyzed and summarized in a timely manner so that the work can be more targeted and effective. This is also an important manifestation of managers being on-site for execution, management and inspection. On the contrary, if you have only a partial understanding of the situation after the work is assigned, your business ability will be greatly reduced over time.

Pay more attention to details. Paying attention to details means paying attention to the quality of customer service. First of all, you must have the ability to discover and solve problems, and carefully observe every detail of the customer's every gesture, smile, word and deed, dressing, etc., in order to achieve the perfect service concept. , and when problems are discovered, they must be corrected in a timely manner; secondly, they must set a good example and set their own requirements starting from the details, requesting to the site, and providing services to the site. Third, through communication, exchange, and improvement, we can improve our service concept, constantly embody the personalization and family affection of customer service in the details, form a service that is the transmission of family affection, integrate details into every bit of service, and let guests Really feel the family affection, pleasure and surprise, and let the details play a valuable role.

Solve problems quickly. The hotel industry encounters various problems every day, 365 days a year. Quickly handling or solving various problems is a reflection of business capabilities, communication and coordination skills, and a sense of responsibility and mission.

It is also the most direct reflection of the work efficiency during execution. The faster the problem is handled, the higher the work efficiency will be. On the contrary, the work efficiency will be lower.

Through this short period of study, I have a deeper understanding of the hotel, truly feel the vitality and charm of the hotel, and realize the obligations and service awareness of a hotel employee! In my future work, I will flexibly apply the knowledge I have learned to hotel work, and truly become a satisfied employee of the hotel. I firmly believe that Fujia Hotel will create new brilliance with the joint efforts of all of us!

Part 2

In people’s conventional impressions, the understanding of hotel services is generally limited to intangible service behaviors such as the professional quality and service attitude of service staff. However, as a hotel Tangible physical products such as surrounding environment and infrastructure construction are also important components of hotel services.

The Qingyuan Evergrande Hotel where I am located is such a hotel that has both tangible physical products and intangible service behaviors. In daily operations, the hotel meets the needs of guests and solves guest problems and problems through such perfect services. difficulties and create value and profit.

Hotel service not only means that the hotel only needs to serve the most fundamental use value to the guests. In addition to meeting the most basic needs of the guests, the hotel also needs to provide some necessary promotional services, and even provide guests with Extra and value-for-money enjoyment brings unexpected surprises to guests. Of note is the manner in which service staff provide services to guests and the effective interaction between guests and service staff. After ensuring the most basic core services, Evergrande Hotel's support and extended services are worthy of recognition, thus forming a virtuous circle between guests and service staff.

During this five-month internship, I gained some humble opinions on how hotels create value through services.

First of all, the hotel must ensure that the services you provide to consumers are of high quality. The so-called service quality means that the hotel relies on equipment, facilities and physical products to provide services that meet the comprehensive needs of guests during their stay in the hotel. degree of demand. To put it simply, it is the degree of customer satisfaction, which is a relatively subjective ideology. Hotel service quality is roughly composed of hardware quality (such as the quality of hotel equipment, facilities and physical products), software quality (service skill standards of service personnel, labor quality, and professional ethics, etc.), environmental quality (nature and environment in the hotel) It consists of four parts: humanistic environment) and perceived quality (comparison of guests' expectations for service quality and personal experience of service quality). Evergrande Hotel has done quite well in the first three basic components, but the last one, perceived quality, does need to be strengthened. This requires consumers to establish a correct attitude and also puts forward some suggestions for service staff in the process of communicating with guests. challenge.

Secondly, hotels must strive to improve their service quality while ensuring service quality. First, the hotel marketing department can strengthen the content and degree of market research to accurately understand the needs of customers, as the saying goes, cater to their needs. Second, we must adhere to the adaptability and appropriateness of service quality, which is the unchanging foundation. Third, it is necessary to ensure that the hardware facilities meet the standards of high-quality services, which is also a continuation of the previous stage. Fourth, establish an effective employee incentive mechanism. The effect of establishing an incentive mechanism may get twice the result with half the effort. Fifth, reasonably adjust customers’ expectations for the hotel. This is part of the problem faced by Evergrande Hotel as mentioned earlier. The last but not least important thing is to maintain consistency between external publicity and internal management.

Finally, hotels will inevitably encounter some problems during the operation process, which require managers to use good methods to solve them and strive to minimize the damage. Here we need to introduce service quality cycle PDCA. To put it simply, it means analyzing the plan to find the reasons, strictly implementing the plan content, checking the implementation effect, and consolidating the measures or continuing to solve them. Personally, I think this method is very helpful in solving hotel problems.