Any suggestions for the development of hotel management?

Suggestions for the development of hotel management are as follows:

First, all staff establish a sense of service. ?

This is the most important point, because the hotel is a service industry, providing services in order to obtain profits and value. It must be clear that guests should get the corresponding "value for money" service when paying the bill; Guests are the parents of the hotel and the source of the hotel's survival. The hotel must be based on respecting the guests, standing in the position of the guests, thinking about what the guests think, anxious about what the guests are anxious, and providing first-class service for the guests.

The service here requires active service, that is, when guests come to the hotel, employees should give priority to serving the guests, rather than waiting for the customers to put forward service requirements before providing services, which is very different. I found that many hotels in Hezhou can't do this, and all they provide are passive services, which is a concrete manifestation of employees' lack of service awareness. If our hotel can do this, it will leave a good impression on the guests and give people a feeling of "being at home".

Second, we must improve the quality of service. ?

The most important thing to improve service quality is to get the service details in place. Details determine success or failure! The quality of service depends on the meticulous work. Only when the service details are in place can guests feel the existence of the service, because the services provided by hotels are generally the same, and only the nuances can reflect the management level. Only by doing small things that ordinary people don't pay attention to can our hotel be distinguished from other hotels and give guests an unusual feeling.

Therefore, it is necessary to establish standard procedures for services. When formulating service regulations, determine the link procedures of services, such as reservation->; Check-in-> check-out-> room cleaning-> check-in, to determine the unified action, language, time and equipment of each link, but also include ways and means to solve accidents and temporary requirements. These should be expressed in the form of rules and regulations. Unify all kinds of service work with service standards, and achieve standardization of service quality, standardization of service posts, and sequencing and serialization of service work. Ask employees to do well.

Third, hotel management innovation determines the success or failure. ?

The difference between similar hotels lies in the details, the functions of hotels are the same, and there is not much difference between similar hotels. The main difference lies in the details. This requires a detailed classification of customer groups and corresponding personalized services, so as to reflect the characteristics and innovation. The success of the hotel depends on the accumulation of details, which is the embodiment of daily work flow, service regulations and service standards, especially the solution of individual cases. We should pay attention to every detail, or we will make a big mistake because of a small loss.

Fourth, expand customer resources. ?

Strive to cooperate with several major travel agencies in Hezhou to win team customers. Team customers are the guarantee of long-term interests and the guarantee of improving occupancy rate. In this regard, it is necessary to provide preferential treatment to team customers and be financially convenient.

In the development of customer resources, VIP customers should be given some corresponding preferential policies and personalized services, so that VIP can enjoy exclusive honor here. Let these people feel that they are not a mass group. For some long-term and important VIP customers, the price concessions are insufficient, and humanized services (legal services, of course) are needed to make important customers feel different, which is very important to ensure the occupancy rate in the off-season.

A hotel is a combination of various businesses and departments. In order to meet the needs of different kinds of guests, the hotel has formed complex business and complicated affairs; In order to ensure first-class service, we must establish a sense of hotel management. Through the hotel management process, carry out various management functions and achieve the expected business objectives.