How to improve the hotel's favorable rate and online evaluation?

If the details are not well done, it is "100- 1=0", especially in the process of hotel reception service. Hotels must pay attention to establishing and strengthening the concept of subtle service for employees, so that employees can do every little thing well, extend subtle service to every corner of the hotel and pass it on to every guest. The finer and more thoughtful the service provided by employees, the more satisfied the guests will be.

2. Surprise service

Customer loyalty is achieved by providing value that exceeds customer expectations.

To satisfy guests, besides providing them with the most basic services, such as clean and comfortable accommodation environment, quiet rest place, good attitude and professionalism of service personnel, surprise service (personalized service) will bring unexpected results.

The real surprise service is not "icing on the cake", but "sending charcoal in the snow". Let the guests feel careful, caring and valued, even if it is only a small surprise, it is enough to stir up waves in the hearts of guests.

3. Feedback service

By collecting the feedback information of different guests, we can find the problems existing in the hotel, improve the service quality of the hotel, and thus improve the satisfaction of the guests.

Extended data:

Ways to effectively improve the favorable rate of hotel service quality;

1, courtesy

Hotel service personnel are required to be dignified, elegant in language and decent in manners. It embodies the spirit of a hotel and reflects the basic attitude of hotel staff towards guests.

2. Professional ethics

It is the general name of the code of conduct that people abide by in a certain range of professional activities. Hotel service personnel should follow "warm and friendly, guests first: sincerity and fairness, reputation first;" Civilized and courteous, excellent service; Neither humble nor supercilious; Unity and cooperation, the overall situation; Law-abiding, honest and trustworthy; Studying business and improving skills "tourism professional ethics, dedication, diligence and happiness.

3. Service attitude

Refers to the subjective intention and psychological state of hotel service personnel in the process of serving guests, which is determined by the initiative, creativity, enthusiasm, sense of responsibility and quality of employees. The specific requirements are initiative, enthusiasm, patience, thoughtfulness and the service consciousness of "guests first".

4. Service skills

Refers to the skills and ability of hotel service personnel to provide services, and its level depends on the professional knowledge and operation technology of service personnel. The specific requirements are to master rich professional knowledge, have skilled operation technology, and be able to use it flexibly according to specific conditions to achieve artistic and aesthetic service effects for guests.

5. Service efficiency

Refers to employees' grasp of the concept of time and work rhythm in the service process. It should be flexible according to the actual needs of guests, requiring employees to provide a service immediately when the guests need it most. Therefore, service efficiency not only means fast, but also emphasizes timely service.

6. Safety and Health

Hotel safety is the first consideration when guests travel, so the hotel must ensure the safety of guests, employees and the hotel itself. Hotel cleanliness directly affects the physical and mental health of guests and is the basic requirement of quality service, so management must also be strengthened.

In addition to the above contents, service quality management also includes employees' labor discipline, service methods, service standardization and procedures.