Intercontinental Hotel Service Concept

Every moment, the experience is extraordinary. With what? Do the right thing, care for others, pursue Excellence, seek common ground while reserving differences, and win-win cooperation? The way to win is the carrier of action, and we are committed to sharing local knowledge widely, providing unforgettable, original and unique personal experience of rich theme hotel culture, broadening our horizons and showing extraordinary taste.

1, the way to win:

For guests, the concept of service, we pay more attention to these aspects: personalized and practical service, rather than show; Stand in the attitude of the guests, not just the employees who provide services for the guests; Get an unforgettable living experience through local experience; I feel that I can learn more about the local unique place; Enjoy a relaxing stay.

1. 1 Do the right thing

We keep our promises and don't break our promises to others.

We respect facts and trust our own judgment.

We provide personalized and practical services for our guests, not for show.

1.2 Showing concern

We regard everyone as an independent individual.

We actively seek and listen to places where nursing details can be displayed.

We stand on the guest's side and make sure they have the best experience.

1.3 is the best

We pay attention to what happens inside and outside the hotel.

We constantly challenge ourselves and impress our guests with the local experience.

We are always looking for ways to improve.

1.4 Seeking common ground while reserving differences

We welcome different views and ideas and share our knowledge.

We respect local culture and guide our guests to discover local characteristics.

We play an active role in the social groups we live in.

1.5 Win-win cooperation

We are committed to establishing a good working relationship.

We trust and support each other and overcome all difficulties.

What we care about is what we can do to make our guests enjoy a relaxing stay.

2, a wide range of knowledge.

Help guests find special places in the city and help them check their blogs. With this service concept, can we check whether our service or my advice to our guests conforms to it? Deep insight? Requirements.

2. 1 unforgettable: extraordinary, unusual, happening every day, but not the advice that competitors can provide.

2.2 Original flavor: it is not designed around the guest period, but can truly reflect the local culture.

2.3 distinction: it is not self-evident or predictable to stand out from others.

2.4 Personal experience: guests can participate in it, not just watch from a distance.

Second, the service standard

1. Overall overview of service standards:

1. 1 Always smile, warmly greet every guest and colleague you meet, and call others by their names.

1.2 Be friendly and polite, and meet the requirements of every guest and colleague as soon as possible.

1.3 neatness, dress and posture, and reflect professional image through appearance and movements.

1.4 is committed to making guests feel comfortable and safe.

1.5 Provide hotel facilities and surrounding environment information correctly.

1.6 Be helpful and try your best to help the guests.

1.7 Optimistic, try to be enthusiastic in words and actions.

1.8 to provide more friendly, relaxed, sincere and professional services for guests.

1.9 Pay attention to the guests and gain insight into their needs.

1. 10 team spirit, treat colleagues and subordinates with respect and courtesy.

2. Eight service standards (see PPT for eight scenarios and eight tips for details)

2. 1 Active and comprehensive attention;

2.2 Fast and efficient service;

2.3 Improve self-confidence and self-esteem;

2.4 Establish feelings and harmonious relations;

2.5 Provide information and explanations;

2.6 Seize the opportunity and confirm the demand;

2.7 Introduce services and guide consumption;

2.8 Ask for help in time and make proper arrangements.

3, service scenario processing standards

3. 1 Basic customer service

A. Greet or greet guests quickly and ask questions to confirm their needs.

B, meet the needs of the guests, or turn to other colleagues when necessary.

If appropriate, explain the service of the hotel.

D, thank the guests (if possible, address the guests by name), and encourage the guests to put forward other requirements when necessary.

3.2 Serve multiple guests at the same time;

A, greet the waiting guests as soon as possible

B, in the natural gap of serving the first guest, ask the second guest if he needs help.

C, respond to the needs of the second guest, and then turn to the first guest in due course.

D. Switch back and forth between guests until the service is over.