How to deal with several contradictions in hotel management

Hotel management often involves the contradiction between customer interests and hotel interests, customer requirements and inspection responsibilities, customer feelings and first-line feedback. The management practice of Qingdao Seaview Garden Hotel proves that correctly handling these contradictions is conducive to improving the brand and efficiency of the hotel. The contradiction between the interests of customers and hotels: hotels make profits through hardware and services to maintain their own survival and development; Customers spend money for convenience and enjoyment, and for physical and psychological satisfaction. These two aspects have their own interests, thus forming contradictions. In the years of operation, Seaview Garden Hotel has always insisted on putting the interests of customers first, believing that the interests of customers are higher than those of the hotel. Only by meeting the needs of the guests to the greatest extent, improving customer satisfaction to the greatest extent, making the guests feel value for money, adding new customers and making the old customers continue to spend, can the hotel continue to generate financial resources. If you put the interests of the hotel first everywhere, simply pursue profits, only pay attention to immediate interests, make small calculations, how to make money and how to do it, and try to make customers spend more money, it will inevitably ignore and reduce the detailed service and family service for guests, which will inevitably breed problems such as short weight, shoddy, deceiving customers, refusing to speak, refusing to help customers, and ignoring customers' interests when complaining, and the business will inevitably become more and more dead. Seaview Garden Hotel often sacrifices the immediate interests of the hotel, mostly for the sake of customers. In order to express the sincerity of Seaview Garden Hotel, let customers feel that it is worth the money, and let customers like, trust and rely on the sea view. In this way, the brand of Seaview Garden Hotel will become louder and louder, the business will become more and more prosperous, and the hotel will continue to develop and gain long-term benefits. If the customer's consumption rights and interests are damaged or there are complaints because of the quality of products and services of Seaview Garden Hotel, Seaview Garden Hotel should do a good job of appreciating services or giving compensation, regardless of whether there is profit or not, but should consider making customers satisfied at all costs. The contradiction between customer requirements and inspection responsibilities. Every employee of Seaview Garden Hotel is a customer representative who expresses opinions or works instead of customers. The pragmatic spirit of the representative is "everything is considered and handled from the customer's point of view, reflecting and meeting the customer's requirements". The same is true for inspectors, who must fulfill their inspection duties from the general principle of meeting customer requirements and achieve the unity of customer requirements and inspection duties. Because the culture of Seaview Garden Hotel is customer-oriented, the decision-making, system, norms and standards of Seaview Garden Hotel are all subject to the consumption requirements and interests of customers. If in the process of consumption, some specific requirements of the guests are in conflict with the regulations and standards of Seaview Garden Hotel, we should try our best to meet the requirements of the customers. No matter the first line or the second line, we take this as the fundamental starting point of our work and service and are responsible for all the requirements of our customers. Inspection mechanism is one of the important mechanisms of Seaview Garden Hotel. Work must be inspected, and it must be a responsible inspection. Whether the guest's equipment, facilities and articles can be used safely and normally, whether the front-line personnel service is in place, whether the promised guest affairs can be tracked and urged, whether the guest's opinions and complaints can be fed back in time, and whether the second-line engineering, general affairs, procurement, supply and other departments can perform their security duties. Without inspection, it is impossible to compare and judge with the correct standard. Taking Seascape Garden Hotel as an example, its inspection mechanism mainly includes two aspects: First, customer standards. The equipment is safe and easy to use, clean and beautiful, and the guests feel comfortable. This is the customer standard. The second is responsibility. No matter whether it is the first line or the second line, managers at all levels should start from meeting the needs and feelings of customers, take the responsibility of inspection earnestly, and should make rectification according to the requirements of customers. Grasping these two points can raise the starting point of investigation to a new height. The inconsistency between customer requirements and inspection responsibilities will make some people think that inspection is a problem for themselves or the department they are responsible for. Some people, who have worked in hotels for a long time, are older and have higher positions, put on their old qualifications, play an attitude towards inspectors, and even refuse to inspect, causing some young inspectors to be timid and afraid to inspect with confidence. In order to meet the requirements of customers, the hotel must resolutely support each inspector to perform his inspection duties. The contradiction between customer's feeling and first-line feedback: customer's feeling is their consumption experience, which is a direct and concrete evaluation of the service quality and level of Seaview Garden Hotel. Customer's praise, criticism, opinions, suggestions and complaints are all expressions of their actual feelings, but there are often differences between the customer's feelings and the hotel's self-feelings about service, and this difference is contradiction. Seaview Garden Hotel requires that the first-line feedback information must be based on respecting the customer's feelings, truthfully reflecting the customer's feelings, and requiring the customer's feelings to be unified with the first-line feedback. To achieve this unity, the front line must believe that the feelings of the guests are true, the guests are right, the requirements of the guests are reasonable, and the feelings of the guests are their own feelings. Especially for customers' opinions, complaints and complaints, if you doubt or even deny the authenticity of customers' feelings, there will be serious problems of ignoring customers' opinions, complaints and complaints, which will lead to untimely feedback or distortion of feedback information, making it impossible for hotels to take countermeasures against the bad feelings of guests and turn dissatisfied guests into satisfied guests. When the first-line feedback information is different from the customer's feelings and the customer is dissatisfied, the superior management should take the initiative to understand the situation and meet the customer's psychological needs and interests on the premise of fully respecting and understanding the customer's feelings. Read more related knowledge and return to the list of hotel management knowledge columns.