Experience of visiting a hotel

Go to the hotel to visit and study, see how excellent hotels are run, and what you can gain by visiting. The following is my "experience of visiting hotels" for your reference only. Welcome to reading.

Experience of visiting hotels (1) After visiting four-star hotels, I feel that we have a lot to learn, which is indisputable because the investment gap is very large. Maybe many people will think that we can't compare with them and can't learn from them. This idea is correct. Three stars can't compare with four stars, but there are still many places worth learning. What to learn and how to learn are topics that we should seriously discuss. In the case of inferior hardware, should we learn from ideas and methods? What is really valuable and can be used in our hotel management are ideas and methods. After learning from xx, I share my learning experience with you:

Perfection comes from customers. After visiting xx's guest rooms, I was deeply impressed by several things: simple tables and chairs, supplies to meet the needs, family rooms and so on. All these designs come from the full consideration of customers' needs, and it is this consideration that makes it perfect and full of family warmth. From this concept, we should understand that the starting point of any infrastructure layout, environmental beautification, service provision and other work lies in the needs of customers. Every post should be redesigned from the customer's needs. We can provide what customers need, which belongs to the potential needs of customers. We should also make full preparations to make customers feel that our service is completely responsible for customers and try our best to meet their needs. In our work and environmental layout, there are inevitably redundant and unreasonable places. What are the criteria for correct evaluation of whether to stay or abandon? It should not be the subjective judgment of leaders, but an in-depth analysis of customer needs.

Think of everyone you serve as your biggest customer. During the visit, you may have a deep understanding. Every employee in xx has shown great enthusiasm for you. They will not ignore you because you are here, but treat you as their biggest customer and enjoy VIP service. Such an idea will directly give birth to our enthusiasm for consumption, and we will become potential customers of xx. In contrast, our service is far from perfect. When you come to dinner around 8 pm, you may be off work soon. Because a waiter knew me, he said to me, "Eat quickly, we are going to get off work." Then I reported the situation to the supervisor, who said, "She knows you very well, so she said so." Ladies and gentlemen, work cannot be human, and service cannot be treated differently. Even if we have a good relationship, even if we are colleagues in the same unit and spend money here, we are also customers here. How can we treat it differently? Although this is a small matter, it reflects a big problem. Do we have a clear service concept? If you serve customers directly, please provide them with your most professional service. This is a quality. No matter who he is, in your eyes, there is no boss, no boss, no one you know well, only your customers.

Profession embodies quality. We often say that the service quality is low, how can we reflect the service quality? To improve the service quality, this is the first thing we need to know. Is the service quality of xx good? Yes, at least better than us. When you visit the meeting room, you will find that their meeting items are all laid out, and the cups and pencils are all in the same direction. When they are placed, you can see that the waiter is still aiming with his eyes to see if they are in place. What is she doing? She is very professional. We are different. At the staff meeting, when two waiters moved the podium up, they put people on it and ran away. He doesn't care if you put it right or not, but he has to let me play it again. I have to look around. When eating western food, you look at the waiter standing by and look at your plate. When you finish eating, she will come and change your plate immediately, and pay deep attention to the procedure during the service. This is the major.

Details will make customers remember you. Everyone has seen the weather guide board of xx in the guest room. This is a detail, which makes us feel that their service is really meticulous and memorable. Do you still pay attention to their trash can? It's no different from ours, but their logo is printed on the surface stone powder? It doesn't cost much to change the details, what is needed is thinking about the details. You see how excited Mr. xx is to introduce the weather forecast board. "This is our original. What can we do with this? What can we do with it? The cost is quite low ... "What is he promoting? He is telling us the humanization of their work and the pursuit of details, and regards the change of details as their wisdom wealth. Guests staying in the hotel will pay more attention to details when enjoying the same service, and a detail may keep your customers.

Send enthusiasm to each of your customers. On every floor, xx employees are conveying enthusiasm to you. She will say "hello, this way, please", smile and run to press the elevator for you at once. When the elevator arrives, she will stand by and wait for you to get in before arriving at her post. This is a set of working procedures, but in the process of implementation, it is to convey enthusiasm to customers. Listen to their managers, the tone is soft, the speed is not slow, but there is no lack of enthusiasm. Their human resources manager put it this way: "We use body language to convey our culture, which is an important lesson in training." We advocate smiling service, but the quality of smiling is not high, which is related to the atmosphere, because we have not yet formed such an atmosphere. At the very least, we should understand why and how to convey a smile to customers, whether your smile is professional, sincere or false, or whether the manager smiles at employees. Good service lies in delivery, and we need to think about what we have delivered to our customers in the process of service.

Make the system more humane. In the conversation with the manager of human resources department of xx, he talked about the reward and punishment mode of xx. They have developed a standard scoring system for fines, allowing employees to make mistakes in a certain score. When the score exceeds the prescribed score, they will be fined and the necessary rewards will be given within the prescribed score. This is very human. It is impossible for employees not to make mistakes, make fewer mistakes, make more mistakes and do badly. That's for sure. Our system should be more humanized, so as to really improve the enthusiasm of employees and strengthen their self-discipline. Of course, some principled mistakes, such as sabotage, fighting, theft, etc., are not included, and one case must be found and severely punished.

Train irregularly and act immediately. When it comes to training, we often push the training work to the human resources department. In fact, the department manager is the best coach. As supervisors, we should always train our subordinates. When visiting the computer room, a lot of wall dust fell to the ground near the door of the computer room. The supervisor immediately called the cleaner and muttered a few words. It took the cleaner about 20 seconds to clean up the wall dust on the ground immediately. What is this process? This is the process of training and action. When there is a problem, the department head should not simply tell his subordinates what to do, but should teach him methods to avoid similar problems from happening again.

Get customers' opinions and make improvements at any time. Customers' opinions should be regarded as a kind of wealth, and customers should not be blamed for being too picky. After dinner in xx, the director of western food came over and said, "Do you have any comments on our food here?" Everyone has different tastes and must have different opinions. Finding customers' preferences through customers' opinions can bring him better services, further improve our services, and make our services closer to customers and more targeted.

Although our hardware foundation is not as good as four-star, we can learn from them in service, management and other software. Three-star hotels will create four-star services. If our service can't reach three or two stars, what's the use of judging Samsung? I hope that one day I can make such a sign: "Three-star hotel, four-star service." Ability is cultivated, and quality is served. How to serve can be summarized in four words-"Serve with your heart."

Experience of visiting the hotel (2) This is a rare opportunity. Today, we visited a five-star hotel and experienced its services. I remember Director X said that if you want to improve your service attitude and business ability better, you should be a guest yourself, feel the service of others and sum up from it. In other words, what kind of service do you want others to provide for you and what kind of service will you provide for other guests in the future.

First of all, when you enter the revolving door, everything you see is magnificent and luxurious. What is lacking is that you can't hear the greetings from any service staff. Didn't you see us? No, he is obviously looking at us; Do you think our clothes are not classic enough? This is unacceptable. The real service should be based on "all customers enter the store". Even if you are just a sanitation worker, you should greet him warmly and help him as much as possible.

Let's talk about the front desk. We stood for two minutes before they found that the sales manager who showed us around the meeting room had dyed his hair yellow and didn't wear a headdress. What's more, she was still chewing gum when she introduced us into the conference room. I think this is extremely disrespectful and unimportant to us, and I feel very uncomfortable. I think it's a good thing I'm not a real guest, otherwise I would have wasted so much money.

Now, I finally understand that the hotel's hardware facilities are important, but providing quality and caring service is the most important thing, because everyone has feelings, and everyone wants to get greetings, blessings and attention when they leave home.

Through this investigation, we can better combine theory with practice, and let me see the importance of quality service to the hotel. I will serve the guests more carefully and intimately in my future work.

Experience of visiting the hotel (3) Recently, I had the honor to participate in the study tour of xxxx Hotel organized by the company. Being able to spend a day in this first five-star hotel designed, built and managed by China people can really give people an unusual and perfect experience. As far as the hotel structure is concerned, xx Hotel is managed by xx International Management Co., Ltd. according to the standards of international five-star luxury business hotels, so it can be second to none in terms of hardware facilities, service quality and related services. From the perspective of business philosophy, xx hotel benefits from its five-star standard in every detail, so that it can take the lead in the highly competitive xx high-end hotel market.

This visit impressed me deeply on several aspects of xx Hotel, one of which is the decoration and layout of the hotel. As we all know, no matter how many stars a hotel has, you can get a glimpse of the whole leopard just by looking at the interior decoration. It can not only give people a beautiful visual experience, but also make people taste the cultural temperament of this hotel all the time. For example, rooms at different price points in the hotel, although the prices are different, reveal a five-star feeling from home, layout, lighting and equipment, which makes you feel like enjoying the courtesy of the king. As soon as you enter the xx Hotel, the first thing you see is a marble column with a diameter of more than one meter, and then a gorgeous light and shadow effect. In addition to the magnificent hall, there are gourmet restaurants from overseas countries such as Vietnam, South Korea and Italy upstairs, and there is also a Chinese self-service revolving restaurant on the top floor. In addition, the store is also equipped with multi-functional conference hall, beauty salon, bookstore and other supporting areas. It can be said that as long as you stay in xx Hotel, you can enjoy anything you want to experience in other parts of the world without leaving the store.

Apart from the five-star decoration and layout of xx Hotel, what impressed me more was the PA management of the hotel. As we all know, PA is very important for any hotel that wants to regulate its operation, especially in today's fast-paced business travel. Maybe the last guest just checked out three minutes ago and the next guest will have to check in three minutes later. In this short time, on the one hand, it tests our ability to coordinate and manage rooms, on the other hand, it also tests our PA department's ability to handle and standardize operations quickly. In order to clean the public areas of the hotel smoothly and avoid disturbing the guests, it is necessary to make reasonable scheduling time in advance, arrange the areas that each staff member is responsible for, and make unified plans and procedures in line with the business hours of various departments of the hotel. Generally speaking, the industry will implement three shifts, namely, morning shift, middle shift and night shift. In xx Hotel, in addition to ordinary three shifts, a group of inspectors are added as a supplement to normal hours, who can assist or directly perform emergency cleaning tasks at any time.

Scheduling is only the first step. More importantly, let every employee in PA department know their work scope, fields and requirements, and strive to complete their duties within the prescribed time limit. On the one hand, it is inseparable from the usual international PA training in xx Hotel, and on the other hand, it is inseparable from their high-quality employees, which I think is the most worth learning. Secondly, it is also very particular about the distribution of manpower. Under normal circumstances, in order to avoid inconvenience or danger to guests, the large-scale cleaning and maintenance work of xx Hotel is arranged at night shift, so there are more people working at night shift and the quality requirements are higher. Because we should not only ensure the quality of work, but also ensure the quiet sleep of our guests, which is what we should seek from the usual training.

In addition to the above-mentioned time and personnel arrangements, strict personal requirements for PA employees are also necessary. For example, during this visit, I learned that xx Hotel has the following requirements for male and female employees: uniforms: clean and tidy, without wrinkles; Work card: worn at the top left of the uniform chest when going to work; Hair: clean and tidy. If female employees have long hair, they need to roll it up and wear the designated headdress; Nails: neat and clean, without long nails and colored nail polish; Mouth: Your breath should be fresh, and you are forbidden to drink alcohol and eat food with pungent taste before and during work. Perfume: only faint perfume can be used ... and so on, ranging from the length of nails to the wearing of uniforms, which embodies the five-star standardization of xx hotel everywhere. With such a standard service system and operation process, it is no wonder that xx Hotel is well-known overseas.

In each room, the work of PA staff also starts from the service details. After the routine cleaning, the items in the corresponding functional areas of each room must also be placed according to the procedures. For example, in the bedroom of the executive luxury suite, a plate of fresh fruit and a bottle of red wine will be placed on the round table where guests take a nap, and the foldable cosmetic mirror can also give people convenience and speed; In the study room of the business deluxe suite, there must be a large and bright desk with domestic and foreign direct-dial telephones and a computer with high-speed internet access neatly, and the small bar next to the study room can also let you have a rest after work; The leather sofa in the living room of xx suite gives people a sense of seriousness, while several leisure magazines placed on the small round table can make people enjoy the ease of success after intense business negotiations.

If you think that xx Hotel can rest easy with such luxurious decoration and rooms, you are wrong. In this study, the personalized service provided by xx Hotel is also worth learning. In addition to the usual room delivery and wake-up service in the industry, xx Hotel also provides caring services such as taking care of children, disabled rooms, shoeshine service and electronic safe. , for each guest to solve all the troubles after check-in. For example, the disabled rooms are configured according to the international standards for disabled facilities, and the occupancy needs of every customer are fully considered; Another example is the nanny service. Xx hotel has several floors of entertainment facilities. Leave the children with the nanny, and naturally you can go to work with peace of mind.

Through this visit and study, I not only have an updated and deeper understanding of the relevant processes of hotel management, but also have more insights into hotel PA management. I think to do a good job in this industry, we must take standards as the king and win by service, just like xx Hotel!

Experience of visiting hotels (4) Yesterday, xx International Hotel Management College arranged for us to visit two five-star hotels, xxxx and xx, which are located in the center of xx, mainly for business and holiday customers.

Xx Hotel is the leading luxury hotel in this city. It is located in the historical rock area, between xx Opera House and xx Bridge. It has 563 spacious and luxurious rooms and a perfect fitness spa club, especially the circular restaurant on the 36th floor of the hotel. With spectacular city scenery, you can enjoy famous scenic spots such as xx Harbor, Circular Pier, xx Opera House and xx Bridge. Recently, the hotel was awarded "Best Luxury Accommodation Hotel in 20xx" and "Best Fitness Club and Spa Facilities Hotel of the Year" by the Australian Hotel Association. In addition, the hotel's conference and business facilities are also very complete, including a large banquet hall, executive lounge, private meeting room, free wireless Internet access and so on. It is more than enough for individual passengers or companies to organize large-scale celebrations.

Xx Hotel is located in Xueyuan Street, facing Hyde Park, very close to the central business district of xx, with superior geographical location and convenient transportation, and is an ideal place for business travel. The hotel has 55 1 rooms, with spacious space and modern facilities. 95% of the rooms are equipped with triangular jacuzzi, which is unique in xx. In addition, the hotel also has a rooftop heated swimming pool and steam room, which can enjoy the infinite beauty and bright natural sunshine of Hyde Park.

In fact, we feel that the hardware conditions of domestic hotels are not worse than those of foreign countries, and some are even better than those of foreign countries. However, the software management, service awareness and service attitude of domestic hotels are indeed lacking. As far as xxxx and xx are concerned, they both attach great importance to the cultivation of employees' service consciousness and attitude, their sense of belonging and their corporate culture, which we feel everywhere. Therefore, in the future teaching, we should pay more attention to the cultivation of students' service consciousness and service attitude.