A recent incident involving a hotel in Kaohsiung City, Taiwan Province has sparked a lot of controversy. The woman found blood on sheet after leaving hotel and thought it was not her blood. Although hotel issued relevant certificates, woman still insisted on demanding compensation and posted video on Internet. This incident sparked a discussion about hotel management and therefore importance of hotel management was emphasized.
As a representative of service industry, level of hotel management and service quality directly affect quality of service and customer satisfaction. So, in process of improving level of hotel management, what aspects should you start with?
The hotel should increase cleaning and disinfection of bed linen and other items to ensure that there are no hidden dangers for guests when using them. Some past incidents have intentionally or unintentionally left bloodstains and stains, which has been a manifestation of mismanagement of some hotels. Therefore, hotel must develop strict cleaning standards and procedures, follow disinfection specifications, and train and supervise employees to ensure that every detail in room is handled properly. This is only way we can provide guests with a comfortable and safe living environment.
When this happens, hotel should improve service attitude and professional skills of staff, and resolve problems in a timely and appropriate manner to avoid disputes caused by mistreatment. During registration process, customers not only enjoy high-quality hardware, but also require quality and thoughtful service. Therefore, hotel should pay attention to training service attitude and communication skills of employees, as well as improving professional quality and business level of employees. Only in this way can we radically improve the quality of hotel service and increase customer satisfaction and loyalty.
In daily work, hotel should establish a complete customer complaints channel and feedback mechanism, register customer needs and opinions in a timely manner, and improve quality of service. Customer complaints are an important way to assess level of hotel management and service quality. If hotel can set up a good complaint channel and feedback mechanism, collect and process customer feedback information in a timely manner, then it will be able to correctly detect problem and take appropriate measures to solve it. At same time, customer satisfaction and loyalty can be improved through continuous improvement in quality of service so that hotel can stand out from its competitors in market.
The importance of hotel management cannot be ignored. In process of improving hotel management, we can start by strengthening cleaning and sanitizing, improving staff attitudes and professionalism, and establishing a robust complaint channel and feedback mechanism. Only by providing comprehensive, systematic and scientific management of hotel, we can create a comfortable, safe and convenient check-in environment for customers and increase customer satisfaction and loyalty.