Original: Li Sheng
I was
Drink tea or coffee in lobbies of many hotels
True.
Don't drink coffee☕️ and don't drink tea
I'm watching
The source of some problems and how to solve them
I'm at hotel
I also frequently monitor my workforce
Until same thing happens every day
I watched carefully. There are many problems
To operate and manage hotel
It's not just about meeting with clients
There are also all aspects of working with employees
I have three aspects
Brief information about operation and management of hotel
There are 12 critical moments of quarry
Of course, there are more than following 12 critical points
First
Guests
1. Complaint
Offline guest complaints
The manager must be there
Don't just let guests feel that hotel appreciates it
This will reduce overall staff
Mistakes in dealing with complaints that affect feelings of guests
Second, requirements are met
While client asks for it
The hotel must respond as quickly as possible
Whatever
Ability to meet customer needs
Required
Reply to guest in time
Explain personally when needed
3. Consultations
Many
First-time guests
Not very familiar with environment
When I came to reception for a consultation
Don't be a little busy
Slow down guest or make them wait a long time
Get better with time
Give him an answer or give him a small card with a text description
Fourth, sign up
Peak period
The reception is relatively crowded
Very
Perhaps not enough time at check-in
Currently
Support and cooperation from hotel manager required
Simultaneously
Smile and explain to waiting guests
Etiquette and attitude required
Second
Employees
Five, bad condition
When an employee is in poor condition
It affects
Colleagues can directly influence feelings of guests
Currently
Like highest needs of an employee
Care for this employee
And adjust your mentality in time
Otherwise, negative impact will be invisible
Six, conflicts
When departments and departments
In event of conflicts between employees
As a department
Responsible person or superior manager of employee
Needs to be corrected in time after detection
can't
Let escalation of conflict affect cooperation between departments and employees
For example
Facade and guest rooms, catering and production workshop, etc.
Third
Operational aspects
Seven, OTA score, especially negative
Many guests
Booking based on bad reviews
So
Wrong answer to a review is main question of answering an OTA review
If you want to increase your score
It's best to block bad reviews first
Then
Then use bad feedback as an impact point for drainage
Also required
The standard template for pre-writing bad reviews is run by a dedicated person
VIII. Booking Customer Agreement
Agreement Client
The importance of a booker cannot be overestimated
When hotel
Raise your prices or find clients with an agreement
When number of bookings drops significantly or number of people making bookings
Anniversary
This requires a Hospitality Marketing Specialist or
The top managers of hotel gave clarifications
Visit, congratulations, etc.
9. Member Conversion
Member Conversion
The most important do not cut
I found a personal assistant at hotel reception
For a fee of a few dollars
This situation
As a manager, you need to develop
Training and necessary accent
Introducing Members
This should be clearly stated when developing plan
If
It really happened
Urgent fix needed
In order not to cause unnecessary damage to hotel
Ten, safety
This period of time
There are two big hotel security managers
Don't take it lightly
First of all, Spring Festival is coming
The general security of hotel is very important
More than just learning
We need to talk more every day
The second is seriousness of epidemic prevention work
Unlucky
Required validation and necessary work procedures are ignored
11. Room cleaning
I experienced it myself
I've found that staying in a room is problematic in many hotels
Especially
When guests are in guest room, older sisters clean up
Lots of details
Guests see it, but don't say it
This directly affects guest
Evaluation and conclusion about hygiene of hotel
Sometimes
Older sisters ignore guests' feelings to take over house
Shorten cleaning steps
The consequence of this and quality is that customers can leave
Twelve, business key node management
Whether it's a hall or a guest room
Whether catering or manufacturing
Whether it's Human Resources or Finance
Will
Some common key work units
As a manager
Must be well aware of these key work nodes
This way we can understand important things instead of covering everything
Operations and yhotel management
This is a big system
There is a flow of information in this system
Customer flows, capital flows, logistics, etc.
There will definitely be more critical moments
Hotel Manager Basics
Work is more than just leading a team
We also need to support good customers for hotel
Get job done at critical moment
Increasing hotel performance
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