Original: Li Sheng
The guest room is main service of hotel
During guest's stay at hotel
This room has longest stay
A place with most individual needs
Amenities in room
Rate and level of room service are often main factors that guests rate hotels on
Displays quality level of entire hotel
Room service is main activity of hotel
The level of room service and management directly affects market competitiveness of a hotel
Chinese hotel management expert noted
Hotel improvements in future will focus on rooms.
Basic Room Service Quality Standard
Two safes! Safe and Quiet
Two Shu! Convenient and comfortable
High quality hotel
Emphasis on quality of rooms without exception
The hotel builds quality rooms
About
The objectives of Liang'an, Liangshu and Liang'an in field of quality have been effectively studied
Three-pronged approach
Successful experience
High stability
ONE
Well equipped for good performance
Comfortable rooms
Amenities are backbone of quality hotel rooms
Except
The previous design must be in place
Need to strengthen day-to-day operations and management
Make sure room equipment is in good condition
To achieve good performance, normal operation and normal power consumption
For this
Hotels need time to learn and practice
Can be created
Effective management mechanism
1. Improved hardware infrastructure management
To maximize device performance
Accuracy, efficiency, safety, environmental protection
Power consumption, etc. in good technical condition
Hotel
Work hard on basic equipment management
2. Equipment operation standards based on guest value
A large amount of experimental data shows that
The ratio of human body to air in room
There are certain requirements for comfort
Indicators of air quality that affect human comfort include temperature
Humidity
Freshness and flow
The hotel must follow relevant guidelines
According to different scenarios and deadlines
Set equipment performance standards based on guest value
3. Equipment maintenance system based on preventive measures
Hotel
Daily maintenance of equipment is divided into
There are two types of shift maintenance and weekend maintenance
Ensuring normal operation of facilities and equipment
4. Equipment maintenance specifications depending on how quickly, efficiently and economically
The hotel maintains equipment
Special attention should be paid to four questions
First, it is speed of service
That is, time from repair to repair of equipment
Fast and timely
Second is service style
That is, maintenance personnel are in process of on-site maintenance
Demonstrated attitude and behavior
Ask for courtesy
Cooperation
The third one is maintenance effect
That is effect of equipment after maintenance
Requires normal operation
Low Repair
Fourth - maintenance cost
That is, consumption of materials and labor costs for equipment maintenance
Ask for frugality
Repair old and make use of waste. Increase efficiency
5. Continuously improve emergency management mechanism based on random factors
TWO
System control for indoor hygiene
Hygiene in guest room
This is main criterion for quality of premises
At same time, this is of great concern to guests
For
Solve this problem effectively
Hotel
Mainly equipment, procedures
Mechanism and learning
These four levels have been optimized and enhanced
Good results can be achieved
1. Purify air
Create clean
Professor Li Shuncheng of Hong Kong Polytechnic University clearly pointed out
Currently in China
I'm going to a better life
Food that draws attention to mouth from past
Safe progress towards a healthy nasal respiratory system
This momentum cannot be changed
I have to say
Improve indoor air quality
This becomes a new argument in favor of quality of hotel
The new standard
There are a lot of visitors in hotel
Ambient air is relatively airtight
Air odor problem is inevitable
Some restaurants prefer to use traditional odor masking method
But problem is not solved only with smell
New contaminants will also be generated
Hotels should pay close attention to air quality
When each guest enters hotel
It might be like going to an oxygen bar in woods
Feel purest air
Enjoy most relaxed mood with free breathing
For this
The hotel rooms are equipped with air purification products
After practice
Via air purification unit
It not only effectively eliminates residual body odor of guests after check-out
Smoke
Smell in bathroom
Various scents, such as perfume
It also captures free formaldehyde in air
Toluene, nicotine, TVOC
Bacteria and other harmful substances
and decompose it into carbon dioxide and water
It's safe, healthy and environmentally friendly, and guests have a good time
2. Optimize process
Prevention before it happens
Hotel management should be aware
The vast majority of hotels
The cleaning process is based on good staff
Based on professional ethics and ideal working conditions
To avoid employees as much as possible
Operational behavior of "human weakness"
After repeated research and practice
The hotel optimizes cleaning process so that
One withdrawal, two integers, three additions, four checks
First
The waiter at service center will take number
Throw away all used items
Cotton fabrics fit well in dirty clothes
Cups are cleaned in disinfection room
Then
The maid will clean up
Clean up room
Supplement appropriate interior items
Last
Leaving guest room, maid will check things in room
Self-monitoring of consumables and hygiene
We guarantee that nothing is missing
Simultaneously
While cleaning room
The hotel has kitchen towels in five different colors
Responsible for cleaning buckets, sinks, bathtubs, countertops, floors, etc.
There is a rag box to distinguish between used and unused rags
So that managers can check at any time
Ensure hygienic cleaning of premises
Achieving collection and separation
The process of combining self-examination and verification
We can say that problem of housekeeping is best solved at the source
3. Intensive training
Union of knowledge and action
A good process should be implemented efficiently
You also need to make sure that employees can work well
Employee training needs to be strengthened
Program for cleaning rooms
From point of view of professional ethics of hotel staff
Health awareness strengthens sensitivity and rationality
Inspire employees from bottom of your heart
Recognized as a great hotel
Must observe professional ethics
It is also basis of a person's position in society
On other side
Temporal dynamics of Taylor "the father of scientific management"
According to results of study
Working methods for employees
Science Intensive Training with Skills
Train employees properly
Effective work habits
Training
Not only to force employees completely
Realize importance of room hygiene
It also increases speed of employees
Increase employee income
4. Construction mechanism
In-place execution
Sure
Scientific procedures and on-site training
Is key to solving health problems
But to avoid defects
Necessary control mechanism is also required
First
The hotel will clean room and replace cups
Demands such as use of rags, rewards and punishments
"Military order"
Signature of each staff member in guest room
Severe penalties will be imposed if violations are found
Second
Directors, managers and junior management
Strengthen daily check
Detecting problems and fixing them in a timely manner
Last
Improve various forms and information systems
Focus on evaluation and reflection
And encourage and praise outstanding employees
THREE
Intimate service, creating moving guests
Hotel guests are very different
Keep changing
Perhaps some guests will be interested in hotel
Satisfied with courteous and standard service
But there are guests
It would be disgusting because this kind of service seems restrictive
Quality service must be adapted to local conditions
Varies from person to person
Focus on differentiation and personalization
Forward personnel
Every day I interact with guests with different needs
They are best at understanding needs and expectations of guests
A large amount of information about guests can be collected
At same time, it is also most suitable for satisfying guests
Demand conditions and opportunities
For this
Hotel
Established with a Guest Relations Officer
Guest Satisfaction Department
Pay attention to study of individual needsguests and potential needs
for
Providing targeted value-added services for various business clients
Conduct regular review meetings
List and organize personalized services
Compiled "Manual"
Lay a good foundation for quality service
In short
Increasing awareness and service skills
Retraining required
And continue to test in work
Continuous and stable operation of hotel
Depending on quality assurance
Quality has no ceiling
Hotel
Constant improvement
Professionalism and service temperature are tracked
Regardless of who and what policy
What changes with market substitution
Quality management regime agreed
The original intention to consolidate the core of excellence remains unchanged
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