How to deepen hotel service How to do a good job of deepening service of direct selling hotels

Original: Li Sheng

In development of hotel business

What kind of complaints service staff gets, it's inevitable that traditional hotels can't take care of them during Golden Week

The quality of service is also related to position of hotel

The inevitable trend of social development is to provide intelligent, convenient and thoughtful services for hotel direct sales in order to improve customer satisfaction

We also need to understand customer expectations

What services do they need

To enable us to develop our services, implement our services, and regulate our services

In order to improve hotel management and service levels, we need to understand following points

1. Humanistic care, handle hotel construction well

A great management site needs equipment and excellent service

A great hotel should also have good service facilities and reflect fine service and humanistic care

Implementing concept of quality service is only first step towards quality service. This is one of aspects of relying on subjectivity and full implementation of subjective initiative of employees

By establishing rules and regulations, microservices are anchored in a system that relies on objective and external constraints

2. Pay attention to details and develop a sophisticated service concept

Details determine success or failure, hotel management doesn't really matter

But every detail in service reflects level of management and level of service of entire hotel

The details are of poor quality

This is "100-1=0". The process of service at front desk of hotel all more

The hotel often hosts large-scale team meetings. The process from public relations and sales to negotiation to completion of all appointments consists of countless details

Fine service is reflected in service details of each department and each employee in reception process. The better service, more thoughtful service and more satisfied guests

Therefore

Attention must be paid to creating and strengthening concept of fine service for employees so that they can do every little thing well

Spread great service to every corner of the hotel and provide it to every guest

3. Customers first. Give your customers enough attention

In an increasingly competitive market

In addition to single check-in, if a hotel wants to retain guests and attract guests, it is not enough to rely solely on standard smiling faces

More importantly, being able to provide practical, detailed and effective assistance to clients. Now you can do it directly on official account

Submit a problem directly, and hotel staff will need to send staff to deal with it more effectively

In service

We must always uphold idea of ​​"customers first, people first, hospitality first"

Pay close attention to customers, emphasize service principle of "think about what customers think and care about what customers care about", and provide customer convenience in every way

Guests can solve various problems without going outside