A sense of responsibility determines the future. If a manager has a sense of responsibility, their daily work will definitely be done very well, executed very smoothly, without any errors, the work plan will also have foresight, and their work achievements will definitely be recognized. Modern enterprises require responsible individuals who dare to take responsibility, and more importantly, responsible management teams and employees.
All hotel employees should respect each other. Even if the customer makes unreasonable demands and complaints, the first thing to do is to maintain a normal attitude of acceptance, solve problems for the customer in a timely manner, and then calmly explain and handle them.
Don’t think that complaints and unreasonable demands are scary. On the contrary, complaints and unreasonable demands are helping you experience and improve yourself. If you can handle everything with ease in this state, the so-called complaints and unreasonable demands are just honing and elevating you to a higher level.
As the efficiency of the hotel increases, the employee benefits will relatively increase. But it is even more important for each of us to actively participate in the hotel’s full staff sales, do a good job in all aspects, provide satisfactory and surprising services to guests, and create more brilliant performance.
1. Neat service
Neat service refers to the requirement that hotel equipment and facilities, regardless of their grade, must be kept clean, and utensils and supplies must be arranged neatly and orderly; Secondly, all products provided must be clean and hygienic, and the instruments must comply with national hygiene standards; The third refers to the neat and hygienic attire of waiters.
2. New services
Service always maintains a brand new feeling for customers, which is an important factor for hotels to attract customers. The daily replacement of guest room supplies, updates of flowers, freshness of food and ingredients, as well as interior decoration, decoration, and arrangement of customer activities should avoid repetition and similarity, and maintain a sense of freshness in the hotel for customers everywhere.
3. Polite service
Polite hospitality can make guests feel at home. Polite service is manifested as a friendly smile, sincere welcome, happy service provision, actively meeting customer needs without disturbing them, respecting customers everywhere but ensuring their privacy. True polite service comes from sincerity and initiative. Polite service reflects the cultural quality of hotel employees and the overall level of the hotel.
4. Quick service
The efficient service of a hotel is always praised by customers. Fast service is not only reflected in the registration of guests, but also in the daily service work of various departments of the hotel. It is important to avoid making guests wait in any small matter, as it is urgent for them. Making guests wait is one of the main reasons for complaints, which reflects the low efficiency of hotel work.
5. Trust Services
Hotel service is built on the good professional ethics and high sense of responsibility of service personnel, highlighting the delicacy, initiative, and enthusiasm of service, making guests feel comfortable, safe, and convenient, in order to gain the trust of guests. On the one hand, providing all possible safety guarantees for accidents, so that customers have an absolute sense of security; On the other hand, the services provided should match the price and there should be no fraudulent behavior to make guests trust the hotel.
6. Special services
Hotel management not only requires complete service facilities and entertainment projects, but also unique service projects that can win in market competition. Unique services are reflected in different business projects and service methods to attract customers.
7. Special services
This is a service provided by the hotel to facilitate the special needs of customers. Special services mainly refer to additional services provided to customers voluntarily and free of charge, such as giving away drinks, providing information, contacting customers for transportation, etc.
8. Value service
Valuing service is often overlooked in hotels, and customers pay extra attention to these subtle services. For example, when a customer checks in or stays in the same hotel for the second time, the service staff can call out their name. At this point, he will feel valued and happy. In addition, showing care for the health of the customer’s identity, showing concern and sympathy for the customer’s depression, appreciating the customer’s new hairstyle and clothing, congratulating the customer on a certain success, etc., will make the customer feel valued.
9. Belonging services
All the equipment and facilities in the hotel are prepared for the arrival of customers, so customers should feel as convenient and comfortable as at home everywhere. To achieve this, it is necessary for the waiter to understand the habits and personal preferences of the guests, and to offer a loving heart, making the customers feel a sense of belonging that “this is the hotel I am staying in”. In this way, the hotel will not only benefit from its guests in the long term, but also make them permanent salespeople of the hotel.
10. Honor Services
The service tenet of “customer is God” reflects the customer’s central position in the hotel. In the process of providing services in the hotel, every guest is served according to the standards and etiquette of receiving VIPs, in order to reflect the status and achievements of the guests, and thus make them feel proud or honored.
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