What is the gap between effective service and ineffective service?
The hotel is a service industry, which realizes the economic and social benefits of the enterprise by providing various services. Under the established conditions of hardware facilities, many hotel companies can only make a fuss about software services, hoping to highlight their own competitive advantages.
As everyone knows, in the process of blindly pursuing “high-quality” service, some hotels fail to grasp the psychological characteristics of their guests, which is counterproductive and steps into the misunderstanding of “over-service”:
01
Excessive enthusiasm, resulting in a lack of sincerity in service
Sincere and sincere care for the guests can be called warm service, otherwise, it is hypocritical and pretentious.
Some guests reported that most of the services did serve with a smile, but it always felt like a mechanical, professional smile. Sometimes in some embarrassing situations or even emergencies, the waiter still smiles slowly, completely ignoring the mood of the guests at the time, which would be offensive.
To solve this problem, we must first start with the concept, cultivate the spirit of dedication and love for the employees, and let them realize that service reception is an ordinary and noble profession.
Secondly, to make the staff to the correct role of the guests. In the past, we often emphasized that guests are the parents of the hotel and the source of the hotel’s survival. Now we should emphasize that the guests are our teachers and our friends. Only when the waiter regards the customers who come to consume as his own guests, he will think what the guests think and bloom the brightest and sweetest smile.
Finally, the training department and quality inspection department of the hotel should conduct comprehensive training and assessment on the service attitude of employees, remind employees to pay attention to the timing and measure of expressing enthusiasm, and avoid some “superfluous” expressions and “superfluous” actions.
02
Standardization to avoid unlimited expansion of service content
Some hotels once put forward the loud slogan of “five-star service, four-star facilities, three-star price”. After the boom, people can’t help but wonder, does the hotel’s grade have nothing to do with the service content?
In fact, when the scale of a hotel is determined, the service content of the hotel is also determined. Managers and service personnel should be aware of the hotel’s service content and service scope. Therefore, when individual guests make special requests, they should not blindly obey, but should do what they can, depending on the situation.
If there is any extra service content, it is necessary to give a reasonable explanation to the guests, express apology, and try to gain the understanding of the guests. Practice has proved that excessive compliance will only “accustomed” to bad our guests, which is not conducive to the smooth progress of hotel business activities. In order to better take into account the interests of both the hotel and the guests, the hotel may wish to make a clear definition of all service items and service content. This is also an integral part of standardized services.
“To meet the needs of guests as much as possible”, although it sounds reasonable, is also the service tenet pursued by most hotels. According to the life cycle theory of enterprises, we have concluded that generally large hotels in the mature stage can carry out activities according to the needs of guests. Customized services; while small and medium-sized hotels in the initial stage and growth stage should be based on the realization of standardized services.
It can be seen that the service content of the hotel is in one-to-one correspondence with its operating strength. For those services that are unwilling to provide, cannot be provided, and should not be provided, hotel companies have the right to refuse, but pay attention to the methods and methods.
03
Excessive rigor, completely stylized service methods
What can hotel restaurants learn from social restaurants? This is a common problem faced by many catering managers. It’s true that the hotel restaurant is elegant and clean, but why would guests prefer to go to a social restaurant nearby?
I think the overly stylized approach to service in the hotel and the overly restrained atmosphere in the restaurant are the main reasons for this problem. Some guests felt that the waiter politely stood by the side, closely watching the meal process, feeling like being watched, especially uncomfortable. Sometimes, the figure of the waitress kept shuttling between the dining tables, busy pouring wine, serving dishes, changing towels, and changing dishes, “interrupting” almost every two minutes. Although, from the perspective of service procedures, it is impeccable, but from the perspective of “people-oriented”, it is found that the design of service methods is not reasonable enough, so it cannot make guests satisfied.
Ellsworth Statler, the founder of the American hotel industry, once pointed out: “Service refers to the courteous and effective level of concern that an employee shows to a guest.”
It can be seen that “effectiveness” is a major factor in evaluating service quality. Some modesty and unneeded help from guests will only become “ineffective” services.