How should the hotel improve after the opening and running-in period?
01
Whether the hotel’s marketing is single
There are a lot of hotels shouting slogans to focus on marketing, but there is no way to actually do it. For example, the marketing plan does not match the target market, the marketing method is single, and there is nothing to do except for various discounts. In fact, the hotel has many low-cost promotional activities to choose from, such as providing guests with a rest reading room for early arrival/late departure, residence points activities, free newspaper services, free air ticket handling fees, etc. Suppliers jointly carry out promotional activities for mutual benefit. There are also many hotel promotion activities, but they have not formed their own marketing power. Basically waiting for customers to come to the door, there are too many agreement customers, the development of the individual customer market with large profits and high levels is basically equal to zero, and hotel marketing basically becomes a part of reception coordination.
02
Is hotel service out of touch with market positioning?
The first is business hours: The business hours of many hotels are determined according to industry practices, but the results are inconsistent with the requirements of the hotel to receive customers. For example, hotels mainly receive team guests, but their business hours are very long, which not only increases labor costs, but also has no money to make; on the contrary, some hotels mainly receive business travelers, but there are no restaurants open 24 hours a day, so that After the guests returned to the hotel after the evening entertainment, they went to bed hungry. The second is the room facilities: Some hotels mainly cater for business travelers, but there are few single rooms. As a result, there is a lot of resistance when selling the house. Because business guests pay attention to privacy and quietness, whether it is a company or not, they like to use a room alone, and this type of guests can fully afford the high price of a single room, so the hotel is profitable.
03
Is the position setting of the department reasonable?
The front hall is the facade of the hotel. There are many small and medium-sized hotels with less than 250 rooms. There are many posts in the front hall, including reception, cashier, inquiry, and concierge. When guests enter the hall, there are more staff than guests. , appears chaotic and disorderly, and increases the difficulty of hotel management. In fact, it is completely possible to combine the positions of the front desk, the receptionist will check the cash, the cashier will register, and the luggage inquiries will be undertaken by the front desk, which is convenient for personnel arrangement and convenience for customers.
04
Does the hotel actively communicate with guests?
Many hotels, especially managers, think that their management is very good, but they are dumbfounded and confused when asked about their communication with guests: Should managers also keep in touch with guests? Should managers not keep in touch with guests? Contact? If so, how do you know what your guests are thinking, and whether your operating procedures are what the guests want? Some managers, just because of the lack of active communication with the guests, pat their heads and think about problems. The prestige was lost in the eyes, and the guests also felt that it was unreasonable.
05
Are recreational resources turned into decorations?
Some hotels themselves have no experience in recreational management, and they have built recreational facilities just for the sake of star rating, but as a result, they are left unused, completely losing the proper role of recreational resources. In fact, it is completely possible to form a club by recruiting members, so that the hotel can add a relatively stable long-term consumer group, which not only increases the profit of the hotel, but also increases the reputation of the hotel and becomes the pioneer of social leisure services.
06
Whether the computer management system is perfect
Many hotels have used computer management systems, but whether it is effective or not really reduces the management burden, some hotel managers can’t help but smile bitterly. The first is the choice of software. I am very curious, why the software used by the five-star hotels is also used by the three-star hotels, and there is no change. Can the management of the three-star hotel be the same as the management of the five-star hotel? The second is the configuration of the site.
Many hotels require employees to remember the preferences and names of guests, which is easier said than done? As soon as some hotel guests register at the front desk, the dining habits and photos of the guests are immediately displayed on the catering screen, reminding the restaurant staff to pay attention. And some hotels and restaurants have no terminals or are locked in the office. Can the memory of front-line employees be as good as computers? Finally, the access control system is far from meeting the needs of hotel management. Unable to open the door before the room card expires, loss of the room card door opening record, etc., all increase the confusion of work and lose the meaning of computer management.
07
Whether the quality education of employees has formed a system
There are many hotels that strengthen staff training just to keep up with the situation, and staff training is far from a system. The pre-job training made employees eager to try, but when they arrived at the job, they found that it was not the same thing at all, and there was no on-the-job training at all. If a mistake was made, the employee felt aggrieved. The second is the lack of training for management personnel. Employees, foreman, supervisors, and managers should be trained in stages and batches. Of course, the management ideas are the same, but the depth is different. Otherwise, the trained personnel are unable to promote the overall progress, and some can only is pain.
08
Whether the respect for employees is reflected
Some hotels declare “employee first, service first” everywhere, which can make employees feel very resentful. Why? Quite simply, the main reason is not salary, but employee nameplates and employee meals. In the early days of many hotels, because the hotel is in the run-in period, the service and management may not be in place, so the staff nameplate only has the store logo and number, which is also to take into account the problem of staff turnover. But after a long time, the employees will feel uncomfortable, because apart from police dogs and prisoners, there are very few people who only use the number and not the name. And cultured guests feel uncomfortable addressing employees because they think it’s rude to use a number. There is also the staff meal, not to mention the quality of the staff meal itself, at least four meals should be served.
09
Is the service consistent
In some hotels, today’s service is inconsistent with yesterday’s service, the service upstairs is inconsistent with the service downstairs, and the service of each employee is inconsistent with each employee. How can guests adapt? The employees will also be very tired. It reflects the lack of unified standards, the poor monitoring ability of management, and the blockage of the information system.
10
Whether the foreign language service level of employees is low
Many hotels are built to high star standards, but the foreign language skills of the staff are very low, and this issue is not given enough attention.