How does the hotel deal with several contradictions that often appear in management
Hotel management often involves conflicts between customer interests and hotel interests, customer requirements and inspection responsibilities, customer feelings and front-line feedback. Management practice has proved that the correct handling of these contradictions is beneficial to enhance the brand and efficiency of the hotel.
01
Conflict between customer interests and hotel interests
Hotels obtain profits through hardware and services to maintain survival and development; customers spend money on convenience and enjoyment to obtain physical and psychological satisfaction. These two aspects have their own interests and demands, thus forming a contradiction.
Mature hotels have always insisted on putting the interests of customers in the first place in the years of operation, and believe that the interests of the customers come first and then the interests of the hotel. Only by meeting the needs of guests to the greatest extent, maximizing customer satisfaction, making guests feel value for money and value for money, new customers continue to increase, and old customers continue to consume, the hotel can continue to make money.
If you put the hotel’s interests in the first place, simply pursue profits, only focus on immediate interests, make small calculations, how to make money, and try to make customers spend more money, you will inevitably ignore and reduce the detailed services and family services for guests. There will be problems such as short-sufficiency, falsehood, shoddy, bullying, refusing customers’ open demands, refusing to help customers, and ignoring the interests of customers when they complain, and the business will inevitably become more and more dead. In many cases, sacrificing a bit of the immediate interests of the hotel and thinking more about the customers is to express the sincerity of the hotel, make the customers feel value for money or even value for money, and make customers like and trust the hotel. In this way, the brand of the hotel will become louder and louder, the business will become more and more prosperous, the hotel will continue to develop, and it will gain long-term benefits.
If the customer’s consumer rights are damaged or complained due to the quality of the hotel’s products and services, the hotel should provide value-added services or provide compensation. Satisfied guests.
02
Conflict between customer requirements and inspection responsibilities
Every employee of the hotel is a customer representative who expresses opinions or works on behalf of the customer. The representative’s pragmatic spirit is reflected in “everything considers and handles problems from the customer’s point of view, and reflects and meets customer requirements”. The same is true for inspectors, who must proceed from the general principle of meeting customer requirements and perform their own inspection responsibilities, so that customer requirements and inspection responsibilities can be unified.
Since the culture of the hotel is a customer-oriented culture, the hotel’s decision-making, systems, norms, standards, etc. are all subject to the customer’s consumption requirements and interests. If there is a conflict between some specific requirements of the guests and the hotel’s regulations and standards in the process of consumption, we should try our best to meet the requirements of the customers. Regardless of the first line or the second line, this is the fundamental starting point in work and service, and everything is responsible for the requirements of customers.
The inspection mechanism is one of the important mechanisms of the hotel. Dry work must be inspected, and must be inspected responsibly. Whether the guest equipment, facilities, items, etc. can be used safely and normally, whether the front-line personnel service is in place, whether the commitment to the guests can be tracked and expedited, whether the opinions and complaints of the guests can be fed back in time, and whether the second-line engineering, general affairs, procurement and other departments are Ability to perform safeguard duties, etc., which cannot be compared and judged with correct standards without inspection.
The inspection mechanism mainly includes two aspects:
One is customer standards. The equipment is safe and easy to use, clean and beautiful, and the guests feel comfortable. This is the customer standard.
The second is responsibility. No matter the first line or the second line, managers at all levels must start from meeting the needs and feelings of customers, and take responsibility for inspections. By grasping these two points, the starting point of the inspection can be raised to a new height.
The inconsistency of customer requirements and inspection responsibilities may lead some people to think that inspections are difficult for themselves or the departments they are responsible for. Some people work in the hotel for a longer time, are older, and have higher positions, so they put on old qualifications, behave badly towards the inspectors, or even refuse to inspect. In order to meet customer requirements, hotels must firmly support each inspector in performing inspection duties.
03
The conflict between customer perception and first-line feedback
The customer’s feeling is their consumption experience, and it is the direct and specific evaluation of the hotel’s service quality and level. Customers’ praise, criticism, opinions, suggestions and complaints are all expressions of their actual feelings, but there are often differences between the customers’ feelings and the hotel’s self-feeling of the service, and this difference is a contradiction. The hotel requires that the front-line feedback information must be based on respecting the customer’s feelings, reflect the customer’s feelings truthfully, and require the customer’s feelings to be unified with the front-line feedback.
To achieve this unity, the front line must believe that the feelings of the guests are real, that what the guests say is correct, the requirements of the guests are reasonable, and the feelings of the guests are their own feelings. Especially with regard to the opinions, complaints and complaints of customers, if you doubt or even deny the authenticity of customers’ feelings, then there will inevitably be serious problems of ignoring customer opinions, complaints and complaints, resulting in untimely feedback or distorted information, making the hotel unable to Take countermeasures against the bad feelings of the guests, and turn dissatisfied guests into satisfied guests.
In the case that the information fed back by the frontline is different from the customer’s feelings and the customer is not satisfied, the superior management personnel should take the initiative to come forward to understand the situation, and meet the customer’s psychological needs and interests on the premise of fully respecting and understanding the customer’s feelings. Second-line managers must be 100% sure that the customer’s feelings reflected by the front-line employees and their own feelings are true, otherwise they will not be able to provide good front-line services and maximize customer satisfaction.