Three elements of hotel innovation service
Service innovation is to improve service quality. In today’s fierce competition in the hotel industry, hoteliers need to continuously optimize their services in order to satisfy guests and gain a good reputation.
Today’s content, about the concept and practice of service innovation, hopes to inspire everyone’s work.
01
The concept of service innovation
What is innovation in service? Simply put, innovation in service refers to improving service quality and personalizing services. If you just look at the word innovation, many people may ask, isn’t innovation just about bringing forth new ideas? Yes, it is to be new, but not to push the old.
Because in our actual work, we also need systems and processes to specifically regulate our service work. The innovation we are talking about now is actually adding a personalization element to the service. On the basis of grasping the total service standards, everyone creates their own unique and characteristic service mode, and forms their own special image in the minds of customers.
Service innovation requires higher personal qualities of employees. It is necessary to have the following awareness and take the initiative to serve customers well.
1. Advance consciousness
Employees need to predict the next step of the customer’s needs at any time according to the customer’s situation, and take the action of the service before the customer’s request. Such as: carrying guests’ luggage, opening wine bottles when delivering meals, delivering fruits in rooms, etc.
2. Awareness of strain
The situation of the guests may change at any time, and the staff must provide timely service for the changing needs of the guests, without blaming the customers for their many needs. For example, the room needs to be changed due to problems such as orientation, facilities, safety, noise, etc.; the porter in the front hall wipes the shoes and replaces the belt for the guests.
02
Personalized service
Actively communicate with guests in the service, and provide each guest with personalized service. This kind of personalized service is service innovation. Employees need to establish the service concept of “what the customer assigns to me”. Each employee provides guests with the most direct and efficient services.
1. Accept customer requests and reasonably solve customer problems
①When employees face guests in any working area of the hotel, they should take the initiative to greet the guests politely;
②When a customer makes a service request, they should reply politely and clarify the specific needs of the customer. When the guest’s request is simple and clear, give an affirmative reply to the guest and start preparing to meet the guest’s needs; when the guest’s request is complicated and ambiguous, politely repeat the guest’s request according to the situation, and if necessary, patiently clarify it with the guest The whole story of the matter, so as to finally determine the needs of the guests;
③ Any employee shall not directly say “no” to the request of the guest under any excuse, shall not refuse to help the guest, and shall not make the guest find other departments or individuals.
2. Handle customer requests and do our best
① All employees must do their best to meet the reasonable needs of guests, and it is not allowed to refuse guests;
② When handling guest requests, the goal should be to meet the final needs of the guests;
③ If employees can complete it independently, they should deal with the guest’s request as soon as possible to meet the needs of the guest;
④If it cannot be completed immediately and needs to ask colleagues for assistance, please wait for a while;
⑤ When the needs of the guests exceed their own authority or hotel service items, they must immediately report to the superior for instructions;
⑥ The employee who is asked by the guest first shall be responsible for the guest’s request to the end. Other employees must be cooperative while meeting the needs of the guests. If the customer’s needs are not met or the employee is complained due to the non-cooperation of other employees, the non-cooperating employee will be responsible for the incident; if the complaint is caused by the failure of the staff to deal with the guest’s request in time, the staff of the first ask will be responsible for this.
03
Innovative service concept
Hotels need to innovate their own service concepts in order to create their own brand image. This requires front-line service personnel to continuously discover, summarize and implement in their work to complete innovation.
Some hotels uphold the concept of emotional service, and believe that guests are friends of the hotel, and there are feelings between friends. Service can not just complete technical operations, but must work hard to create a good mood for guests, establish a good emotional relationship, and truly turn customers into friends of the hotel.
1. A loving family
The concept of “Treating guests as family members and treating guests as family members” requires employees to treat guests as family members and family members, emotionally close to the guests, and consciously, rather than passively, pay equivalent or Value-added service labor, so that guests get physical and psychological satisfaction.
Under the guidance of this concept, the spirit of “serving with affection and doing things with heart” has been refined. This spirit advocates individual, subtle and emotional service, not only to meet the general needs of the guests, but also to meet the individual needs of the guests; not only to meet the material needs of the guests, but also to meet the psychological needs of the guests.
2. Empathize with the customer
The so-called “empathy” is to transform oneself into the role of the guest, and use the guest’s emotions and emotions to experience the needs of the guest. Taking care of the guests with heart and affection, providing the best quality service to the guests, it truly makes the guests feel more comfortable, more convenient and more humane than in their own home. It is a “home away from home” full of family affection.
This requires employees to stand in the customer’s point of view, to predict the needs of customers. To meet the needs of the guests before the guests arrive; to resolve the complaints of the guests before the guests speak; to surprise the guests before they are unhappy; “full of”.
3. Each of us is a “guest representative”
“Guest representative” means staying close to the guests and understanding their inner needs. To stand in the customer’s position, think for the customer, help the customer think, think of the customer, and must be quick to respond and act quickly. No matter what needs or difficulties the guests have, as long as they are discovered, heard, and known by us, we will do it immediately.
Especially for the needs of the guests, we must do everything possible to meet them. For example, when a guest comes to a hotel for the first time, any special requirements need to be recorded after they are fulfilled. In this way, when the guest stays again, the room is arranged without the guest opening.