A brief analysis of the hotel's non-interference service
Due to the development of the social commodity economy, the service forms can be said to be diverse and eclectic. The service forms in the hotel have mainly gone through three stages, namely: warm service, smiling service, and zero-defect service. However, with the rapid development of the commodity economy, the great abundance of materials, the continuous improvement of people’s spiritual and cultural life, and the continuous updating of consumption concepts, the above service forms can no longer meet the service needs of some contemporary high-end customers, “high enthusiasm”, “ “Unlimited tracking”, “non-disappearing smile” and other forms of services make customers feel that there is no “freedom”, but a little more “restraint”. Excessive concern is a kind of harm. The hotel service without self-space has affected the guests to some extent. In addition, the customer’s consumption experience has become increasingly rich, and the individual consumption has become increasingly prominent. From the single pursuit of material satisfaction to the pursuit of all-round material and spiritual satisfaction, the hotel industry has entered a period of time. The age of customer choice and discernment. The hotel’s non-disturbing service has protected the privacy of the guests to a certain extent, and gave the guests more free space, which improved the comfort of the guests.
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The concept of undisturbed service in hotels
1. Definition of Hotel Disruption-Free Service
The concept of the hotel’s non-disturbing service is that when the guests staying in the hotel are enjoying the service, the hotel service staff should keep an appropriate distance from them while ensuring the provision of standardized services, and should approach them according to the guests’ instructions or prompts to provide warm, thoughtful, Meticulous service. This kind of service is more than personalized service, and can better reflect the sensitivity and flexibility of hotel staff. Simply put, it is a hotel service method that can’t be felt when the guests don’t need it, and is called upon when the guests need it.
2. The origin of the hotel’s uninterrupted service
The concept of “interference-free service” was first put forward in the commodity retail industry. A common saying in the commodity retail industry is that “customers are God, and customers are your parents.” Therefore, in customer service, the service staff encountered by consumers are all eloquent and eloquent when introducing products. It’s as sweet as eating honey… But today, consumers have gradually become tired of this “warm” service: when you walk around, the waiter’s chattering shopping guide will make you lose interest. So, a new concept of modern service-no-interference service is put forward. The so-called non-disruptive service refers to the service that is not felt when the customer does not need it, and that is called when the customer needs it. With the widespread promotion of “interference-free service” in the commodity retail industry, this personalized service method has now entered many industries. Among them, the hotel industry has actively implemented this service concept according to its own industry characteristics.
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Features of Hotel Disruption-Free Service
1. The hotel’s undisturbed service has a sense of distance
Hotel service personnel should approach according to the instructions of consumers, and provide warm, thoughtful and meticulous services to meet the needs of guests, and at the same time create personalized services and achieve moderate results. Guests like to act unrestrained and free during their stay in the hotel, which requires the waiter not to always stand around the guest to make the guest feel uncomfortable, but just when the guest needs and should be served, the waiter will appear quietly. In front of the guests, this is much more practical than the blunt and mechanical politeness such as “willing to serve you” on the left and “at your command at any time” on the right. From an aesthetic point of view, the essence of uninterrupted service is the sense of distance between the guest and the waiter. Without distance, there is no sense of beauty.
2. The hotel’s undisturbed service is very flexible
In the hotel service work, when we see that the guests are in difficulty, we should actively help them resolve the embarrassment. We should not misunderstand the zero-disturbance service as the fact that the guests did not signal for me to help. Watch jokes on the side. Hotel service personnel should take advantage of the situation, choose the opportunity, and handle various service matters flexibly. For example, Mr. Han Wanguo, Director of the General Office of Beijing Lido Holiday Hotel, explained in his experience in the Oriental Hotel in Thailand: After Mr. Han and his party took their seats in the lobby, they carefully observed the service situation around them, and saw a waitress at the lobby bar towards them. After a few glances, they also stared at her intently. The strange thing is that she just smiled at Mr. Han and the others, and did not come over immediately. You could see she was judging if they needed service. If she needs to, it is definitely not good for her not to come; if not, she is afraid of disturbing the guests. But Mr. Han and his party did not say anything. It’s hard for this Miss Thailand now. Ten minutes later, she finally walked over quietly and smiled sweetly: “Do you need any drink?” Mr. Han said firmly: “No, thank you!” The girl returned with relief. After that, he never came to ask any more questions. He just smiled and signaled his concern when passing by Mr. Han while serving other guests. The lady was very flexible in her service process. Fear that “emotional” sales will make the guests outside the embarrassing predicament. No interruptions, allowing guests to feel free. The service of the Oriental Hotel has reached such a perfect level that people feel that the process of receiving the service is purely a spiritual enjoyment, giving people a high-level sense of comfort.
3. The hotel’s non-disturbance service has full participation
One might think that non-distraction is only a matter of the waiters, not anyone else. This has led to the inability of good cooperation between various departments at present. Hotel Disruption-Free Service requires the participation of all hotel staff. The hotel is a complex whole, and the guest’s evaluation of the hotel is a comprehensive index. No matter how good the service is, the food is not good, and the accommodation environment is noisy, which also affects the guest’s evaluation of the hotel. For example, the arrangement of the hotel’s equipment maintenance time cannot affect the hotel guests. If the hotel’s arrangements are not implemented in place, no matter how well the hotel service staff provides non-disruptive services, the noise during equipment maintenance will still affect the rest and mood of the guests.
4. The hotel’s interference-free service is people-oriented
“People-oriented” is the core concept of hotel service work. The advantage of non-disruptive service is that it can avoid excessive and disruptive enthusiasm to cause depression to guests, and can greatly meet consumers’ personalized service needs. When customers don’t need service, they don’t feel it, and they come when they need it. Compared with the traditional hotel service, the interference-free service has obvious advantages, reflecting the core concept of the modern marketing concept of “people-oriented”.
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The hotel implements the requirement of non-disruptive service
1. Grasp the timing and measure
When a customer needs service and when does not need service is a matter of “timing”. “Meet the needs of guests” is a loud slogan put forward by the hotel industry, and the satisfaction of guests’ needs constitutes the main content of hotel services. Since “no demand” is also a demand, the premise of providing non-disruptive services for this demand is to correctly grasp this demand of the guests. If the waiter does not grasp the needs of the guests and provides services mechanically, the guests will be disturbed for no reason. For example, in a star-rated hotel, several business friends rented a VIP single room for the convenience of conversation. When the conversation got to the point, the guest explained to the waiter standing next to him: “Please leave now, I will find you if I have something.” However, after a few minutes, the waiter opened the door again, and the guest said inexplicably. : “Didn’t I tell you to come in?” The waiter also said embarrassedly: “Sir, you must know that our superiors stipulate that we cannot leave the guests for more than 5 minutes.” It can be seen from this that in the hotel industry, the standard service of machinery It cannot be exchanged for 100% satisfaction of the guests. This is because the service needs are very random. Although the waiters have done their best, the guests will propose different service specifications due to their self-esteem, emotions, personal hobbies, unexpected situations, and immediate needs. a requirement.
2. Pay attention everywhere, strengthen memory
The waiter should pay attention to the posture and expression of the guests at that time. If they just blindly provide warm service, this kind of warm service will easily cause the guests to feel restrained and depressed. The waiter should pay attention to the guests’ conversation or self-talk. The guests’ self-talk can reflect the needs of the guests. When the guests say that the waiters here are too enthusiastic, the waiters should understand the meaning of the guests and stand far away. If the waiter does not understand the meaning of the guests and provides services to the guests enthusiastically, it will further arouse the boredom of the guests. For guests with special requirements, their characteristics should be strengthened to memory, and hotel service work should be carried out in accordance with the special requirements of guests in subsequent services. As long as we pay more attention to being a caring person and show more care to our customers, our friendly service will leave an unforgettable impression on our customers. Only in this way can first customers become repeat customers, repeat customers become “loyal customers”, and Bring new guests to the hotel through good reputation.
3. Proper body language
The famous British writer William Shakespeare famously said, “There is meaning in silence, and there is language in gestures.” A movement, a look and a facial expression in the uninterrupted service will affect the perfection of every communication process between the waiter and the guest. The environment of the hotel is elegant and warm. Kind words combined with decent body language will give guests a sense of comfort. At the same time, it also makes the guests feel the respect given to him by the hotel. For example, when you are listening to a guest talk, leaning forward with your feet flat will often make the guest feel respected. When the guest leaves the hotel, he makes a gentle gesture outside the hotel to guide the guest in the direction of going out, which fully shows the respect for the guest.
Service, as a commodity, has its cost side, and non-disruptive service does not need to add any cost. The advocacy of the hotel’s non-interference service only strengthens the awareness of a service, and does not increase any real service content. Therefore, under the guidance of the needs of the guests today, the hotel establishes the awareness of non-interference service, and the implementation of non-interference service has a far-reaching impact. However, the implementation of non-interference service in hotels must be based on the standardization and standardization of services. If the non-interference service is advocated on the premise that the standardization lacks a foundation, it can only be abandoned.