Paying attention to detail service may not make your hotel "soar", but on the contrary-it can really make you "suddenly die". Ha ha, let's look at the following two cases first-

The author dined in a hotel and found a small detail. In the ashtray, there is not only a small amount of water (which can prevent soot, which is available in most hotels), but also a circle of napkins with a smiling face painted on it, and a handwritten sentence under the smiling face: "Smoking is harmful to health"! My first reaction was: moved! I also went to many star-rated hotels, but this is the first time I have seen such details!

another time, at the hotel, I ordered rice. The rice that I never thought of coming up is cold! So he asked the waiter: Why is rice cold? The waiter replied, we cooked the rice at five o'clock, and you didn't come until seven o'clock. Can it not be cold? ! Hearing this sentence, my heart said that this waiter is really talented! So I said, Oh, well, come at five o'clock next time!

there is a very famous formula 1-1= in hotel service, which reveals a truth in hotel service: because of the non-storability of service, it is decided that every detail of the service cannot be wrong, and mistakes in every link and detail will lead to the denial of the whole service.

how can we do a good job in hotel details service? The detail service seems simple, as if it were a piece of cake, but it is not easy to do it well, because it is often necessary to grasp the opportunity, be flexible, and meet the needs, which depends not only on the quality of each employee, but also on the corporate culture of "serving no small matter" in the whole hotel. No matter the hotel, travel agency or scenic spot in the above case, there are almost no jobs that can be called big things in the tourism industry, but if one small thing is not done well, it will directly affect tourists.

after a long talk, how can we avoid "sudden death" through the management of detailed services? Jiaoguang Media's tourism planning and marketing agency believes that in order to do a good job, it is necessary to cultivate these four thoughts:

1. Think neatly

In Japan, children in kindergartens are doing this kind of training. It is really not easy for a group of children aged 2-3 to sit in circles for a while and form a phalanx for a while. But if a child's head is painted on the floor, and the child stands and sits on his face, the formation will be very neat. The children's personal belongings in the big class are placed neatly, never mixed and never taken wrong. The formation of this habit is very helpful to the efficiency of working after adulthood.

Most domestic manufacturing enterprises have generally implemented "5S management" in their production systems, and the materials, semi-finished products, finished products, tools, fixtures, accessories, consumables, etc. at the production site are placed in an orderly manner, and there is no phenomenon of finding things even if personnel change jobs. According to the tourism planning and marketing agency of Jiaoguang Media, at present, most hotels in China rarely carry out such management training.

2. Think on time

It is said that during Kant's teaching at the University of Konigsberg, the time of getting up, writing, giving lectures, eating and walking every day was very accurate. In the morning, whenever neighbors see Professor Kant walking out of the house with a cane and heading for the path with bodhi trees planted on both sides, they know it's 6: 3. If your clock is 6: 35, it must be five minutes fast, so it must be right to dial it back. Moreover, Kant also said that he did that in order to give the citizens of this city a demonstration of strict habits. Of course, we don't have to live like Kant, but having a good habit of setting time at work will lead to good cooperation among team members and improve the efficiency of the whole organization.

Some time ago, the author heard from comrades of Henan Provincial Tourism Bureau that two travel agencies failed to send tours on time as agreed in the contract this month, which led to disputes between travel agencies and tourists, which in turn caused tourists to stay. The result of the incident is that the travel agency will refund the money in full and compensate for the direct economic losses.

The tourism planning and marketing agency of Jiaoguang Media believes that this detail should be paid the most attention to in tourism enterprises. If there is any unpunctuality in the service links such as receiving the group, sending the group, visiting, sightseeing, calling early, watching the sunrise, etc., the fryer will be fried.

3. Thinking about commitment

People in China always pay attention to signature. As the saying goes, "A man can't lose his word, but a woman can't lose her virginity". Signing a pledge is a very serious matter. Faced with the promise in black and white, there is a basis for evaluation, investigation and assessment afterwards, and it greatly avoids the possibility of not being clear, not understanding, defaulting on each other and not being traceable when explaining the work.

One of my college classmates is the general manager of a four-star hotel. When he assigns work to the department manager, he asks his subordinates to write a note clearly stating when, where, what task he accepted and when he finished it, and to sign the other party's name. It is said that it works!

4. Thinking about empathy

In early p>8, I was invited to stay in a quasi-four-star hotel in Hangzhou. As soon as I entered the restaurant in the morning, there was a waiter to collect the meal coupon, which was of course necessary, but after I received the meal coupon, there was nothing left. After I found a place to sit down by myself, I found that there were no napkins, knives and forks, chopsticks, etc. I needed napkins after I finished eating, but I couldn't look around at a waiter, so I just called "Hey, Hey". Of course, the boss of this hotel is my friend, and he deliberately left me alone to spend money without being accompanied, so as to check the defects of service details.

Later, I suggested to the hotel manager that the waiters should be taken to other hotels to spend once or twice in batches, so as to learn from the good ones and pick out the bad ones and correct them by themselves. When I found the problem as a customer, my memory was profound, and it was easy to change it in place, which was much faster and more thorough than the manager's painstaking education. Although the cost will be higher, it may not be possible to achieve such an effect by investing the same training expenses.

The tourism planning agency of Jiaoguang Media believes that there is a best-selling book called "Details Decide Success or Failure" in China, and hotels that receive outbound tourists should keep this in mind if they want to attract more tourists from China. Because China tourists have unique tastes and preferences, and because they come from different regions, their consumption tendencies and experience expectations in outbound travel are also very different.

The above details need to be considered, which requires a basic understanding of China's customs and culture. The pronunciation of "4" in Chinese is close to death, so don't arrange for China tourists to stay on the 4th floor or in rooms with the number "4". Similarly, 6, 8 and 9 are auspicious in Chinese pronunciation, and the floor or room number containing these numbers will make China tourists more happy. The tourism planning agency of Jiaoguang Media believes that these thoughtful and meticulous services will make China tourists feel good and be willing to recommend them to relatives and friends, and word-of-mouth marketing is very effective in China.

Hot spring tourism is a tourism product that reflects the warm service of the family, so these factors should be fully considered in the facilities and services of hot spring tourism, so that tourists can have more wonderful emotional experiences, and hot spring tourism will become more and more exciting. And all this requires us to operate, manage, plan marketing and provide personalized and humanized services with innovative thinking and brand-new ideas.

Zhuhai Royal Hot Spring handed a cup of welcome tea to the guests who entered the lobby, and gave a colorful rope bracelet hand-knitted by the waiter to the departing passengers (a very unique way: wishing the guests a safe life), and finally enjoined "Remember to go home often".

inspired by the above cases, the author thinks that hot springs can select world famous songs, such as moonlight sonatas, according to the health of tourists, so that tourists who soak in hot springs can enjoy the hot springs while intoxicated with the beautiful melodies of these songs. According to Glaz University professor Johanni? 6? Dr. Lapper's analysis: The perfect combination of hot springs and music can treat all kinds of rheumatic pains, skin allergies and nervous disorders caused by tension.

Hot springs can preserve health and cure diseases, and music can also cure some sensory diseases. Can hot springs become attached to music and receive better health, disease treatment, fitness and physical and mental pleasure? It is said that my suggestion has been adopted by a hot spring resort in China. Finally, Mr. Tan Xiaofang added three requirements for hotel service marketing:

1. Ordering food for guests "Choose the right one before choosing the expensive one"

"Choose the right one before choosing the expensive one". Many marketers may not agree with this sentence, and they will say that they have done this in the past, but in my years of marketing work in the service industry, we found that such a simple thing is actually more than 8%. For example, many Cantonese hotel marketers can't wait for every guest to eat lobster, mussel, abalone, shark's fin and other precious dishes as soon as they see the guests, because the commission is high.

The tourism planning and marketing agency of Jiaoguang Media believes that many colleagues forget the phrase "choose the right one first, then choose the expensive one" at the moment when they start ordering. This will easily lead to the dissatisfaction of the bill payer.

2. Skills of issuing business cards

Marketing representatives must not issue business cards at the dinner table again. I believe many marketing representatives have suffered the loss of drinking all the wine advised by the guests at the dinner table, and when they feel dizzy, they don't forget to give them a business card for ordering next time. When the guests look at it, they put it on the table and leave it dizzy after eating. The business card is put in the same place. Therefore, marketing representatives must pay attention to the opportunity when sending business cards to customers.

For example, Tan Xiaofang suggested that when guests are sent off the elevator after eating, they can hand in their business cards in the elevator and then ask the guests about their satisfaction with today's service and dishes, which will make them more impressed. Thereby increasing the chances of repeated consumption of guests in the hotel.

3. How to make the guests leave their hearts behind

This part of the work has actually gone beyond hotels. Many hotels have done this kind of work, but the effect is not good. The reason is that they think too little about the guests, especially such high-end consumers are busy with their work every day and have a lot of entertainment. If there is no good way-caring will also make them feel annoyed.

for this reason, we have produced many information, Email and other communication objects related to guests' health for hotels that have been consulted and trained in the past, so that hotel marketers can regularly send guests in the name of the hotel. Enhance care for guests. Similar methods constantly affect the guests' perception of the hotel.