Survival by quality, reputation by quality, market by quality and benefit by quality. Service quality is the life of a hotel, and quality is benefit. Hotel service quality and benefit are good, and the overall social effect is good. High-quality service not only increases repeat customers, but also makes potential customers patronize, thus greatly improving the economic benefits of the hotel, making the hotel invincible in the fierce market competition, gaining a foothold in the competition and growing continuously. It can be said that the competition of hotels is ultimately the competition of service quality, which is the lifeline of hotels.
1, meaning of service quality
Service quality refers to the procedure that the service provided by the hotel to the guests is appropriate and meets the needs. For hotels, service quality mainly comes from two factors. On the one hand, it is material factors, that is, the "hardware" factors of the hotel, including external buildings, equipment and facilities, room layout, internal decoration, furniture and household appliances, etc. On the other hand, it is human factors, that is, the hotel's "software" facilities, including hotel employees' work style, work attitude, service skills, cultural literacy, etc., which are also the key factors to ensure service quality. The real connotation of service quality is not only a comprehensive reflection of the satisfaction of guests' needs, but also a concrete embodiment of the perfect combination of hotel "software" and "hardware".
2. Characteristics of service quality
(1) function
The function of the hotel is to provide guests with the most basic conditions such as life, work or social interaction, including the hotel's buildings, equipment, facilities, environment and various services. Function is the most basic physical attribute of service quality. Without basic service functions, it is not a hotel.
(2) Economy
Economy refers to whether the cost of a guest is equal to the service received, and whether the price is in line with the value. The value standard of hotel service is to provide high-quality service for guests with the lowest possible expenditure.
(3) Safety
Safety is the most concerned issue for guests. In the process of serving the guests, hotel waiters must fully ensure that the lives and property of the guests are not threatened, hurt or lost, and that their bodies and spirits are not harmed; The hotel's machinery and equipment are in good condition, and the food and environment are clean and hygienic, which are important aspects of service quality and safety.
(4) timeliness
Timeliness is very important for service work. In today's society, time is money. Whether the hotel service can meet the requirements of the guests in time is the performance of service quality. This characteristic of timeliness emphasizes that serving guests should be timely, punctual and time-saving.
(5) Comfort
When guests stay in a hotel, the facilities of the hotel should adapt to the living requirements and habits of the guests. Including applicability, comfort, convenience, neatness, beauty and order.
(6) Civilization
Civilization belongs to spiritual needs. In hotels, guests generally hope to get a free, cordial, respectful, friendly and understanding atmosphere and good interpersonal relationships, and enjoy the warmth of spiritual civilization. Civilization is an extremely important aspect of service quality characteristics, which fully embodies the characteristics of service work.
3, the basic content of service quality
As far as the overall content is concerned, the content of hotel service quality can be divided into "hardware" and "software"; As far as the basic content is concerned, it roughly includes the following eight aspects:
(1) Excellent service attitude
Service attitude refers to the emotional response of service personnel in various positions of the hotel to all kinds of guests. It is the concrete expression of the thought of serving the guests wholeheartedly in language, expression and behavior. Service attitude is the basis of service quality, and excellent service begins with excellent service attitude. Excellent service attitude is mainly manifested in the following points:
① initiative and enthusiasm;
② Due diligence;
③ Patience and consideration;
4. Be polite.
(2) intact service equipment
Service equipment refers to the equipment and facilities used by the hotel to receive services. It directly reflects the material and technical level of hotel service quality. Generally including buildings, machinery and equipment, transportation, heating and cooling air conditioning, electrical equipment, sanitary equipment, communication equipment, all kinds of furniture, interior decoration, etc. We should strengthen the management and careful maintenance of hotel service equipment, so that it is always in a good normal state, and ensure the needs of customer service at any time and anywhere.
(3) Improve service items
Hotel is a comprehensive service industry that provides food, accommodation, transportation, travel, shopping and entertainment for guests, which determines that its service items should not be single, but diversified. The number of service items provided is the embodiment of the hotel's grade, scale and management ability.
The service items of modern hotels can be roughly divided into two categories: one is the service items with clear and specific provisions set around the main business in the service process, which are called basic service items, such as accommodation, catering, shopping, entertainment and so on. All services provided by guests, but not all of them have needs, are called additional services. To some extent, personalized additional services can attract more guests and leave an unforgettable impression on customers than basic services.
(4) Flexible service mode
Service mode refers to the forms and methods adopted by the hotel when it serves its guests warmly and thoughtfully. Its core is how to provide various conveniences for guests. There are many ways to serve, such as: smiling service; Personalized service; Subtle service; Customized services; No gap, zero defect service; Emotional service; No no service; Value-added services and so on.
Each hotel has different facilities and equipment, different staff qualities, different star ratings, different reception objects and different service modes, but some * * * services should be provided by every hotel, such as smiling service and polite service.
(5) Skilled service skills
Service skills refer to the basic skills that service personnel should master and possess in reception services. The skilled operation skills of service personnel reflect their professional quality and service quality from one side. Skilled service skills are the technical prerequisite for improving service level and ensuring service quality.
(6) scientific service procedures
Service process is one of the important contents of hotel service quality. Practice has proved that skilled service skills and scientific operating procedures are the basic guarantee for quality service. The service procedure of the hotel is a standardized operation sequence which is scientifically summarized and sorted out according to the requirements and habits of the guests. Only by following the procedure can the service quality be guaranteed; And follow one's inclinations, disobeying the rules will cause passive work, affect work efficiency and cause complaints from guests.
(7) fast service efficiency
Service efficiency is the time concept of service work, and it is also the time limit for providing certain services for guests. It not only reflects the professional quality of service personnel, but also reflects the management efficiency of the hotel. Especially under the time value concept of "time is money" in today's society, high service efficiency can not only save time for guests, but also bring efficiency to guests.
(8) Professionals
People often ignore the important content of service quality. Without professional staff, other service equipment and services will not be in good condition, and service skills will not be mastered. Therefore, professional staff is the fundamental guarantee of service quality.