It is necessary to continuously meet the needs of guests from the aspects of team building, guest needs, skill enhancement, and service improvement, so as to promote the virtuous circle of hotel development.

For the three hotels I introduced, let's think about why I want to do this willingly, that is, they conquered me and won my approval. The fundamental reason is that their service quality moved them.

I have been in the hotel industry for 42 years, and it can be said that I am also a participant and witness of the historical changes in this industry. Over the past four decades, the hotel industry has undergone tremendous changes, and its service quality has also experienced ups and downs.

What was the situation in the hotel industry at the beginning (in the 1970s)? It was the age when hotels were not found in accommodation and restaurants were not found in meals. At that time, it was not possible to have a letter of introduction when staying in our hotel. We had to go to the reception desk of the government to get a "pass". For a meeting of a few days, the organizer asks the hotel if it can pack dumplings and fritters once. A letter of commendation will fill the corridor as soon as it is opened. Customers are beating the general manager. At that time, people had no concept of service quality.

2. The entry of the reform and opening up of the International Hotel Management Group has promoted the improvement of hotel quality

A few years ago, one of the things that caught the world's attention and was hotly debated in China was China's entry into the World Trade Organization (WTO), which marked that China was in line with international standards. In fact, before this, China's hotel industry had long been in line with international standards. The internationally recognized concept of the hotel industry, what "guests are God", "guests are always right" and so on, but also include some management methods, what hotel service concepts, marketing concepts, performance evaluation methods, etc. The promotion has greatly promoted. Our colleagues in the Northeast went to Guangzhou and Shenzhen to study and study. Since then, the hotel industry has gradually adjusted and aligned its position in society, and of course it is gradually adapting to market requirements and the requirements of guests from various countries. From a social point of view, the rapid increase in the number of hotels has also forced hotels to put down their shelves and have to pursue the improvement of service quality.

3.The advancement of emerging technologies has promoted the quality of hotels

4. Due to the rapid development of the hotel industry, the subsequent weakness of talents has caused fluctuations in service quality.

Second, the four stages of improving hotel quality

1.The brutal competition in the hotel industry makes the hotel weak

The number of hotels is constantly increasing. For example, there was only one five-star hotel in the three eastern provinces 30 years ago, which is the Furama Hotel in Dalian. At that time, the National Tourism Administration mobilized them to declare five-stars. By the end of last year, there were 28 five-star hotels in Liaoning. Due to the increase in the number of hotels, the occupancy rate has fallen, the revenue has fallen, and competition must be more and more brutal. I saw a 2011 document from the well-known hotel management expert, Mr. Zhao Huanmin. He said, "The international standard is that hotels with less than 60% occupancy rate will find it difficult to maintain their capital." Mr. Zhao Huanmin said that Chinese star-rated hotels are Industrial overcapacity is mainly due to excessive expansion and homogeneous competition. In recent years, industry-wide losses in China's hotel industry have become a common phenomenon. It takes cost to improve quality, what has been at a loss to improve quality?

Quality needs to be guaranteed by people, and quality takes time to settle. But the current problem is the excessive mobility of the workforce, which makes it difficult to ensure stable quality.

3. Blind layoffs and unreasonable staffing make it difficult to guarantee quality.

Due to the sluggish operation of the restaurant industry, many owners or operators always mistakenly believe that layoffs are one of the most direct and effective ways to increase efficiency. This is irrational layoffs, and made a few pits in a carrot. Some radishes can be topped a few pits. In fact, this is to quench thirst!

4. Simply catering to guests with reduced prices, the hotel has lost its due quality.

Due to the pressure of competition and the decrease in the number of customers, some hotel owners or managers mistakenly believe that business is cheaper. Some hotels have also proposed "four-star hotels, five-star services, three-star prices", which is nonsense. There is a saying in China: "Cheap is not good, good is not cheap."

Why do you want to sell three-star hotels for four-star hotels? This is a sign of unconfidence. The louder the slogan is, the more nobody will go. It is equivalent to telling guests that my business is not good and the price has been reduced! At the same time, this approach will also cause disorderly competition in the industry. At that time, the National Tourism Administration had the lowest price for star-rated hotels.

Recently, I also read an article "German artisans: we don't believe in good quality and low price!", Which said that Germany, a country with only 80 million people, actually has more than 2,300 world famous brands. What caused the world-renowned "Made in Germany"? Please read it! When I was the general manager of a high-star hotel in Panjin in 2007, I said that a successful hotel should be a "three high-end hotel" ", That is" high quality, high price, high profit. "

Third, what is the ultimate point and the essence of improving service quality?

Second, the carriers for improving quality are personalized service, cultural marketing, emotional marketing, etc. Quality is reflected through service and marketing.

Third, improving service quality is guaranteed by improving the quality of personnel. Only high-quality management team, staff team and technical team can produce and provide high-quality services and products.

Want to know what the guests are thinking and what they want? The price is not the only demand of the guests, or not the first demand! How to manage people ’s hearts is to understand the needs of the guests. Is he seeking respect, convenience, or saving money? This requires separate treatment and private customization. Privately-made services can receive more results with less effort.

Let me tell you a story. That was more than ten years ago. An old client wanted to hold a golden wedding celebration for his parents and told me clearly that no discount is needed, but it must be done well! We have done our best to produce, service, and arrange the venue. In the course of the banquet, the hotel also presented my photographic work-"Xihu Sunset", with a poem written by me. Life is only a few springs and autumns. The years of loving Rubin, the golden wedding is red. Ten years have passed, and I have already left the hotel, but I met the guest the year before, and he told me that the painting was still hanging in his home! See, it was equivalent to putting the hotel's advertisement in his home for ten several years.

2. Create a world full of emotions. Everyone think about it, the economy and society are developing rapidly, the population is increasing, and the space between people is shrinking, but people ’s feelings are becoming more and more indifferent, their expressions are becoming more and more rigid, and people are becoming strangers. How many years have I lived in a building without talking and knowing my last name! The divorce rate is getting higher and higher! People need emotional care and the warmth of home. This pair of hotels is an interesting entry point! As soon as guests enter the hotel, they should immediately feel the warmth and enjoy the happiness on earth. The guests immediately felt like they had entered the hotel. This is an improvement in quality. We should change the standard service standard of the hotel. No matter how many times a day we meet with our guests, we are repeatedly saying: Hello, welcome! Hello, please walk slowly! Wait, it doesn't sound like a dialogue between people, but It is a dialogue between humans and robots.

With the progress of society, the richness of materials and the improvement of living standards, customers' requirements for service quality will continue to increase. This requires us to continuously start from team building, from the needs of guests, from improving skills, from improving service, etc., to meet the guests' psychology, meet the needs of guests, and promote the virtuous circle of hotel development.