Guests of the evaluation is to measure the quality of the merits of the sole criterion. Quality service, not only to be able to meet the emerging needs of guests, but also predictability to meet the needs of hidden guests. Hotels in this area must exercise their abilities. We must learn how to discover and understand the needs of guests. The need to establish and improve the guests to collect information and analysis system to ensure accurate and reliable information, to master the dynamic needs of guests, and we will continue to meet the needs of guests. In the first contact with the guests and services for the first time they do a good job, be able to raise the full satisfaction of guests. "Push-to-talk services to guests" at the hotel in the production is an excellent example. Many guests have experienced this kind of consumption: a stay at the hotel, if need different services, from the thick "Guide" to find the area of business telephone services. The recently opened in Hangzhou New Century Hotel rooms in the telephone set on a "one-click" services, as long as the guests of a press, will be able to solve all problems. Improve service quality in order to increase access to the value of the guests, but the cost of services; services caused by a lack of links or the cost of waste, we must attach importance to. In the hotel services, often referred to the remedial measures. However, the cost of remedial measures is often no one really to be concerned, if to do a cost-benefit analysis --- will be found. The principle of effective service: guests can meet the demand for and value-creating services, in order to be effective. Effective and ineffective services, the difference is experience, sincerity, attitude and interpersonal skills to deal with. European hotel service more effective. If the customer attaches great importance to the use of the history files. Hotel guests stay over a second stay on the need to repeat the registration. The reason for this is: Remember that only hotel guests, hotel guests can think of. Kaiyuan hotel management specification: Group to implement all the Chinese do-bed hotel services, will be replaced by cotton blankets, quilts will be flat in bed, or on the bed after the break. First of all, this user-friendly than Western-style bed, "rigid norms for less than" a similar approach should be to improve reformed. The principle of differentiation: fully meet the needs of guests, make the most of its characteristics. Hotel guests are at the center of attention. Guests have a common demand side, standardize services to meet the needs of the majority of the guests, and a higher quality of service standards. Everyone must have the job specification every detail, and accept the system and ongoing training. Guests and the needs of differences in norms on the basis of service, to provide personalized services, such as the golden key services, is the quality; personalized service is icing on the cake, the guests will stay an unforgettable experience of the consumer. Kaiyuan Hotel advocacy and "Everybody golden key" service concept, in a guest room placed on the personalized service questionnaire, as long as guests stay at one and fill in the demand for personalized, next will be the same. According to standardize procedures for the operation, according to the wishes of the guests, will reflect the true characteristics of their own. The principle of active service: customers get the true care and comfort is the hotel's mission. For guests, employees with the same sense of service is the best. Is not a simple quality of service techniques and practices of the high and low art, but on the deep cultural enterprises, as well as employees of the boot of their own behavior. With this service desire to be in the service of respect for the guests from the point of view of different guests to take a different attitude, saying that different, to provide personalized service. A room attendant in the clean room, her primary responsibility is to organize a clean room. But she found that the guests do not have the clothes hanging in the bathroom, the sun will take the initiative to come up with, at the same time do not forget the message into the card room, told the guests the situation so that the guests feel at ease. Finally, she will be the smoothing shirts, buttons replaced, it is clear that this is the initiative to refinement of the service. Improve service quality awareness, it is necessary to upgrade the hotel brand as a top priority. In particular, we should pay attention to the details of the product. Only three of the services the hotel will be the gold standard (see all the guests must be clean and beautiful, made available to all guests must be used in a safe and effective, all hotel guests to see the staff must be warm and polite) truly, Well, and do well, and will create a superior image of the hotel.
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