General standards for hotel service quality: work efficiency, professional ethics, and service discipline

V. Work Efficiency

(I) Accepting the mission

(1) Employees in each position should take the initiative to accept work tasks and obey assignments, and should not shirk or complain.

(2) When accepting a task, the work content, completion time, completion location, and completion method should be clearly defined, demonstrating a strong sense of urgency.

A sense of responsibility and commitment to work.

(II) Work Efficiency

(1) Daily work should be planned, with tasks arranged according to time slots. The tasks to be completed in each time slot should be clear.

clear.

(2) Use the correct methods and skilled operating techniques to complete the assigned tasks within the specified time.

(3) Check the work completion results according to the plan every day to ensure work efficiency.

(III) Service Efficiency

(1) Complete reception services, entrusted agency services, ticketing services, vehicle arrangement services, and passenger services within the prescribed time standards.

Personal shopping service and other services.

(2) Provide services on time according to the time and content requested by the guests each time, without breaking the promise or delaying.

(3) If you cannot provide or complete the service on time due to objective reasons, you should patiently explain to the guests.

(4) There were no instances of customer dissatisfaction, delays, or failure to meet customer requirements due to efficiency issues.

(IV) Work Efficiency Case

At 11:30 PM, Mr. Zhou arrived to check in and found that there were many guests at the front desk, and he would have to wait quite a while.

Meanwhile, he loudly complained that there were too few receptionists at the front desk, the check-in process was too slow, and it was affecting his rest.

A front desk staff member

The worker went in to ask the supervisor to come out and help. Mr. Zhou was very dissatisfied when he saw that the people inside did not come out in time, so he started to yell at the waiter.

Please select the correct action for the front desk staff ( ).

A. Ignore guests who use foul language and are emotionally agitated.

B. For guests like this, the receptionist should refuse to process their check-in.

C. Apologize to the guest and process their check-in as soon as possible.

D. Tell him that you should provide him with service in the order of arrival.

Answer: C.

Commentary: We often say "the customer is always right," which means we should consider things from the customer's perspective.

When emotions

For agitated guests who are using foul language, both servers and the lobby manager should try to meet their reasonable requests as quickly as possible.

Don't let guests be ignored when they are already anxious, as this will only make them angrier.

exist

When handling customer complaints, we must maintain a polite, enthusiastic, friendly, patient, and sincere attitude of being willing to help.

Accepting votes

When making a complaint, first apologize to the guest. Facing the guest, listen patiently, and avoid inappropriate wording, a blank expression, or emotional outbursts.

The guest argues loudly-even if the guest is wrong.

The solution to this case is:

(1) Apologize to the guest and say that you will check in as soon as possible.

(2) Ask the lobby manager to receive the emotionally agitated guest.

(3) In special circumstances, guests may enter the guest room first and then complete the check-in registration procedures in accordance with regulations.

VI. Professional Ethics

(1) Employees should receive good professional ethics education and master basic knowledge of professional ethics.

(2) Possess sound moral values, moral sentiments, and moral character, and be able to consciously use moral norms to restrain oneself.

We should act in a way that provides good service.

(3) Treat all guests equally, regardless of race, ethnicity, country, region, wealth, or kinship, and do not judge people by their appearance.

(4) Be honest and trustworthy, treat all guests with honesty and fairness, and insist on quality first and reputation first.

(5) Respect guests’ ethnic customs, religious beliefs and personal habits.

(6) Abide by national laws and regulations and protect the legitimate rights and interests of guests.

(7) Abide by the store rules and regulations, do not make transactions with customers without permission, do not ask for tips, and do not accept kickbacks without permission.

(8) Uphold principles, safeguard the interests and reputation of the country and the hotel, and do not do anything that damages the dignity of the country, the hotel, or one's personal integrity.

VII. Service Discipline

(I) Service Discipline Content

(1) Arrive at work 10 minutes before the scheduled start time, change into work clothes, tidy your appearance, and be on time.

On the job.

(2) Prepare all necessary tools, supplies, items and forms for work without any omissions.

(3) Attend the pre-shift meeting on time to clarify the work content, requirements and precautions for the day.

(4) Timely handover of shifts, ensuring a clear and accurate handover of all items, work content, receipts, cash, forms, and accounts.

Confirm and complete the handover procedures.

(5) Stay at your post and do not leave your post, be late, leave early or be absent without leave.

(6) Maintain a good working condition and do not lean against the wall or counter to rest.

(7) Do not gather together to chat, do personal work, eat snacks, or do anything unrelated to work while on duty.

(8) Do not shout loudly, do not hum tunes, and do not engage in any bad behavior when serving customers.

(9) Take good care of the hotel facilities, equipment and all tools and items, and do not take them away or damage them at will.

(10) Take good care of guests’ luggage and belongings, do not lose or bump them, handle them gently, and do not rummage through guests’ items.

(11) One should be honest and return lost items or money in a timely manner, make a record, and not keep or conceal them.

(II) Cases of Service Discipline

One day, a regular hotel guest came to the concierge to store his luggage. It was the last few minutes of the morning shift when the concierge...

Xiao Wang, a staff member at the hotel, saw that he was a regular customer and let him leave his luggage at the front desk without filling out a luggage slip.

Xiao Wang

I forgot to mention this when handing over to the middle shift.

In the evening, when guests asked for their luggage, the middle shift staff, although they agreed...

The staff recognized the guest, but detained the guest's luggage on the grounds that the guest could not take the luggage without a baggage claim slip.

The customer then complained about the two

Employees, based on the above information, please select the correct option ( ).

A. The middle shift employee is too rigid and overly cautious. Since he's a regular customer and we already trust him, we should give him the luggage.

B. The guest stored their luggage without receiving the baggage claim tag, which demonstrates a lack of self-protection on the guest's part and is incompatible with the staff's responsibility.

Work is unrelated

C. Early shift staff should not assume that regular customers are exempt from filling out a baggage claim form; afternoon shift staff should require customers to present the form to collect their luggage.

There is no mistake

D. Middle shift employees can give luggage to guests when they are angry. Answer: C.

Comment: Hotels can offer "special treatment" to frequent guests, usually including expedited check-in procedures, etc.

The room is furnished with fruit and flowers, and offers free drinks.

However, as part of the hotel's baggage handover procedure or other necessary management

The rules and regulations should not be changed just because someone is a regular customer. We should adhere to the principle of treating everyone equally and following the rules.

This case

The solution to this example is:

(1) Early shift staff should have guests fill out a baggage form and should not skip this procedure just because the guest is a regular customer;

(2) The staff on the middle shift may not have been tactful enough in answering guests' questions, but asking guests to present their receipts to collect their luggage is perfectly acceptable.

All of these are correct. After verifying with the morning shift staff, the luggage was released, and an apology was offered to the guest.

(3) Waiters should patiently explain the rules for luggage storage to regular customers.