Service Case Analysis: The Power of Combining Hard and Soft Services with a Smiling Face

III. Combination of hardware and software

"High technology" has not replaced "high emotion"; the two complement each other, both aiming to achieve the same goal as consumers.

The direct benefits of a high-quality service experience and the hotel's long-term profitability.

A customer opened a chain store

The hotel's website.

Why did she choose this hotel's website from among so many others? Perhaps it was because she had previously...

I had stayed at another hotel in the same hotel group and had a pleasant experience there, and this time I had a pleasant interpersonal experience.

It may have been achieved with the help of technology.

Perhaps this guest was welcomed by the receptionist who was familiar with her situation, and the receptionist treated her as a distinguished guest.

Repeat customers, not strangers.

This delighted the guests.

Perhaps this guest was pleased to find the front desk service...

The staff member was able to chat with her about her hometown, career, and travels (without her feeling disturbed).

Perhaps the front desk service

The waiter learned that the guest preferred a king-size bed and anticipated that the guest would need a newspaper, so a second bed was needed.

Book a taxi on the day of booking.

But how do the front desk staff achieve this? This personalized service is powered by the hotel's high-tech systems.

This was facilitated by the database.

Modern technology enables front desk staff to provide the highest quality traditional personalized service.

Guests received

After experiencing traditional personalized services facilitated by technology, and being satisfied with the hotel, they later sought further personalized services through technology.

This means contacting the hotel through its website, hoping to receive the same high-quality, personalized service again.

The chairman of a Belgian computer company has been shuttling between Beijing and Brussels for many years, initially for business with my country.

Government officials negotiated the establishment of a project, and after the negotiation was successful, they came to discuss the specific details of the establishment multiple times.

Current Project

Everything was ready, and the chairman made a special trip to inspect the preparations for the opening.

Every time he came to Beijing, he stayed in a luxury suite on the 6th floor of the Wangfujing Hotel.

He left today looking travel-worn.

Upon exiting the airport, the hotel's representative had been waiting at the exit with a sign for quite some time.

After a brief exchange of pleasantries, the car carrying the chairman sped off towards the hotel.

The chairman walked into the suite that had been prepared for him. Everything was the same as usual. He took a shower first and then rested for a while.

When he opened the closet and took out his pajamas, he was pleasantly surprised to find that his name was embroidered on the left breast of the pajamas, and because it was embroidered with gold thread,

Therefore, it is particularly eye-catching.

He remembered that his last visit to Beijing was two months ago, and he was wearing pajamas like this back then, without...

What's so special about receiving such special treatment in just two short months?

A sense of pride welled up within me.

He came out of the bathroom, sat down on the sofa, took out a cigarette, casually picked up a match from the coffee table, and inadvertently discovered...

His name was printed on the matchbox again, and in gold foil, which brought him another wave of surprise.

He traveled all over the country,

Having visited many five-star hotels around the world, this is the first time in my life I have enjoyed such high-class treatment.

He put the matchbox

Examining it carefully from all angles, the gold foil stamping technique was truly exquisite, prompting me to exclaim, "It's truly a testament to the sincerity of the Wangfujing Hotel!"

The true meaning.

The chairman, with a cigarette between his fingers, stood up and slowly walked to the table.

Out of curiosity, he subconsciously opened the book.

The familiar "Service Guide" was another pleasant surprise; his name was prominently printed in the letter.

The paper and envelopes are also embossed with gold foil!

"When I return to Brussels, I must tell you about the hospitality I received at the China Palace Hotel."

Belgian."

He couldn't contain his deep gratitude and spoke to himself from the bottom of his heart.

The Beijing Wangfujing Hotel makes full use of its information system to provide guests with exceptional service.

Customer history records of this store

The record states that Mr. Smith, a resident of San Francisco, California, is a germaphobe with a unique preference for white and frequently stays at our hotel.

Moreover, he wanted to stay in room 408... When Mr. Smith sent another fax requesting a room, the housekeeping department immediately...

Xi began preparations for the reception.

When Mr. Smith checked in and entered the room, he saw that the room was decorated entirely in white:

White curtains, towels, bath towels, and pajamas; white sofa covers; and a white rug-everything was impeccably white from top to bottom.

It can be attacked.

In addition, the housekeeping department increased the number of cleaning sessions for him, and they had to be done in front of him.

Mr. Smith said he

He had never received such attentive service from the Wangfujing Hotel in any other hotel.

Case Study Questions

1. How can we understand high-quality service as a combination of "high emotional connection" and "high technology" provided by the hotel?

IV. Smiling Service

Hilton places great emphasis on training its employees in etiquette and manners, and encourages them to provide smiling service.

He goes to at least one every day

When Hilton Hotels interacts with its staff, the most frequently asked question is among all levels of personnel (from the general manager to the waiters/waitresses).

The question was, "Did you smile at your guests today?" 1930 was the year of the worst economic depression in the United States, and tourism across the country...

80% of the hotels closed down, and Hilton's hotels suffered losses one after another.

Hill was once $500,000 in debt, but

Dunn was not discouraged. He gathered every hotel employee and gave them a special briefing and appeal: "Currently, the hotels are in debt and relying on loans..."

During this period of living on debt, I decided to brave the difficulties.

Once the period of economic panic in the United States is over, our Hilton hotels will soon be able to...

The clouds have parted and the sun is shining.

Therefore, I urge you all to remember that Hilton etiquette is absolutely essential.

Regardless of the hotel itself

No matter the difficulties encountered, the smiles on the faces of Hilton hotel staff are always for the customers.

In fact, in those...

Of the 20% of hotels that remained after the closures, only the Hilton Hotel staff had genuinely pleasant smiles.

Economic recession just

However, the Hilton hotel system then took the lead and entered a new era of prosperity, ushering in a golden age of operation.

Hilton Hotel followed

A number of modern equipment have been added.

At this point, whenever Hilton convened a meeting with all employees at each hotel, he would ask:

"Our restaurant now has new, top-notch facilities. Do you think there should be some other top-notch features to enhance the guest experience?"

"Which do people prefer?" After the employee answered, Hilton smiled and shook his head, saying, "Please think about it, if the hotel only had the first..."

Without top-notch equipment and the smiles of first-class service staff, customers will think we've served them all their favorite things.

The food, without the waiter's lovely smile, is like a garden without the spring sun and spring breeze.

if

As a customer, I would rather stay in a hotel with worn-out carpets but smiles everywhere than enter a place with only...

A place where there are no smiling faces, only flowing equipment...

Case Study Questions

1. How should we understand the "smiling service" in hotels?

V Team spirit