Why should hotel room service develop in the direction of humanization, intelligence, personalizatio

This is a requirement for a green hotel.

In recent years, with the rapid development of the hotel industry, the role of personalized service in hotels has become more and more important. The hotel not only needs standardized services, but also needs personalized services to improve the service quality of the hotel on the basis of standardized services.

1) The role of hotel personalized service in the hotel.

With the intensification of competition in the hotel industry, more and more hotel managers realize that in order to achieve a long-term advantage in the fierce competition, it is not enough to rely on high-quality dishes and comfortable rooms, the hotel must understand the interests and hobbies of customers and the psychology and needs of the public, and provide special services with the characteristics of the hotel according to the market demand, so as to leave a deep, unique and popular impression in the minds of customers, and establish, maintain and develop long-term mutually beneficial relationships with customers.

2) The relationship between personalized service and standardized service of the hotel.

Standardized service is the foundation of hotel service, and personalized service is the soul of hotel service. Only when the foundation is solid can the spirituality of the soul be fully developed. If standardized service is regarded as the branch of a tree, then personalized service is the flower and leaf of the tree.

The flowers and leaves are gorgeous because of the strong branches, and the branches are vigorous and energetic because of the luxuriance of the flowers and leaves. A hotel without standardized services is a disorderly and non-standardized hotel. A hotel without personalized service is a rigid hotel without life and vitality.

Therefore, standardized service and personalized service are interdependent and mutually reinforcing in hotel services. Favoritism or neglect of any one will affect the quality of the entire hotel service.

The importance of personalized service in hotels is to meet the individual needs of customers and find new opportunities.

1. Meet the individual needs of customers and create their own unique service brand

The customer's demand is the starting point and destination of the hotel's business activities. The needs of customers are diverse, and the preferences and requirements of customers are often different from those set by the hotel. In this case, the service staff is required to deviate appropriately from the standard operating procedures and flexibly provide special services according to the specific requirements of the customer.

2. Look for new opportunities and seize new markets

If there is a demand, there will be an opportunity. The needs of the customers are the source of the wealth of the hotel. The needs of customers are constantly changing, and hoteliers should continue to study the needs of customers, improve and adjust hotel products and services according to the needs of customers, create new profit opportunities, and also seize more market share in the fierce market.

For a service industry such as a hotel, it is natural to be people-oriented, so many hotels are upgraded to smart hotels, and one of the purposes of upgrading personalized services is to improve the check-in experience. And the smart hotel solution based on personalized service.

The role and judgment of the world in hotel operation management is very large, not only to improve the management efficiency of the hotel and reduce costs, but more importantly, to improve the customer experience. Here are some of the personalized services used:

1) Support self-service check-in and quick check-in.

For example, many hotels in tourist attractions will have to wait in line for check-in in the peak season, but if they are upgraded to smart hotels, customers will support autonomous operation throughout the check-in and check-out, and there will be no need to wait. The smart hotel system can accept customer orders and information directly connected to the OTA system, and customers can also check in directly on the mobile phone or the client in the hotel, because of the application of the smart hotel system, the whole process is fast and simple, and the customer can go directly to the room as long as he follows the guidance of the welcome robot after entering the hotel.

For smart hotels, not only do check-in, check-out and other procedures do not need to wait, but all devices are operated by mobile phones or robots during check-in. Whether it is calling the front desk or ordering food, etc., it can be completed through the mobile phone or the operation end in the room, and customers can also check the situation in the room and control the air conditioner, lights and sunshades and other equipment through the mobile phone when they go out.

3) Multiple identification to achieve cardless hotels.

In the past, hotels were worried about the loss of room cards, and this is also mentioned in the smart hotel solution, that is, to realize cardless hotels through the identification system. Whether it is fingerprint recognition or mobile phone recognition, it can ensure that customers can control the device without a room card, so that there will be no situation where they cannot enter the room without a room card, and at the same time, human sensing devices are applied in these devices to ensure that customers are provided with a more convenient check-in experience.

4) Provide services with intelligent devices throughout the process.

The application of intelligent robots will also be mentioned in the smart hotel solution, such as single-cabin robots or double-cabin robots, which can realize functions such as ordering and delivery. The intelligent robot can automatically take the elevator to deliver the food or other items to the customer's room, which once again ensures the high efficiency and error-free service for customers.

Summary. Because with the rapid development of the hotel market, consumers' demand for hotel services is constantly changing. The need for personalized services has been prominently reflected and largely reflects the quality of a company's services.

In the case of Shangri-La Hotel in downtown Ningbo, for example, every employee working at Shangri-La Hotel's "Coffee" restaurant is asked to remember the preferences of every VIP and resident guest. When the guest eats again, they don't ask and offer the customer's favorite food directly to him. This approach has been affirmed by many guests.

At the same time, he also said that he felt that this reflected the meticulous and thoughtful attention to detail of the hotel, and felt that it made him feel different. In a deeper sense, the personalized service of the hotel has a non-negligible role in improving the service quality of the hotel. Because from the manager's point of view, personalized service not only requires the establishment of accurate and complete guest files, but also strengthens staff training and strengthens communication and collaboration between various departments within the enterprise, and may also establish some incentive mechanisms.

In this way, we can better do a good job of personalized service.

Because with the rapid development of the hotel market, consumers' demand for hotel services is constantly changing. The need for personalized services has been prominently reflected and largely reflects the quality of a company's services. In the case of Shangri-La Hotel in downtown Ningbo, for example, every employee working at Shangri-La Hotel's "Coffee" restaurant is asked to remember the preferences of every VIP and resident guest.

When the customer eats again, he no longer asks, but directly offers the customer's favorite food directly to him. This practice has been affirmed by many guests. At the same time, he also said that he felt that this reflected the meticulous and thoughtful attention to detail of the hotel, and felt that it made him feel like a finger trembling differently.

In a deeper sense, the personalized service of the hotel has a non-negligible role in improving the service quality of the hotel. Because from the manager's point of view, personalized service not only requires the establishment of accurate and complete guest files, but also strengthens staff training and strengthens communication and collaboration between various departments within the enterprise, and may also establish some incentive mechanisms. In this way, we can better do a good job of personalized service.

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