#酒店 ##酒店人#
The annual "Golden May Day" is approaching, and many tourists are also putting their plans for May Day travel on the agenda.
However, as the number of visitors continues to rise, the hotel industry is facing multiple challenges in service operations while ushering in business opportunities. Especially during the holiday season, hotels often encounter the dilemma of manpower shortage and sudden increase in service pressure. Therefore, it is particularly important and urgent to lay out in advance and effectively prevent bad reviews that may occur during holidays.
Therefore, we must pay attention to it before, during and after the festival, especially the pre-holiday plan.
The pre-holiday plan is the foundation and premise for the hotel to achieve high-quality experience services, so what plans should we focus on to prevent the problem of bad reviews that are prone to occur during holidays?
1. Personnel plan
(1) Establish a special working group
During the festival, clarify the relevant responsible persons and work processes, and set up a special working group to quickly respond to and deal with complaints, and at the same time, the appropriate delegation of authority to the corresponding personnel of the hotel during peak periods can be used to deal with various emergencies in a timely manner.
(2) Manage outsourced personnel
The main role of third-party outsourcing employees is to assist and use the power of outsourcing to "cut peaks and fill valleys".
The hotel needs to plan well in advance, carefully arrange the working hours, responsibilities and job assignments of service personnel, and set posts, arrangements, responsibilities, etc. Set indicators to ensure the smooth replacement of internal and external personnel; strengthen communication with third-party service providers and outsourcing service personnel, and do a good job of adjustment and coordination at any time; at the same time, it is necessary to formulate corresponding emergency plans for outsourcing personnel to prevent the occurrence of accidents and negative public opinion events; if some hotels simplify the service SOP in order to improve the efficiency of holidays, it is necessary to let employees clearly know the optimized process arrangement.
(3) Develop internal and external training plans
There is a clear work guidance and training plan for internal and external employees, and the emergency plan, work process, rapid response and complaint handling content and content are trained to avoid work omissions or mistakes.
Second, the quality inspection plan
"Before the big festival, there should be a big sifter".
In order to create a high-quality service experience during the festival, hotels need to carry out more comprehensive quality inspection work than daily quality inspection, implement job responsibilities, and carry out targeted rectification, cooperate with staff training and process optimization.
For many hotels, in the busy stage of pre-holiday preparations to do a comprehensive quality inspection, will face a shortage of manpower, with the help of digital tools, the quality inspection form can be imported into the system, through a mobile phone to complete the quality inspection, automatic accounting, one-click rectification list of nonconforming items.
If you want to prevent the bad reviews that guests often pay attention to, you can also iterate the bad reviews and in-stay complaints of previous guests into the quality inspection list.
For hotels with unified quality inspection or multiple stores, digital quality inspection can increase efficiency and improve quality. The group uniformly distributes quality inspection tasks, and after the inspection, there are pictures and truths, which are directly handed over to various departments for rectification, and finally can automatically generate quality inspection reports, liberating people from complicated affairs and ensuring hotel safety management and service quality.
Third, the service plan
(1) Manage guest expectations
For example, on the eve of May Day, the hotel can take the initiative to contact the guest to inform the guest in advance of the expected service time and possible shortage of manpower, and provide the guest with other feasible solutions, such as pre-booking restaurants, entertainment activities, etc., to avoid guests waiting too long on site.
(2) Maintain good order
When there is a large flow of people, arrange the check-in and dining time of guests reasonably to avoid congestion and chaos.
For example, breakfast, usually hotel guests with breakfast is basically no contradiction, but on holidays there are often queues for meals, dishes are too late, children and so on the scene, especially high room rates of hotels, this phenomenon is more likely to make guests dissatisfied, in this case, the hotel can do a good job of expectation management, inform in advance that the peak may be crowded, arrange guests to eat off-peak; on the other hand, you can also ask guests in advance whether they are dining in the room, and use robots to deliver to reduce the pressure of breakfast passenger flow.
(3) Improve service efficiency
If the hotel has purchased AI products, it can give priority to the use of automated handling methods during the festival for some simple complaints, such as setting up intelligent telephone IVR to improve the call connection rate and service efficiency, and using intelligent customer service calls to batch recall/renew/care, etc., so as to improve service efficiency and reduce the problem of manpower shortage.
If the hotel has a housekeeper team, it can arrange the housekeeper team to "fill the position" at any time during the May Day period, and improve the service quality by setting up a housekeeper incentive mechanism.
(4) Provide surprise benefits
In order to make guests feel the care and attention of the hotel, the hotel can arrange exclusive benefits for 2024 May Day, such as seasonal products, local specialty items, etc.
Fourth, repair the plan
70% of the bad reviews have been reported in the residence, so the first step to make a good repair is to ensure that the complaint channel is smooth.
Under normal circumstances, when the hotel is unable to deal with customer complaints in a timely manner due to lack of personnel, it can collect bad reviews first through questionnaires, emails, etc., and then deal with them slowly.
Secondly, the hotel can formulate a service repair process, from early warning notification to service follow-up, visit, information sharing, etc., to formulate a service repair SOP suitable for the hotel itself, so as to form a closed loop of repair service in the stay.
More importantly, there is the budget request for service patching. It is important to know that hotels are often full during peak traffic periods, and many daily repair measures (such as changing rooms, upgrading rooms, etc.) are difficult to achieve during the holidays, so hotels should formulate special service repair measures for holidays, and apply for the budget required for each measure in advance, and fully authorize the front line.