Impressions of employee representatives. (About 200 words

I hope I can help you, come on, give me points!!! When you see a guest with a blank expression and a stiff attitude,” “You don’t know how to say hello when you see a leader, and you don’t change your mind despite repeated admonishment,” “You show your face when the guest criticizes you even slightly. Displeased, causing guests to complain", "I saw the owner turning a blind eye and having a serious expression"... When talking about the smiles of employees, the service managers always shook their heads. And the employees were also angry, "It's not that I don't want to say hello to him, say hello to Airi. If you don't care, then just don't say hello at all." "The guest is just being unreasonable, why should I smile? "... Such mutual complaints are commonplace in the service industry, and have also become a fetter for many service industries to improve their service levels.

Century Jinyuan, which owns many service industries, has entered a stage of steady development. This stage is the most The important task is to build a century-old corporate brand. The realization of this goal is closely related to the improvement of service quality and service level. However, we have to admit that within our company, there are still some employees and cadres who do not truly understand the spirit of service. What is the deep connotation? They do not use their own actions to practice the true meaning of service. Some management cadres do not know how to serve employees, do not pay attention to their own quality and image, and do not pay attention to work skills and office etiquette, causing dissatisfaction among employees; there are also some employees who are not strict Demand ourselves, ignore etiquette and norms, treat guests and owners indifferently, ignore colleagues, be strangers to each other, blame each other, and blame each other. These behaviors and phenomena are stumbling blocks in our pursuit of high-quality services. We must carefully summarize and correct them in time. Lay a solid foundation for brand building.

What is service? Matsushita Konosuke said: Greeting people with a smile, this is service. Although the explanation is simple, it is to the point that all the profound connotations of service are based on it. This is the most direct way - a smiling face full of warmth and concern. The direction of Century Jinyuan Group to build a gold medal enterprise has been set. Everyone in the group, from the senior leaders to the grassroots employees, have a deep understanding of what they want to do. To make a breakthrough in the service brand, we must work hard on service quality, closely focus on the soul of service - "smile", and essentially improve the level of service. Therefore, Beijing Group launched a vigorous campaign on May 1st of this year. The "Smile Service Month" kicked off, and the "Smile Golden Source Cup" speech contest lasted three months. With the strong advocacy of the group company and the joint efforts of each company, through various Various measures and activities have created a good atmosphere that is not more important than smiling faces. Judging from the large-scale "questionnaire survey" organized by the group company, most companies and employees believe that the implementation of the "Smile Service Month" activity is beneficial to the company. It has played a significant role in supervising and improving individuals' awareness and level of smiling service. Employees' work enthusiasm has generally increased, their mental outlook has improved, the cooperation between departments and communication between superiors and subordinates have become smoother, and the satisfaction of customers and owners has also improved. This activity must be carried out unremittingly for a long time.

"It takes a day to freeze three feet." What makes this warm smile appear on the faces of Jinyuan people? How is it achieved?

1. Group leaders attach great importance to it

Since the beginning of April, Beijing Group has carefully planned the specific plan for the "Smile Service Month" activity according to the instructions of President Huang Tao. , with the goal of creating a "civilized, polite, high-quality, and efficient" work and business environment, we advocate employee cadres to infiltrate "smile" into every aspect of work and service, not only serving guests and owners with "smile", but also "smiling" "Smile" to serve colleagues, brother departments and brother units, and put forward three points: "Start from within the employees to establish a civilized and courteous working order; "Serve with a smile" to customers to improve service quality; Management cadres set an example and take the lead by example" A fair request. This plan was discussed and approved by the group leaders several times, and was distributed to each company in the form of an official document, requiring each company to attach great importance to it and strive to set off a wave of "service with a smile".

In order to further promote the activities, the group company also specially customized smile badges and distributed them to each company. With a cute little smile as warm as the sun, it reminds and motivates all employees and cadres to always abide by the policy of smiling service. Requirements, always demonstrate the spirit of service with a smile, and always be ready to greet colleagues and guests with smiling service. When everyone wears this little smiling face on their chest, you can see that golden smile everywhere in the group, which adds a lot of color to the "Smile Service Month".

In order to ensure that the entire activity is consistent and rich in content, the group company also requires each subsidiary unit to report specific and detailed activity implementation plans based on their own circumstances, set up an activity supervision and inspection team, and organize regular reports on the progress of the activity. Employees who have outstanding performance in activities should be actively encouraged and commended, and behaviors that run counter to smile service must be actively trained, guided, and corrected in a timely manner.

2. Effective publicity and organization of each company

When everyone is showing off the eight teeth of a smile, how can you endure loneliness and keep a stereotyped face? ? Promoting a smiling atmosphere plays an important role in promoting the development of smiling services. In addition, it also needs to rely on a series of diverse, practical and effective activities. In accordance with the requirements of the "Smile Service Month" activity plan, each company under the group is led by the general manager, and management cadres at all levels lead by example, guide and promote the "Smile Service Month" activity, and strive to achieve good results from this activity.

First of all, profound ideological mobilization. Only by paying attention to it in thought can you take effective action. Each company has established a "Smile Service Month" leadership group headed by the top leader, and held a plenary meeting to convey the spirit of the group's "Smile Service Month" document and require employees to deeply understand the true meaning of smile service and put smile service into practice. Activities serve as a way to cultivate one's own professional accomplishment and actively participate in activities. We also made detailed arrangements for the company's "Smile Service Month" activities. Then, department mobilization meetings were held on a department-by-department basis to let the spirit of the "Smile Service Month" activities penetrate into the minds of every employee.

Secondly, widely publicize and create an atmosphere. Most companies have set up a "smile service column" in employee passages or activity areas, posting collected articles, cases, employees' personal reflections, departmental advanced cases, etc. about "smile

service", and also produced Various humanized slogans and pictures such as "Have you smiled today?" are posted in places where employees often pass by, so that employees can immerse themselves in the atmosphere of "smile service" and constantly remind themselves to maintain a professional smile. , correct your inappropriate behavior at all times, and gradually train smiling as a

habit.

Thirdly, carry out etiquette and courtesy training and form an interactive group. Smiling service is not only a service spirit, but also a service skill. Some cadres and employees can also understand the connotation of smiling service, but cannot express it well due to personality, habits or other reasons. This needs to be supplemented by Effective training to train employees in necessary skills. Companies such as Overseas Chinese Building use pre- and post-class meetings to carry out continuous etiquette training to teach employees some basic norms and requirements, train employees to master smiling skills, and specially install "dressing mirrors" for everyone to face the mirror and adjust. own expression. At the same time, employees were also divided into groups to allow employees to supervise and remind each other. These measures played a very important supporting role in the development of smile service.

Finally, hold a unique speech contest. In order to actively respond to the requirements of the group's "Smile Golden Source Cup" speech contest, each company has held internal speech contests in advance to encourage employees to carefully observe the outstanding behaviors and models around them, seriously discuss the skills of smiling service, and exchange their experiences of smiling service with each other. Through these vivid speech contests, it not only demonstrated the dedication and love of grassroots employees, but also played a role in motivating and spurring each other, pushing the "Smile Service Month" to its climax step by step.

On July 29, Beijing Group organized outstanding contestants selected from within each company to hold the group-wide "Smile Golden Source Cup" speech contest in the banquet hall of Century Golden Source Hotel. 19 contestants selected by 10 companies spoke with their own personal opinions. His experience, eloquence and passionate speeches left a good impression and deep inspiration on the employees.

3. Positive and effective incentive mechanism

In order to mobilize the enthusiasm of employees to participate in the "Smile Service Month", evaluate the best and learn from the best, and set an example and model, each company has held " Smile Ambassador” and “Service Star” selection activities. Set up a ballot box in a conspicuous place, and customers and owners can vote to select employees who do good service with a smile. The selection activity not only urges employees to bring smiles to work and bring smiles to guests and owners, but also demonstrates our determination to pursue smile service to guests and owners, which has been well received by guests and owners. Each company has given material and spiritual rewards to these recognized "Smile Ambassadors" and "Service Stars". What is even more proud is that 12 of them were also present at the award ceremony of the "Smile Golden Source Cup" speech contest. On the same stage with the group leaders, prizes and certificates were awarded to the winners. At the same time, in order to urge employees to carry out their smile service to the end, various companies have introduced various measures to stimulate employees' potential in smile service. Companies such as Century Golden Resources Hotel have also adopted the method used by airlines to encourage flight attendants to smile, using cameras to demonstrate smile service. Photograph the smiles of employees with nice and sweet smiles and show them to employees as models, creating a good situation among employees of "compare, learn, catch up, help, and surpass".

Four. Effectively track the results of the activities and sincerely collect the voices of employees

In the final analysis, the "Smile Service Month" activity belongs to the employees. Whether the activity itself can be effective depends on the employees Our efforts must also be supervised and reviewed by employees. In order to truly understand whether the "Smile Service Month" activity has truly received response and support among employees, to truly understand whether each company has improved the level of smile service through a series of measures, and to carefully summarize experiences and shortcomings, To provide guidance for the next stage of work, Beijing Group carefully designed the "'Smile Service Month' Activity Questionnaire" and distributed it to each company to analyze the effectiveness of each company's activities, existing problems and reasons, compliance with standards and non-compliance with standards The occurrence rate of behaviors, departments and employees with excellent or poor performance, as well as the evaluation and suggestions of this activity were investigated and counted. 2,707 valid questionnaires were collected, and the results of statistical analysis were notified to each company. From the questionnaires filled out by employees, we saw the enthusiasm and hope of the majority of employees for the "Smile Service Month" activity, and also saw the initial results achieved by this activity. At the same time, we also found that during the activity There are still problems such as the company's organization is just a formality, management cadres cannot lead by example, training is not in place, and activities lack interactivity. The raising of these problems will help us prescribe the right medicine, actively rectify, and strive to improve the smile service in future work. level.

Data has strong explanatory power, but it is inevitably cold. Personal feelings and indisputable facts can better reflect the results of the Smile Service Month activity. We were surprised to find that when we wear the "smile badge" on our chest, we have a little bit of arrogance. How can we be compared with a badge? So, we began to change. Colleagues who were not familiar with each other became familiar and cordial with the proactive greetings. Leaders who were nervous when they saw each other became kind with friendly greetings. Why? The guests and owners who seemed displeased became amiable with the warm smiling faces. During the "Smile Service Month", driven by smiles, the working atmosphere became harmonious and harmonious, and various good people and good deeds emerged. Customers and owners received letters of praise one after another.

Two security guards in the shopping mall are not afraid of getting dirty or tired, and take the initiative to help guests change car tires; an employee in the washing center takes the initiative to give employees voluntary haircuts during off-duty time; the assistant manager in the lobby of the hotel company receives thank-you letters from guests every day, and smiles like flowers when thanking them Some of the receptionists thanked the patient and meticulous room attendants, and some thanked the catering waiters for their attentive service... The praise from customers, owners and leaders was transformed into the motivation of employees to help others, work hard and love their jobs. In customer service They become more proactive and enthusiastic, forming a virtuous circle.

“If the smile of the waiter is missing, it is like the garden losing the sunshine and breeze in spring.” Hilton, the giant of the hotel industry, said. Century Jinyuan Group is a big garden. Since the launch of the "Smile Service Month", hundreds of flowers have bloomed in the garden. However, if we cannot continue to have sunshine and spring breeze, sooner or later the flowers will wither. During this "Smile Service Month" event, we also regretfully found that some companies require employees to serve with smiles in a simple and crude way, causing employees to regard "smiling" as a facial exercise that they are extremely unwilling to complete; some companies hold activities They are superficial and formal, only completing tasks in a perfunctory manner, without fundamentally understanding the meaning and importance of smiling service; some leading cadres do not notice the simplicity and rudeness of their own management, asking employees to smile, but they do not arrive all day long. In the evening, the sound and appearance were both stern. These have seriously affected the development and depth of the Smile Service Month activities. In fact, smile service plays an increasingly important role in today's business competition. The level of service directly affects the rise and fall of corporate profits. Only by continuously improving service levels and satisfying customers can you have strong competitiveness. Only then can you "take a leisurely stroll" in the competition!

Smiling is a state, and always smiling to serve customers and owners is also a state. Internalizing smiling service in the heart and externalizing it in form is the highest state of the service industry. "Smile" Although the "Service Month Activity" has come to an end for the time being, the smile service work must continue, and the requirements and levels must be continuously improved. Only in this way can the goal of building a high-quality service brand be truly realized. Finally, I quote a speech from a winner in the "Smile Jinyuan Cup" speech contest to encourage everyone: "Our smiles are stones, wiping out the fire of Jinyuan hope; our smiles are fire, igniting Jinyuan's hope. The shining light of Jinyuan; our smile is the lamp that illuminates Jinyuan’s way forward; our smile is the road that leads Jinyuan to a bright tomorrow! Let the smile shine in Jinyuan! ”?9?0