Present situation and development trend of personalized service in hotels

In recent years, the word "personalized service" has almost become the mantra of the service industry, especially the hotel industry, or

Commentators have become a fashionable propaganda language. This shows that the importance of personalized service has gradually been recognized by the service industry.

Identity. The so-called personalized service, called Personal Service in English, basically means to provide for customers.

Differentiated service with personal characteristics, so that the guests who receive the service have a sense of pride and satisfaction, thus leaving a deep impression.

Impression, and win their loyalty, become repeat customers. Personalized service can also mean that service enterprises provide their own personality and

Special service items. The formation of personalized service concept is the result of increasingly fierce competition in service industry.

Of course, advocating individuality cannot be simply understood as just providing quality services for a few people, but letting everyone.

Every guest can feel that he is enjoying the service specially arranged for him.

Although the concept of personalized service is becoming more and more popular in the hotel industry, many hotels in China still talk a lot.

Do little or just scratch the surface. Therefore, personalized service should be truly reflected in the daily management and service of the hotel.

Not just in a specific project, a regulation or a slogan.

Hotel catering department is an important business department after housekeeping department in hotel management, and it is an indispensable part of hotel management.

But the service department. The quality of catering service will directly affect the operating income and reputation of the hotel. As a sales department

Door, catering services for in-house guests and non-in-house guests. Its basic purpose is to serve all the guests who come to eat.

People provide quality service, which makes every guest happy and satisfied. With the competition of furniture in the hotel market, many wines

Shops began to provide various personalized services to attract and win more outstanding customers. As a hotel, it is directly open to customers.

It is more important for front-line departments and catering departments to provide personalized services. In my opinion, personalized service of catering management can

Reflected from the following aspects:

First, prepare distinctive restaurants and seats.

There are many kinds of guests dining in hotel restaurants and banquet halls, the most common one is to fill their stomachs, and there are others.

Others include family gatherings, birthday parties, business banquets, dinners between friends and lovers, and so on. Therefore, the catering manager should be able to

According to the composition and characteristics of these guests, take the initiative to prepare distinctive private rooms and viewing seats.

(viewing seat/window seat), booth seat, party table, etc.

With these service facilities, the key is to make them play a role in daily operations. This requires a catering manager and a kimono.

Service personnel do this everywhere. For example, when booking a table, guests usually take the initiative to explain what kind of table they need, including

Are there any special requirements? If the guest doesn't specify the specific requirements, the service person in charge of reservation should ask what it will be by the way.

What kind of party it is, and explain it in the remarks column of the guest book. If the guest mentioned in the telephone reservation,

He would have lunch with a business friend to discuss some business matters, but he didn't make any specific requirements.

Beg. The waiter in the restaurant can mark "working lunch for two" in the reservation book. On this day,

When the guests are taken to the secluded corner seats reserved for them by the hostess, the guests will definitely serve.

The advanced and thoughtful personalized layout left a deep impression on the hall. For some regular customers, catering managers and service personnel have to pass

Customer history to understand their preferences and provide relevant services when they come to dinner. For example, some guests like to sit.

A window seat, some guests prefer a seat with their backs to the window when dining, and some guests prefer to sit alone in the box.

As long as conditions permit, these guests should be arranged in their favorite hall or dining table every time they come to eat.

Personalized restaurants and seats for adult guests are not enough. Hotel restaurants and banquet halls should be more considerate.

Some. For example, at family dinners, children's customers often eat with their parents. Whether for security reasons or

In order to create a warm dining environment, restaurants and banquet halls should actively prepare children's chairs for these children.

Chairs), high chairs, boosters, and disposable milk and juice for children.

Plastic cups and disposable bibs for children. With these thoughtful arrangements and excellent services, the father of the child

Mothers will be impressed by their catering manager.

Second, provide personalized menus.

Some people may ask, what is the personality of the menu, that is, the name and price of the dish are printed on exquisite paper products. in fact

Otherwise. Menu seats are the main reference materials for guests to dine in hotel restaurants and banquet halls, and play a role in transmitting information to guests.

Use. From the menu, guests can not only know the dishes, drinks and their prices provided by the hotel restaurant and banquet hall, but also realize

For the purpose of consumption, you can also feel the flavor and cultural taste of hotel catering services from the design and printing of menus. Therefore,

It is important to print the menu beautifully, but the original menu design can better reflect the quality service. For example, in the United States

Breakfast is served in the window view restaurant of the five-star Renaissance Baltimore Harbor Hotel.

The difference between lunch and dinner. This may be no different from most hotel restaurants. However, as long as you pay attention to observation, you can find out.

This restaurant pays great attention to the personalization of the menu.

First of all, the inside pages of the lunch menu in this restaurant have to be changed every day. Although the content changed is only a small part, such as day.

Period, week, daily soup/daily soup, daily special (chef's special/daily).

Special), but with these latest contents and greetings that match the day (such as a festival), they are printed on the dishes.

At the top of the first page, guests can feel that they are enjoying the latest service as soon as they open the menu, and can produce a

A little intimate. Unlike some restaurants that use a one-year menu, the contents never change, or even have none.

The re-launched dishes are still on the menu.

Secondly, the restaurant can insist on providing VIP guests with special menus according to the relevant information in the reservation book.

. In other words, as long as the restaurant hosts VIP guests or guests who hold special dinner activities in the restaurant, the restaurant will arrive.

Before arrival, make a personalized menu with the following text contents:

"Mr. * * * and his party are in the * * * restaurant."

"This restaurant is specially prepared for Ms. * * and her colleagues."

"Happy 60th birthday to Mrs. * *" and so on.

Prepare such a menu, although it seems a bit wasteful of paper. But its potential effect is immeasurable. In this regard,

I have a deep understanding. One morning in August, 200012000, the author was the assistant manager on duty at the Window View Restaurant of Renaissance Bay View Hotel in Baltimore.

When looking up the reservation record of the day, I noticed that a conference promotion manager of the local conference and tourism bureau reserved a room for two people.

Lunch table. I estimated that this was a working lunch related to their business, so I ordered the hostess to reserve it for them.

A table for two in the bay can be seen from the window. Later, I got in touch with the manager in time and asked about his guests.

The name of. The manager and his female guests arrived at the restaurant at the scheduled time and sat down in our reserved window seats.

The hostess of the restaurant enthusiastically presented the menu we prepared in advance. When the manager and his guests open the menu,

The words "* * * Restaurant wishes Ms. * * a complete success in Bacheng" almost stunned them. The lady was very happy at that time.

He said quietly to the waiter, "I'm so excited." I didn't expect you to prepare this menu specially for me. " Thank you!

"The day after the guests left, the manager of the Convention and Exhibition Tourism Bureau happily called me and said that the lady came yesterday.

He is an exhibition planner who came to Pakistan to choose a site for a large national exhibition. At present, she has decided to set the venue here.

Manager Inch said he would like to thank the hotel restaurant for its excellent service, especially the menu specially prepared for them.

Left a deep impression on his guests.

Of course, you should never forget the children's guests. It doesn't make much money to serve children.

What money, but their parents can bring income to the restaurant. Therefore, the restaurant of Renaissance Baltimore Bay View Hotel not only provides

In addition to the unique adult menu, an exquisite children's menu is also prepared. The food listed on the menu.

And the font is lively, large and convenient.

Children read books. The cover of the menu was designed by the little guests who had eaten in the restaurant. It is lively and lovely. Make children's guests happy

I can't put it down. There is also a children's sports pictorial in the children's menu.

Children, every time a child guest comes down to the restaurant to eat under the guidance of his parents, the waiter will first bring clean food to the little guest.

The clean children's menu makes the children overjoyed.

Third, children's buffet with unique style.

Buffets can be seen in any hotel restaurant, but they are all the same, and there is no innovation. And in China,

In the restaurant of a five-star hotel outside, you can see a unique restaurant at dinner time every Thursday and Friday.

Color children's self-help station. Although there are only 3-4 kinds of food on it, that kind of food is unique.

The unique layout and warm service deeply attract children guests.

Although children's guests are not the main consumers of hotel restaurants, they are also potential guests of restaurants. Especially on weekends, the family.

When people go out to play, they will definitely take care of their children. Eating in a restaurant, if children have fun, parents will certainly have fun.

Consumption. Finally, the children were happy, the parents were happy and the restaurant made money. So as to achieve "three wins".

Personalized service in catering management is far more than the above forms, and there is no ready-made formula to set.

It depends on whether managers and service personnel dare to innovate and whether they are considerate of guests everywhere in practice. Only after understanding the personality

Only by changing the connotation of service can personalized service be in place and worthy of the name.