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What are the hotel’s hardware facilities and software facilities?
The hotel’s hardware facilities:
1. Architectural design. The architectural style, facility decoration, and overall lighting project in the hotel industry must be coordinated with the hotel's grade. This is the material basis for the hotel to provide services to customers. The hotel's geographical location, exterior decoration and other hardware facilities are complete and intact, which directly affects the quality of customer demand and consumption level.
2. Internal environment. The lights and colors in the hotel should be soft, such as vibrant colors represented by orange, which can induce guests' appetite, create a warm environment, coordinate with the overall dining environment, and enhance customers' comfort and pleasure.
3. Special supporting facilities. Unique supporting facilities will add a shining touch to the hotel's services.
For example, the Hilton Hotel has opened a natural hot spring sauna, transporting hot spring water from mountain streams hundreds of kilometers away to the highest floor of the hotel. The honor and luxury enjoyment attracts guests with high consumption needs. The special supporting facilities are aimed at meeting the special needs of customers and creating a high-end customer market.
The hotel's software facilities
The software service level in the hotel is an intangible product. Guests can only feel the existence of the service when they settle in the hotel for consumption.
1. Staff quality. Since hotel service work involves direct contact between employees and customers, and face-to-face service is its main form, the basic quality of employees also has a great impact on service quality. The success of the hotel industry depends on the hotel's employees after the hardware construction is completed.
2. Service quality management system. Quality is the eternal theme of all enterprises, and quality management is also a management in which all employees participate. Today, in order to improve the quality system, many hotel industries have achieved ISO9001 quality system certification and pursue perfect service quality with the national standard system.
3. Corporate culture and development philosophy. An excellent hotel must have its own innovative and healthy corporate culture and development philosophy. Shangri-La Hotel is a well-known hotel brand in China. Their service slogan is: sincere and simple, polite, gentle and courteous, helpful, and surprising to guests.
Extended information:
Reference methods for hotel management:
1. Develop a management system that conforms to the actual situation of the hotel enterprise. Set up the system for each link according to the actual situation, with appropriate thickness, combination of traditional and simple, and easy to understand. In order to allow all employees to truly appreciate the recognition, every system must be formulated with employee suggestions and opinions to facilitate implementation.
2. The management principle is determined as "hierarchical management". The management is only responsible for the next level, and the subordinates are only responsible to their direct superiors. Other non-direct instructions are regarded as work suggestions and can be adopted according to the expected results. This eliminates "cross-level command" and ensures that the company has "politics and people" and free speech.
3. Formulate and clearly announce promotion methods for hotel management personnel. Clarify the conditions and standards for managers at all levels and positions, and select them from within on the merits of vacant positions. Foreign personnel must be introduced, and excellent old employees must be retained and reused.
4. Shape the “4H” corporate culture. The "4H" spirit consists of harmony, strength, harmony, and beauty. "Unite" and "joint force" require all employees to unify their thoughts, unite to assist, and work together. "Harmony" means harmony between superiors and subordinates, harmony between employees, and harmony with customers; "harmony" is the goal, and we use everyone's wisdom to create harmony between ourselves and our customers.
Reference source: Baidu Encyclopedia-Classification and Rating of Tourist Hotel Stars
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