Mystery guest in this issue
Zang Xiao'an
Mr. Zang Xiao'an, Chairman of Shenzhen United Jingzhong Business Management Consulting Company and President of Hilton Owners Association, will provide in-depth analysis for owners and guestsThe current situation and future of China's hotel industry
The spirit of service without business is not jian
with the essence of the Chinese hotel industry
There are two interpretations of no business, the first is widely used, derogatory, no business, no business, no treachery, a metaphor for unscrupulous businessmen, the agency is exhausted, stealing and cheating, reminding consumers to be vigilant and stay away! The second kind, the real provenance, no business, no sharp, the tip of the "small lotus only to show the sharp corners", from ancient times, there are two kinds of business, one is the official businessman, sell rice to you, fill the bucket, take a board to scrape, the top is flat, but there is also a private business, that is, private enterprises, in order to compete with the official business, they sell rice, to pile up a sharp on it, it seems to be a little more, so it is called "sharp business". This embodies the spirit of service, which is especially important in the hospitality industry because:The hospitality industry should "start with the end in mind", that is, to create excellent value that exceeds customer expectations, so as to gain reputation, communication and brand influence.
of the hospitality industry
Status quo and problems
In the past few years, there have been many problems in the Chinese hospitality industry, such as:Poor management, deterioration in service quality, poor customer experience, etc. These questions may be blamed on special circumstances during the pandemic, but if these problems persist after the pandemic, we need to look for answers to the deeper causes. In addition, there are problems within some hotel groups, such as the confusion of personnel use and damage to the interests of owners, which reflect the current situation of the hotel industry.
of the hospitality industry
Future directions
For the hotel industry, we need to return to the essence, truly respect the professionalism of the hotel, not be kidnapped by capital, and establish a professional image of the management group. At the same time, we need to bridge the gap between customer expectations and perceptions, and if our services meet or exceed customer expectations, hotels can gain a very good reputation.
Hospitality
Some cases of no business and no treachery
Hopefully, we can find inspiration from some of the cases of non-business and non-adultery in the hotel industry. For example, Carnation, China's largest hotel home textile company, has been doing e-commerce for 6 years, and only one hotel towel can be sold for more than 50,000 yuan a year on its e-commerce platform. This suggestsIf we're guest-centric, there are many ways we can add value to our hotel.
to the service
Understand and expect
The service we look forward to is not just the superficial phenomenon of a hotel room full of fruits, neatly arranged knives and forks, and a beautifully designed room card, butFocus on quality, service, cultural heritage and customer demand satisfaction.
We prefer.
Extend hotel services to the community for out-of-store sales;
We prefer.
The hotel produces private dishes in the mansion;
We prefer.
Let the professional value of the team be more extended.
Conclusion
As China's hospitality industry enters the fourth era, each hotel should find its own personality, not only in design, but also in service. We need to stay put"Old", need to focus, need craftsman spirit. Remember" The present and future of China's hotel industry: from no business to no traitor to back to the basics. ”