Hotel service standards should be built on the principle that "guests should be accepted as they would like to live in the proposed conditions." There are public and unwritten criteria, compliance with which ensures the effectiveness of the quality management system. Generally accepted standards are a set of procedures that are carried out by staff every day, which helps to meet the needs of visitors.
Success depends on compliance
Knowing the standards of quality of service at the hotel allows us to anticipate the potential needs of each person, no matter what country he is from. The success of the commercial side of this business depends on the desire of its owners and their skills to anticipate the wishes of customers in terms of comfort and realize them at a decent level.
For the high quality of the reception of guests, the general hotel service standards are developed and constantly improved, which meet the requirements of national and international character. They should be flexible, reflect the concept of the enterprise and the wishes of a larger percentage of potential customers. The standards include not only the high-tech side of interaction with guests, but also the individual approach of each employee in communicating with visitors, as well as a personal assessment of their attitude to their responsibilities.
Unsuccessful approach
Obviously losing activities may be organized due to non-compliance or poor implementation of hotel service quality standards. This is quite common. The reason is the poor service, and not the lack of expensive equipment or artsy interiors. Each institution should have its own list of standards, which describes in detail:
- How to behave staff with guests.
- What appearance should employees have.
- What subtleties of the technological process to pay attention to.
- At what level should staff speak foreign languages.
- Understanding the existing concept of the institution and adhering to the structural hierarchy.
The working staff should not exude negative emotions, it is the friendly and pleasant atmosphere that creates the first impression, which is remembered more than the subsequent establishment of mutual contact. A guest who is psychologically comfortable will definitely return to their chosen place.
Selected concept
Customer service standards in corporate hotels are considered to be higher than those of independent similar institutions. This is due to the fact that customers try to stay in the hotels of the chain where they already had a positive experience. Therefore, a high level of quality must be maintained in every institution of the system. Residents in this case are attracted by predictability.
To ensure that the level of services does not decline, the hotels of the network provide training programs designed to highlight the significance of corporate standards against the general background. The leaders of the hotel chains place emphasis on the sociability of the staff, on its politeness, neat appearance, and socialization of personality.
Success lies in control
The development of hotel service standards depends on the concept of the institution, on the category and target audience. The emphasis is on quality service, regardless of whether the client first visited the hotel or this is his tenth visit. For complete control over the fulfillment of the responsibilities of each segment individually, it is recommended to develop professional standards (for managers alone, for maids - others).
Each unit of the complex should provide services defined by the rules, deviation from which cannot be possible under any circumstances ("bad" waiters or administrators, security guards or drivers are unacceptable, everyone must work at the same high level). This approach, when every employee included in the hotel business system understands the importance of adhering to standards, guarantees a consistently high rate of quality supply.
World-class
In order to remain an institution where guests will want to return, it is necessary to follow generally accepted international standards of hotel service. These stereotypes include:
- Minimum time spent on maintenance (willingness to offer guests assistance at any time of the day, fulfilling a guest’s request immediately, without delaying another time, resolving conflict situations before handing over the room key to the client).
- Accuracy in informing (providing complete data on the order, execution as soon as possible of each appeal before resolving the subject of discussion).
- To be one step ahead of the guest’s wishes (skill to anticipate needs, adequate attitude to the special wishes of customers, quick fulfillment of requirements).
- Communication skills (start communication first with a polite greeting, use the words "gentleman" or "sir", smile and look the visitor in the eye, apologize for the inconvenience).
- Vigilance and concentration (visually show that each visitor cannot be unnoticed), attentiveness and observation of the details of the situation.
Clean and tidy
The international standards of service in the hotel pay a lot of attention to the appearance of employees: clothing, hairstyle, hygiene. The shape should be clean and tidy. If the institution has a rule according to which employees are required to wear the same uniform, then this should be followed by everyone, without exception. The name badge, on which the surname, name and position of the employee are clearly visible, is attached to the left. Shirts and jackets are always fastened, pockets are empty (should not distort the shape), socks are dark, shoes are closed.
The hygiene of employees is high. Female hair should not touch the edge of the collar, which is achieved by their collection in a tail or bun. For men, the rules are similar. Their hair should be clean, combed or collected so that they do not reach the shirt and do not stand out against the general background.
Protective hats are provided for kitchen workers. Members of the stronger sex are allowed to wear a mustache that is no more than 12.5 mm from the corners of the mouth. The beard is banned. The nails of all team members, regardless of gender, should be clean, well-groomed, neutral in color. Of the jewelry, a wedding ring is allowed, and for women, additionally modest earrings.
The nature of the staff
The developers of the standards of service in a 5-star hotel, the service of which focuses on providing a high level of comfort, set as their goal to direct employees of a particular institution to the unquestioning implementation of the following rules:
- Compliance with corporate ethics in relation to any data related to the hotel and guest.
- Knowledge of general information about the hotel (opening hours, location of bars, restaurants, rooms).
- Adequate and patient attitude to customer complaints.
- Fulfillment of obligations to maintain order in the institution, the ability to find an approach to aggressive personalities, to have the skills to solve problems on their own, without shifting responsibility to others.
- Efficient guest service.
The last point often depends on the correct organizational approach of the leader. According to guest service standards, the number of employees in a hotel should correspond to the number of potential guests who need continuous high-quality service. To achieve ideal proportions, there are the following recommendations for the number of employees (based on 10 numbers):
- 5 * - 20 people
- 4 * - 12 people
- 3 * - 8 people
- 2 * - 6 people
HR policy
In the hotel business, all employees can be divided into 3 groups:
- Management (administrator, supervisor, department head).
- Supporting the functioning of the hotel at a technical level (engineers, technicians, warehouse workers).
- Staff working with guests (porters, maids, porter).
The professionalism of these workers has a great influence on quality management. The boss must be sure of the availability of the necessary qualifications of each subordinate, as well as his skills to perform the job properly.
Hotel service standards include general staff requirements:
- Initiative.
- Enthusiasm.
- Quick adaptation.
- Friendliness and mutual understanding with colleagues.
- Friendly communication with customers.
- Responsibility.
- Discipline.
- Neat appearance.
- Skills and abilities to fulfill their responsibilities.
- Stress resistance.
- The ability to get things done.
- Knowledge of foreign language.
Organizational structure
The hotel business is not only a well-selected staff with perfectly developed skills, but also a team with established relationships between employees and employees of structural departments. This rule applies to any type of hotel service standard.
The coordination structure of management creates thoughtful plans for the organization, implementation and control of the work of all full-time employees. This approach is the key to success. Its absence inhibits the efficiency of the entire institution, regardless of the competence of managers.
Multistage process
Hotel service and quality of service are a complex matter, where each element is important, starting with the needs of the client, ending with the delivery of the rooms to them. Without understanding the importance of each employee in the process of building the most comfortable service, it is impossible to develop company standards of service in a hotel. Initially, it is necessary to assess the available labor resources and potential needs of customers. After that, you can take on the development of a plan to meet them. In this case, it is necessary to take into account the number of employees who will be involved in solving a specific issue.
Concierge and Butler Responsibilities
Staff recruitment is an important moment at the stage of building a successful business. It is worthwhile to figure out which positions to select candidates for and which vacancies imply the performance of related duties.
The definitions of “butler” and “concierge” are familiar to everyone. Some people think that they are similar in terms of functional responsibilities. But there are differences in the responsibilities of these employees:
- Schedule (the concierge has no obligation to work in the evening and at night).
- In European-style hotels, there are 20 butlers at 230 rooms. The Russian version of the situation looks different. In our country, hotels with 230 rooms require only 5 concierges.
- The skills of the butler are focused on internal issues, the concierge is on help with the outside of the subject of discussion (excursions, tickets, restaurants).
Modern technologies
Hotel service standards are not without the mandatory use of technology, which increases the loyalty of guests. Hospitality is a competition between institutions. To win the “round” or the entire “duel”, each year the owners and their assistants develop plans to attract new visitors and retain regular customers. They are provided with technically equipped conference rooms, free Internet, transfer to the hotel, sightseeing tours, taxis, room service, a maid call with the click of a button. These and other ideas increase the chances that new guests will become regular customers. The more guests of the hotel complex, the more it is necessary to activate additional services, the quality and quantity of which will stand out against similar institutions.
Tourism
Every year, the owners of a successful hotel business strive to develop it so that there are even more customers. The most profitable service is tourism. It is recommended to open such a branch of commerce if the hotel has at least 100 rooms. If this figure is less, the best way is to conclude a bilateral agreement with a travel company, which will give 20% of the profit from each transaction. If a large-scale tourism business cannot be organized, it is recommended to start with sightseeing tours of the city. Taxi is another option to expand the service. If you conclude a contract with a taxi company, then everyone will benefit from such a union.