Hotel Star Service Training

Author: Editorial Committee of "Star Service Training for the Service Industry" Series
Publisher:
Publishing Date: 2005-05-01
Features: With the development of China's tourism industry, star-rated hotels can be described as blooming everywhere. However, the issuance of the new star-rated hotel evaluation standards— "Classification and Evaluation of Star-Rated Tourist Hotels"—has led many hotels with the "hardware" meeting the standards to fail the selection due to non-compliance with the "software"—service quality. The competition in the hotel market has also become increasingly fierce, and travelers are placing greater emphasis on service when choosing hotels. As the "hardware" levels of hotels continue to converge, service quality and staff competence, the "software," have become the focal point of competition in the hotel industry. Training is the foundation for building the "software" of hotels. Through training, staff competence, work efficiency, dedication, and professional ethics can be improved, and the ability to learn continuously can be cultivated. Only in this way can the overall optimization goals of hotels be achieved with a human-centered approach, can the needs of intensive management be met, and can they remain invincible in fierce competition. This book takes the "software"—standardizing and enhancing service—as its starting point, gathering a group of hotel management elites and service professionals with rich theoretical knowledge and practical experience to participate in planning and review. Focusing on the needs and activity patterns of guests during their stay, as well as hotel reception and service activities, this systematic star service training textbook is designed based on international standardized management principles and methods, as well as the requirements of the new star-rated hotel evaluation standards— "Classification and Evaluation of Star-Rated Tourist Hotels." It aims to lay the foundation for star service in hotels and achieve the expected star-rated evaluation standards. The book covers topics such as service staff's job awareness, basic etiquette, front desk service processes and skills, butler service processes and skills, room service processes and skills, catering service processes and skills, sales and public relations service processes and skills, shopping mall service processes and skills, health and leisure service processes and skills, and hotel safety management and prevention. The book is comprehensive and systematic, with content that progresses from simple to complex and is highly practical, making it an excellent training textbook for enhancing star service skills in hotels.