In recent years, the five words "personalized service" have become almost a mantra in the service industry, especially in the hotel industry, which is recognized by the industry.But many people do not really understand the meaning or put it into practice.
Misunderstanding of the hotel's personalized service
The basic concept of personal service is to provide customers with differentiated services with personal characteristics, so that the customers who receive the service have a sense of pride and satisfaction and thus gain the high recognition of customers.The hotel's personalized service is the result of service companies adapting and accepting increasing competition.
While no one would admit that personalized service is a premium service for some important guests, many hotels actually do. Some hotels embroider names on the pajamas of guests who have been here more than 10 times, stamp the guest's name on the envelopes and letterheads of the rooms, place a large plate of fruit in the VIP lounge and are equipped with personal computers.All this, thinking it's a personalized service, but it's not.
While no one publicly admits that personalization refers only to innovations in the hardware environment, some hotels actually do. If some hotels remove the ashtrays in the rooms, they believe that this room becomes a non-smoking room. (The real non-smoking room is when the sign is placed smoking is not allowed during the decoration. Because people do not smoke, the most sensitive is not if someone smokes now, but that no one has ever smoked in this room).
The practice of individual hotels is even more outrageous. Domestic guests and foreign guests are housed on different floors. The reason is that the quality of domestic visitors is poor (in fact, foreign consumers are only more mature than domestic consumers). can damage hardware installations. Such so-called personalized services are detrimental to the promotion of the corporate image.
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