The most touching and appealing spot of a hotel is not its high-rise building or classy facilities but its thoughtful services. The key of the competition among hotels lies in feature. The core of feature is brand. The guarantee of brand is superior services. So in customer services, careful, patient and thoughtful services are required. In addition, such services should be delivered timely so that customers can receive blessings on festivals, gifts on birthdays, discount for long-term stay and help for their troubles. All in all, many measures should be taken to ensure the positive growth of brand. That’s why people say money is limited while service is unlimited. The development of a hotel must be based on quality services.
Development of hotel
With the continuous development of the Chinese economy and the increasingly improved living standard, the travel industry and business industry have shown corresponding growth. In this case, the competition among hotels also becomes fiercer and the hotel industry has entered an era full of challenges. However, when the entire hotel industry is advancing ceaselessly with unstoppable upgrade of facilities and expansion of scale, the difference in service quality of hotels at the same level has become an important factor for customers’ choosing a hotel. To a greater extent, the competition among hotels is manifested by service quality competition. The key of improving service quality lies in improving employees’ service awareness.
Lan Kwai Fong Hotel in Hong Kong is a business hotel, mainly serving businessmen and their commercial activities. This kind of customers has an especially high requirement on hotel’s geographical position that hotel must be close to city proper or central downtown area. The quantity of its customers normally is not influenced by seasons. It has complete facilities and perfect service functions.
Lan Kwai Fong Hotel is the sole boutique hotel designed and decorated in a way with Chinese characteristics. It offers various noble and comfortable rooms and suites, telephones allowing you to make international calls, free disposable toiletries, bathing and nursing products, slippers, hair dryers, saves, mini-bars, free bottled water, wrappers, non-smoking rooms, coffee machines/tea set, players, indoor toilets, indoor bathrooms, and shower. In addition, it offers thoughtful superior star-rated services. By simply pressing the “We Care” button designed for 24-hour one-stop services, you can enjoy the hotel services tailored to your personal needs. Hotel rooms are provided with coffee machines. In order to arouse customers’ sense of touch, hotel suites are equipped with foot massage machines.
Likewise, with the rapid economic development of our country and increasingly improved per capita living standard, people are pursuing greater enjoyment and comfort. That’s why apartment hotel has unlimited developing room. Such kind of hotels has apartment-like privacy and living atmosphere in addition to the environment and services of upscale hotel. So it won the attention and favor by a group of customers as soon as it appeared.
Eaton House in Hong Kong can be classified as long-stay hotel. This kind of serviced apartment is pretty much like home, providing long-time board and lodging services for tenants. Such hotels have many customers, mostly designed with a home structure mainly featuring suites. They offer free WiFi, gym, washing service, dedicated luggage clerks, room facilities (such as disposable toiletries, electric kettles, slippers, hair dryers and electric water heaters) and kitchen facilities (just inform servant if you need any kitchen ware). Apartment hotels are usually intended to provide much more flexible tenancy services for long/short-term travelers. Their excellent services are intended to offer home-like comfort to long-term travelers temporarily living in Hong Kong or short-term ones for enjoying leisure. These hotels are a wise choice for various travelers.
Destination resort hotel mainly serves customers on vacation, mostly locating itself on tropical sandbeach or in mountain forest. People would fly for several or over ten hours to such resorts to spend their vacation and usually check in local resort hotels. Their stay usually lasts one week or two, during which they basically do not jump to another hotel. In a few villa resort hotels, some customers are not even willing to walk out of their villas because what they want is the serenity, privacy, delicious foods, sunlight and beach here.
Concerto Inn is situated at Hung Shing Yeh Beach in Lamma Island, Hong Kong. It is a resort hotel providing serenity. It overlooks tropical garden and ocean, offering free WiFi and a dining hall.
Reception counter is the first reception division of a hotel and the first division influencing and serving customers. Basically, a hotel’s efficiency and profit generation start here.
前台的工作主要分成接待及客房销售，登记入住，退房及费用结算，客人 答疑及服务要求处理，电话转接，TAXI外叫服务及飞机票订票业务。另外前台作为客人直接接触的部门，所以客人的很多要求并不会直接向楼层服务员提出，而 是选择他们最先接触的部门――前台，因此前台还要作为整个酒店的协调中心进行工作。
Reception work is mainly divided into customer reception & room sales, check-in registration, checking out & cost settlement, customer’s Q&A and service requirement handling, call transfer, taxi calling service and plane ticket booking. In addition, as the division directly contacted by customers, reception counter also serves as a coordination center of a hotel because customers usually tell reception counter (instead of floor attendants) their needs.
In a hotel, receptionists and room attendants are most closely related. Their disharmony or mistake in work would directly lead to customer complaints. Room’s unacceptable sanitation quality, incomplete room facilities or unqualified receptionist’s service attitude leading to customer complaints don’t count as closely related work between both leading to the same.
For a hotel, the most important is lodging and services. The Room Division is responsible for production and turnover of room commodities as well as for organizing reception services. Attendants play a very important role for a hotel because their service level directly influences hotel’s economic and social benefits. The Room Division consists of different service bodies assuming different duties.
The Room Division mainly focuses on managing all hotel rooms and speeding up turnover of these rooms by organizing reception services. This division undertakes most customer services during customer’s stay, which involve cleaning, supply consumption control, equipment repair & maintenance and other services of hotel rooms and public floor areas. Room services and management level directly influence a hotel’s reputation and room sales and thus cost consumption and economic benefit.
The Room Service Center is provided with watchmen, drape sheeting receivers & distributors and perhaps coordinators. It is an information center of the Room Division, responsible for unified scheduling of customer services, correctly displaying room use status, lost property claiming, distributing room supplies, managing floor keys and contacting & coordinating of other divisions.
The Housekeeping Division is mainly in charge of room services. Each floor consists of various types of rooms and has a working room for facilitating attendants’ work. Floor attendants are responsible for the safety of all hotel rooms, floor corridor duty counters and all floors, replacement of room supplies, simple repair & maintenance of facilities, and providing necessary services for customers.
The Steward Division is mainly responsible for lobby (antechamber) sanitation, washing room sanitation, cleaning & washing of public floor areas, carpet washing, cleaning of glass & marble, cleaning and maintenance of facilities and handicrafts in order to allow them to meet relevant sanitation criteria.
The Washing Division is mainly in charge of collecting and washing hotel’s drape sheeting, customer clothing and workers’ clothing, providing high-quality washing and ironing services for customers and hotel. This division is intended to offer convenience to customers.
Organization of services is intended to provide convenient and comfortable services for hotel customers. However, the management of a hotel should first focus on customers and seriously bear in mind their interests from the perspectives of supply equipment, management philosophy and quality management.
Administrative steward, floor supervisor and room attendant in the Room Division of a hotel have the following duties:
Administrative steward is a housekeeping supervisor directly subordinate to the Room Division, responsible for the operation of customer rooms, public areas and uniform rooms and washing rooms. He/she is supposed to help the Human Resources Division to determine divisional structure and get familiar with all divisional post takers in order to better help check the working methods and procedures of all areas. His/her duty is to provide a safe and normalized environment for customers and hotel and maintain a high cleaning standard and perfect tasks designated by hotel in order to ensure a safe and serene environment and better services for customers.
Floor supervisor is in charge of organizing and arranging cleaning of rooms and public areas, supervising, training and assessing subordinate employees’ performing cleaning and services according to relevant criteria and procedures, gathering room attendants to convoke regular meeting every morning, ensuring clean rooms and intact facilities, meeting customers’ service needs, managing room supplies, and helping engineers repair rooms and public areas.
Foreman of the Room Division is supposed to have a good working attitude, knowing how to use all facilities in rooms and the functions and duties of each hotel division so that various problems and difficulties raised by customers can be solved timely through coordination. Having a certain coordination ability is the basic requirement of the service industry.
The foreman should also train subordinates and assess their performance on a regular basis. This way hotel quality can be continuously improved.
Only full cooperation between reception counter and the Room Division can yield twice the result with half the effort. When a customer enters a hotel, he/she is given hotel advertisement followed by receptionist promise and reception and then efficient catering services delivered by room attendants. Room attendants as room operators should cooperate with receptionists without doubt, and receptionists should have an in-depth knowledge of room features and defects. Learning from each other and conducting frequent communications have advantages outweighing disadvantages.
In addition to knowing hotel organization, we must know what work site safety is because this directly influences hotel customers. Driven by the development of the market economy, the hotel industry is making increasingly bigger reform steps that financing, acquisition and capital operation have become important ways that a hotel expands its business scope and improves its competitive strength. Facing a more and more complex competition environment, a hotel needs to focus on improving its capacity and level preventing and neutralizing legal risks, and strive for and reinforce service advantages by establishing improved rules and regulations according to law, enhancing internal management, and flexibly applying various legal risk control means such as decision supporting, contract management, intellectual property management and case dispute management.
Establishing legal systems for hotels has become the objective requirement for hotel’s healthy development, protection of customers’ rights and settlement of disputes. The roles of establishing improved hotel-oriented legal systems include:
(1) Hotel law is the guideline for restricting the behaviors of both hotel and customers. The role of hotel law as code of conduct is first manifested by its clarification of rights and obligations guidelines and some specific requirements of both hotel and customers. It is a caliper measuring whether the contracts and behaviors of both parties are legally valid, able to facilitate both parties’ operation and consumption within the legally allowable scope.
(2) Hotel law is the guarantee of the rights and interests of both parties. Another role of hotel law is manifested by its providing legal guarantee for hotel and customers by clarifying the rights and obligations of the two. It provides judging standard for settling hotel-related legal disputes and is a strong backing ensuring legal performance of contract and protection of legal rights and interests of both hotel and customers.
(3) Hotel law is a powerful means that can be used by operator to manage hotel. Hotel’s employee recruitment and management, control of catering service quality, provision of fire control facilities, and public security management should be governed by law so as to normalize the operations of the hotel management at various levels, allowing the legal relationships between employees and managers and between managers themselves to have rules to follow and thus minimize the possibility of conflicts.
(4) Hotel law is the basis for national authority’s administrative management and macroeconomic control. During the development of the hotel industry in our country, economic policies and administrative means played their roles in terms of hotel star rating, hotel establishment application and approval, etc., but their limitations have appeared gradually. As a portion of legal system construction, hotel’s microscopic business activities and national macroeconomic control policies for hotels must take law as the criterion.
All in all, the existence of external and internal legal risk factors of a hotel leads to legal risks with its business activities. As long as hotel can adopt scientific preventive measures, its legal risks can be minimized and benefits maximized to facilitate its healthy development. The guiding ideology of the hotel industry legislation in China is to strengthen the management of domestic hotel industry, normalize its business activities, improve its service quality and level, protecting the legal rights and interests of its managers and customers and maintain its operation order.
Facing increasingly fierce competition, hotel managers should carefully consider countermeasures, starting with own actual situation and striving to be innovative and realistic.
Hotel management requires study of new situations, settlement of new problems and summarization of new lessons, which are the basic training of hotel managers. They should start with existing objective reality and specific situations, adhere to effective ways of thinking and boldly put forward new opinions to gradually build hotel brand in their work and create premium services. To sum up, hotel management should be equipped with an boutique awareness, a highly responsible quality awareness and a management spirit featuring scientific rigor.
1.汤卫松，王旭东，徐峰 ．酒店法律与法规 ：浙江大学出版社 ，2010 ．
1. Tang Weisong, Wang Xudong, Xu Feng. Hotel Laws and Regulations. Zhejiang University Press. 2010.
2. Lawyer Wang Dengchu’s blog http://blog.sina.com.cn/dengchu2008
3. China paper website http://www.xzbu.com/