For a hotel or restaurant business to be perfect, there must be a coordinated, united and harmonious coordination between departments. Departments need to support each other to form a unified entity aiming to bring satisfaction to customers. In addition, the quality of restaurant service also depends on the following factors:
- Competitors: If your restaurant and your competitors sell the same products and services, your restaurant's service quality must be better and have more advantages than your competitors, to retain old customers and attract more new customers to increase business revenue.
- Service standards: Includes standards that help improve the service process and measure the service quality of the restaurant, such as standards on service staff, hygiene standards, menu standards, etc.
- Resolve customer complaints:
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During the service process, the restaurant will certainly receive various complaints from customers. From there, the restaurant will find out the reasons why customers are not satisfied, and at the same time overcome weaknesses to improve the service, bringing better service to customers.
Through the information in the above article, CET hopes to bring you useful and applicable knowledge to help your restaurant business achieve the best results.
4.3. Some lessons learned that can be applied to hotel business in Vietnam
Serving according to demand : Unlike what many people think, hotels are opened in the form of taking advantage of unused space in the house, many empty rooms, but when deciding to invest in a hotel, investors need to plan and build a clear business idea, carefully calculate the design. The difference between hotel room space and room
Housing is the area and system of works, auxiliary equipment equipped in the room. If a spacious, airy space is the ideal space for a house, on the contrary, for motels and hotels, each room only needs to have a sufficient area.
There are many risks : When choosing to invest in hotels, investors not only encounter difficulties in forming and developing ideas, many also fall into ridiculous situations from customers. When first starting this job, an investor shared that lack of experience in hotel investment, poor management skills caused many ridiculous situations... In addition to embarrassing situations, hotel owners also encounter many risks during operations. These are cases where guests rent rooms to commit illegal acts such as injecting drugs, using drugs, living in groups that violate ethics... Therefore, to minimize unfortunate risks, hotel security guards will intervene promptly with professional skills to prevent illegal acts in rooms that show signs of abnormality. In addition, motels also regularly coordinate with authorities, police forces, and public security to promptly notify and detect suspicious cases in order to have the best solutions to ensure safe business operations.
How to calculate room rates :
To determine the rental price of a room, investors need to base on the following factors: Interior amenities, Location of the hotel, General price level of the area you live in, the hotel business you intend to run, must research and analyze initial customer demand, room prices can fluctuate according to different seasons,...
Hire staff:
The issue of considering hiring more staff for your hotel depends on the room capacity you achieve, the size of the hotel and the number of guests staying, business services, etc.
In addition to tasks such as cleaning rooms, restaurants, etc., you will need additional Marketing staff to promote the hotel's image, etc., thereby building a professional working environment, which is also a catalyst to create friendliness for customers.
Investing and upgrading hotel facilities, infrastructure and amenities
In the hotel business, hotel infrastructure and amenities play an extremely important role because they directly affect the customer experience. Even though your budget may not be much, you still need to focus on investing and regularly upgrading the hotel's basic amenities such as: blankets, sheets, pillows, mattresses, towels... Choose soft materials to bring a feeling of comfort to customers. Besides, do not forget to upgrade the Wi-Fi connection to increase the hotel's internet speed. In today's era, the internet and smartphones have become indispensable for customers. Imagine how annoying your customers will feel when they cannot access Facebook to download the photos they spent all day taking.
Expand the services the hotel offers
Gone are the days when hotels were only used to meet the needs of customers. Modern customers are becoming more demanding when staying at hotels. Therefore, hotels need to expand the services they provide such as: Weddings, meetings, spas, gyms, car rentals, etc. This also helps hotels increase revenue in addition to room sales.
Register to sell rooms on OTA channels
There is no denying that for the majority of hotels, OTAs remain an important source of bookings. According to research, 76% of bookings
rooms today come from OTA channels. That number is enough to show the important role of these channels. Therefore, you should not turn your back on OTA channels. Learn to live with them. A common difficulty that hotels often encounter when selling rooms on OTA channels is manually updating room availability. This is a very time-consuming and laborious task, and is also very prone to errors. Just not updating in time can also lead to overbooking, causing the hotel to be fined. Therefore, you should invest in a distribution channel management system. With the feature of automatically updating the number of available rooms in real time, you will no longer have to worry about overbooking. Specifically, every time a booking comes in, the system will automatically deduct the current number of available rooms, then post rooms for sale on all channels with the updated number of available rooms.
Hotel website development
Although OTA is an effective room sales channel, you will have to pay a large commission fee. Therefore, over-reliance on OTA channels can reduce hotel profits. To avoid this situation, hotels should build their own website. This not only helps to enhance the professional image of the hotel but also allows guests to book rooms directly with the hotel. However, you need to integrate an online booking tool (Booking Engine) so that customers can book and pay directly on it.
Using hotel management software
In the current era of Industry 4.0, the application of technology to hotel management and business activities has become an indispensable need. That is the reason why many hotels have used hotel management software. More and more hotels are using management software.
Professional software will help increase employee productivity, for example, helping them check-in, check-out... quickly and accurately.
more accurate. That will bring satisfaction to customers, while enhancing the professional image of the hotel. In addition, a hotel management software also has many other features such as room management, report management, email marketing... to help hotel management and business become simpler and more effective.
Above are lessons on management experience, hotel and tourism business drawn to best develop hotel and tourism business activities to avoid unfortunate failures and risks.
4.4. Some lessons learned for myself when doing a graduation internship abroad
Professional skills, service attitude
- Communication skills
For a student who is doing an internship in a hotel restaurant as well as in tourism, the first job is to have communication skills, because the nature of the job is to contact and guide tourists directly to the place that you are guiding them to, above all, communication skills will help the waiter respond to unexpected situations in the fastest, most effective and most stable way. To have these skills, first of all, you need to have good professional knowledge and then self-confidence, you will become a waiter, a professional tour guide if you know that communication is the first basic necessity to succeed in this field.
- Emotional mastery skills
As a waiter or tour guide, your job is like “serving a hundred families”, you must always be happy, open, and comfortable to serve tourists best. You must always be calm in all situations, no matter what happens, you must maintain a polite attitude towards tourists. You must make tourists feel secure and comfortable when
accompany you. This is a necessary soft skill that you must always try to cultivate to succeed in this job.
- Observation skills
This may sound normal, but it is actually a very important skill. Observation is not just about looking, but about “capturing” – seeing and taking in what. Communication is not always done through spoken language, but often through a gesture, a look, a frown, or a pout, etc. If you are a good observer, you will see dozens of faces with different expressions, you will be able to “measure” the emotional index of the customer, which will help you adjust your behavior to change the customer’s emotions in a more positive direction.
- Know how to organize
Events and organizations taking place in hotels are often planned specifically in terms of location, time, etc. to demonstrate the professionalism of those working in the service and tourism industries and to make it more convenient for the staff. But that doesn't mean you should just follow the plan. Not every trip will go as smoothly as you want, there will be small problems with time or changes in some issues that force you to be flexible and respond quickly so that visitors and customers don't have to wait too long.
- Foreign language skills
In the current integration period, all young people should maintain their foreign language skills to become modern and civilized young people, and of course tourism students are indispensable. In the current integration and development period, Vietnam tourism has been developing, foreign visitors know more about our country with many attractive tourist destinations, so to become a professional service worker you need to improve your foreign language skills because foreign language is the most basic factor for the service and tourism industry.
- Improvisation/situational handling skills
No matter how well planned and perfect, the actual journey does not always go as smoothly as expected – especially when it comes to situations that affect human life. Therefore, improvisation skills or “quick response” skills will help tour guides always be in control of the situation when unexpected risks occur.
Teamwork skills
- For individuals, to work well in a team, each individual must understand the goal, participate wholeheartedly, aim to conquer the goal, be dedicated and sincere, even though you are still very unfamiliar with each other. Be willing to commit to playing together, sacrifice your personal ego and participate in the work process according to the assigned work, as well as try to complete your tasks, work happily and seriously according to the team leader's orders.
- In groups, everyone should participate actively, listen and learn, present and speak up as well as argue during the discussion. Self-conclude, take notes, be cheerful and sincere, serious at work, safe and protect teammates. Think positively, dare to do, be open-minded, accept things different from yourself and be punctual.
- When working in a group, you should not be passive, indifferent, speak one-sidedly without accepting, or be silent and say nothing, only object but not argue. Besides, you should not just wait for someone to read to you to take notes, be perfunctory, joke around and be unserious in your work, be insecure and care about yourself, then think passively, be afraid of being wrong, think that you are the only one right and work in a disorganized way.
- For a group to work well as a team, communication must be good. We must also clearly understand our tasks and missions. We must choose the right team leader to lead us. All activities
The movement needs to be organized, needs to discuss fairly and receive contributions.
Discipline at work
- Comply with the rules and regulations of the agency or unit, maintain office culture, working hours, etc.
- Comply with the organization's assignment (Director, Department Head, Manager...), perform tasks, work...
- Honesty, awareness of maintaining internal solidarity; Awareness of self-criticism and criticism, and organization building.
- Spirit of coordination in performing assigned work.
- Spirit of learning, training to improve qualifications, professional skills, foreign languages, and information technology.
- Moral qualities, lifestyle, working style and manners:
- must be honest in everything.
- Customer service spirit and attitude (dedicated to work, not arrogant, causing trouble or difficulty for the organization or colleagues to perform their duties).
Other skills…
- Public speaking skills
One of the important tasks of service providers and tour guides is to convey information to tourists. A good service provider or tour guide must not only grasp the psychology of tourists, but also be familiar with presentation skills and must create inspiration in your presentations. If you simply convey information in a monotonous tone that "lulls" the prepared content, it will only bring boredom to tourists....