Some Key Solutions To Improve Room Service Quality

To affirm its position in the market, Son Nam Hotel has set outgive yourself a business goal that is to improve your competitivenessService quality in all activities such as accommodation, food and beverage, additional services.

Strive to increase annual revenue, next year increase 1.2 to 1.4 times compared to last year.Last year ensured revenue offset costs with profit. Increased room occupancyso that the average capacity reaches over 70%.

Increase average income for workers from 3 million/month.

Comprehensively deploy effective business lines, ensuring correctlaw, effectively exploit services at the hotel.

Clearly identify target markets and potential markets, promote activitiesmarketing action

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Complete additional services, adjust room rates to suitevery time of year

Fostering knowledge and improving professional qualifications for the workforce,Open short-term training courses, send employees to study additional professional skills and communication skillsnext.

Strengthen technical facilities and amenities.

3.1.3. Business strategy

In the business activities of Son Nam - Nam Dinh hotel, the activityAccommodation business brings the largest source of revenue for hotels. Thereforelong-term strategic planning is essential to maintain and develophotel business in general and room service business in particularseparately. The hotel has proposed several strategies as follows:

Concentrate your capital in business by expanding the scopebusiness and develop more new services as well as additional services to increaseattraction to customers

Invest in equipment for the hotel's room area, improveRoom service quality meets the highest standards of comfort and cleanliness.

Build a reasonable price policy, have flexible price policies according toeach stage, each specific time and have a price discrimination policy for each

specific subjects such as preferential prices for companies that sign contracts with hotels andtravel companies

3.2. Some main solutions to improve the quality of room service at

Son Nam Hotel - Nam Dinh

3.2.1. Clearly identify target markets and potential markets, promote activities

marketing

Customer market is an extremely important factor for any business.Any service business needs to pay attention and find the most effective way to exploit it.The products that hotels sell are services such as: Accommodation, food and beverage, some other services.other related additional services. That is why the hotel needs to clearly define the market.your market to see the target market that the hotel wants to exploit and dominateLocated in which region, area, which group of guests does the hotel want to exploit?weak. With the current situation of Son Nam - Nam Dinh hotel, the targetCustomers can be international or domestic, with high and medium spending ability.average, quite high requirements on service quality.

Once you have identified your target market, reaching it is no easy task.The other way is to focus on marketing. Especially in the yearsRecently, many large-scale luxury hotels have appeared, with high competition.That makes market research extremely important.

Besides expanding the existing customer market, the hotel needs to expand further.The market has high paying customers, to achieve that the hotel needs toHave a professional marketing team, from which timely strategies can be developed.to attract the customer market that the hotel is targeting. The hotel needs to increasefurther strengthen advertising through mass media such asthrough travel magazines, the internet, brochures... Find ways to strengthen relationships withloyal customers and travel companies, offering preferential policies to attractattract them to the hotel. At the same time, the hotel should find ways to contact themachines, factories, schools... attract them to consume the hotel's tourism products.on their vacations.

Organizing events, conferences and seminars is one of the additional services.of the hotel. There needs to be marketing strategies to each of these groups so that they

see the amenities and benefits they enjoy when choosing a hotelSon Nam.

Regularly strengthen the work of collecting opinions from customers to be able toknow what product trends they want to use, and can evaluateGet quality products and services, minimize product disadvantagesof ours. Market research also tells us about the competitiveness ofOur hotel compared with hotels of the same scale operating in the area.

Hotels should invest in building websites that are informative and user-friendly.Convenient, through measuring customers in any locality can view informationabout the hotel and convenient for booking.

The staff always approach customers with a friendly smile and attitude.Open, professional style, quick to make a good impression on customersgoods. This is a very effective form of advertising.

Promotional services and customer care attract a lot of attention.Customers create the competitive advantage of the hotel, take care of customers first,During and after service consumption plays a decisive role in its existence.The hotel needs to have special incentives such as giving flowers and gifts along with thehotel brand on birthdays, weddings, major holidays... alsoas long-term guests at the hotel. The attentive care of the guestsThe hotel is the strong bond between the customer and the hotel. This makesfor guests to return to the hotel if given the chance rather than another hotel,This is a pretty effective business strategy.

3.2.2. Improve service quality

Every hotel when it is born has its own standards of service quality.to suit the conditions of each hotel. Service quality creates style.Each hotel's own way, the impression left on each customer is good or badnot much dependent on service quality. The hotel business isthe working of various departments in a hotel to create a productperfect, that's why the departments in the hotel need to have close coordinationtogether to create a perfect product or service. In competitive conditionsAs fierce as it is today, hotels large and small are constantly improving their quality.

quality of service to affirm its position in the minds of customers. HotelsSon Nam is a newly joint stock hotel so the hotel's position is still uncertain.new, that's why hotels need to pay more attention to the issue of improvementimprove and enhance service quality.

Service quality is the result of customers' cumulative evaluation process.based on a comparison of the quality that customers expect with the level of quality thatthey receive. So to know the quality of your service,Hotels need to pay attention to customer opinions, perhaps from written surveys.questionnaires, or listen to direct feedback from customers to employees,as well as the input of management staff. To consider the quality capabilityHow is the service of your hotel, from there find out the weaknesses and mistakesshortcomings, existing problems, advantages and strengths that need to be inherited and promoted.

One of the important criteria to evaluate the quality of serviceis the service attitude of the staff. The waiter is likened to a daughter-in-law of a hundredThey, the service staff have to contact with many different customers every day.with many personalities, interests, professions, ethnicities, religions... Therefore, it requiresStaff must be flexible in service to be able to satisfy even the most demanding customers.the most demanding customers. Department heads always regularly check and monitor the attitudestaff attitude towards customers, to promptly correct and remind, because only needA small mistake also loses professionalism in service style.

Building standards for employee service styleplay an important role in building your brand successfully.in the heart of each customer. Increased service quality will create internal competitive strength.paintings for hotels. Hotel standards must be promptly staffed.grasp and update regularly.

Improving the direct and indirect workforce also improves quality.Hotel services, building the will to consider customers as God, as the centerIn the service process, the customer is always right, and service must satisfy the maximum needs.theirs. So hotel staff need to follow these 10 tips.This:

1. Always keep a smile on your face.

2. Pay attention and appreciate when the customer speaks.

3. Know how to create friendly gestures.

4. Pay attention to customer preferences.

5. Never refuse a customer outright.

6. Always create opportunities for customers to assert themselves.

7. Make them feel important.

8. Must know how to emphasize the emotional connection of customers to get their impression.

9. Never be harsh or angry with customers, but be gentle and kind.

10. Thank you and sorry are the wisest words of a waiter.

Service quality is also reflected in the staff's uniform.Candidates must wear proper attire, neat and clean, with light makeup.gentle, should not wear too much makeup will cause offense to the person opposite.Employees need to remember the habits and preferences of regular customers, so that when they comeUsing the service can see the hotel's concern for you andat the same time to let customers feel expressed.

3.2.3. Raise awareness throughout the hotel of the importance of

improve room service quality

Hotel service quality is one of the extremely important factors in the competition in the hotel service market. In order to attract customers to consume goods and services, today hotels are constantly looking for ways to improve service quality, increase competitiveness in the market and at the same time enhance the prestige and reputation of their business.

Improving service quality requires the cooperation of all departments and divisions in the hotel, and the professional attitude of all employees during the service process. To do that, it is necessary to first raise the awareness of the entire hotel about the importance of service quality for the business's operations.

In our business, we must realize that quality is the most important factor in the survival of the business.

Raising awareness must start with real results. From those results, through analysis, leaders can answer many questions.

- What causes slow revenue growth compared to other businesses of the same size and rank?

- How does room service quality affect revenue?

- What is the customer's opinion about the room quality?

- How satisfied are you with the hotel service?

- Customer expectations and needs.

3.2.4. Focus on the reasonableness between price and room quality

Price always goes with quality, a good product must mean giving upspend a suitable amount of money to get that product. However, the price is different.between hotels.

Room rates are an important factor in determining revenue.of the housekeeping department and is also a factor that creates competition for hotels in the market.market. To determine the most reasonable price for customers without affectingaffect the profit goals of the housekeeping department. Managersusually based on the following factors:

Production cost: Is the amount of money that the hotel spends to buy materials and supplies.and pay employees, depreciation of assets.

Product benefits for customers: What customers get when they buyproduct, does it satisfy customer needs.

Market situation and competitive prices: Hotels need to consider the demand forproducts and services are more or less abundant (due to seasonality) and businesseson the same operating area.

Hotel Objectives: At different times the hotel hasdifferent goals, so the price of the product must also change.for reasonable

Because room service products are perishable and notstorage is not possible . Neither the seller nor the buyer can store the service.

rooms to satisfy future needs. The defects and damages of goods can be repaired because consumers only come into contact with the goods when they are complete. For other service products, if there is only a small error during the service process, even if it is repaired, customers will still have a bad impression of an imperfect product. The process of production and consumption of services in hotels almost overlap in space and time. In other words, hotel products are highly fresh. Therefore, services cannot be stored or preserved in warehouses like goods so that they can be coordinated to suit the demand level.

In the hotel business, the service objects are diverse and rich, from all classes and components, so the service must be highly comprehensive to satisfy the requirements of all customers. Customers' needs are very diverse, their behavior is inconsistent and they always require to be served attentively and wholeheartedly for themselves.

Currently, in Nam Dinh city, there are many hotels springing up.up, businesses not only compete on product quality, labor quality... but also compete on service prices. Many businesses have proactivelylowering product prices to attract customers. So this is considered abig difficulty when in Nam Dinh there are some hotels that have been operating for a long time and haveposition in the market as well as creating goodwill with customers. Therefore, toTo attract more guests to the hotel, in addition to improving product quality,product, setting a reasonable price that is not too different from the general priceThe market is also a matter of concern for hotels. And due to the number of guestsunstable over time of year so prices are more flexible.During the low season, hotels should have discount policies and programs.Promotions to attract guests to the hotel to minimize losses.

Because it has just been acquired for a short time, the hotel's immediate goal is todo everything to penetrate the market, so pricing policy is an issue to note.The price of hotel room service products is determined by the hotel management.proposed. In which the opinion of the department head plays a quite important role. WhenA given price should be tested and adjusted to suit the interests.of the customer and the benefit of the sales department.Room rates are always

are listed and selected by customers according to their ability to pay.me.

Hotels need to pay attention to pricing strategies and promotional programs.major holidays. Hotels need to have a discount strategy to attract guests to theirhotel but still ensure service quality.

3.2.5. Improving professional qualifications and developing human resources

at the hotel room department

a. Professional development

In every hotel business, the human factor plays a particularly important role in providing services and it directly affects the customer's feelings during their consumption process. Satisfying customers is sometimes more important than providing safe and clean rooms for customers. To do so, hotel staff must pay special attention to customers, must have foresight to anticipate customers' needs. Investing in people to improve the quality of room service is a direct investment to complete the quality of service at the hotel.

People are an important factor in completing the hotel's service products. Therefore, the hotel has a clear distribution of functions and main tasks to each department. However, hotel staff must understand the work in the hotel to be able to answer any questions that customers ask . The management work is carried out by staff relatively closely, accurately and closely following the program . All hotel staff from managers to employees providing specific services to guests. Everything they do and what they say affects the perception of hotel services in general and the quality of room service in particular.

The attitude of the staff is one of the factors that create a civilized service. If we want to improve the civilized service, we must improve the service skills and attitude of the staff towards customers. Before starting work, the hotel staff are thoroughly trained in both service skills and attitude: Always smile and be friendly with guests, and do not speak loudly in the hotel.

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