Employees are also hotel products: the symbiotic relationship between employees and service quality

I. New Perception of Hotel Products In the hotel industry, hotel products in the traditional sense are often defined as tangible facilities, such as comfortable beds, clean bathrooms, complete equipment, etc., as well as intangible services, such as attentive room service, tasty food and beverage services, etc. However, with the development of the times and the ever-changing needs of customers, people have gradually become a crucial part of hotel products. Guests in the process of staying in the hotel, and staff contact is the most frequent and direct. A warm attitude, thoughtful service staff, can let the guests in the first time to feel the quality of the hotel and care. For example, when the guest steps into the hotel lobby, the front desk staff of a smile, a cordial greeting, can give the guest a good first impression. During the guest's stay, the room service staff's careful organization and timely response to the guest's needs, and the catering service staff's professional recommendation and quality service can make the guest feel the hotel's heart and quality.

According to relevant data, in the hotel evaluation, about 70% of the guests will mention the staff's service attitude and professional level. This shows that guests judge the overall quality of the hotel through their contact with the staff. A hotel committed to providing high-quality service is bound to emphasize staff training and management to improve staff satisfaction and skill level. Only when employees are satisfied can they meet the needs of guests with a more positive attitude and professional service, thus enhancing guest satisfaction. Therefore, people, as part of the hotel product, play a pivotal role in the operation and development of the hotel. Investors and managers of the hotel should fully realize this, strengthen the training and management of employees, improve the service level and work attitude of employees, and provide guests with better quality hotel products. Second, the key impact of staff on service quality (a) attitude and skills determine the level of service staff good working attitude and high skill level is the key to provide services that make guests satisfied. Warm and friendly attitude can make guests feel at home, professional and meticulous service can meet the various needs of guests. For example, the hotel staff to greet guests with a warm smile, take the initiative to carry luggage for the guests, guide to the room, pay attention to the details of the service process, and meet the special requirements of the guests in a timely manner, all of which can enhance the satisfaction of the guests.

On the contrary, if the staff's attitude is indifferent and their skills are not skillful, it may lead to guests' dissatisfaction and even affect the image of the hotel. According to my experience in the hotel project experience, the guest's satisfaction with the service and the staff's attitude and skill level is positively correlated, when the staff has a good attitude and high skills, the guest's satisfaction can be increased by more than 50%.

(ii) Employee satisfaction shapes service quality Employee satisfaction plays a vital role in hotel service quality. Highly satisfied employees will show higher motivation and creativity in their work, so as to provide better service. Employee satisfaction directly affects job performance. Satisfied employees are more willing to devote themselves to their work and strive to provide better services to guests, improving service efficiency and quality. Second, employee satisfaction affects loyalty. Satisfied employees are more likely to stay working in the hotel for a long time, reducing employee turnover. A stable workforce helps to maintain the consistency and stability of service and improve the overall service quality of the hotel. According to the statistics of a well-known international brand management company, for every 10% increase in employee satisfaction, guest satisfaction can be increased by about 5%. (C) work intensity affects the service effect of employees working too hard may lead to a series of problems. On the one hand, too much work intensity is easy to make staff fatigue, service quality decline. Prolonged high-intensity work will make employees physically and mentally exhausted, unable to maintain a good working condition, and may lead to problems such as untimely service and poor attitude. On the other hand, too much work intensity may lead to employee turnover. Employees who have been under high-intensity work for a long time are prone to stress and dissatisfaction, and thus choose to leave their jobs. Prolonged high-intensity work can lead to physical fatigue and mental stress, which in turn affects the quality of life. Even eye fatigue, cervical spine pain, obesity, heart disease, high blood pressure and other health problems may occur, and also cause anxiety, depression and other psychological problems. The hotel should rationalize the work intensity of the staff, to avoid prolonged overload, in order to ensure the stability of service quality and staff.

Third, the importance of treating employees well (a) methods to improve employee satisfaction Reasonable arrangement of work intensity is one of the keys to improve employee satisfaction. The hotel can ensure that employees have enough rest time through a scientific scheduling system to avoid long hours of continuous work. People are not machines, is a living organism with feelings and emotions, long hours of continuous work will lead to emotional depression or even confrontation, seriously affecting the quality of service. At the same time, the hotel should also pay attention to the workload of the staff, to avoid the allocation of too many tasks lead to excessive pressure on the staff. Provide a good working environment is also an important way to enhance employee satisfaction. The hotel can provide employees with comfortable office facilities and rest areas, and ensure the health and safety of the workplace. In addition, it is important to create a positive and harmonious working atmosphere. The hotel can organize a variety of team activities to promote communication and cooperation among employees and enhance team cohesion. For example, outdoor development activities and staff birthday parties are held regularly to let employees feel the care and warmth of the hotel. (ii) The strategy of cultivating excellent employees Training is an important means of cultivating excellent employees. The hotel can provide comprehensive training courses for employees, including professional skills training, service awareness training, communication skills training and so on. Through training, employees can continuously improve their ability and quality to better serve guests. For example, professional trainers are invited to conduct etiquette training for employees to improve their service level and image. Incentive is also an effective way to cultivate excellent employees. The hotel can set up a variety of incentive mechanisms to recognize and reward employees with excellent performance. For example, the establishment of monthly excellent employee awards, annual best service awards, etc., to motivate employees to work actively. At the same time, the hotel can also provide promotion opportunities for employees, so that employees can see their career development prospects. According to statistics, hotels with a clear promotion mechanism have higher employee motivation and loyalty. (C) Establishment of a harmonious hotel culture The establishment of an employee-centered harmonious hotel culture can enhance the sense of belonging and loyalty of employees. The hotel can guide employees to establish a correct work attitude and professional concepts by formulating clear values and codes of conduct. At the same time, the hotel can also strengthen the communication and exchange with employees, understand the needs and ideas of employees, and solve the problems and difficulties of employees in a timely manner. For example, the hotel can regularly organize staff forums to listen to the views and suggestions of employees, so that employees can participate in the hotel's management and decision-making. In addition, the hotel can also carry out a variety of cultural activities, such as arts and cultural competitions, sports competitions, etc., to enrich the spare time life of employees and enhance their teamwork and cooperative spirit. By establishing a harmonious hotel culture, the hotel can attract and retain more excellent staff to provide guests with better service. Fourth, look to the future in the future development of the hotel, the importance of the staff as a key component of the hotel product will become more and more prominent. The hotel must continue to pay attention to the role of employees in all aspects, and constantly improve the quality of service in order to achieve sustainable development. With the increasingly fierce competition in the market, hotels must rely on quality service if they want to stand out among many competitors. And quality service cannot be separated from the active participation and hard work of employees. The hotel should continue to increase the investment in staff welfare and training, according to the industry development trend to provide staff recognized wages and benefits, and at the same time, according to the changes in guest demand, timely update of the training content, to ensure that employees always master the most advanced service skills and knowledge. At the same time, the hotel should also focus on staff career development planning. Provide employees with broad promotion space and development opportunities, so that employees can see their future prospects in the hotel. You can establish a perfect internal promotion mechanism to encourage employees to realize their career goals through hard work and continuous learning. According to relevant statistics, hotels with a clear career development plan, staff loyalty and work motivation is higher, and service quality is also more secure. In addition, the hotel should actively create a good working atmosphere and corporate culture. A positive, united and collaborative work atmosphere can stimulate the enthusiasm and creativity of employees. The hotel can organize a variety of team building activities, cultural activities, etc., to enhance communication and exchange between employees, and cultivate the spirit of teamwork among employees. For example, the organization of staff talent contests, volunteer activities, etc., so that employees can fully demonstrate their talent and love after work, and enhance the sense of belonging and honor of employees. Only by continuing to pay attention to the importance of employees in the hotel product, continuously improving employee satisfaction, skill level and work attitude, and reasonably arranging the work intensity of employees, can the hotel provide guests with better quality services and realize the sustainable development of the hotel.In the future development road, the hotel should always adhere to the “people-oriented” management concept, the staff as the hotel's most valuable asset, and staff to grow and progress together.