Summer survey social survey report about hotel

The hotel is an important part of our tourism industry. The quality of hotel service is the lifeline of the hotel. To improve the service quality of the hotel, the key is to improve the basic quality of the hotel staff's civility and courtesy. Paying attention to civility and courtesy not only reflects the basic attitude of hotel staff to guests, but also reflects the spiritual civilization and national culture of a country. On the individual level, it is a measure of the level of morality and the quality of cultivation. Therefore, hotel staff must attach great importance to the study and cultivation of the courtesy and courtesy of the hotel service, and all the famous restaurants are inseparable from the service of the highest.

Each hotel has several positions, and the requirements for each position are different. After investigation, the various positions of the hotel mainly include halls, main desks, guest rooms, restaurants, bars, shopping malls, recreation, etc., and there are small in each position. The composition of the post, for example, the post of the staff in the hall has the door to be received, the gatekeeper, the bellman, the ladder receiver, the lobby cleaner, the restroom waiter, etc. Among these service personnel, there are many courtesy etiquettes that everyone should abide by. For example, the main responsibility of the gatekeepers is to be responsible for the door-to-door guest's door to welcome the work, to be full of energy in the service, and to be enthusiastic and enthusiastic. To greet every customer who enters and exits the hotel, the main responsibility of the gatekeeper is to be responsible for the security of the gate and the surrounding area, as well as the vehicle command and the reception of the visitors. The gatekeeper plays a very important role for the hotel. The safe and quiet life of the hotel is inseparable from the security guards. There are other waiters on the job, each of which has different responsibilities, but they all bring convenience to the entire hotel and bring prosperity to the hotel.

The general service desk of the hotel is the "window" of the hotel, and the "nerve center" of the hotel management. It is also the place where the shoppers enter and leave the store. Therefore, whether they can give the guests a "home away from home" The sense of feeling and the departure from the time of "the guest to think back" depends to a large extent on the service quality of the general service desk. Therefore, the total station service is the central point of the overall hotel economy and reputation.

The service staff of the main station service include receptionists, informants, reservations, checkouts, foreign currency exchangers, business center waiters and operators. The receptionist plays a big role in the service of the main station. When you receive the guests, you must not only handle one, but also receive the other, and call the latter one. This principle must also serve every guest with enthusiasm. When the hotel is full, we must actively recommend the hotel to other hotels, and when receiving a guest, we must carefully save the archives of the guests, in order to serve the next time, only in the targeted service, only In this way, the customer will be exclusive to the hotel. Of course, the feeling of being “home away from home” and “passing away from home” is inseparable from the service personnel in each position in the hotel.

As a hotel, there will be rooms, and the rooms are mainly the rest places of the guests. The quality of the rooms is related to the mood of the in-house guests. It is very important to provide guests with a warm, comfortable, quiet and safe living atmosphere. According to the custom of the in-house guests, for example, the Koreans are more than happy, so to prepare a room for Korean guests, it is necessary to avoid the double room. In addition, the room prepared for the guest should check all the facilities before the guest has lived in order to avoid unnecessary loss and misunderstanding.

The restaurant is an important part of the restaurant. It is the main place for guests to eat. It is also one of the most economical and flexible departments in the hotel. Its service feature is that the waiter provides the opposite service directly to the guests. Long time, a lot of demand, in order to meet the different needs of guests, we must make delicious dishes, so that the guests are satisfied.

In addition, the hotel can do a good job, but also can not be separated from a major factor: smile. The ancients said: "There is no smile and no shop." A smile can win a full business and generate the greatest economic benefits. Therefore, it can be said that the laughter is a magic weapon for a restaurant, the success of the company.

So far, there are quite a few restaurants in the city, and there are also many famous ones, such as Fuzhou Hotel, West Lake Hotel, etc. They are famous, I think it is inseparable from the quality service of every employee in the hotel. of.

Finally, I wish the city's restaurants and restaurants a thriving and new contribution to our tourism industry.

Tourism Market Status Survey Report

Author: Chen Yi

In the past 20 years of reform and opening up, China's tourism industry has made great progress and achieved a historic leap from a large tourism resource country to a large Asian tourism country. From the income of domestic tourism, the 14-year data from 1985 to 1998 shows that, except for 1989, the growth rate of two sides and three knives has been maintained for 13 years. In 1999, there were 27 million overnight visitors, and the number of foreign tourists reached 8.4 million, an increase of 18% over 1998. It is 13% higher than the highest in 1997. The foreign exchange income of international tourism can exceed 14 billion US dollars. The annual growth rate is about 12%. Achieving the “Ninth Five-Year Plan” indicator ahead of schedule, domestic tourism is booming and has a good momentum. The annual number of domestic tourists is expected to reach 710 million, and the domestic tourism income exceeds 280 billion yuan, which has stimulated domestic demand. Active market and the role of the economy, the national and international tourism can exceed 400 billion yuan, an increase of about 17% over 1998.

The World Tourism Organization expects that the international tourism industry will continue to be promising. In the 21st century, tourism will become the world's number one industry. By 2001, the number of tourists worldwide will reach 1.5 billion, and the total revenue will reach 2 trillion US dollars. According to the World Tourism Organization's survey report, the status of tourism as an economic pillar will not change, whether it is an industrialized country or a developing country. Take this year, the tourism industry has continued to maintain rapid growth since last year, driven by a series of new tourism products such as holiday tourism. According to statistics, the increase in inbound tourism revenue has been maintained for five consecutive quarters since the first quarter of 2001. At 14% or more, tourism earned foreign exchange increased by 17% over the same period of the previous year, and the growth rate increased by nearly 9 percentage points. In terms of domestic tourism, due to the active efforts of tourism enterprises and the extension of holidays, the market scale continues to expand, and preliminary forecasts from the tourism sector, this year nationwide The number of "May 1st" travels was around 46 million, and the number of people traveling abroad was 100,000, which exceeded the number of the Spring Festival this year and the National Day last year. Among them, the number of outbound tourists during the "May 1" period in Beijing reached 1.78 million. Nearly 3 million tourists. All the tourist hotlines and major scenic spots in the country are full, and tourists are woven. Even the relatively light spots in the western part of Ningxia Shapotou are extremely hot.

Although the market prospects are very attractive, there are serious problems in our tourism industry. This is mainly reflected in: First, the tourism infrastructure is relatively weak; secondly, there are more than 6,000 travel agencies nationwide, but the scale of the company is small, the management is scattered, the system is not live, the marketing methods are lagging behind, the technical support and the network level are low, the market Not standardized, the vast majority of travel agencies are "small workshops" management methods, only a few employees, the quality of service is low, these travel agencies are subordinate to different industries and departments, the relationship is complex, the national travel, the youth travel and the Chinese travel The backbone travel agency also only accounts for 30% of the market share; once again, product innovation is insufficient, small travel agencies do not have the ability to develop new products, big travel agencies have no incentives for innovation, and finally, in the absence of product innovation, the current tourism market competition is Single price competition, this is a low-level vicious disorderly competition. The vicious price competition ultimately leads to the loss of industry interests and the decline in the quality of service consumers should enjoy.

The only way to change this market situation is product innovation, investing in the future. For companies, you need to consider changing the product innovation cycle. In the traditional business model, the product is provided based on physical outlets in a peer-to-peer fashion. Under this circumstance, the market demand is scattered, it is difficult to produce scale effect, which restricts the development and promotion of new products, and also prolongs the product innovation cycle and promotes the sales cycle. I think the Internet offers the potential to change the cycle of product innovation, mainly because the Internet can focus on demand and quickly analyze and react to demand. Concentrated demand can produce scale effects, so that demand can be expressed at one level, and at the same time, the company can generate new marketing methods, realize the development of new products and rapidly promote sales.

After joining the WTO, the tourism industry will be released, and a large number of foreign companies will break into the Chinese tourism market. China's travel agencies will face more intense competition. First of all, it will further intensify the competition among the travel agency enterprises in the source market where the source market is in the buyer's market, so that the travel agency enterprises that have already operated meager profit will be worse. Secondly, foreign-invested travel agencies have many advantages and advantages, which will attract the talents of existing travel agencies. The travel agency industry will be “polarized” and some travel agencies may be squeezed out of the market. Third, foreign tourism companies are far superior to domestic companies in terms of economic strength, operational mechanism, and personnel quality. Some domestic domestic companies are weak, mechanisms are backward, and operations are scattered. Travel agencies with no features will face elimination. . Fourth, foreign travel agencies can implement one-stop services for overseas customers, in order to monopolize all profits, and the difficulty of domestic travel agencies in overseas delegations will increase. Finally, the high development of foreign tourism e-commerce is far from the development of e-commerce in domestic tourism. Therefore, relying solely on the traditional products and marketing and business methods of current travel agencies, it will be unable to cope with the competition of foreign companies. It is necessary to develop e-commerce as soon as possible, change the original mode of operation, develop new products, and improve the quality of personnel.