1.细节服务概述1.1细节服务的含义和特点1.2“100-1=0”理论

1. Summary details of the service <br>the meaning and details of the service features 1.1 <br>Theoretical Overview 1.2 "100-1 = 0" <br>1.3 details the importance of service <br>2. Hotel details service applications <br>2.1 Environmental Facilities <br>2.2 quality of staff <br>2.2.1 etiquette <br>2.2.2 grooming <br>2.3 language Arts <br>2.4 behavior <br>2.5 Special services <br>2.5.1 of children <br>2.5.2 respect the elderly <br>2.5.3 persons with disabilities <br>3. inadequate hotel details service <br>3.1 hotel aspects <br>3.1.1 lack of corporate culture <br>3.1.2 lack of quality staff, hiring too many intern <br>3.2 staff aspects <br>3.2.1 details of the service are not innovative, too formalized <br>3.2.2 lack of coordination among various departments <br>3.2.3 mishandling customer complaints <br>4. the details of the service to improve the hotel's recommendation <br>4.1 hotel aspects <br>4.1.1 enterprises enhance employee awareness and increase training courses <br>4.1.2 improve coordination between different departments hotels <br>4.1.3 establish service quality management system <br>4.2 staff aspects <br>4.2.1 improve employee job satisfaction <br>4.2.2 build employee incentives <br>4.3 customers aspects of <br>customer psychology consumer demand careful attention 4.3.1 <br>4.3.2 careful handling customer complaints

1. Details service overview<br>1.1 Details of the meaning and characteristics of the service<br>1.2 Overview of the theory of "100-1-0"<br>1.3 The importance of detail services<br>2.Hotel Details Service App<br>2.1 Environmental facilities<br>2.2 Quality of employees<br>2.2.1 Etiquette<br>2.2.2 Instrument<br>2.3 Language Art<br>2.4 Behavior<br>2.5 Featured Services<br>2.5.1 Children<br>2.5.2 The elderly<br>2.5.3 Disability<br>3. Hotel details service deficiencies<br>3.1 Hotel<br>3.1.1 Lack of corporate culture<br>3.1.2 Insufficient staff quality and over-hire interns<br>3.2 Employees<br>3.2.1 Detail services are not innovative and too formal<br>3.2.2 Inadequate sectoral collaboration<br>3.2.3 Customer complaints mishandled<br>4. Suggestions for improving hotel details<br>4.1 Hotel<br>4.1.1 Increase employee awareness and increase training courses<br>4.1.2 Improving coordination between different departments of the hotel<br>4.1.3 Establishing a service quality management system<br>4.2 Employees<br>4.2.1 Improving employee job satisfaction<br>4.2.2 Establish ingress employee reward mechanism<br>4.3 Customer aspects<br>4.3.1 Pay careful attention to customer's psychological consumption demand<br>4.3.2 Handling customer complaints carefully

1. Detailed service overview<br>1.1 meaning and characteristics of detail service<br>1.2 overview of "100-1 = 0" theory<br>1.3 importance of detail services<br>2. Hotel detail service application<br>2.1 environmental facilities<br>2.2 staff quality<br>2.2.1 etiquette<br>2.2.2 appearance<br>2.3 language art<br>2.4 behavior<br>2.5 featured services<br>2.5.1 children<br>2.5.2 the elderly<br>2.5.3 disabled persons<br>3. Lack of hotel detail service<br>3.1 Hotel<br>3.1.1 lack of corporate culture<br>3.1.2 insufficient quality of employees and excessive employment of interns<br>3.2 employees<br>3.2.1 detail service is not innovative and too formal<br>3.2.2 insufficient department cooperation<br>3.2.3 improper handling of customer complaints<br>4. Suggestions for improving hotel detail service<br>4.1 Hotel<br>4.1.1 enhance employees' corporate awareness and increase training courses<br>4.1.2 improve the coordination between different departments of the hotel<br>4.1.3 establish service quality management system<br>4.2 employees<br>4.2.1 improve employee job satisfaction<br>4.2.2 establish employee reward mechanism<br>4.3 customers<br>4.3.1 pay close attention to customers' psychological consumption demand<br>4.3.2 handle customer complaints carefully