Sang Xiaoyu listened to Bai Zichun's first training class.
She was attracted by her novel ideas and realized how single-minded and ignorant the so-called warm service she had been advocating was.
Bai Zichun's training starts from human psychology, talking about the different mentality of different customers, what kind of comfortable attitude should be used to deal with different groups of people, and how to be neither humble nor overbearing, and not to give people the feeling of flattery.
Not only that, Bai Zichun also talked about the customer's adaptability to the hotel environment, that is, every detail is taken to the extreme.
The class lasted for nearly an hour, and Sang Xiaoyu could see the excitement and sense of belonging on the faces of the students, and Sang Xiaoyu herself felt that she had gained a lot.
Sang Xiaoyu accepted some of Bai Zichun's constructive suggestions without thinking, which made Song Yue even more angry.
Sang Xiaoyu dragged Song Yue to attend the class. Song Yue was particularly repulsive, but Sang Xiaoyu pushed her hard. She felt that Song Yue was actually like herself, living within the inherent concepts.
really.
After Song Yue listened to the first class, he was impressed by Bai Zichun, saying that she was worthy of being a newly graduated professional-level college student, and his resistance to her became weaker and weaker.
Until one day, Song Yue said sincerely that he was falling behind and wanted to resign and leave.
Sang Xiaoyu had a serious heart-to-heart talk with her, saying that if you are outdated, you should not only learn, but also that traditional things cannot be eliminated entirely, and the old and new must be combined. Your role is huge in the hotel. If you are willing to stay, you can give
They serve as a warning, don't go too far, and be comfortable, as long as you don't confront young people like them.
Song Yue said he would go back and think about it.
Sang Xiaoyu promoted Bai Zichun's position to the best position in management, and the salary was the same as Song Yue's. Song Yue felt very unhappy, but she secretly looked for a few hotels and found that the treatment was not as good as what Sang Xiaoyu gave her.
Modern hotel management, because it has been injected with the advanced modern consumption consciousness of college students, has impacted the prosperity of the hotel industry by storm.
That pearl emerald white jade soup, after continuous polishing, has taken on a new life, and the price has also increased from more than three hundred to four hundred and eighty...
There is still an endless stream of people coming to ask for this soup. In Sang Xiaoyu's words, some people are addicted to it and will panic if they don't drink it for a few days.
There is a big boss who wants a cup of soup every day, rain or shine.
Sang Xiaoyu has long had people supply two pots of soup every day, but sometimes the supply still exceeds demand.
Several larger hotels even come to visit and study, hoping to learn advanced concepts, but Sang Xiaoyu greets them with a smile, but is business-like, and you get nothing but superficial knowledge.
Except for some small hotels that are still content with the status quo, other hotels like Sang Xiaoyu have begun to make drastic changes.
Song Yue felt more and more that she was behind the times and no longer had the courage she had when she applied for Sang Xiaoyu Hotel, so she gave up and continued to be the vice president of the hotel. However, she had less time to object to these new college students.
.
Sang Xiaoyu really admires these young people. They are all energetic and have to do something every day.
For example, Bai Zichun.
She not only trains students, but also proposes the concept of family packages, which means that if hotel managers bring friends and relatives to dine at the hotel, they will receive a 20% discount.
The prerequisite is that it must be reviewed. If you use the original resources for your own use, you will be expelled directly without any reason. However, if you are really a member of a family and friends group, you will be given a 20% discount, and you will have to give up one
Give the discount to the waiter and count it as a reward.
Once the family package was launched, both waiters and managers rushed to bring people they knew to the hotel. The first was to show off their personal connections, and the second was to get rewards.
Bai Zichun also made statistics on the family package information. Once a cumulative goal is reached, the rewards will increase exponentially.
Sang Xiaoyu immediately agreed and started implementing it.
There are more and more customers in the hotel, and sales are booming.
Another college student proposed a system for finding faults in the hotel, that is, everyone can raise problems in the current management of the hotel, and then submit them to see if they are of value. Once they are of value, they will be rewarded immediately.
It ranges from the hardware facilities of the hotel to the behavior and etiquette of the waiters.
When the college student reported to Sang Xiaoyu, Sang Xiaoyu heard a key word: details.
If character determines destiny, then details are the main reason that determines success or failure.
As soon as this activity was launched, all the problems on the front line were immediately reported. Some people said that the girls in charge of the reception on the first floor were not a big problem, but it was different on the second floor. It was fine if there were guests, but when there were no guests, they liked to be adults.
We chat in pairs and especially like to gossip about the guests in the hotel.
Others say that some basic facilities are not perfect, logistics staff are delayed, and some need to be urged several times to solve the problem.
Sang Xiaoyu asked me to give an example.
This person said that for example, at table No. 88 on the second floor, there was a problem with two chairs, and the paint on the brackets behind them had all peeled off. However, he had complained many times, but no one had done anything about it. Guests had complained more than once, saying that it was an eyesore.
Sang Xiaoyu immediately proposed that all the chairs should be replaced. If one or two were defective, it meant that there was a quality problem in all the chairs. This would be done as soon as the meeting was over.
What's more, once such a matter is raised, if the logistics support personnel dare to shirk it again, the bonus will be deducted immediately, and the deducted part will be added to the person who raised the opinion.
After raising the issue this time, it was resolved immediately. Also, some waiters often used swear words, which was also reported. Anyway, it was a lot of big and small things.
Sang Xiaoyu greedily collected all the information, even if it was a small gain, she felt like a treasure.
Sang Xiaoyu let Song Yue make the final decision and asked her to relax her limits so that people would feel that her rational suggestions could be fully recognized.
Rewards ranging from tens to hundreds of yuan began to be distributed, and people put forward more and more opinions and suggestions, and Song Yue took care of them.
At a regular meeting, Song Yue said that the things he proposed at the beginning were all very good, but later he started to find faults. For example, some people forgot to flush the water in the bathroom, and some people stole toilet paper from the bathroom...
If these things cannot be determined, don't make a fuss out of them. We must focus on matters related to the development of the hotel. As for conflicts and disputes between people, they do not fall into this category.
Sang Xiaoyu said to Song Yue afterwards, saying that your role played a huge role at this time, which means you can retract and release freely. Sang Xiaoyu also promised that starting from next month, Song Yue's salary will be adjusted and raised by one.
Thousand yuan.
Song Yue gained great satisfaction.
The one thousand yuan may not be that important. What is important is that she needs to distance herself from certain people. Even if it is only one thousand yuan, it will be a different kind of recognition.