What are the characteristics of hotel property management?

A hotel is a place that obtains economic benefits by providing various services to customers. The services provided by the hotel include various tangible services such as guest rooms, restaurants, parking lots, sending and receiving letters, booking air tickets, and intangible services such as warm and thoughtful hotel staff and elegant hotel environment, which determines the uniqueness and particularity of hotel property management. Let's learn about the characteristics of hotel property management.

Feature 1: Perfect service

Although everything is not perfect, hotel property management requires employees to always keep in mind the sense of service and be ready to provide perfect service at any time. The hotel industry belongs to the service industry, and the degree of customers' feelings about hotel services directly reflects the hotel's property management level, and the severity of customers' feelings determines that the hotel must provide perfect property management to win customers' recognition, because an unfriendly look of service personnel may ruin all the good impressions accumulated by customers on the hotel, so the hotel's property management must be improved.

Feature 2: rigidity of site selection.

Hotels are usually located in the prosperous areas of cities, and they often occupy traffic areas. On the one hand, it is convenient for the hotel to receive more customers, on the other hand, it is also convenient for customers to travel and play. Facts have also proved that hotels located in densely populated and convenient transportation areas often have better business.

Feature 3: Unique internal layout.

The internal structure of the hotel needs to consider the reasonable layout of rooms, restaurants and leisure places. These three parts should not affect each other, but also be easy to replace, and the comfort, aesthetics and uniqueness of each part should be considered to attract customers and win their satisfaction.

Feature 4: comprehensive function

Nowadays, hotels are more than just places for customers to eat and sleep. In addition to these two basic services, large hotels will also provide customers with business, fitness, entertainment, shopping, conferences, sports and many other related services. Some also set up special services such as children's recreation room and baby care room, all in order to better meet the needs of customers.

Feature 5: obvious modernity

Hotels attach great importance to the renewal of their own equipment and service concepts, so as not to be eliminated because they can't keep up with the changes of the times. Human beings are naturally curious and like to try early, especially in the rapidly changing modern society. People attach great importance to learning and trying new things. If the hotel blindly does not know how to adapt, it is likely to lose the customer's return rate.

Contents of hotel property management

1, guest reception service

Hotels generally have a front desk or reception desk dedicated to receiving guests. When the guests come, the front desk service personnel should take the initiative to receive them, implement the guests' accommodation, dining or entertainment requirements, and report to the leaders to solve things that are not within their responsibilities. Hotel front desk, business center or service department should also provide guests with various services such as booking air tickets, boat tickets, meeting arrangements, ordering food, delivering food, washing clothes, shopping and so on.

2. Maintenance and management of hotel buildings, equipment and facilities

Hotel building and facilities management. Our main task is to maintain the buildings, equipment and facilities of the hotel. And make necessary renovation and renewal in time, so that the hotel's business activities can be established on the best material basis, and thus the hotel can obtain the highest comprehensive benefits.

In addition to completing the same management tasks as office buildings and other properties, the management of hotel buildings, equipment and facilities should also do the following work in particular:

(1) Ensure energy supply and control energy consumption. It is necessary to ensure the normal operation of hot water, cold water, electricity, heating, gas, air conditioning and other equipment and facilities, but also to effectively control energy consumption and improve various energy-saving measures.

(2) Do a good job in equipment renovation or update. Hotels have high requirements for equipment performance and change quickly.

In summer, if the equipment has not reached the elimination period, it needs to be upgraded in advance, and the property management enterprise should help the hotel to formulate the equipment upgrading plan and put it into practice.

(3) Do a good job in the management of equipment spare parts, and spare parts must be purchased for the vulnerable parts of key equipment, so as to replace them in time and shorten the downtime.

(four) planning the renovation, expansion and construction of buildings. With the change and development of hotel market demand, it is imperative to rebuild, expand and build hotel buildings. The Engineering Equipment Department should actively put forward the plan to the general manager's office of the hotel, and the general manager will make a decision before implementing it.

(5) Do a good job in the maintenance and repair of buildings and their decorations. Hotel building and its decoration are the iconic image of the hotel, which needs to be maintained, and its unique style and style should be maintained to avoid damage.

3. Hotel key management

(1) The key of the guest room door is managed by the front desk. When the guest checks in, the hotel front desk will issue it to the guest and return the key when checking out. If guests lose their keys during their stay, they should fill in the key replacement registration form, which can be configured or replaced only after the front office manager agrees, signs and sends it to the security department for approval.

(2) Hotel employees need to borrow the key of the guest room door temporarily because of their work needs, and must go through the registration and approval procedures and return it on time.

(3) Strictly control the storage and use of "keys". There are generally only two such keys, one of which is the responsibility of the general manager himself. A copy is kept by the security department. The key shall not be used without the approval of the general manager, and the use shall be recorded.

After reading the above introduction, we can clearly see the particularity of hotel property, and I believe everyone has a deeper understanding of hotel property.