A Study Of The Power Hotel Service Process Optimization Based On The Theory Of Lean Service

In this paper,combining the theory of lean service and service process optimization theory,the analysis about the present situation of Power Hotel service process,from two aspects of the internal environment and external environment to find Power Hotel in the current situation of service process,and combining with the steps and effect of Power Hotel service process optimization,to find the specific optimization measures,and the optimization effect is evaluated,and promoted the implementation of Power Hotel service process optimization.Hotel service in use process,from the internal work processes to the hotel outside of the service process.Previous hotel process management is to achieve some specific,flexible management goals and need a series of steps and actions.Usually work process can be divided into hotel management process,management process and service process.For the hotel,service process means that customers enjoy by the hotel at each step,and link the sum of a series of service for the customers.Power Hotel can establish its own special service process,and set good process usually will not be questioned and change.Therefore,if the hotel process optimizes,can produce a lot of service quality problem,also from the hotel service problems on the process itself.Hotels have their own special link,when the customer leave the hotel,to patient rounds of the living room,the link is trivial,need after checking out customer checkout,and then by the front desk attendant to inform the housekeeping department staff live in the room to the customer a detailed inspection,wait for the outcome of the inspection,determine the living room without any problems later,can give the customer to check.Guest checkout usually experience a long wait,this is due to the housekeeping needs to have certain testing time.So,a lot of customers to be off the bill on the hotel's service,formed a lot of negative emotions,directly affect the hotel evaluation in the eyes of customers.After using lean management means,part of the hotel shall practice a system of check-out from patient rounds,checkout process optimization,is for the hotel service is to simplify the process,respectively from the guests check out room,front desk staff asked if customers in living room extra spending,and then according to the guests self-reported situation can proceed to the checkout.Lean managementcan represent the hotel to the customer's fully trust;can decrease the loss of operating department authorization to the customer.Through lean management process optimization can improve the speed of check-out checkout,improve service,so as to fundamentally improve the customer satisfaction.