The best service model for restaurants and hotels

Chapter 17 Appendix Tianmu Lake Hotel Consulting Case (1)
The author serves as the general consultant for the corporate culture construction of Jiangsu Tianmu Lake Hotel (five-star).In the process of serving this company, I deeply felt the care and dedication of Tianmu Lake Hotel to employees and customers, which also practiced the service concept that Tianmu Lake Hotel has always advocated: show beauty, convey love, and create moving .This is to convey the beauty of service to customers, employees and the society in various forms, and to move the customers, employees and even the society with the great love and beauty conveyed, so as to reach the highest level of service.

The following are some case records of Tianmu Lake Hotel caring for employees and touching customers.

The record of caring for employees of Tianmu Lake Hotel in a certain year
Date
recording
1.15
Zhou Jun, an employee of the guest room department, got married, and the company sent a gift money of 1268 yuan

1.19
Wang Fuying, an employee of the guest room department, was seriously injured in a car accident on the way to work. The company specially dispatched the assistant to the chairman, Lu Rongrong, and other management personnel to visit the People's Hospital, and sent 2000 yuan of condolences, fruits, and flowers

1.20
The husband of Qian Xiaoqin, an employee of the guest room department, will be hospitalized again for surgery.Wang Qun, director of the company and executive general manager of the hotel, visited his home and sent 3 yuan in condolences
1.25
The father of Qian Fuping, a PA employee in the guest room department, passed away. The company sent Yan Shun, the manager of the administrative department, and senior management personnel to his home to express condolences and sent a gift worth 700 yuan
1.30
公司资助困难员工钱小琴（1.5万元、员工捐款2600元）、戴震东（8000元，员工捐款2800元、每学年资助两个子女学费2000元）、蒋爱珍（1万元，员工捐款3000元）、许定仙（1万元，员工捐款3000元）
2.2
The father of Chen Xiuying, an employee of the catering department, passed away, and the company sent 600 yuan of condolences
2.3
The husband of Wang Guihong, an employee of the catering department, passed away unfortunately. Shi Guosheng, the chairman of the company, went to his home to express his condolences and sent 2 yuan in condolences
2.6
The company specially sent Li Weiqin, the deputy general manager of the hotel, and other management personnel to Daibu Hospital to visit the kitchen staff Yan Xiangzhen's husband (who had undergone surgery for gallstones), and sent 1000 yuan of condolences and gifts
2.6
Yan Shun, the manager of the administration department, and senior management staff visited Zhuang Lihong (who had undergone surgery for gallstones) at the People's Hospital, and sent 1000 yuan of condolence money and gifts
2.7
Lu Rongrong, assistant to the chairman of the company, and other management personnel went to Wang Qun's home to visit Wang Qun's mother (who was recuperating at home after surgery), and sent 3000 yuan of condolences

2.9
The husband of Jiang Aizhen, an employee of the catering department, was treated in a traditional Chinese medicine hospital due to a fracture in a car accident. The assistant to the chairman of the company Lu Rongrong and other management personnel visited the hospital and sent 1200 yuan of condolences

3.5
The mother of Zhou Jingren, the foreman of the engineering department of Jiangnan Hotel, passed away. Yan Shun, the manager of the hotel's administrative department, and senior management personnel went to Zhou Jingren's home to express condolences and sent gifts worth 1300 yuan

3.5
Executive Chef Qi Shuangxi’s mother was hospitalized for kidney stones in the People’s Hospital, and the company specially dispatched the assistant to the chairman, Lu Rongrong, and other management personnel to visit the People’s Hospital, and sent 3000 yuan in condolences

4.11
The father of Cao Xin from the Finance Department was seriously ill and was hospitalized. Lu Rongrong, the assistant to the chairman, went to visit and express condolences, and sent a condolence money of 2000 yuan

4.21
The company sent Lu Rongrong, assistant to the chairman of the board, and other management personnel to the People's Hospital to visit the laundry room employee Shen Renbin (lung cancer), and sent 2000 yuan of condolences

4.27
The mother of Bi Daoxia, the person in charge of the cold dish room of Biboyuan Hotel, passed away. The company sent deputy general manager Zhu Shuncai and other management personnel to Bi Daoxia's home to express condolences

5.3
Wang Xia, an employee of the guest room department, was hospitalized in the Provincial People's Hospital. The company specially sent the assistant to the chairman, Lu Rongrong, and other management personnel to visit the hospital and sent 5000 yuan of condolences

5.29
Wang Xia, an employee of the guest room department, was seriously ill and recuperated at home. Chairman Shi Guosheng and his wife visited her in person and sent 2 yuan in condolences
5.31
Wang Jun of Biboyuan Hotel was hit by a car, Shi Guosheng, the chairman of the company, visited the hospital in person and sent 2000 yuan of condolences

6.22
The father of Wang Jianan in the front office passed away, and the company sent deputy general manager Pan Hongming and other management personnel to her home to express condolences

7.13
Ren Jinfu, a kitchen employee, suffered a broken arm due to a car accident. The company specially dispatched the assistant to the chairman, Lu Rongrong, and other management personnel to visit the hospital and sent 2000 yuan of condolences

7.14
The mother of Pan Fei, an employee of the guest room department, was recuperating at home after the operation. The company specially sent Lu Rongrong, assistant to the chairman, to visit Pan Fei's home and sent a gift worth 400 yuan
7.14
The father of Huang Jianqin, an employee of the guest room department, had a stroke and was being treated in the People's Hospital. The company specially sent Lu Rongrong, assistant to the chairman, to the hospital and sent a gift worth 400 yuan
7.15
The father of Yan Xiangguo, an employee of the engineering department, died, and the company sent 1200 yuan in condolences

8.1
The father of Wu Jiankun, executive general manager of Biboyuan Hotel, was hospitalized due to a car accident. Chairman Shi Guosheng and his wife visited the hospital in person and sent 2000 yuan of condolences and gifts worth 200 yuan.
8.2
Gan Hefeng, an employee of the administrative department, was recuperating at home after the operation. The company specially dispatched the manager of the administrative department, Yan Shungao, to visit her home and sent gifts of 1000 yuan and 300 yuan.
8.10
The mother of Li Weiqin, the manager of the catering department, suffered a broken leg. Lu Rongrong, the assistant to the chairman of the company, visited the People's Hospital and sent 3000 yuan as condolences

8.14
Zheng Liang, a kitchen employee with appendicitis, underwent an operation in the Hospital of Traditional Chinese Medicine. Lu Rongrong, assistant to the chairman of the company, visited the People’s Hospital and sent 1600 yuan as condolences

10.24
The mother of Qian Yaping, an employee in the kitchen snack room, passed away. The company sent Pan Hongming, the deputy general manager, to his home to express condolences and sent a gift worth 700 yuan
11.3
Xia Fengzhen, an employee of the staff canteen, had a car accident. Lu Rongrong, assistant to the chairman of the company, went to visit and sent 2000 yuan of condolences

11.21
The father of Fu Lu, a cashier in the financial department, was hospitalized due to cerebral embolism. Lu Rongrong, assistant to the chairman of the company, went to visit and sent 2000 yuan of condolences

11.22
After the husband of kitchen staff Yan Jiaqin had a traffic accident, the company sent 1 yuan in condolences
12.27
The mother-in-law of Yang Jiawei, the chef of the Shanghai branch, suffered a head injury and had an operation in the People's Hospital. The company sent Cui Xiaofen, director of human resources department, and other management personnel to the hospital to visit and sent 1 yuan in condolences
Service Records of Engineering Department of Tianmu Lake Hotel
1. Engineering Department: Zheng Junwei

When Zhang Qisheng inspected the central air-conditioning equipment, he found that the water distribution plate of the No. 2 cooling tower was corroded with a large hole.Since the removal of impurities and water treatment need to be operated on this large water tray, there are potential safety hazards, and a replacement application was submitted to me.

The water diversion plate is made of iron plate, it runs with water, and it is outdoors, so corrosion is inevitable.Recall that on May 2011, 5, the water distribution plate of the cooling tower was like this, and the factory was entrusted to replace 1, 2 yuan / piece.At that time, I thought that this thing was not worth the price, and now the opportunity came.Because it is unscientific to use "iron plate + paint" to make a sink, finding a suitable material may solve the problem at one time.In the end, I settled on the Plexiglas material.This material has obvious advantages: no corrosion, good rigidity after thickening, and long life (the No. 2800 cooling tower fan load-bearing bracket is fixed on the FRP, and it has been intact for more than ten years), and the unit price is less than 1 yuan.I started to inquire about where there is a custom-made glass fiber reinforced plastic, and finally chose one and asked the technicians to go to the site to check the price. After that, the price was reduced to 2800 yuan per piece, which was less than half of the manufacturer's price.The engineering department is responsible for the 1200 water diversion holes on the chassis.After being confirmed by Manager Gao and Mr. Pan, the production will start.

It is said that the engineering department is a profit center, and all that is saved is net profit.At present, the electromechanical equipment has begun to enter the aging period. Good maintenance and effective improvement can not only train the team, but also benefit the company for a long time.

2. Engineering Department: Zhang Qisheng

The weather is getting hotter, and mid-April is usually the stage for our refrigeration trial operation and equipment maintenance, and 4 is no exception. At the beginning of April, although the temperature was cold and the air conditioner was still heating at night, I started the inspection and maintenance plan of this system. After being vacant for half a year, the 2012 cooling towers need to be cleaned thoroughly.The quality of cooling water determines the heat exchange rate with the chiller, and of course also affects the operating energy consumption of the unit.Filling, flushing, draining, refilling, dosing, emptying, commissioning, I know these devices like I know my own children, and I want to adjust them to the best condition. A large piece of the cooling tower chassis of No. 4 was rotten due to corrosion, so we can’t call the manufacturer to replace it, right?Since energy saving is everywhere, I put a patch on it. The three chillers are the heart of the entire system and the core equipment to ensure operation.During the trial run, I closely monitored every parameter.Through adjustment, adding liquid, and then adjustment, until the dynamic and static pressures of refrigeration oil and refrigerant, loading and unloading of loads, exhaust temperature and operating current are all qualified.Later, it was found that the No. 3 cooling pump was running too loudly. With the help of two colleagues, it disassembled and replaced the bearings with the help of a lifting hoist... After half a month of maintenance, the cooling trial operation of the central air-conditioning system was successfully completed.Based on the understanding of the equipment, external maintenance costs are saved.Of course, the normal operation of the entire system requires constant monitoring and maintenance. I will keep track and take care of them for a lifetime...

Tianmu Lake Hotel Room Service Records
1. Room Department: He Ying
On June 6, I was on duty on the 12th floor. At around 4:11 noon, the switchboard called 412 on the intercom for online customers to arrive at the store. I put down my work and went to the elevator to guide the customers.As soon as I arrived at the elevator entrance, I saw a family of three getting out of the elevator, so I enthusiastically said to the customer, "It's been a hard journey", and the little girl also said politely: "Hello, auntie." A relaxed greeting brought me and the little girl closer. girl distance.The little girl is very beautiful, and I praised the little girl as I walked: "The little flower on the head is very beautiful, I chose the beautiful princess dress by myself." The little girl was even happier after hearing this.I sent the customer to the guest room and asked the customer if he needed to turn on the air conditioner. The little girl’s mother said, “No, I’m not afraid of heat, and I don’t usually turn on the air conditioner.” After I introduced the guest room’s facilities and equipment, I was about to leave In the guest room, the customer asked me, "What are the interesting places here?" I said, "People in the city like the scenery of nature. Opposite the hotel is the gate of the Shanshui Garden Scenic Area, and a little further away is the Nanshan Bamboo Sea. After lunch, take a rest and then go to the scenic area of ​​Shanshui Garden. You can take a speedboat or cruise. In the morning, the air is nice and cool, and you can go to Nanshan Bamboo Sea to climb mountains.” After listening to my suggestion, the customer said: “That’s it. I asked the little girl, "Do you have any slippers? If not, we can prepare slippers and toothbrush for you." The little girl's mother said, "I really didn't bring any slippers. You are so thoughtful." Let them wait for a while, and the slippers and toothbrush will be delivered to the guest room immediately.When I was about to leave the guest room, I found that the little girl’s mother’s stockings had come off, and I happened to have a spare pair of stockings in my drawer, so I sent the stockings into the guest room together with children’s toothbrush and slippers.When the little girl's mother took the stockings, she said doubtfully, "I don't want stockings!" It seemed that she didn't notice that her stockings were stripped, so I said, "I saw your stockings stripped just now, and I happen to have a pair of stockings." I'll give you the new one." The little girl's mother said gratefully, "If you don't find out, I will make a fool of myself when I go out." She hurriedly paid me.I said: "You're welcome, I'm very happy to help you. If you have other needs, please call extension '8200' or '0', we will serve you at any time." After exiting the room, I closed the door gently .

From the moment customers enter the hotel, we must always pay attention to their needs, serve every detail well, leave a deep impression on customers, let customers remember our thoughtful and attentive service, and most importantly, remember Tianmu Lake Hotel.Start from here with your heart, and start with your emotions. Tianmu Lake Hotel can give customers different emotions and surprises.

(End of this chapter)