The best service model for restaurants and hotels

Chapter 1 Preface
In recent years, I have found that many domestic service industries, and even some manufacturing industries, are learning from Haidilao, a catering company, trying to explore and learn its service concept, management model, and corporate culture.

In the catering and hotel industry, Yum!, the catering group with the largest restaurant network in the world, was the first to propose learning from Haidilao.At that time, there were more than 200 Chinese regional managers of Yum! Brands, all of whom flocked to Haidilao's Beijing Mudanyuan store to visit and study.As a result, many local companies have also begun to learn from Haidilao.

What exactly did you learn from Haidilao? In 2011, with this kind of thinking in mind, I wrote the book "Secrets of Haidilao".This book not only discusses Haidilao's management model, profit model, and service model in depth, but also interprets the root of its success from Haidilao's corporate culture.

In the process of training and management consulting, I found that many entrepreneurs in the catering and hotel industry often call on their employees to learn from excellent catering and hotel companies, but what they often learn is superficial skills: when they see others giving customers glasses cloth, they also make a glasses cloth ;When they see other people shining shoes for customers, they also shine shoes; when they see others doing manicures for women, they also do manicures at the door... If you learn from others and just copy them blindly, then you can only be a follower , but unable to become the industry leader.

Therefore, as an entrepreneur in the catering and hotel industry, or a leader in other industries, when actively training and learning, you must know in your heart what is the core of your learning from excellent companies.We must see the essence through the phenomenon, and understand the successful model of an excellent enterprise through the surface form.

Looking at the excellent catering and hotel companies that have done well in China, it is not difficult to find that most of them have the same service model, and they all use the best service to win employees, customers and markets.In these enterprises, employees are not passive and sabotage, and leave as soon as they say they leave, as is common in ordinary enterprises. Customers are not full of complaints and do not want to come back, and managers are not helpless and busy all day long.Summarizing the service models of these excellent companies, I found that the service objects are not only external customers, but also internal employees; more importantly, serving employees well is the prerequisite for serving customers well.Because the company has satisfied employees, there are satisfied customers, and profits can be retained.For example: Jiangsu Liyang Tianmu Lake Hotel, Qingdao Seaview Garden Hotel, Haidilao and other catering and hotel companies not only truly understand the essence of the best service, but also strive to provide customers with satisfactory service.

What is the best service model for restaurants and hotels?In this book, I will combine the service models of Jiangsu Liyang Tianmu Lake Hotel, Qingdao Seaview Garden Hotel, Haidilao and other excellent catering and hotel companies, focusing on two core contents: First, the premise of hotel service is to respect employees.I believe that only by serving the employees well can the employees serve the customers well, and only the moved employees can move the customers.In other words, how should the company serve its employees.Second, the value of catering and hotel services is to impress customers and retain profits.After we have served our employees well, it is how to serve the customers who send us money - our parents.Service wins customers, that is, how employees of an enterprise create a touch for customers through their own services.

Service is a powerful weapon in the era of experience economy.

In the current era of rapid development of information networks, all needs such as chatting, communication, learning, reading, shopping, etc. seem to be easily met, but the direct experiential services such as catering, accommodation, and travel provided by the restaurant and hotel industry are virtual. What the online world cannot present.Face-to-face service means direct communication between people, and it requires an understanding and perception of human nature and human heart.Therefore, I have always believed that the essence of serving employees and customers is to serve people's hearts; running a business is to manage people's hearts.All managers, no matter what kind of business they are in, as long as they master the method of making employees attentive and moving customers, and create a service model that is both internal and external, they will continue to create benefits and profits, and will continue to make the company Bigger, stronger and longer.

In this book, I put forward some thoughts and suggestions about the best service mode of restaurants and hotels, hoping to give some reference and inspiration to entrepreneurs, managers and colleagues in the restaurant and hotel industry.There is no perfect enterprise in the world, only a growing enterprise.Therefore, we can only operate an excellent enterprise if we continue to grow.

Yi Zhong
(End of this chapter)