How to improve the quality of conference service?

With the continuous development of the hotel industry and the intensification of market competition, hotels are constantly adjusting their tourist markets in order to improve economic benefits. The conference has become an important tourist market of the hotel, and the income brought by the conference has become the growth point of the hotel's economic benefits. Hotel conference service is the key to make a good conference source market. Therefore, accurately, carefully and skillfully grasping the three links of conference service-pre-conference service, in-conference service and post-conference service-is the basis for doing a good job in conference service. 1. Pre-meeting service 1. There must be a capable conference service sales backbone. The backbone of conference sales should not only understand and be familiar with the hotel's equipment, facilities and internal operation processes, but also have considerable communication skills, be able to correctly and flexibly use the power given by the hotel and flexibly use negotiation skills to promote the success of negotiations. 2. Sales negotiation should be sincere and patient. When talking with conference organizers, conference sales staff should respect each other's requirements and opinions, especially when the other party compares our hotel's conference service conditions with other hotels, and then provide the characteristics of our hotel and the details of previous successful conferences in an appropriate way to strengthen mutual communication. Often, success is achieved after more than one meeting, and there will be many negotiations. Therefore, the conference sales staff should have full patience until the negotiation is successful. When talking about the price, we must win the trust of the guests first. Conference organizers often ask questions such as price and preferential policies first in negotiations, and conference service sales staff should try to avoid price becoming the primary condition for guests to choose. Sales staff should consciously find out the psychological price of the guests during the negotiation process. If the gap is not big, the seller should put aside the price, talk with the conference organizer about the planning of the conference and introduce the characteristics of the hotel conference service, so that the other party can feel that the hotel puts service first and profit second. Only when the guests believe that the hotel can provide quality service can they negotiate a reasonable price. 4. Participate in the overall planning of the meeting. It is very important to prepare for various meetings. Hotel conference sales staff may face experienced or inexperienced conference organizers, which requires hotel sales staff to provide extended services when necessary. If the conference schedule is reasonable according to the experience of hotel conference reception, it can provide reference opinions and suggestions for the conference organizers to help them successfully complete the conference plan. 5. Carefully prepare the "reservation book" and "plan". All arrangements and requirements for conference services are subject to the "reservation book" or "agreement". In the "Appointment Book", the requirements of the meeting should be clearly defined, and any modification and adjustment must be confirmed by the confirmation letters of both parties. Hotels must record their commitments to their guests in detail so as to make a detailed "plan", that is, a "reception plan". Who is responsible for each commitment and when it is completed must be implemented. 2. Conference services 1. During the meeting, the hotel should have a special person responsible for communication and contact with the conference organizer, and follow up in time to ensure the unified command and coordination of conference services. 2. During the meeting, the conference liaison of the hotel should have strong organizational skills, be able to deal with the urgent needs in the meeting effectively and timely, and ensure the normal progress of the meeting. 3. Organize various commemorative activities according to the participants' psychology. Participants in large-scale conferences regard hosting a hotel as a "reference" for a good experience, and hotels should also use this as a way to do a good job, such as signing, taking photos, giving away small hotel signs and other souvenirs, so that participants can become potential customers of the hotel. Iii. After-meeting services 1. The meeting is over, but the hotel service is not over yet. After the meeting, the conference group quit, but the guests who stayed in are still the focus of our service, so that they can feel that the hotel is "at home". At the same time, the hotel should do a good job in the settlement of various expenses after the meeting, and each expense should be clearly eliminated to facilitate the meeting organizer to settle the bill. 2. Do a good job in follow-up investigation. Classify, analyze, sort out and file all kinds of information collected in this meeting, find out the problems and find out the regular things as the basis for improving the quality of conference services. 3. Ask for information and materials about conference activities. Participants in large-scale meetings come from all directions. They are the participants of this meeting, and they may be the organizers and decision makers of the next meeting. Therefore, the hotel should pay special attention to collecting a lot of information about holding the meeting, so as to lay the foundation for holding the next meeting. 4. Archive the information of conference organizers and attendees, send them information and materials of the hotel regularly or irregularly, and pay regular sales visits to important guests, so as to gradually make them feel that they are VIP guests of the hotel and become loyal or potential customers of the hotel. To sum up, the three links of conference services complement each other and are indispensable, and each link is very important. The quality of each link will directly affect the quality of conference services. Therefore, if the hotel wants to do a good job in conference reception, it must work hard on these three links, strive for perfection and make its own characteristics, so that our hotel can be in an invincible position in the fierce market competition.