Because the hotel provides life service, it is bound to easily involve the personal privacy of the guests. For example, the waiter can know the basic living conditions of the guests by providing room service to them: when to get up and what to do after getting up-take a shower or do sports; What brand of clothes do guests like to wear, what brand of daily necessities they use, and what hobbies they have. The hotel's careful observation and understanding of the guests can meet the needs of the hotel to provide personalized services to the guests. However, due to the hotel's improper grasp of this, more and more guests realize that their personal rights and interests will be infringed at any time, which seriously affects their activities in the hotel and makes their dissatisfaction with the hotel increasingly high. We can often see that some waiters give the keys to a third party without the consent of the guests; The waiter opens the door directly with the key without the guest's consent, and so on. Although some hotels clearly put forward such words: from the moment the hotel gives the key to the guest, the guest room belongs to the guest, and whoever enters the guest room must get the guest's consent; Whether the room is empty or not, the waiter must knock at the door when entering the room; Only the waitress can enter the room alone. However, how much do managers and waiters know about the connotation of these regulations? Otherwise, how can these problems arise? It can be seen that there is still some deviation in the hotel's understanding of guests' privacy right at present.
First, the main reason for the proliferation of guest privacy
1, aiming at the needs of hotel management.
On the one hand, in order to advocate personalized service and provide services according to the different characteristics of guests, some hotels must know the historical information of guests (including conventional information, personalized information, consumption characteristics information and guest evaluation information, etc.). Do everything possible to provide value-added services for guests and attract them. The hotel knows the general information of the guests through many forms (reservation form, accommodation registration form, guest comments, etc.). ). At the same time, the hotel also set up a guest relations director to communicate with the guests and try to understand the real needs of the guests as much as possible. The hotel also gets to know the customers better by handling complaints, and also allows the waiters who are in direct contact with the guests to carefully observe and collect all aspects of the guests through the service process, forming a historical file of the guests, including photos, names, nicknames and so on.
On the other hand, some hotels habitually violate the personal privacy rights protected by the Constitution in order to improve economic efficiency. For example, some hotels monitor their guests in all public areas through a large number of instruments, including TV cameras, and their emails and other communications are also routinely monitored, which has aroused their dissatisfaction.
2. Curiosity of employees
Most hotel employees are between 18-25 years old, and this age is in the most curious period. They are often interested in all people or things they have never seen, and it is easy to observe the details of some guests and even their absolute privacy to enrich and fill the boring work of the hotel. For example, some waiters bump into the guest room without knocking at the door, or move the items in the guest box at will.
3. The hotel neglected the management of employees' personality.
At present, most hotels pay attention to the training of employees' work skills, but often ignore the professional ethics training of employees, including managers, which leads to employees' disloyalty to guests and irresponsible work attitude, and casually tell other irrelevant people about their privacy as jokes after dinner; What's more, it is used to extort money from guests. Some waiters even sell their guests' information to a third party who is interested in them for personal benefit, causing harm to the guests.
4. Disadvantages brought by high technology.
With the continuous development of technical means, a series of new technologies that can prove personal identity through voice, fingerprint, DNA, iris or other personal characteristics make it more difficult to maintain privacy and use anonymity. People can also extract a large amount of personal data through increasingly complex technology, and establish highly detailed records of personal financial status and personal habits and interests, which can easily make guests feel that their personal privacy will be damaged at any time. Century Square has the most exquisite electronic suite. The import system automatically recognizes the guest and opens the door. The miniature camera placed at the entrance of the suite allows guests to see and talk to visitors without opening the door. Some hotels in Guangzhou and Beijing have installed infrared sensors. The waiter doesn't need to knock on the door, ring the doorbell or check whether there is a "please clean" sign. They just need to sit in the floor studio and look at the infrared sensor display, so they can know which rooms are occupied and which are unoccupied, and then clean or open the bed as appropriate. In this way, the waiter can serve the guests at the right time, without disturbing or affecting the daily life and work of the guests, and at the same time without infringing on the privacy of the guests at all.
5. Cultural influence
China people emphasize team spirit and interdependence, and often seek recognition and belonging in groups. At the same time, China tends to follow the crowd, love cooperation and love * * *, and tends to share the burden or evade responsibility with many people. For example, in the way of greeting, we should pay attention to avoid invading the privacy of guests. People in China are often used to asking each other, "Where are you going?" "What should I do?" "Is the meal ready?" Wait a minute. Due to mistakes in the questioning process, a hotel employee mistakenly thought that the employee said that she was "going to work in the park" and that the employee was insulting her and seriously infringing on her privacy.
At present, there is generally no doorbell outside hotel rooms in foreign countries, because in high society, there is no knocking without contacting in advance, and the principle of hotel service is that waiters basically don't contact with guests, so doorbell is unnecessary. In China World Hotel, the phenomenon of ringing the doorbell still exists, which leads to the change of "dark" room service into "bright" service, which seriously affects the rest and privacy of guests. For example, Hard Rock Hotel changed the "Do Not Disturb" sign that is often hung outside the door to "Privacy" sign.
Second, the hotel's protection measures for guests' privacy
1, cultivate employees' good character.
He Tingao, director of the Character Training Center of American Peiji Institute of Education, put forward the importance of "character first" training. He believes that the good character of employees is the lasting motivation of enterprises, and the so-called good character is the internal motivation for a person to do the right thing in accordance with the highest standards of behavior on any occasion. Therefore, hotels should establish a character-based hotel culture and pay attention to learning a character (including temperance, respect, prudence, true love, reliability, loyalty, sincerity, honesty, virtue, contentment and so on). ), correct employees' problems in time, and evaluate their performance according to their personality. As a hotel, it is more necessary to provide training contents and training plans with character education as the core, and at the same time strengthen the education of legal awareness, so as to really improve employees' awareness of consciously protecting guests' privacy.
2. Provide "just right" personalized service from the perspective of guests.
I remember an example where a European guest went to an upscale bar. When the guest finished a glass of beer, the waiter asked, "Would you like some more, sir?" The guest said angrily, "Who do you take me for? Am I an alcoholic? " . No matter whether the guest's practice is reasonable or not, the hotel should pay attention to the scale of service when upgrading the personalized service, so as not to cause guests' resentment and dissatisfaction with the hotel.
3, the correct use of high and new technology
Hotels can use high technology to improve the privacy of their guests. Hong Kong Dacheng Hotel judges whether the guest is in the room by detecting the motion frequency of the object in the room through the "infrared induction" system, thus providing room service information, avoiding the waiter from disturbing the guest too much and protecting the privacy of the guest. At the same time, the TV system of the hotel is directly connected with the computer system at the front desk to ensure the accuracy and confidentiality of information transmission. In order to improve the privacy of guests, Japanese lover hotels let guests know their bills through TV in their rooms. When guests want to leave, they just need to insert their credit cards into the ATM at the door to pay. These practices make the guests staying in the hotel not meet other guests, ensure the secrets of the guests, and are welcomed by the guests.
4. Improve the self-service level of guests.
Hotels can reduce the interference of employees on some activities of guests by improving the degree of guests' participation in services. For example, some hotels will let guests send their own menus to the kitchen, and then take them away when the dishes are ready. The purpose of these practices is to reduce the number of times that waiters interfere with guests by improving their self-help procedures. Some hotels choose to let guests clean their own rooms; Hong Kong Peninsula Hotel uses the "dog hole" (set at the bottom of the side wall of the door to connect the door with the small hole in the guest room) to let the guests put the clothes to be washed or shoes to be polished into the dog hole, and the waiter takes them away through the door in the corridor. When the clothes are washed or the shoes are cleaned, the waiter will send them back to the cave and the guests will take them out. A hotel in Beijing put a pot of flowers on the corner platform outside the door. When the guests leave, leave. When guests enter the room, they will be placed by the door to provide uninterrupted service for the guests.
5. Strengthen privacy protection through legislation.
At present, China's legislation does not clearly stipulate the right to privacy. In practice, violations of privacy are usually adjusted according to relevant laws and regulations, which is not practical. Therefore, on the one hand, China should clearly stipulate the right to privacy through legislation as soon as possible to improve people's legal awareness; On the other hand, hotels should also strengthen the legal awareness of waiters in customer service and improve the privacy of guests.
These regulations affect the operation and management of hotels, including customer reservation and registration, loyal customer promotion activities, market information investigation, franchising and hotel auxiliary services. Therefore, when customers check in, when filling in the check-in card, they can add a space that customers can choose on the registration card according to the new privacy law, indicating: Please tick if you don't want to use your personal information for the promotion and use of our hotel chain.