The housekeeper should have three qualities

Recently, the Ministry of Human Resources and Social Security publicized the 18 new career information to be released to the society. The housekeeper ranked among them. The emission of this news attracted the attention of the industry.

The establishment of the new occupation of the housekeeper means a kind of responsibility. It puts forward higher requirements for the morality, professional ethics and professionalization of the housekeeper. Objectives, hopes and platforms.

During the development of the homestay, due to the "open door, please enter the home, please enter the home, promote knee to communicate, and resonate with emotion", so housekeeper becomes a common title of the homestay service staff. In the publicity of the Ministry of Human Resources and Social Security, the housekeeper defines personnel to provide customers with customized services such as accommodation, catering, and customization of local natural environment, cultural and lifestyle experience. However, it is supported by the hotel housekeeper relying on the perfect system of the hotel. It only needs to be based on the existing process specifications. Different from high -quality services during the guests' living shop, the homestay butler lacks system support and needs to cope with the homestay operation, management and service process alone. All the problems, these problems are not limited to the service level, but also involve homestay design, product creativity, marketing, service communication, brand shaping, etc. Therefore, the professional quality of the housekeeper involves culture, engineering, service, and even cooking skills. For a wide range of areas.

To be honest, at present, most of the homestay practitioners who are named "steward" are uneven, and the lack of career development space and pursuit. Combined with the needs of consumers and the inner logic of the production method of the homestay, in the future, the professional image and professional quality of the housekeeper of the homestay include the following basic elements:

First, the housekeeper should be a "Pepsi". In accordance with the requirements of responsibilities, the housekeeper needs to understand the personalized consumer needs of guests based on the characteristics of local culture and resources, creatively design and form the most unique product form of homestays, and provide guests with an elegant and interesting cultural experience. At the same time, it is necessary to create a casual and comfortable lifestyle in the homestay through the sceneization of space, the ceremony of service, and the combination of products. , Consumer Psychology, Service Management and other aspects of knowledge, you need to understand the professional knowledge and skills of tourism professional ethics, safety management regulations, and customer service. Popularized expression.

Second, the housekeeper should be a "conductor". According to the requirements of the work content, the guest housekeeper needs to organize and guide employees to provide guests with reception, accommodation, catering and other services, and to communicate, handle the dissatisfaction and complaints of guests, as if the symphony orchestra's command, the guest housekeeper decided and explained the overall homestay product as a whole Tune, responsible for the organizational coordination, rhythm control and continuous stability of the production of homestay products. Basic requirements of the housekeeper organization's talent.

Third, the housekeeper should be a "big IP" of the homestay. According to the product characteristics requirements, the housekeeper itself is one of the core contents of the homestay product. In the process of consumption in the house, the housekeeper of the homestay is an important element of security, intimacy, topical, and memory. , The ability of language infection, exquisite emotional transmission ability, etc., "interesting, heterogeneous, intimacy" is the professional image portrait of the housekeeper. In terms of, "natural, kind, warm, and thoughtful" is the basic requirement for the service of the housekeeper. (Author: Li Yuan, School of Tourism, Sichuan University; Editor: Cao Xuewen)

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