hotel management

Chapter 19 Recreation Center and Its Service Management (2)
(4) The entertainment service process is synchronized with the guest's consumption process. Therefore, the guests in entertainment places are not just passive consumers of entertainment services, but active participants in entertainment services.The high-quality entertainment service process is the interaction process between guests and service personnel.Therefore, when designing the service process, pay attention to the communication between service personnel and guests, such as asking guests about their needs, introducing entertainment methods and rules to guests, and encouraging, comforting or sharing the happiness of guests in an appropriate way.Only in this way can the entertainment sector produce high-quality entertainment service products.

[-]. Determine the service content of entertainment projects

Entertainment project services include main services and auxiliary services.When determining the content of service items, the main service content of entertainment services should be determined first, that is, the basic content of the service process.This part is the basic commitment of entertainment facilities to consumers and the main expectation of entertainment consumers for a certain entertainment consumption.Usually, this part of the entertainment service process will not change easily.At the same time, it is necessary to design and determine the auxiliary services of entertainment services, that is, to specify additional service content other than the main service according to the specific conditions of the enterprise and the market.These service contents can make the main service more perfect and thoughtful, and often become an additional discount for guests because it is beyond the expectations of guests, and play a promotional role while improving guest enjoyment. Therefore, auxiliary services are also called auxiliary services. sales service.Auxiliary services are not the main content of people's expectations for certain entertainment activities like main services, so they can be flexibly increased, decreased, and changed in different periods depending on the specific conditions of the facility.However, it should be noted that once the auxiliary services that reflect the characteristics or grades of the facilities are recognized by consumers, the cancellation of these services may affect the guests' judgment on the image of the facilities, and it will be considered as a business downturn and the original service specifications cannot be maintained.Cutting back on services must be done with caution.

[-]. Determine the service provision method of entertainment projects

As an equally important factor as the service content, the service mode constitutes the service products of entertainment facilities.The significance of the service method lies in that the same service content provided in different service methods will produce completely different effects. It affects the customer's satisfaction with the service product, affects the image of the company in the hearts of the guests, and also affects the company's price positioning and operating income.Service mode design is an important part of service process and operating procedure design.

The design of service methods mainly includes the following factors: the time of providing each service; the place where each service is provided; the tools, utensils or props to be used when providing each service; The language that service personnel should use when providing services; the actions that service personnel should use when providing various services.

[-]. Service design of common entertainment projects

1. Dance halls, social dance halls and karaoke halls
The service procedures of dance halls, social dance halls and karaoke halls are very similar.After the guests arrive, the welcome staff will lead the guests to their seats, and immediately light the candles for the guests, deliver the wine list and track code set, and the waiter on duty will provide the guests with drink service.There should be a list of song orders and bouquet flower basket gifts on the table. When guests need to order songs or present flower bouquet flower baskets to singers, they only need to fill in the songs they order or which singer they want to present on the corresponding receipt. The bouquet and flower basket should be signed and handed over to the waiter on duty, who will handle it on his behalf.During the entertainment process, the desk attendant must constantly provide instant service to the guests.When the guests finish their entertainment and prepare to leave, the waiter on duty shall inform the checkout counter on behalf of the guests, and transfer bills, settlement funds, change and invoices between the counter and the guests.

The charging method of song and dance halls and karaoke halls is usually tickets, and food, drinks, song orders, and flower baskets are additionally charged.After the guests are seated, the waiter on duty is responsible for informing the counter to open a special account according to the table number of the guest, and register all the consumption of the guest into the account.When the guest asks to check out, the counter is responsible for counting all the consumption, and then calculates the ticket fee according to the number of guests at the table, and collects it from the guest after summarizing the consumption amount.

2. KTV karaoke
When the guests go to the KTV karaoke place for entertainment, the welcomer will first arrange a suitable KTV private room for the guests and guide the guests to their seats.The box attendant should deliver the wine list and track code set in time, quickly turn on the karaoke equipment for the guests, and help the guests understand how to use the equipment.After turning on the machine, it will provide drink service, fruit and snacks for guests while ordering music and enjoying screen images.During the entertainment process of the guests, the box attendants should provide services to help the guests inquire about the repertoire, order songs and replenish drinks.When the guest asks to check out, the box attendant should go between the counter and the box on behalf of the guest, passing the bill, settlement fee, change and invoice, etc.

KTV karaoke charges are usually calculated based on room size and rental time.After the waiter leads the guests into the box, they will set up a card for the guest, on which the start-up time will be marked with a punch card machine or manually, and the end time will be recorded when the guest turns off the machine and checkout, and the charging standard will be charged according to the actual time of the box Room, equipment rental fees, food and beverage costs are extra.In recent years, due to the popularity of KTV in various entertainment venues and fierce competition, many entertainment venues waive the box fee, and only stipulate the minimum consumption amount according to the size of the box or the number of guests.

3. Discotheque

In discotheques, because guests often leave their seats for activities and change seats frequently, the service process is different from that of song and dance halls, social dance halls, and karaoke halls.Discos generally adopt the direct sales method, that is, a ticket office is set at the entrance of the dance hall, and guests buy tickets to enter.After the guests enter the discotheque, the welcome staff will help them find suitable seats, and the waiters will immediately serve the guests with drinks, but the guests need to pay in cash.If the guests have any needs during the entertainment process, the service personnel walking around the venue should meet them at any time.

4. Bowling Alley
When guests go to the bowling alley for entertainment, they must first go to the service desk to buy a game, explain the consumption and prepay the fee, so that the arena can accurately estimate the occupancy time of each lane, arrange reservations for guests in a planned way, and avoid reservations for guests indefinitely waiting.This method is more commonly used in busy arenas and arena business peak hours.Bowling alleys also often adopt the method of first playing and then settlement during the time when the business is not busy.Bowling alley charges are generally charged by rounds or lanes, that is, there is no limit to the number of rounds within the specified time, and only the price is charged per lane.After the guest buys the game, get the sneakers from the service desk. Most high-end entertainment venues provide them free of charge, but some charge some depreciation fees. After changing the shoes, the guests put their shoes and bags (non-valuable items) into the designated storage box for safekeeping or delivery. Keep it on behalf of the shoe cabinet attendant, and then wait for the service staff to open the fairway.During the entertainment process of the guests, the alley attendant is responsible for helping the guests choose and find suitable bowling balls, explaining the methods and rules of playing to the guests when necessary, recording the scores for the guests, and handling (or notifying the maintenance personnel to deal with) common equipment failures.At the same time, fairway waiters also provide drinks for guests, and some arenas also provide fast food service, of course, the fees are charged separately.In the arenas that adopt the method of playing first and then charging, the fairway attendant will contact the account counter to check out on behalf of the guests.

5. Fitness bath center

In entertainment venues, fitness baths are usually combined with massage services, and the charges are also billed as one-time consumption.The service process of fitness bath plus massage in higher-end entertainment venues is designed as follows.

The receptionist at the service desk first asks what service items the guest needs, arranges a box or dressing room according to the guest's situation, and opens an account for the guest with the number of the locker or the name of the box.The waiter leads the guests to the dressing room to change clothes, handing over the disinfected towels, and then the water room attendant leads the guests into the wet cleaning room.The area here is relatively large, with many shower rooms and warm water pools, and there should be lounge chairs around the pool for guests to rest.The wet cleaning room provides all low-value consumables needed for guests to shower, and there are waiters to provide guests with back scrubbing and other services.Guests have to wash their bodies in the shower room before soaking in the pool, and then enter the steam bath room for sauna, steam and other fitness baths at will, and finally take a shower.Afterwards, the service personnel will lead the guests to the body drying room, where the full-time attendant will dry the body for the guests with bath towels and help the guests to put on special bathrobes and flat pants, and then the guests will enter the rest hall.The rest hall is usually spacious and clean, with a pleasant environment. Guests can watch large-screen projection TVs on reclining chairs and make appointments for massages.In order to avoid mutual interference between guests and facilitate guests to take a nap, each reclining chair should be equipped with earphones, and guests can listen to the dubbing on TV or other radio (program) programs independently.During this period, the waiter should also deliver free drinks, fruits and cigarettes.Guests can also order extra food and drink according to their needs and hobbies, and they can also ask for foot service.In the lounge, the waiter should ask and record the massage requirements of each guest, such as the desired massage method and massage time (usually the massage time and massage charges are in units of "bells", and the "head clock" is charged at the market price, " "plus clock" discount), and invite guests to the massage room for massage in the order of appointment.After the massage, the guests can also go to the special hairdressing room to blow their hair and make hairstyles. Finally, the waiter will notify the account counter to check out and pass the bill and money.Throughout the consumption process, guests do not need to pay cash, but only need to sign on the consumption receipt to approve the consumption amount. Each link (segment) is closely connected by the waiters in each position, recording the name of the guest's box or the number of the locker and the consumption amount, and sending the guest The signed and approved bill will be sent to the account counter quickly, and the account will collect the fees from the guests.Tips are also generally charged in this way.

6. Chess room

When the guests go to the chess and card room for entertainment, the welcome staff should first ask the guests about the game items they need, and guide the guests to choose the chess and card room. Introduce the game method and game rules to the guests when necessary.After waiting for guests to be seated, provide guests with tea, food service, and fast food when necessary.During the guest's game, besides adding tea for the guest, the waiter should also accompany the guest to practice if the guest needs it, and provide the guest with game suggestions.When guests need to check out, the waiter will also handle it on their behalf.The charging method of the chess and card room is mainly composed of room opening and entertainment fees calculated by time, and food and beverages are also calculated.

7. Golf course (or driving range)

When guests go to the golf course to play golf, the service desk should warmly receive them, inquire about the requirements of the guests, and provide rental services of golf balls, clubs, sneakers, golf carts and other playing equipment according to the actual needs of the guests.For guests playing golf for the first time, the waiter should lead them to a special reception room to listen to professionals explaining golfing methods, rules and court etiquette knowledge.For skilled guests, caddies should be assigned immediately to lead the guests to change clothes and enter the court.In the stadium, special service personnel will order drinks for guests.During the game, the caddy should keep the temporarily unused ball equipment on behalf of the guests, and walk with the guests with the ball equipment. Guests provide advice on how to score and hit the ball.After the entertainment is over, accompany the guests back to the service desk, return the rental items, and settle the consumption payment.

The charging method of the golf course is generally charged by the hour, and the golf driving range is charged by the number of tees, and the rental fee of the golf equipment and the fee of drinks are calculated separately.

8. Game room
When guests enter the game machine room, the service desk should first receive and sell game tokens to the guests, and then the waiter will lead them to the game machine chosen by the guests, explain the game method to the guests who are playing for the first time, and give necessary demonstrations.When a guest wins an award, the waiter should promptly verify, issue a bill, and help the guest receive the award.

9. Swimming pool

(End of this chapter)