Many people who work will travel, and the company will find some star hotels to allow employees to stay, but do not think that the sheets of the star hotels are very clean. Recently, an online survey conducted by an independent evaluation agency released them to five-star hotels. The evaluation results. After testing 5 well-known 5-star hotels in the Beijing area, they found that they did not thoroughly clean their bathtubs and toilet seats, and some hotels did not change sheets or pillowcases. In response, the Beijing Municipal Tourism Development Committee responded that it attached great importance and had already started interviewing the five hotels involved in the report to understand the status of verification.
The change of bedding products is one of the bottom line business standards of the hotel industry, and it is also a basic service that consumers should naturally enjoy. However, the repeated exposure of the case shows that no matter whether it is a budget hotel, a star hotel or even a five-star hotel, it has been extremely unsuccessful in this regard. Such an occupational misconduct across the industry has been difficult to attribute to the lack of integrity of individual practitioners, and can only be solved from the overall market environment and business culture.
More and more evidence shows that “no linen change†is probably the tip of the iceberg in the hotel industry. The industry’s leading five-star hotel is still the same, and the status of other hotels can be imagined. For the fast-expanding hotel industry, the level of service and the size of the market are not adaptable enough.
For a considerable part of the hotel, not changing the sheets is nothing more than a "cost reduction" consideration. However, this logic does not apply to five-star hotels. The reason why a five-star hotel will suffer from self-destruction, such as "not changing sheets," is largely related to the internal management structure and the distribution of benefits.
For a long time, the focus of the five-star hotel business has gradually shifted to brand promotion, marketing, display, and stacking hardware, while the industry-based service optimization work has moved to the edge of the business. The management intensity of the hotel’s basic services such as customer service cleaning tends to be weakened, and the funds and manpower allocated to it are becoming more and more “limitedâ€. The room attendant had to face the situation of heavy tasks and low returns. Over time, the “negative work†became the norm, and lazy slipping became an inevitable result.
Many high-end service industries, including five-star hotels, actually have similar curses: After accumulating enough corporate reputations, opening up more and more value-added services, and increasingly enjoying the brand dividend, Instead, it became careless about basic services and no longer complied with standardized business processes. Too many great companies collapsed overnight because of "stupid and low-level mistakes." Perhaps, five-star hotels that do not change bed linen are not far from being abandoned by the market.
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