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从细节中见真情——我与酒店员工合作经验分享FromDetailstoTruth:MyExperienceinCooperationwithHotelStaffin2023Withtheadvancementoftechnologythehotelindustryhasundergonetremendouschangesinthepastfewyears.Artificialintelligenceandsmartrobotshavebeenwidelyusedinhotelsfromself-servicecheck-intoroomservice.Howeverdespitetheassistanceofthesetechnologicaladvancestheimportanceofhumantouchcannotbeignored.InmyrecentbusinesstriptoahotelinBeijingIhadanunforgettableexperienceofcooperationwiththehotelstaffwhichmademerealizethatfromdetailsonecantrulyseethetruth.UponmyarrivalatthehotelIwasassignedaroomonthe16thfloor.IwasimpressedbythestunningviewfromthewindowbutIsoonrealizedthattheroomwaslackinginafewessentialssuchastoothpasteandatoothbrush.Icalledthefrontdesktorequestthemandwithintenminutesastaffmemberknockedatmydoorwithasmallbagoftoiletries.Whatimpressedmewasnotthetimelinessoftheservicebuttheattitudeofthestaffmember.Shesmiledpolitelyasshehandedmethebagandexplainedthatthehotelhadreceivedfeedbackfromguestsabouttheneedforbasictoiletries.ShealsothankedmeforchoosingtheirhotelandhopedthatIcouldenjoymystay.Suchattentiontodetailandservicewasararesightevenintop-tierhotels.DuringmystayIencounteredseveralotherthoughtfulactionsfromthehotelstaff.OnmyseconddayIreturnedtomyroomtofindthatthecurtainshadbeendrawnandthelightshadbeenturnedonwhichmademefeellikeIwaswelcomedbackhome.OnemorningIreceivedahandwrittennotefromthehousekeepingstaffwishingmeapleasantdayandsharingsomeinterestinginformationaboutthecity.Suchsmallgesturesaddedwarmthandcomforttomystayandmademerealizethatthehotelstafftrulycaredaboutmywell-being.Oneparticularincidenthoweverstoodouttome.OnthelastnightofmystayIorderedroomservicefordinner.WhenthefoodarrivedInoticedthatthehotandsoursoupwasnotashotasitshouldbe.Icalledtheroomserviceandexpressedmydissatisfaction.Thestaffmemberapologizedandofferedtoexchangethesoupwithanewone.Buttomysurprisetheroomservicemanagersoonappearedatmyroomwithtwofreshlycookedbowlsofhotandsoursoup.Hepersonallyapologizedtomeandexplainedthatthesouphadnotbeenpreparedproperlyandthattheywantedtomakeupfortheinconveniencecaused.Iwastouchedbytheroomservicemanager鈥檚attitude.Hecouldhaveeasilydismissedmycomplaintasaminorissuebutinsteadhetookitseriouslyandmadeeveryefforttoensurethatmyissuewasresolved.Sucheffortsdemonstratedthatthehotelstaffwasnotjustaboutdeliveringsatisfactoryservicesbutrathertheywerecommittedtoprovidingamemorableandpleasantexperiencefortheirguests.AsIcheckedoutofthehotelIwasimpressedbythelevelofservicethatIhadreceived.EverystaffmemberthatIencounteredwaspolitefriendlyandattentive.Theywerenotjustfulfillingtheirdutiesbuttheyhadgonetheextramiletomakemefeelwelcomedandvalued.Irealizedthatinthiseraoftechnologythehumantouchandwarmthstillholdanimportantplaceinthehotelindustry.Itisthesmalldetailsthattrulyreflectthevaluesandattitudesoftheserviceproviders.Anditisthetruththatwecandiscernfromthesedetails.Inconclusionmyexperienceofcooperationwithhotelstaffin2023hastaughtmethattechnologyisnotareplacementforhumantouchandwarmth.Whileitcanmakecertaintasksmoreefficientitistheserviceproviders鈥attentiontosmalldetailsandtheircommitmenttodeliveringexceptionalservicethattrulymakesthedifference.Hotelsthatareabletoembodythesevalueswillundoubtedlyleavealastingimpressionontheirguests.第PAGE页共NUMPAGES页。