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不换床单的五星酒店终会被市场抛弃

2017-09-06 07:22:43   中国青年网

不换床单的五星酒店终会被市场抛弃

□ 然玉(四川 媒体人)

近日,网上热传一段独立评测机构发布的他们对五星级酒店的测评结果。在测试了北京地区5家知名5星级酒店后发现,均未彻底清洁浴缸、马桶圈,部分酒店未更换床单、枕套。对此,北京市旅游发展委员会回应称:高度重视,已经开始约谈报道中涉及的5家酒店,了解核实情况。

床品一客一换,本该是酒店业最底线的业务规范,也是消费者天然应该享有的基础服务。然而一再曝光的案例表明,无论经济型酒店、星级酒店甚至五星酒店,在此方面都做得极其失败。这样一种横跨全行业的职业失德行为,已经很难归因为个别从业者的操守缺失,也就只能从整个市场环境和营商文化中求解。

越来越多证据表明,“不换床单”很可能只是酒店业普遍乱象的冰山一角。业内翘楚的五星级酒店尚且如此,其他酒店的状况也就可想而知了。对于快速扩张的酒店行业来说,服务水准和市场规模的不适应,已然问题重重。

对相当一部分酒店来说,不换床单无非是出于“降低成本”的考量。但这套逻辑,按说并不适用于五星级酒店。五星级酒店之所以会发生“不换床单”这般自毁名声的事情,很大程度上还是与内部管理结构以及利益倾斜分配有关。

相当长时间以来,五星级酒店的业务重心,已经逐渐转向了品牌推广、营销揽客、堆砌硬件等方面,而行业立足之本的服务优化工作却走向业务边缘。酒店对客服保洁等基础性业务的管理强度趋于弱化,为之配置的资金、人力也变得越来越“有限”。客房服务员不得不面对任务繁重、回报微薄的境况,久而久之“负气工作”成为常态,偷懒耍滑成了必然的结果。

包括五星级酒店在内,许多高端服务行业其实都存在着类似的魔咒:在积累了足够多的企业声誉、开拓了越来越多的增值服务、越来越容易坐享品牌红利之后,反倒变得对基础性的服务漫不经心、不再遵守标准化的业务流程。太多卓越企业因为“愚蠢而低级的失误”一夜之间轰然倒下。也许,不换床单的五星级酒店,离被市场抛弃并不远了。

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