AW

welcome

Team members ：
Aijing Huang
Qihua Wu
 Role assignment

Chief Operations Officer(COO) & Chief Marketing Officer(CMO) ----- Aijing Huang

Chief Human Resources Officer(CHR) & Chief Information Officer(CIO) ----- Qihua Wu
 I hope our companies can do better and better!
Mission statement

1) According to the hotel's existing business and future planning, meet the needs of the hotel's human
resource structure. If it cannot be satisfied, it will be recruited from outside and acquired through
internal training.

2) Let your company have the talent competitiveness that surpasses peers and attract outstanding
talents from peers. Then internally retain the existing outstanding talents in the company. Therefore, it
is necessary to consider both the corporate employer brand and corporate culture to properly and
reasonably complete the performance and salary incentive plan.

3) Let the company’s talent strategy not only maintain its humanity, but also maintain the vitality and
passion of the company’s internal talents

4) Establish an efficient organizational structure to continuously improve internal organizational

efficiency and execution.
When the customer's experience exceeds the customer's expectations, the customer can be moved.
Therefore, a good moving service can be considered from three aspects:

In the era of meager profit, resources are limited or even the same. For our company, how to use
resources will directly affect the company's profitability. In other words, in the design of the profit
model, "limited resources" is a boundary condition, so if we can put the limited resources in the most
effective place, we can break through the meager profit and even win.
Find the right customer

It is impossible for a hotel to occupy and satisfy every customer source

market. The hotel must find customers who are in line with the hotel's

positioning and try to avoid receiving customers who are not commensurate

with its own positioning, so as to better provide standardized services for the

target market and improve customer satisfaction.

Managing customer expectations

The customer's evaluation of hotel service depends on the gap between his expectation of the hotel and the service level he

feels. Under the established service level, to improve customer satisfaction, the hotel must actively manage the customer's

expectation. The formation of customer expectations is affected by many factors, but only market communication

(advertising, media promotion, promotional activities) can be directly controlled by the hotel. In the external publicity, if

the hotel advocates unrealistically, it will inevitably lead to customers' high expectations of the hotel service. If customers

find that the hotel service product is not as good as advertised when they buy it, their sense of identity with the service

quality of the hotel will be greatly reduced, even dissatisfied, and then complain. The essence of the management of

customer expectation is to ask the hotel to be practical and realistic in the external publicity, and seriously fulfill every

promise.
Control product quality and
Product quality is the basis for enterprises to develop high-quality service and improve

price
customer loyalty. The development history of many brand products in the world tells us

that consumers' loyalty to the brand is also loyalty to the quality of their products in a

certain sense. Only excellent high-quality products can really set up a "gold lettered sign

board" in people's mind and thus be loved by people. Of course, only the high quality of

the product is not enough, reasonable pricing is also an important means to improve

customer loyalty. Enterprises should take normal profits as their pricing goal, resolutely

abandon the short-term behavior of pursuing huge profits, and make pricing according to

the "expected price" of customers as far as possible. The so-called "expected price"

refers to the "psychological evaluation" of a product by most consumers.

 Listen to customers' complaints

Customers usually express their attitude only when they are very satisfied or very dissatisfied. In the eyes of

many hotel managers, if customers don't complain about the hotel during their stay, they think everything will

be alright. However, not every dissatisfied guest will tell the hotel about their ill treatment. A dissatisfied

guest may quietly turn to another hotel, or he may tell everyone around him about his dissatisfaction. For all

hotel guests, the hotel must try every means to understand the true feelings of the guests and know what the

guests are satisfied with and dissatisfied with. If the hotel handle properly, dissatisfied guests can become
 Customized personalized service

In the process of providing services, the hotel should try to integrate personality, so that customers can feel the

sincerity and love of the hotel all the time. Sexual service is mainly reflected in the grasp of the details, the

service process as the transmission of personality, the fusion of "personality" in the service, so that customers

feel personality, feel pleasure and surprise. Promote and encourage staff to communicate more with guests, take

the initiative to introduce the surrounding scenic spots and delicious food to guests, and form a kind and friendly

relationship with guests, so that guests can trust the service personnel they contact. Because the staff is from the

heart for the guests think, urgent guests need, help the guests need, such personalized service has won wide

praise of customers.
● Find the number of potential customers and conversion rate of specific sources.

● Evaluate how many potential customers, sales opportunities and orders a marketing campaign will eventually generate

● Create a variety of custom reports to grasp the new line quantity and their respective sales stages in real time
Improve information transparency through CRM software

In many companies, marketing and sales are separate entities. This can work at sometimes or under some circumstances, but it will

eventually meet the bottleneck of growth. A unified CRM system integrates sales and marketing related strategic information and puts

the two teams in the same perspective to understand potential customers. No longer through a small piece of information, these two

important front-end departments can combine all the communication of customers (including data, insight, and business intelligence) to

identify customers. And in-depth understanding of customers is the root of any enterprise to increase revenue.
The best time to win back customers is before the end of the relationship between customers and enterprises. Before customers decide to deviate, enterprises

should take the initiative rather than react passively. The earlier you realize that customers want to "escape", the more likely you are to win back discrete

customers. In many cases, customers will choose to quietly terminate the transaction with the enterprise. For example, the fitness card will not be renewed

after its expiration, and the number of items ordered with you will gradually decrease. Therefore, for enterprises, if a set of process can be established to

require customers to inform the company before they are ready to terminate the relationship, this is the best situation, which can win time for the company to

consider what problems have occurred and what measures to take to remedy them. Some industries can easily see the signal of customer dispersion, such as

magazine subscription. If customers do not renew their subscription after expiration, it means that customers are going to lose. Other industries may not have

such obvious signals and need to seriously sum up their customers' characteristics before "escaping". Once the feature is found, the conditions can be set in

CRM, and the subsequent win back action will be triggered automatically when the conditions are met. It can be used to re-establish the "connection" with the

customer by sending an email, sending a letter, calling, or visiting the customer in person.