Generally speaking, five-star hotels with high value are the luxury enjoyed by many people, but now there are various scandals in five-star hotels. Such a tall hotel can't even change the bed sheets, and even the minimum cleanliness and hygiene can't be guaranteed, which is shocking!
We usually say that self-discipline is not reliable, and heteronomy is the key. But in any industry, no matter how strict the heteronomy is, it also needs the establishment of industrial self-discipline. And the invisible service like hotel bed sheet cleaning needs a kind of self-discipline cultivation.
After Haidilao, five-star hotels, another high-end symbol of the service industry, also suffered the bottom. Recently, a small video shot by an independent evaluation organization was posted on the Internet. It tested 5 famous 5-star hotels in Beijing. It was found that bathtubs and toilet rings were not thoroughly cleaned, and some hotels did not change bed sheets and pillowcases. Almost at the same time, Beijing health and family planning supervision released this summer's inspection of the health conditions of 691 fast hotels in Beijing, 46 of which failed to meet the standards and 35 were fined. (Beijing News, September 5)
In the past, the phenomenon of unqualified spot check of hotel sanitation was often exposed, but it is rare for the hotel industry to be exposed centrally. The exposure broke the myth of high-end hotels.
"Hello, front desk: what happened to the hotel" once exposed the "inside story" of American hotels. In this book, the author points out that the cup and remote control in the hotel are often the dirtiest places. The waiter may drag the passenger's suitcase to the place without monitoring and kick it. But bedspread, pillowcase does not change, have exceeded this kind of limit undoubtedly. What's more, this truth not only makes the health status of a hotel appear in its original form, but also shakes the most basic trust: if five-star hotels are like this, are there any trustworthy hotels? This may touch those who want to spend more money on health.
From the perspective of the hotel industry, such a situation can easily lead to the effect of bad money expelling good money: in any case, which hotel is not the same? This also constitutes a kind of connection for those really clean hotels. If five-star hotels are the same, fast hotels can have good? This judgment may not lack perceptual elements, but it is the reasoning of human nature.
The kitchen in Haidilao and the housekeeping in five-star hotels are all places that are invisible to the general consumers but extremely important. On the one hand, consumers choose well-known brands and are willing to pay higher expenses, which is to say 'cleaner and more hygienic', but the fact has repeatedly proved that the relationship between high consumption and security is weakening; on the other hand, the situation of food and beverage hygiene and bed sheet replacement is difficult for the general consumers to see, which is largely supported by a kind of original trust. People would like to believe that the hotel's bed sheets are hygienic, and the back kitchen of the restaurant is not so horrible. This is also the key to the normal operation of contractual society. Now, this kind of primitive trust obviously faces a crisis, which is also the biggest 'sequela' of similar events - people may enter a stage of 'no longer believe' and can only seek self consolation in the logic of bierotten.
Of course, it is necessary to strengthen external supervision. For example, can the daily spot check of the hotel by the regulatory authorities be stricter and more frequent? Should the corresponding punishment be heavier and the information be published in more detail? These measures are in place, which is believed to alleviate the fluke psychology of operators. However, the characteristics of the service industry is that the services presented are often inconsistent with the source of the situation, just like the hotel does not change the bed sheets, the general consumers may not really see it. So, for this kind of industry that is difficult to achieve supervision through normal feedback, is it really expected that external supervision will be available all the time?
I have to say, this is a real problem. We usually say that self-discipline is not reliable, and heteronomy is the key. But in any industry, no matter how strict the heteronomy is, it also needs the establishment of industrial self-discipline. However, the invisible services such as hotel bed sheet cleaning need the cultivation of self-discipline. Today, the refinement of social management and the spirit of craftsmanship are well-known, and an important expression of them is that they are willing to invest in the "invisible" place and strive for refinement. Of course, it's not about refinement but about the bottom line. But it also tests regulators' and hotels' own attitudes towards' invisible 'places. When these "invisible" places become the place of "hiding filth" and not limited to individual enterprises, but become a common industry fault or potential rules, it is obviously more worthy of reflection.
The quality of a social service industry, those links that are most easily ignored, often see the "real chapter". From food safety to service hygiene, social consumption requirements are increasing, but the reality is always frustrating. After the media exposure, life will continue. But from this topic, think about the quality of our service industry, think about our business atmosphere, we have to think deeply.