Many people say that traveling to Tibet is "with eyes in heaven and body in hell". This is because there are many beautiful natural scenes in Tibetan areas, which are remote and inconvenient for transportation and accommodation.
But in Tibetan area There is a hotel that is very popular with tourists - Songzan. It has beautiful scenery and high quality whole journey service, so that everyone's journey to Tibet is no longer a journey of travel, but to enjoy a different life. Songzan has been rated as the "25 Best Hotel Brands in China" by the world's largest travel website for 9 consecutive years, and Prince Andrew of the British royal family also stayed. When we see this hotel with local characteristics, we are not only amazed that it retains the most primitive Tibetan style, It is amazing that they have long used the most modern digital methods to provide passengers with high-quality travel experience 。
In Songzan, the person who can coordinate the most departments is not the boss, but the front-line "travel consultant" for tourists. As long as the passengers tell the travel consultants about their requirements for this trip, Songzan's travel consultants can make proper arrangements: for example, the company departments organize group construction, and don't want to be too busy; Or outdoor enthusiasts who want to climb the snow mountain on foot; Or photography lovers want to take more photos of natural scenery Under the arrangement of Songzan's travel consultant, tourists can ride Land Rover, Mercedes Benz and BMW into the snow mountain to visit Tibetan Buddhism and experience Thangka painting, Throughout the trip, I stayed in high-end boutique hotels every day, and also bought some traditional Tibetan handicrafts, snacks and specialties to go home.
This is because Songzan has not only hotels, but also vehicle drivers, local experience, scenery retail and other businesses.
But it is not easy to coordinate these businesses. Everyone leads different businesses in different places. Previously, consultants in Songzan headquarters had to call local hotels, butlers and drivers in Lhasa, but they often couldn't find anyone. Now, Songzan has created a digital management system: In addition to hotel reservation, check-in, check-out and billing, it also includes the order system for all services such as travel routes, car use, folk experience and specialty retail. If the passengers have any needs, the travel consultants do not call everywhere, but help them directly place orders in the system and note their preferences and needs. Each order can be transferred to the corresponding department, and all employees can know it in time. Of course, the system can not ensure that every employee can deal with the following problems in a timely manner: Front line employees are busy in and out of the hotel all the year round, or they run outside with the group. They seldom have time to sit down, nor do they often have computers at hand. As a result, Songzan is moving this set of management system and accessing it to the enterprise WeChat "workbench", so that everyone can check messages, notices and contacts on their mobile phones to meet the needs of passengers in a timely manner. No matter how subtle the needs of passengers are, they are implemented reliably. For example, some tourists mentioned that they were "used to sleeping on buckwheat pillows" when chatting with consultants. This need not be mentioned during the whole trip. After staying in several different Songzan hotels, a buckwheat pillow will be prepared in the room in advance.
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Before entering Tibet for the first time, many people will worry about whether they can adapt and whether they will have altitude reactions? Can I take the elderly and children with me? How about the hotel's food and accommodation conditions? Will you be unaccustomed to them? How can we experience the most authentic customs? Songzan's service started before the reservation. For ordinary hotels, you can send a short message at most after booking to remind the hotel book Please check in in time if you succeed. But Songzan knows that passengers still have many concerns. For the convenience of passengers, Songzan has enabled "WeChat customer service". If passengers have any questions, they can directly consult Songzan's customer service by sending them a message on WeChat. After booking a room, if passengers have special requirements for the room and have food taboos, they can also directly send WeChat to inform the customer service, and the hotel will make arrangements in advance before the passengers check in.
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If the itinerary is also arranged by Songzan, the customer service will push the travel consultant's enterprise WeChat to the passengers, so that they can get one-on-one and continuous services. If you travel in a group, Songzan will also pull a dedicated service group for the passengers in the same group, and the travel consultant will pull the attendant housekeepers and drivers into the group. The steward will inform the passengers in the group about the daily itinerary, departure time and assembly time, and the passengers can solve any problems they have.
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In order to protect and promote Tibetan culture and let tourists experience the life aesthetics and folk customs of local people in depth, Songzan insists on employing local staff.![]()
The company has more than 900 employees, 95% of whom are from local villages, including more than 10 ethnic groups such as Tibet, Han, Naxi, Lisu, etc., including senior management. They provide employees with salaries and benefits higher than the local average, including five insurances and one fund, bonus, leave, etc. Also through the digital system To make it easier for each employee to find out how much he/she has paid this month and how many days are left for the holiday.
However, the traditional personnel system is too complicated for many employees to learn how to operate. How to make it easy for everyone? Songzan hopes that everyone can use his enterprise digital system just like WeChat. This is where the enterprise WeChat produced by the WeChat team can help Songzan. Songzan has also connected the salary inquiry applet to the enterprise WeChat "workbench". As long as employees click on the enterprise WeChat on their mobile phones, they can check their salaries, five insurances and one fund by themselves, which is easy to use. If employees have problems that cannot be solved, they can also consult HR of the department through the enterprise WeChat address book 。
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Now, Songzan is also gradually connecting more employee services, such as leave, training, etc., to enterprise WeChat.
Not only employees, Songzan also has a lot of cooperation with Tibetan traditional craftsmen, such as designing the appearance and interior decoration of Songzan hotel buildings, as well as handicrafts such as bronze ware and Buddha statues sold in the scenery retail mall. These craftsmen live in all corners of the village, and Songzan cooperates with them through enterprise WeChat: Songzan will add their WeChat with enterprise WeChat, build hotels with them, and buy handicrafts from them. Songzan has done a good job in employee care and corporate social responsibility through digitalization, and was also rated by Fortune magazine as one of the 20 "most socially influential" start-ups in China in 2021 。
Songzan has done a good job of customized intimate services through digitalization, efficient resource scheduling across departments and hotels, and the care of its own employees, thus gaining a good reputation, reputation and customer source.
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