When you open a hotel or guest house, do you really know how to serve guests? In fact, different customers have different service details. If you want to serve and satisfy customers well, you must learn to "treat differently." The guest will be a man, a woman, or old people and children, if it is a foreign guest, how can I serve him? The main reason why some hotels have good business and high customer satisfaction is because they provide different services to different customers.
How does hotel serve guests?
1. Services for children
Despite fact that proportion of children in hotel is small, good service and attention to guest children will have a positive impact on increasing guest satisfaction and preventing risks. Safety, sanitation and comfort are important criteria for customer satisfaction.
It should be noted that child guests can be divided into infants, toddlers and children depending on their age, and focus of respective hotel services will also be different. For example, when a child stays in a hotel, hotel may add baths, cribs, feeding bottles and bottle warmers, etc., and take protective measures for beds and sofas to avoid accidents.
Toddlers and children should pay special attention to safety when they are staying. Anti-collision protective strips can be used to protect edges of countertops and furniture so as not to damage them; use safety plugs to sockets that they can easily touch to prevent electric shock; Bed and breakfasts should also remember to communicate more with parents, remind them of safety risks to facilities and equipment, and take protective measures together.
Respect services for children
In addition to safety, guest room should also be equipped with some essentials such as small toilets for children, children's toys and children's toiletries. To prevent children from contaminating walls and furniture with graffiti, a small board or more paper can be equipped.
2. Service for new guests
Guests who stay at a hotel for first time are also referred to as new customers. They are not familiar with environment of hotel and hotel, and hotel is not familiar with environment of guests. Such guests have both a sense of novelty and a sense of alienation from hotel. For this kind of new guests who stay at hotel for first time, first impression of service is very important.
For guests who check in for first time, room department should do a good job of collecting information, effectively using guest contact opportunities such as luggage storage, dining, public areas and other links, recording guest service needs and communicating relevant information to responsible department, actively provide a variety of fine services, details determine success or failure, and further deepen and improve good impression of guests about hotel, so that new customers increase their trust in us and the likelihood of becoming regular customers will increase.
Don't worry about new clients
3. Serving female guests
Why do some hotels provide nursing kits and sewing kits? Because these ladies use a lot. For gender reasons, there are some differences in consumption habits between female and male guests. Therefore, hotels and B&Bs should treat them differently in terms of service: for example, if two women live in a room, non-female items such as razors should be removed, as well as cosmetic cotton, toilet paper, towels, grooming kits, sewing kits . , hair conditioner, etc. should be added accordingly. In addition, depending on length of guest's hair, you can decide whether to add hair ties, headbands and other intimate products.
Also note increase in number of hangers in accordance with number of guests' clothes. On cloud platform in bathroom, it is best to prepare a small plate for guest's beauty products. A warm weather reminder can be placed in a conspicuous place to ensure dressing index. If hotel staff detects that women are menstruating, they can provide brown sugar, marmalade and hot water for female guests to brew and drink.
Be attentive to service of women
4. Loyal customer service
Repeat customers are regular customers. Regular customers are usually very familiar with position and services of hotel, and are also very familiar with some of hotel staff. It should be noted that regular customers of hotel not only recognize products and services of hotel, but also like new and dislike old. So don't think that a repeat customer business is a good thing. In fact, serving loyal customers is both simple and difficult
It is recommended to repeat clients with resumes. Of course, there are standard instructions for client information and hobbies. Don't discount services. In addition, when providing subtle services for regular customers, they should also be flexibly changed according to actual situation, giving guests a sense of freshness and surprises, and avoiding repetitive services that are not new, making guests feel bored and bored.
Be careful with customer service
Seize moment and simplify process for regular customers. For example, when hotel rooms are cramped, their housing needs must also be met. It can provide quick check-in and quick check-out for regular customers. When guests go out to eat, they enter room in time to clean up and deliver fruits they like to eat or newspapers they read. , etc. Actually what loyal customers want is "special treatment" why they choose you for second time because you appreciate me enough because guests like hotel.
5. Service for foreign guests
If foreigners come to hotel, first step at this time is to find a person who speaks foreign languages to receive them. Therefore, it is best for hotels and guest houses to have requirements for front desk staff, as well as learn some common expressions for receiving foreign guests in their free time. And service is important too. Foreign guests should be welcomed as members of their families and friends, and foreign etiquette should be respected and taught at hotel reception.
In a gentle language, ask foreign employees what they need and why they are unhappy with premises, listen carefully and make a note. what foreign staff needs is to serve foreigners in good faith, and goal is good service, so that foreign guests can enjoy high-quality services that make them feel at home as soon as they enter hotel.
Serve foreign guests with passion
The services are endless. The above suggestions for different guests in hotel are for reference only. Hotel room service actually includes a lot of content. Learn more about hotel content and hotel supplies, follow me, don't get lost~