What kind of job is a lobby assistant? About banks

analysis:

● Clarify the duties of the lobby assistant

The lobby assistant is a manager who handles complex matters such as guest complaints, guest life safety and property safety on behalf of the general manager. The lobby assistant should handle problems tactfully, decisively and promptly from the standpoint of safeguarding the interests of the hotel. The lobby assistant exercises the functions and powers of the front desk manager in the absence of the front desk manager and is on duty 24 hours a day. At night, the lobby assistant is the highest authority of the hotel and the commander of the hotel. He must be familiar with the hotel's policies on some controversial issues and understand how much room for manoeuvre he has when he meets the special requirements of the guests.

● Handling guest complaints

(1) Treat the complaints of the guests with a positive attitude

Generally, the guests who complain are angry because they feel that the inferior service has teased them, which is unfair or even.

(2) Try to meet the requirements of the guests

Believe that most of the guests are reasonable, and even if you encounter individual picky guests, you should try your best to meet their requirements with the purpose of "guests first".

(3) Listen to the complaints of the guests with sincerity and patience

When you encounter complaints, you must first listen sincerely and patiently, and show sympathy while listening, so as to strive for emotional and psychological. Never start to explain or defend yourself before you finish listening, which will easily arouse the resentment of the complainant.

(4) Maintain the guest's self-esteem

Try to maintain or even enhance the guest's self-esteem, "I'm sorry that this happened to you", which can express the lobby assistant's concern about the guest's problems.

This is a hotel, and it should be similar. Just change the hotel into a bank.