How to communicate with guests

To establish a good relationship with guests, we must have a correct understanding of the guests, correctly understand the relationship between hotel employees and guests, and master the psychology and communication skills of guests. So how to communicate with the guests? What are there? Below I have sorted out the communication methods between hotel staff and guests for your reference.

Communication between hotel staff and guests. To understand the guests correctly, we must communicate with them well. First of all, we must understand the guests correctly. What's the guest? And then what? The guest is not what?

(1) Who are the guests?

1, the guest is the object of service

In the hotel's guest-host interaction, the two sides play different roles? Social role? . Who is the service staff? Service provider? Who is the guest? The recipient of the service? , is it? Who will serve? . The front office staff can never forget this in their work and can't take guests from? Who will serve? Into something else. All by? Provide services? Incompatible things should not be done. Especially if you can't go anyway. Gas? Your own guest. The reason is simple: guests come to the hotel, have they come? Spend money on enjoyment? Instead of coming? Spend money on gas? Yes

2. Guests are the proudest people.

When ordinary guests come to the front desk or restaurant of the hotel, the first sentence they say is:? Call your boss (manager). ? What are you doing here? Come and give one to the guests? Face? Give the guests face and other things (such as price and bill settlement) will be much easier. On one occasion, a hotel manager visited the hotel square and saw a frequent visitor, Boss Zhang, get out of the car. The businessman who brought him said that this is a famous local hotel and he has a good face in this hotel. He also said that wherever he went, the service staff knew him and respected him. He also said:? If you don't believe me, look at me. ? The regular customer brought his client to the front of the hall with a big smile. The doorman has opened the door and greeted him with a big smile. Good morning, boss Zhang! Please come in! ? Before Boss Zhang arrived at the reception desk, several waiters in the front desk greeted him with one voice. Hello, boss Zhang! ? Boss Zhang said:? A friend came and opened two suites. ? The waiter quickly checked in and asked Mr. Zhang to sign in. When he walked from the elevator to the guest room stairs, the room attendant had opened the room for them and greeted Boss Zhang and his party at the door? Boss Zhang thanked the hotel for giving it to him afterwards? Face? , making his business very smooth. A common saying in our service:? Give the guests face. ? Is this because it caters to guests? Seeking respect? Psychology.

The guest is a person with a sense of superiority.

In the hotel, everything we do is for the guests. As long as it is not unreasonable, we must satisfy them. Once, a tenant called the waiter and said that he had two guests and asked for two packs of tea and two disposable paper cups. There are two cups in the room, but the guests just don't need them. When the waiter took tea and two disposable paper cups according to the guest's request, the guest said that two more guests came and asked for two more bags of tea and two disposable paper cups. The waiter came back immediately to get them. The guest said to his friend, I heard that the waiters here have a good attitude. I'm going to test it. ? For such guests, as long as the requirements are not too high, we should try our best to satisfy them, which reflects an attitude problem.

4. The guest is a person with free emotions.

A guest drank too much in the restaurant and stumbled in the corridor. A waiter greeted him and wanted to help him. The guest got angry and shouted at the waiter for looking down on him. I obviously drank too much, but the guest insisted that half a catty of white wine was nothing. I fell down, but the guest shouted. Nothing. Nothing. ! Afterwards, the waiter helped him into the room, took off his shoes and coat, covered the quilt and closed the door before leaving. As long as the guest's behavior is not beyond the scope of the law, the service personnel should learn to tolerate the guest, put themselves in the guest's shoes and deal with these problems by empathy. In order to make the service work in place.

5. Guests are people who pursue enjoyment.

It is necessary to satisfy guests' spiritual and material enjoyment within a certain range, and constantly develop new products to satisfy guests' newer and higher enjoyment. For example, we find that the bedside control cabinet is too complicated and can be changed to one-way control; Add a cushion to the pillow of the bed, so that the guests can lie comfortably in bed and watch TV; Extend the meal time to meet the guest's room service; In order to facilitate the guests to find a waiter in the corridor, a service telephone is installed next to the elevator in the corridor; In addition to all kinds of snacks and playing cards in the room, the service center can also provide fruits and chocolates at any time according to the requirements of guests; There is also a special health massage service.

6. The guests are Mr. and Ms.

When talking about whether you have ever met a particularly rude guest, a manager of the Ritz-Carlton Hotel once said to the hotel trainees: If you are good to them, they will be good to you. Remember, you should provide quality service for gentlemen and ladies as a gentleman and lady. ? After that, he stopped, bent down to pick up some sundries on the ground, put them in his pocket, and then added: We should try our best to help the room attendants, just as they helped us clean the dining car in the building. ? The manager perfectly explained the communication between hotel employees, guests and colleagues with his words and deeds.

(2) guests? No? what

1, the guest is not the object of judgment.

Don't judge the guests at any time. This is very impolite. Please listen to a guest's experience and reaction.

? Walking into the restaurant of this hotel, a waiter came over politely, took me to my seat and gave me a menu. When I was looking at the menu, I heard a conversation between one waiter and another. Look at the old man who just left, he is almost skinny and reluctant to eat. He was too fat to eat less and was told to clean up all the dishes! ? I lost my appetite after listening to their comments. Although they didn't talk about me, who knows what they will talk about me after I leave? I suddenly feel that their courtesy to me is fake!

2. The guest is not the object of competition.

Don't argue with the guests about trivial matters, because even if you? Win? However, you offended the guests and made them dissatisfied with you and your hotel. In fact, you still lost.

3. Is the guest not here? Reasoning? Goal of

In the interaction with the guests, there is only one thing for the service staff to do, and that is to provide services for the guests. So, unless? Reasoning? It has become a necessary part of service. As a service person, shouldn't you go to the guests? Reasoning? Yes Especially when the guests are dissatisfied, don't defend yourself or the hotel, but apologize to the guests immediately and help them solve the problem as soon as possible. If the service is stopped, the time that should be used to serve the guests should be used to treat the guests? Reasoning? As a result, it must be? Thankless? .

4. Is the guest not here? Courses? And then what? Remodeling? Goal of

What kind of people are the hotel guests? There are many people with low ideological level, strong vanity and rude behavior. But the duty of the service staff is to provide services for the guests, isn't it? Courses? Or? Remodeling? Guest. If you need to educate your guests, you can only use it? Entertain guests? In a special way.

situation

One day, several guests were eating watermelons in the guest room, and melon seeds were everywhere on the table and carpet. A room attendant saw this situation and quickly took two plates and went over to the guest and said, I'm sorry, I didn't know you were eating watermelon. I should have sent two plates earlier. ? He went to clean up the melon seeds on the table and carpet. The guests were very embarrassed to see that the waiter not only didn't blame them, but also provided them with such warm and thoughtful service, and quickly made self-criticism. I'm really sorry for the trouble! Let's clean up ourselves. ? Finally, the waiter said to the guest. Please make yourself at home. If you have anything, just ask me! ? The waiter didn't use reprimand, but used it? How to provide service for guests? Educate guests.

Communication between hotel staff and guests. Master the skills of communicating with guests. Pay attention to the use of communicative language.

Lack of communication or improper communication is an important factor affecting the service quality of hotel front desk and other service departments. Positive and standardized communication language is an important way to improve the quality of hotel reception and hotel service. The following case illustrates this point well.

situation

I have an average of eight times a month to meet the receptionist, but there are still many receptionists who only focus on the immediate computer work: recording guest information and making room cards, which ignores the contact with guests and the core purpose of the service industry: hospitality and hospitality. But at the same time, most hotel managers understand that hotel service is actually a kind of knowledge and skills to communicate with guests. They train and guide all employees who come into contact with guests to become masters. From where? Master? Theoretically speaking, the waiter should take the initiative to communicate with the guests, and the waiter should greet the guests first. What have I met? Master? They will take the initiative to say hello to me and say? May I have your name, sir? Instead of just saying it? Did you sign in?

Many times, when I check in at the front desk, I will find that I am the room number. Like what? How many bags of coffee do you need in room 305? Or? 70 1 How many bath towels do you need in the room? . As? Master? Generally speaking, they will answer the guests politely and make sure to complete all the requirements. Like what? Mr. Kennedy, we'll send the towel to your room right away. Thank you for calling housekeeping. ? Out of the countless best hotels I have been to, nine times out of ten, there was something wrong with the room, and then the maintenance man came and looked at me blankly and said? Is the drain blocked? Then I nodded and said? Yes, the sewer is blocked? Then the conversation ends. . . Doug Kennedy

(2) Pay attention to the guests? Psychological service?

Does this hotel provide accommodation for guests? Double service? , namely:? Functional service? And then what? Psychological service? . Functional services meet the actual needs of consumers, and? Psychological service? That is to say, in addition to meeting the actual needs of consumers, consumers should also get a kind of? Experience? . In a sense, guests just spend money? Buy experience? Consumers. A very important part of the guest's experience in the hotel is the interpersonal communication here, especially with the hotel service personnel. This kind of communication often plays a decisive role in whether guests can have a relaxed and happy mood and take away good memories. Therefore, as a receptionist, as long as it can make guests experience relaxed and happy interpersonal communication, it is to provide guests with high quality? Psychological service? , is to produce high quality? Experience the product? .

In short, if the hotel staff can only smile at the guests and can't solve practical problems for them, of course not, but if they can only solve practical problems for the guests and don't know how to be a man, it is impossible to win the satisfaction of the guests.

(3) not only be polite to the guests, but also do it? Humble? 、? Careful?

Gentleness and courtesy can only prevent guests from avoiding guests? Not satisfied? And only? Humble? And then what? Careful? To really win customers? Satisfied. So-called? Careful? That is, treat guests warmly and thoughtfully, smile and ask questions; Do it. Humble? Didn't you just say you can't go with the guests? Compare high and low, fight for winning or losing? And consciously put it? A chance to show off? Give it all to the guests. If the hotel is a hotel. Stage? The waiter should consciously let the guests? Play the leading role? What about you? Play a supporting role? .

(4) treat, want? Understand?

To give guests a sense of intimacy, besides doing it? Emotional? Besides, do you have to? Understand? That is, by observing words and feelings, we can correctly judge the situation and emotions of guests, and make appropriate language and behavior responses to guests according to their situation and emotions. Like what? Are you sick, sir? .

In order to create a warm atmosphere and make guests feel warm and cordial when they come to the reception desk, we also integrate family service into our daily work. When the guests arrive at the reception desk, we try our best to talk to them and get information that is beneficial to our service, such as guests' preferences and tastes. One cold night, a guest from Nanjing checked in, listless, and kept wiping his nose, so I asked, Are you sick, sir? The guest said helplessly: the train is freezing to death, the bus is late, and there is no place to buy medicine. ? So I arranged a heated room for him and told him to drink more hot water. After arranging the guests, I called to deliver the medicine for free, and the medicine was delivered half an hour later. When I delivered cold medicine to my guest, he said excitedly: The service in your is really home. Even my own relatives can only do this. I really appreciate it． ?

(5)? Anti? Words? Positive? Say, isn't it for the guests? No?

To put it bluntly, irony means paying attention to the art of language, especially to master speaking? No? Art should be used as much as possible? Are you sure? What does this tone mean? Negative? The meaning of. For example, can you use it? You can smoke over there. Instead? Can't you smoke here? ; ? Just a moment, please. Your room will be ready soon? Instead? Sorry, your room is not ready yet? . Now I have to say, okay? No? Also, explain to the guests more and avoid being as stiff and cold as steel? No? Refuse guests at one stroke.

What did Hilton Hotel say to the guests? No?

Hilton doesn't allow employees to say to guests? No? . When a guest asks: Do you have a room? If not, what would you say?

? Sorry, the last two rooms we reserved have been sold. Excuse me?

As a five-star Hilton Hotel, if he only said this sentence, he only said half. What did the other half say? He should say:? I recommend two hotels to you, which are similar in grade to ours and low in price. It's 20 yuan. Shall I take a look at it for you? When the guest hears this sentence, can he not? The receptionist immediately contacted the room reservation centers of other hotels until the guests were put on the bus. This unexpected service will win the goodwill of the guests and stimulate their desire to stay at Hilton next time.

(6) deny yourself and don't deny the guests.

When there are obstacles in communication with guests, you should be good at denying yourself first, not the guests. For example, it should be said: if there is anything I haven't made clear, I can say it again. ? Instead of saying:? If you didn't hear me clearly, I can say it again. ?

(seven) for its good, avoid its taboo.

If the guest has any advantages he is willing to show, help him show them; On the other hand, if a guest has any shortcomings that he doesn't want others to know, he should hide them. For example, when a guest is in a hotel. Make a fool of yourself? Try to hide or downplay the guests, and never laugh at them.

(8) Don't use too casual language just because you are familiar with the guests.

After working in the hotel for a long time, many guests will become their friends. So the greeting is no longer "hello" but "wow! It's you! " The service between each other has also changed from "format" to "friend". This will lead to communication errors and even serious consequences.

situation

You're dead. Where's your family?

At the end of the year, one day after midnight at 65438+, a regular customer came to the front desk drunk to settle old scores. For security reasons, the cashier's counter account has been handed over to the finance department at this time. Guests should be paid by the accountant during the day. The waiter used to be familiar with this frequent visitor, and nothing happened before the stage, so the "format" of the service became casual among acquaintances, lacking the original respect and discretion. The conversation went from shallow to deep,

"How did you behave so badly? I don't want to send you money. If I die, don't I have to pay the bill? ! ? "

"It doesn't matter, you are dead, and your family, no matter what."

The guest was angry at that time. "Shit, it's almost the Spring Festival, and you still say such things?" As he spoke, he picked up something on the counter and hit the waiter on the head, threatening to let her go, repair her and make her pay.