Communication skills to improve hotel service quality

Communication skills to improve hotel service quality

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. The following are my communication skills to improve hotel service quality. Welcome to reading.

First, know the guests correctly.

To communicate well with guests, we must first know the guests correctly and understand "what is a guest?"

1, the guest is the object of service

In the hotel's guest-guest interaction, the two sides play different "social roles". Service personnel are "servers" and guests are "service recipients" and "service objects". The front office staff can never forget this in their work and can't change the guests from "clients" to others. Everything that is incompatible with "providing services" should not be done. Especially under any circumstances, you can't "gas" the guests. The reason is simple: guests come to the hotel to "spend money on enjoyment" rather than "spend money on hospitality".

2. The guests are all people 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 the tea and two disposable paper cups as requested by the guest, 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 to get them immediately. The guest said to his friend, "I heard that the waiters here have good attitudes. I'm going to test them." 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.

3. The guest is a free-spirited person.

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 obviously 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.

4. 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.

5. 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 kind to them, they will naturally be kind to you. Remember, you should provide quality services to 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 help 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.

Second, master communication skills with guests.

1, pay attention to the use of communication 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.

2. Pay attention to the "psychological service" to the guests.

Hotels provide guests with "dual services", namely "functional services" and "psychological services". Functional service meets the actual needs of consumers, while "psychological service" means not only meeting the actual needs of consumers, but also giving them an "experience". In a sense, guests are consumers who spend money to "buy experiences".

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 high-quality "psychological services" and produce high-quality "experience products".

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

3. Treat guests with "understanding"

If you want to give your guests a sense of intimacy, you should not only be "emotional" but also "considerate", that is, you can correctly judge the situation and mood of your guests by observing their words and feelings, and make appropriate language and behavior responses according to their situation and mood. "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 very cold night, a guest from Nanjing checked in, listless, and kept wiping his nose, so I asked, "Sir, are you uncomfortable?" The guest said helplessly, "The train is freezing to death, and the bus is late, so 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 the cold medicine to the guest, he said excitedly, "Your service is really home. Even my own relatives can only do this, thank you very much. "

4. Say "negative" words "positive" instead of saying "no" to the guests.

To put it bluntly, irony is to pay attention to the art of language, especially to master the art of saying "no" and express the meaning of "no" in a "yes" tone as much as possible. For example, you can use "you can smoke there" instead of "you can't smoke here"; Please wait a moment, your room will be ready in a minute, not "sorry, your room is not ready yet" When you have to say "no", you should also explain to the guests more, and avoid using the word "no" as hard and cold as steel to refuse the guests.

Don't use too casual language, 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 them has also changed from "format" to "friend". This will lead to communication errors and even serious consequences.

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