The guest is always right. Who said that?

The guest is always right ",which was put forward by Mr. statler, the father of modern American hotels.

The guest is always right: this concept requires the hotel to consider the problem from the standpoint of the guest, give the guest full respect and meet the guest's requirements to the maximum extent. It is embodied in the following four aspects:

(1) Fully understand the needs of the guests: it is not too much for the guests to put forward legitimate needs beyond the scope of hotel services, but the shortcomings of the hotel. Therefore, as a special service, the hotel must be satisfied, apologize to the guests and get their understanding.

(2) To fully understand the thoughts and mentality of the guests: the hotel must understand the outrageous attitudes and demands of the guests and try to influence them with better services.

(3) We should fully understand the misunderstanding of the guests: due to the differences in culture, knowledge and status, the guests do not understand the rules or services of the hotel and put forward various opinions or refuse to cooperate. The hotel must give its guests a sincere explanation and try to give them a satisfactory answer.

(4) We should fully understand the fault of the guests: for various reasons, some guests deliberately find fault or argue irrationally, so the hotel must adhere to the principle of "guests first", give the guests reasons and give them face.

In hotel service, it is emphasized that "the guest is always right". It is emphasized that when the guests misunderstand the service mode and content of the hotel or make comments on the service of the hotel staff, the hotel staff should first look at the problem from the standpoint of the guests and try to solve the problem from the perspective of understanding the guests and satisfying them. In addition, emphasizing that guests are always right mainly means that hotel staff should be tactful and artistic in dealing with problems. When the fault is really on the guest's side, or the guest really misunderstood the service of the hotel staff, the hotel staff should maintain the self-esteem of the guest through clever handling, especially when there are other guests present, so as not to make other guests feel that a guest's judgment is wrong or unclear. Of course, if the guest has serious deviant behavior or illegal behavior, this principle cannot be applied.

Keywords: guest hotel "guests are always right"

introduce

Entering the 2 1 century, the world tourist hotels are developing at an immeasurable speed, and the competition for guest service is becoming more and more important. As a waiter, we should always remember that "the guest is always right", because this is the basis and criterion for the survival and development of tourist hotels.

main body

First, the origin of "the guest is always right"

"The guest is always right" was put forward by Mr. statler, the father of modern American hotels. Emphasis is placed on the concept of unconditional service for guests. Hotels should always put guests in a "rational" position, even if the store is reasonable in some aspects, it should also "make people reasonable", which is the original intention of Mr. statler, the father of modern hotels in the United States. The premise of giving the "right" to the guests is not to compete with the guests for winning or losing. The professional ethics of tourism service industry requires employees to be not only reasonable, but also reasonable. "The guest is always right" is an idea, a slogan in service, and more importantly, the service standard that waiters should meet when training employees in hotels. The phrase "the guest is always right" must be mentioned in the training, which means that the service enterprise must strive to improve the service quality and ensure the satisfaction of the guests. Only when the guests are satisfied will they be willing to spend and the hotel will make a profit.

Second, the essence of "the guest is always right"

The slogan "The guest is always right" is often unacceptable to some service personnel. To accept this slogan and do it according to it, we must first find out what the essence of this slogan is.

1. "The guest is always right" means that the guest is God.

The guest is God, which means that the guest enjoys supreme status in the hotel. It is said that customers should be respected like God, which is not human nature, but the result of survival competition. Without good service, there will be no guests, and hotels will have no way to survive without guests. Therefore, hotels use various means to attract guests, and the times are changing, the demand of "God" is changing, and the power of "God" to hotels is becoming stronger and stronger. Only on the basis of in-depth investigation and study of "God" can hotels deeply grasp the law of customer demand, supplemented by unique marketing strategies, attract "God" and get the opportunity to satisfy "God".

2. "The guest is always right" is not a judgment of objective facts.

The service staff can't figure out: How can a guest be "always right"? Do they never make mistakes? Is there a difference between service staff and guests? Are the positions of service personnel and guests different? In fact, guests can't always be right. When there are differences between the service staff and the guests, it is impossible for the guests to be "reasonable" and the service staff to be "unreasonable" every time. For example, at lunch time in a Chinese restaurant in a hotel, several guests take their seats and start to order, and ask the waiter for advice from time to time. As a result, after a long time, the waiter still recommended the restaurant's special dishes and seasonal dishes according to the requirements of the guests, but they didn't order them, and they still asked questions. The waiter said, "When I come to this restaurant for the first time, I may not know much about the types and characteristics of the dishes here. Please don't worry, take your time. " Several guests finally ordered, but before the waiter turned to leave, the guests changed their minds and asked for something else. When the waiter turned to leave again, the guests changed their minds and asked for several more dishes. The guest felt embarrassed himself, but the waiter smiled and said, "It doesn't matter. It is our responsibility and obligation to give you satisfactory service. " The cordial and warm language deeply touched the guests. Through this incident, we can see the importance of thinking about "the guest is always right" for the hotel at the first time. If we take the sentence "the guest is always right" as the judgment of objective facts, we will never understand it. It must be pointed out that "the guest is always right" is not a judgment of objective facts, but a requirement and slogan for service personnel to serve the guests.