What should I do if I meet a guest who gives you a headache

What should I do if I meet a guest who gives you a headache

Hotel service personnel should try their best to master the personality characteristics of different guests, observe words and observe emotions, and provide symptomatic services, so as to improve guest satisfaction and win repeat customers for the hotel. Below, I will share with you what to do when you meet a guest who gives you a headache. I hope it helps you!

Impatient type

Most of these guests are college students and young people. They are impatient, quick-thinking and fast-paced, so the biggest requirement for service is immediacy and timeliness.

Therefore, the waiter should pay attention to the service mode and efficiency, and complete the service project as soon as possible after understanding the demand. Don't contradict problems, so as not to cause them to be impatient and angry, which will have a bad influence on the hotel.

Mild type

They are gentle, cultured, elegant and helpful, and most of them are female guests.

Hotel service must be cordial, never rude, introduce more service items and try to help them. At the same time, their rooms should be cleaned and tidied frequently, and kept clean and beautiful at all times.

Social type

Such guests are well-informed, good at rhetoric, like chatting, and have a lot of face; Usually communicate more, sophisticated and difficult to deal with.

Therefore, when serving food, we should pay attention to manners, be good at listening, don't pursue curiosity, and it is best to keep a certain distance from them. Because they have extensive communication and many acquaintances, they should pay special attention to the high quality, high level and high efficiency of service.

Exclusive type

This kind of guest is not easy to associate with others, so be careful of others everywhere; Stubborn, not easy to accept others' opinions and suggestions; Selfish, easy to have conflicts and disputes with others because of trivial matters; And once the demand is not met, it may be a big fight in public.

Therefore, the waiter had better not chat with them when serving, and try to do it according to their requirements. When there is a problem, we should pay attention to tolerance and patience, never quarrel with them, and always pay attention to the relationship with other guests.

Complaining type

Complaining guests always complain, even if they do something wrong, they will put the blame on the hotel, and complaints are often on their lips.

When meeting such a guest, the waiter should be warm and thoughtful and try to give him courtesy. When they complain, they should pay attention to listening, be polite and kind, never argue with them, and seek appropriate opportunities to apologize to them and try to solve the problem satisfactorily.

Timid type

Such guests are introverted and timid, and generally do not easily express their dissatisfaction and put forward their real needs.

Therefore, waiters should pay attention to strengthen observation, understand their real thoughts, provide what they urgently need in time, and eliminate their timidity through the best service to make it feasible in hotels? Home? This feeling. Be careful not to lose your temper with them, so as not to aggravate their psychological pressure.

Decentralized type

This kind of guest is rambling, careless, indecisive, listening to other people's opinions, but a little careless.

Waiters should be serious, generous and polite when serving. At the same time, we should seriously and responsibly put forward opinions on the relevant matters raised by the guests to help them make decisions and enhance their confidence.

open

They are extroverts, generous in character and good in performance. They have no reservations about anything, are easy to communicate and dare to act.

Try to meet their needs when serving, and you can ask them directly if you have any requirements, but listen to them more and don't agree casually.

Type of achievement

Such guests have made achievements in their careers, so they often feel arrogant and self-righteous, thinking that everything they do, demand and decide is right.

Waiters should be polite and generous when serving, neither humble nor supercilious; Usually, you can obey their requirements and do as they ask, but for those requirements that cannot be met, simply explain the reasons so as not to cause complaints.

Rational type

Such guests usually don't talk much, can observe and treat things calmly and objectively, love reading books and newspapers, and generally have their own opinions.

When serving, be warm and polite to show respect, and be careful not to disturb at will. After making clear the needs of the guests, do a good job of service according to the requirements of the guests. It is generally important to take good care of such guests, impress them with the service of the hotel and publicize it to the people around them.

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