Six emotional needs of guests for hotels

Provide personalized service for customers who feel at home.

The demand of every customer who comes to the hotel is that the hotel is the customer's other home.

Therefore, hotels should grasp the needs of customers, provide them with corresponding personalized services, and strive to create a feeling of being at home for customers, so that guests can truly enjoy the warmth, comfort and convenience of home in the hotel.

At the same time, we should also see that customer needs have different sides.

In today's era of personalized consumption, it is far from enough for hotels to rely solely on the implementation of standardized services. Hotels should pay attention to personalized service on the basis of standardization. Only in this way can we be regarded as quality service and retain customers' hearts.

However, the needs of most customers are like icebergs on the sea, and only a small part is exposed. How to identify and meet the needs of different customers, so that customers can enjoy home-like service in the hotel is not easy.

At ordinary times, hotel managers should pay attention to cultivating employees' good habit of thinking about customers' needs with their common sense and work experience.

02

Know how to take care of customers' expectations at a reasonable level.

The customer's evaluation level of hotel service depends on his expectation of hotel service and the service level gap he has experienced personally.

If the hotel service exceeds the expected level, then the guests will be very satisfied with the hotel service;

If the service level of the hotel does not reach the expected level of the guests, even if the service level of the hotel is objectively good, the guests will be dissatisfied.

Therefore, hotels should improve customer satisfaction and fully take care of customers' expectations under the established service level.

At present, the practice of hotel management in China is still blank in customer expectation management and has not received corresponding attention.

Market communication has obvious influence on customer quality. In the process of publicity, the hotel should not preach unrealistically, so as to avoid customers complaining about the hotel's service evaluation.

In essence, managing customers' expectations means asking the hotel to seek truth from facts in its external publicity and earnestly fulfill every promise made by the hotel to its guests.

03

Listen to the voice of customers in the service.

Many hotel managers can't actively listen to customers' opinions and suggestions and handle them properly.

In fact, not every dissatisfied customer will complain about his dissatisfaction with the hotel. It is possible that an dissatisfied customer chooses to change to another hotel quietly, or it is possible to tell everyone around him about his dissatisfaction.

In this way, the hotel may lose more than one dissatisfied guest, but a large number of guests. If the hotel can hear the voice of customers in the service, it can retain customers.