On the understanding of hotel service communication skills. Urgent. Online, etc

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.

First, know the guests correctly.

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

(1) Who are the guests?

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. Guests are the proudest people.

When ordinary guests come to the front desk or restaurant of a hotel, the first thing they say is: "Call your boss (manager)." What are you doing here? Give the guest a "face", give the guest a 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, "Look at me if you don't believe me." The regular customer brought his client to the front of the hall with a big smile. The doorman had already opened the door and greeted him with a big smile: "Good morning, Boss Zhang! Please come in! " Before Boss Zhang arrived at the service desk, several waiters in the front hall greeted him with one voice: "Hello, Boss Zhang!" " Boss Zhang said, "Some friends came and opened two suites." "The waiter to check in, let Mr. Zhang 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 ... Afterwards, Boss Zhang thanked the hotel for giving him "face" and made his business very smooth. There is a saying in our service: "Give your face to the guests. "This is because it caters to the guest's psychology of" seeking respect ".

The guest is a superior person.

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 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.

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 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.

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 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.

(2) What is a guest's "no"

1. The guest is not the object of criticism.

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

"When I walked into the restaurant of this hotel, a waiter came over politely, took me to my seat and gave me a menu. Just as I was reading the menu, I heard a conversation between the waiter and another waiter: "Look at the old man who just left, he is too thin to eat, and he is still shrinking ..." "Why, that one can be so fat, and he is afraid to eat less, so he has to clean up all the plates! "After listening to their comments, I lost my appetite. 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", you have offended the guests and made them dissatisfied with you and your hotel. In fact, you still lost.

3. The guest is not the object of "reasoning"

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. Therefore, unless "reasoning" has become a necessary part of service, as a service worker, you should not "reason" your guests. 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 and the time that should be used to serve the guests is used to "reason" the guests, the result will definitely be "thankless".

4. The guest is not the object of "lesson" and "transformation"

Among the hotel guests, there are many people who are "all kinds", with low ideological level, strong vanity and rude behavior. But the duty of service personnel is to provide services for guests, not to "teach" or "reform" guests. If we must educate our guests, we can only use the special way of "serving our guests".

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, "Sorry, I didn't know you were eating watermelon.". I should have sent two plates. " 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. They quickly criticized themselves: "I'm really sorry for giving you trouble!" Let's clean up ourselves. " Finally, the waiter said to the guest, "Please don't hesitate to ask me anything!"

The waiter didn't reprimand the guests, but educated them in the way of "serving the guests".

Second, master communication skills with guests.

(A) 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 the host's point of view, the waiter should take the initiative to communicate with the guests, and the waiter should greet the guests first. All the "hosts" I have ever met will take the initiative to say hello to me and then say, "May I have your name?" Instead of just saying "check in?"

Many times, when I check in at the front desk, I will find that I am the room number. For example, "Room 305 needs more bags of coffee" or "Room 70/kloc-0 needs more bath towels". As "hosts", they will answer the guests politely and make sure that all requirements are met. For example, "Mr. Kennedy, we'll send the towel to your room right away." Thank you for calling housekeeping. " Among 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 sewer blocked? Then I nodded and said, "Yes, the sewer is blocked", and the conversation ended. . .

Doug Kennedy

(2) Pay attention to the "psychological service" for 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 guests can 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) Not only be polite and polite to guests, but also be "modest" and "attentive"

Being gentle and polite can only prevent and avoid the "dissatisfaction" of the guests, but only "humility" and "hospitality" can truly win the "satisfaction" of the guests. The so-called "hospitality" means being warm and considerate to guests, smiling and answering questions; To be "modest", not only can't compete with guests, but also consciously give guests all opportunities to show off. If the hotel is a "stage", the waiter should consciously let the guests "play the leading role" and "play the supporting role" by themselves.

(d) Treat guests with an "understanding" attitude

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. "

(5) Say "no" and "yes" and never say "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.

How Hilton Hotel Say "No" to Guests

Hilton does not allow employees to say "no" to guests. When a guest asks, "Is there a room?" If not, what would you say?

"I'm sorry, the last two rooms we reserved have been sold out. Sorry. "

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 with similar grades and low prices." 20 yuan, do you want to help you? " When the guests hear this, can they 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, we should say, "If there is something I haven't made clear, I can say it again." Instead of saying, "If you don'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 "makes a fool of himself" in a hotel, try to cover it up or downplay it, and never laugh at the guest.

(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, and 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. "Mama of, it's almost the Spring Festival, and you still say this ..." He said that he picked up something on the counter and hit the waiter on the head, and threatened to let her go, repair her and make her pay.

As can be seen from the above events, guests can joke about you as an "acquaintance" and befriend you casually, but they can't be waiters. At work, hotel employees can't get familiar with the guests, which leads to the lack of polite expressions.

Summary of this chapter

Establishing good customer relationship is the guarantee and prerequisite for the success of hotel management, and modern hotels must attach importance to customer relationship.

The establishment of positions such as assistant manager of hotel lobby and director of guest relations is mainly to solve various problems encountered by hotel guests and establish good guest relations.

The responsibility and orientation of the assistant manager in the lobby is a problem that needs serious study. In fact, the assistant manager of the lobby plays different roles in the hotel. Some have management functions, some only play the role of coordination (coordination between guests and departments), and some only play the role of translation; Some are equivalent to the level of department manager (rare), and some enjoy the level of supervisor (common); Some have the right to interfere with the services of various departments of the hotel, while others can only guide the work of the front office. The authority of the assistant manager in the lobby is too large, which may lead to dual leadership and lead to various contradictions. If the authority is too small, it will be useless, and the assistant manager of the lobby will not play its due role ... The hotel should make a reasonable positioning of the assistant manager of the lobby according to its own actual situation, so that it can better play its own functions without causing management confusion.

The guest service director is subordinate to the assistant manager in the lobby, and usually needs to be set up in a large-scale high-end hotel with more than four stars.

Correctly handling guest complaints is an important link in establishing good guest relations. The service and management personnel at the reception desk should learn the methods and skills of handling guest complaints.

In order to meet the personalized needs of the guests, the hotel should establish a guest calendar file to record the characteristics of each in-house guest's needs, so as to provide personalized service for the next visit, which is also an important part of improving guest relations and the development trend of modern hotel management.

Classic example

June 2 1 around 7 am. 13 12 room called me (assistant manager of the lobby) for help: I stayed in a hotel with my lover last night, but I didn't expect my wife to knock on the door of the room early in the morning. I was frightened and asked Ben for help! I immediately rushed to the scene and took out a fake accommodation sheet to the noisy "wife" at the door to prove that the room was not what she was looking for. As a result, she said, "I heard my husband talking. Open the door quickly, or I'll smash it." I really don't know what to do when I see her heartbroken.

Comment and analysis

The hotel is at fault in this matter: the waiter should not tell the guest's room number and check-in information, which is caused by the waiter's dereliction of duty or inexperience, and the hotel should learn from it.

The principle of handling this matter is: don't make a scene, don't make a scene in the hotel, so as not to affect other guests and cause adverse effects.

The assistant manager in the lobby should first consider using the tactics of "shifting the mountain tiger", that is, comforting the lady, trying to distract her (for example, going to the lobby or office for a cup of tea and listening to her "complaining"), and at the same time trying to inform the guest room to leave the room.

If it doesn't work, just tell the lady clearly:

(1) We can't open the door for you.

We must keep the information of all the guests in the hotel confidential.

(3) The hotel does not provide any arbitration and legal aid. If you need help in this area, please contact the public security organ or the legal department.

(4) If you want to smash the door, or damage any facilities of the hotel, or affect our normal operation in any way. I will ask the security guard to restrict your actions, and report to the public security organ, asking you to pay compensation according to the price.

If she really makes trouble, do it according to article 4. Just tell the police station that someone is making trouble and smashing things, and don't say anything. As long as the police come, the contradiction between her and you will be transferred to the police, and you will be fine.