Home outside the hotel

1) Make good use of the guest list and prepare for the service.

By establishing a guest information table, analyzing and sorting out guest information, and understanding and mastering the needs of different guests, hotels can strengthen the pertinence and effectiveness of service work and make good service preparations.

(2) Provide human services and make emotional investment.

Hotel services should not only meet the material needs of guests, but also meet their spiritual needs. For example, when the newlyweds check in, the hotel will carefully decorate the decorations in the room to set off the festive atmosphere, and the lobby manager will give gifts on their behalf; Guests who celebrate their birthdays in the hotel can get birthday cakes and beautiful greeting cards presented by the hotel. The hotel gives emotional input to its guests, making them truly feel that the hotel is their "home away from home".

(3) show concern at critical moments.

Every contact between the waiter and the guest is a critical moment. Finding out the key moments in the service process and improving the service quality of key links will leave a deep impression on the guests.

(4) The subtleties show the true feelings

The service characteristics of the hotel can be reflected in many details, and the places that leave a deep impression are often subtle. In the rooms of Four Seasons Hotel Hamburg, in order to ensure that guests are not disturbed by the noise in the street, the windows facing the street have two layers of glass; In order to make the guests feel safe, two doors open to the corridor. Take good care of the guests.