How to maintain a good relationship between Crowne Plaza Changsha and VIPs

The maintenance of hotel customer relationship is a systematic problem. Hotel management is a complex management system, and maintaining customers is also a systematic work, which is also a problem that every hotel manager, salesperson and various departments should consider and attach importance to. Here are some suggestions for your reference:

1, promote maintenance with service. Service is the focus of hotel work, and the quality of service is related to the degree of guests' favor for the hotel, so service is an important part of hotel management. First of all, we should convey the concept of employee service from the training, cultivate the concept that "guests are parents of food and clothing" and meet the requirement that "all employees must be warm and polite when meeting guests", so that guests will have a good first impression of the hotel; Secondly, all departments should work together and pay attention to the details of each link. For example, when booking a room, the sales department should accurately record the guest's requirements and then carefully pass them to the front desk. The front desk should record the guest's room arrangement and room requirements in detail and accurately transmit them to the room service center. When the room service center or room attendant knows what the guests want to eat, they should also pass it on to the food and beverage department in time to ensure that the information is accurate. The staff of relevant departments should make preparations in time or in advance, so that guests can enjoy distinguished service as soon as they arrive at relevant places. Imagine that guests will feel at home; Finally, try to provide personalized service. Of course, this needs a process, but it should be the direction of efforts. The so-called personalized service means that the service personnel know the guests' situation very well, such as the dishes they like, the fruits they like, the regularity of the time when they get up, and so on. When guests come to dinner, the waiter can make preparations in advance, and the guests will be happier. If the waiter can remember the guest's name and address once or twice, the guest will be more surprised, so "satisfaction plus surprise"

2. Preferential maintenance. What I said before is mainly aimed at business guests and individual customers, but as a hotel, there are many people who come to the hotel for consumption, and the preferential maintenance is mainly aimed at some large corporate customers. These customers are characterized by stable customers and strong support for the hotel, that is, the usual agreement customers. For this part of customers, it is necessary to formulate relatively favorable price standards, and set up special personnel to track and maintain them, mainly adopting the strategy of regular visits.

3. Maintenance of interests. The so-called interest maintenance is to use certain kickbacks, red envelopes and so on. , usually used for online booking companies, travel agencies and staff who introduce guests to hotels for consumption. For example, some office workers organize meetings and arrange meals. If you can give him some reasonable kickbacks, he will naturally put the meeting or dinner under the same conditions in the hotel. If you get along for a long time, then the annual meeting and daily reception of these companies will become loyal customers of the hotel.

Wish the hotel a prosperous business!