What should I say when asking for consumption from guests?

In the actual work of the hotel, as a hotel practitioner, you need to think more from the perspective of the guests and give the guests a reason to spend. Highlight the characteristics of the hotel, gain insight into the real needs of guests, and be targeted. Comprehensively realizing the win-win situation between the hotel and its guests is the long-term survival of the hotel!

1. What guests need is high-quality service

The tremendous development of China's social economy has created an increasing number of middle classes. This means that the hotel's customer base is no longer just the people at the top of the pyramid; on the other hand, there are more and more wealthy people, and the concept of money is rapidly being weakened in people's consumption concepts. These objective conditions determine changes in customer needs.

From a subjective point of view, those born in the 1970s and 1980s will gradually become the mainstream of social consumption. This customer group has received a good education, cares about self-cultivation, and pays attention to fashion. Their understanding of hotel services is no longer the same as that of those born in the 1960s and 1950s.

So, what customers value more is service. Standardized and personalized services have become important reference factors for guests to choose hotels. Any hotel must pay attention to SOP, and more importantly, execution. Make good service a priority for guests and maximize their needs.

2. What customers need is value for money

In 2007, the author took my mother to Hangzhou. At the end of the day's trip, when choosing a hotel, a disagreement occurred. Which hotel should I choose? A budget hotel and a quasi-five-star hotel. The author believes that although the room price of this quasi-five-star hotel is high, the price-performance ratio is very good. The author's mother thought the price was high and asked to stay in a budget hotel.

Later, at the author’s insistence, I stayed in this quasi-five-star hotel. This story illustrates a very important point - cost-effectiveness is increasingly important. The role of price is weakening.

Creating cost-effective hotel products is a topic that hotels must study and overcome. Let guests feel affordable. Of course, these need to be considered and referred to the overall conditions surrounding the hotel and the city where it is located, and adjustments and judgments must be made based on these.

3. What guests need is consumption feeling and consumption environment

Consumption feeling and consumption atmosphere are very important. This is the sensory requirement that the hotel gives to guests, and it is also the main factor that induces guest consumption. Do you often have this experience? If the shopping mall is empty, we will subjectively assume that the products here are not good; if a restaurant is deserted and unpopular, we may not step into it.

If a hotel is too grandly decorated and does not pay attention to its own market positioning, consumers may feel that the consumption level here is very high, and many times they will not even have the courage to ask.

Therefore, creating a good consumption feeling and consumption environment will directly affect the guest's choice. This is just like people, you need to be friendly, so as to have good popularity. The hotel must create its own "affinity".