As a hotel lobby manager, what details should I pay attention to?

The main responsibility of the assistant manager in the lobby is to receive every guest who meets difficulties and needs help in the hotel on behalf of the hotel and solve them within his own authority, including answering guests' own inquiries, solving guests' problems and handling guests' accommodation. Therefore, the assistant manager of the lobby is the bridge between the hotel and the guests, and it is an important link for the hotel to establish a good guest relationship. In order to do our assistant manager's work well, this paper summarizes the "ten taboos" of the assistant manager's work in the lobby. First, avoid always sitting rigidly on the lobby workbench. Many times, the assistant manager of the lobby should greet the guests coming and going in the lobby, answer some questions of the guests at will, and never miss any opportunity to communicate with them. On the one hand, it facilitates the guests, humanizes the service of the hotel and increases the affinity of the assistant manager in the lobby. On the other hand, we can collect more guests' opinions and suggestions on the hotel, help us find the problems and deficiencies in the service and management of the hotel, find hidden dangers in time, and control them before the guests complain. 2. Avoid calling employees in other departments of the hotel "them" in front of guests. In the eyes of the guests, the hotel is a whole. No matter which department has a problem, he will think it is the responsibility of the hotel, and the assistant manager of the lobby works on behalf of the hotel. Therefore, it is forbidden to call employees in other departments "them" in front of guests. Third, avoid paying attention to time, place and place when handling complaints. Some assistant managers in the lobby often only pay attention to the principle of timeliness when dealing with guest complaints, but ignore the flexibility and artistry in dealing with problems. For example, if a guest gets angry during lunch break, eating, or in public places such as dormitories and banquet halls, the effect of handling complaints at these times and occasions is not good, and it may also cause guests to resent, adding "qi" to "qi" and burning oil on the fire. Fourth, avoid lack of self-confidence and show excessive humility in front of guests. To be exact, the assistant manager of the lobby handles the complaints of the guests and receives the relevant receptions on behalf of the general manager of the hotel. His words and deeds represent the image of the hotel, and he should show full self-confidence, courtesy, hospitality, neither supercilious nor humble. Excessive humility is a sign of lack of self-confidence, which is often looked down upon by guests and loses confidence in the hotel. It is both a bad thing and a good thing to avoid guest complaints. The customer who complains is like a doctor, who provides diagnosis for the hotel free of charge, so that hotel managers can prescribe the right medicine, improve services and facilities, and improve service quality and management level. So, don't avoid complaining, treat it correctly. 6. Don't speak carelessly and leave no room. In order to avoid putting yourself in a passive position when handling guests' check-in, you must leave room for yourself and don't say anything to death, but you must clearly tell the guests how long it will take to solve the problem. 7. Don't be unfamiliar with hotel business and related knowledge. If the assistant manager in the lobby is not familiar with the hotel business knowledge and related knowledge, such as room service procedures, food delivery services, cashier procedures and related regulations, hotel discounts, credit card knowledge, washing knowledge, basic laws and regulations, civil aviation ticketing knowledge, etc., it will inevitably affect the accuracy and timeliness of handling complaints, and will also lose the trust of guests in us. Eight, don't be afraid to have a mentality of secretly competing with guests. Generally speaking, guest complaints indicate that there is something wrong with our service and management. Generally speaking, guests are unwilling to complain in person. Therefore, even if the guest's words and deeds are somewhat different, the "right" should be given to the guest. Because although we "won" the guests on the surface, we offended them and made them dissatisfied with us and the hotel. In fact, we still lost. Nine, to avoid handling complaints only for guests, can not understand the real intentions of guests, complaints can be summarized into three kinds of mentality, namely: seeking to vent, seeking respect, seeking compensation. The assistant manager in the lobby should be able to accurately grasp the real mentality and intention of the guest's complaint, give the guest an opportunity to vent, and don't argue and explain unnecessarily with the guest. Even if correctly understanding the mentality and intention of complaints is the key and shortcut to handle complaints well. X. Avoid neglecting further attention to the complaint results. The person who receives the guest's complaint is often not the one who really solves the problem, so it is still a question mark whether the guest's complaint can be finally solved. In fact, many guests' complaints have not been fundamentally solved, or this problem has been solved, but another problem has emerged. Therefore, it is particularly important to track the handling process of complaints and pay attention to the handling results; It will make guests feel that the hotel's complaints are very important, thus making guests leave a good impression on the hotel.