How to provide personalized service in a hotel?

1. Personalized service = treating guests differently

Although no one wants to admit that personalized service itself is actually a high-quality service provided to a few important guests, but this is the fact . Some personalized services cannot be extended to all guests, and may even seize resources that other guests should enjoy, leading to dissatisfaction of other guests.

Negative Case 1

When a hotel receives a VIP reception task, it often has to control an elevator for VIP exclusive use. Other guests want to enter as soon as they see the elevator is empty, but are told It is specially prepared for VIPs. Some guests may cooperate and take other elevators, but some guests are dissatisfied, especially when they see an empty elevator but are not allowed to take it.

Negative Case 2

Some hotels have introduced a no-room-checking system for guests with good reputation. When checking out, you can directly hand over the room card to the front desk and go through the checkout procedures. But sometimes, some guests are exempted from ward rounds, and some guests have to wait for ward rounds, which will make the guests who are checked feel inferior or have a bad reputation.

2. Cannot keep pace with the times

Some personalized services must be continuously adjusted according to actual conditions. Otherwise, not only will it fail to impress the guests, but it may also cause a burden on the guests. Many hotel rooms have launched a "note" service. Each note is a reminder about the weather, diet, etc., which will make people feel warm at first. But if all you see are the same routines every time, it will make guests feel that your hotel is uncreative and perfunctory.

2. The "impersonal" personalized service in the guest room

1. The hair dryer that cannot be found

The hair dryers in hotels are usually wrapped with wires. It has to be packed tightly, packed in bags, and hidden in various places. Every time guests have to rummage through the boxes to find it, it’s very troublesome.

2. Personalized decorations covering the bed

The hotel provides personalized welcome services and places personalized decorations on the bed, hoping to "surprise" guests. Serve. However, most hotels have never thought that tired guests enter the room hoping to lie on the bed and relax, but the various furnishings on the bed can put people off. Such a "surprise" may be a "shock".

3. Sprinkle flower petals in the toilet

Some hotels scatter flowers in the toilet to create some "personalized" points, but in fact many guests do not perceive this service The meaning may even feel "irritating to the eyes".

4. Tightly wrapped quilts

Western-style beds are now popular in guest rooms. The foot of the bed must be tightly wrapped and the quilt should be pressed into the mattress. But in fact, many guests habitually take out their quilts before going to bed.