Communication skills in hotel service

To establish a good relationship with guests, we must have a correct understanding of the guests, correctly understand the relationship between hotel employees and guests, and master the psychology and communication skills of guests. Below I have sorted out the communication skills in hotel service for your reference.

Communication skills in hotel service (1) Pay attention to the use of communication language.

Lack of communication or improper communication is an important factor affecting the service quality of hotel front desk and other service departments. Positive and standardized communication language is an important way to improve the quality of hotel reception and hotel service. The following case illustrates this point well.

situation

I have an average of eight times a month to meet the receptionist, but there are still many receptionists who only focus on the immediate computer work: recording guest information and making room cards, which ignores the contact with guests and the core purpose of the service industry: hospitality and hospitality. But at the same time, most hotel managers understand that hotel service is actually a kind of knowledge and skills to communicate with guests. They train and guide all employees who come into contact with guests to become masters. From where? Master? Theoretically speaking, the waiter should take the initiative to communicate with the guests, and the waiter should greet the guests first. What have I met? Master? They will take the initiative to say hello to me and say? May I have your name, sir? Instead of just saying it? Did you sign in?

Many times, when I check in at the front desk, I will find that I am the room number. Like what? How many bags of coffee do you need in room 305? Or? 70 1 How many bath towels do you need in the room? . As? Master? Generally speaking, they will answer the guests politely and make sure to complete all the requirements. Like what? Mr. Kennedy, we'll send the towel to your room right away. Thank you for calling housekeeping. ? Out of the countless best hotels I have been to, nine times out of ten, there was something wrong with the room, and then the maintenance man came and looked at me blankly and said? Is the drain blocked? Then I nodded and said? Yes, the sewer is blocked? Then the conversation ends. . . Doug Kennedy

Communication skills in hotel service (2) Paying attention to guests? Psychological service?

Does this hotel provide accommodation for guests? Double service? , namely:? Functional service? And then what? Psychological service? . Functional services meet the actual needs of consumers, and? Psychological service? That is to say, in addition to meeting the actual needs of consumers, consumers should also get a kind of? Experience? . In a sense, guests just spend money? Buy experience? Consumers. A very important part of the guest's experience in the hotel is the interpersonal communication here, especially with the hotel service personnel. This kind of communication often plays a decisive role in whether guests can have a relaxed and happy mood and take away good memories. Therefore, as a receptionist, as long as it can make guests experience relaxed and happy interpersonal communication, it is to provide guests with high quality? Psychological service? , is to produce high quality? Experience the product? .

In short, if the hotel staff can only smile at the guests, but can't solve the practical problems for them, of course not, but if they can only solve the practical problems for the guests, but don't know how to be human, it is impossible to win the satisfaction of the guests.

Communication skills in hotel service (3) Not only should you be polite to guests, but also do it? Humble? 、? Careful?

Gentleness and courtesy can only prevent guests from avoiding guests? Not satisfied? And only? Humble? And then what? Careful? To really win customers? Satisfied. So-called? Careful? That is, treat guests warmly and thoughtfully, smile and ask questions; Do it. Humble? Didn't you just say you can't go with the guests? Compare high and low, fight for winning or losing? And consciously put it? A chance to show off? Give it all to the guests. If the hotel is a hotel. Stage? The waiter should consciously let the guests? Play the leading role? What about you? Play a supporting role? .

Communication skills in hotel service (4) How to treat guests? Understand?

To give guests a sense of intimacy, besides doing it? Emotional? Besides, do you have to? Understand? That is, by observing words and feelings, we can correctly judge the situation and emotions of guests, and make appropriate language and behavior responses to guests according to their situation and emotions. Like what? Are you sick, sir? .

In order to create a warm atmosphere and make guests feel warm and cordial when they come to the reception desk, we also integrate family service into our daily work. When the guests arrive at the reception desk, we try our best to talk to them and get information that is beneficial to our service, such as guests' preferences and tastes. One cold night, a guest from Nanjing checked in, listless, and kept wiping his nose, so I asked, Are you sick, sir? The guest said helplessly: the train is freezing to death, the bus is late, and there is no place to buy medicine. ? So I arranged a heated room for him and told him to drink more hot water. After arranging the guests, I called to deliver the medicine for free, and the medicine was delivered half an hour later. When I delivered cold medicine to my guest, he said excitedly: The service in your is really home. Even my own relatives can only do this. I really appreciate it． ?

Communication skills in hotel service? Anti? Words? Positive? Say, isn't it for the guests? No?

To put it bluntly, irony means paying attention to the art of language, especially to master speaking? No? Art should be used as much as possible? Are you sure? What does this tone mean? Negative? The meaning of. For example, can you use it? You can smoke over there. Instead? Can't you smoke here? ; ? Just a moment, please. Your room will be ready soon? Instead? Sorry, your room is not ready yet? . Now I have to say, okay? No? Also, explain to the guests more and avoid being as stiff and cold as steel? No? Refuse guests at one stroke.

What did Hilton Hotel say to the guests? No?

Hilton doesn't allow employees to say to guests? No? . When a guest asks: Do you have a room? If not, what would you say?

? Sorry, the last two rooms we reserved have been sold. Excuse me?

As a five-star Hilton Hotel, if he only said this sentence, he only said half. What did the other half say? He should say:? I recommend two hotels to you, which are similar in grade to ours and low in price. It's 20 yuan. Shall I take a look at it for you? When the guest hears this sentence, can he not? The receptionist immediately contacted the room reservation centers of other hotels until the guests were put on the bus. This unexpected service will win the goodwill of the guests and stimulate their desire to stay at Hilton next time.

Communication skills in hotel service (6) Deny yourself, not the guests.

When there are obstacles in communication with guests, you should be good at denying yourself first, not the guests. For example, it should be said: if there is anything I haven't made clear, I can say it again. ? Instead of saying:? If you didn't hear me clearly, I can say it again. ?

Communication skills in hotel service (7) Do what you like and avoid what you don't like.

If the guest has any advantages he is willing to show, help him show them; On the other hand, if a guest has any shortcomings that he doesn't want others to know, he should hide them. For example, when a guest is in a hotel. Make a fool of yourself? Try to hide or downplay the guests, and never laugh at them.

Communication skills in hotel service (8) Don't use too casual language just because you are familiar with the guests.

After working in the hotel for a long time, many guests will become their friends. So the greeting is no longer "hello" but "wow! It's you! " The service between each other has also changed from "format" to "friend". This will lead to communication errors and even serious consequences.