How to make the hotel lobby work and make guests feel at home?

A front office team with excellent service and strong service consciousness will give guests the feeling of "being at home" and "being at home". How to do this? The front desk plays the most important role, and of course it also needs the active cooperation of other departments. The negligence of either party will inevitably affect the service quality of the hotel, and it will not make the guests feel as warm as home.

First, the front desk smiling face: smiling, ten years old, smiling will not only make you happy, but also make the guests feel relaxed and happy, thus narrowing the distance between us and our guests. The front desk is a window of the hotel, and asking the receptionist to smile sweetly is a good start to improve the service.

2. Unforgettable memory: I receive all kinds of guests every day and ask the receptionist to remember every guest carefully. At least when the next guest arrives at the store, he should be able to tell at a glance that this guest is a repeat customer. When the waiter arrives at the front desk, he should say the guest's last name with a sincere smile to show his welcome, so that he will feel unparalleled respect for the guests. Let him feel at home, just like his relatives meet.

Third, work efficiency: the guests should be delivered to the room in time, and the reception process will not exceed 3 minutes, which will make the guests feel such a smooth stay, just like coming to their home.

Fourth, the cooperation of departments: after the guests check in from the front hall, they should pay close attention to the potential service needs of the guests and actively transmit information to relevant departments. If the guest arrives at the guest room, call the floor attendant and wait at the elevator door. When you meet a guest, politely call out his last name and take him to the room at the first time, which will make the guest feel extremely surprised and make him realize our requirements for service quality details.

5. Personalized service: the high-level requirements of hotel service, such as asking the guest's birthday, and sending happy birthday wishes to the guest on his birthday, so that the guest can feel your respect and attention to him. Remember the preferences of guests and provide them with relevant targeted and personalized services.

Service is everywhere, and only by heart can guests feel "at home".