Hotel switchboard service case

Hotel Case: Operator Case One day during the Golden Week of May Day, at about 19:40, the operator received a phone call from a foreign guest. He drove his family to Xinchang and booked a room in the hotel, but it was already dark and he didn't know how to drive to the hotel. The operator thought he knew the city best, so he asked the guest where he was and showed him the most convenient driving route. Twenty minutes later, the guests called for the third time, saying that they were already at the East Gate Turntable. Isn't this close to the hotel? Even on foot, it's only five minutes away at most, so the switchboard attendant told the guests without thinking: "Go around the turntable for about 100 meters, turn left at the entrance of Guo Bang Hotel and you will see our hotel!" "Come up? Where are you from? There are three or four roads in front of me, miss! I'm not from here, so why can't you make it clear? ! "The sudden cry from the other end of the phone froze the operator. It took her two seconds to react. In fact, there is a hotel direction sign on the turntable. Because it is not very big, the guests may not notice it. So the switchboard attendant quickly said he was sorry and reminded him to pay attention to the sign standing in the turntable. As soon as prompted, the guest immediately saw the sign, said "I know" and hung up. Comments in the hotel, no matter which position, whether you can really put the guests first, everything is considered from the perspective of the guests, which is very important to improve the quality of service. Nowadays, the hotel industry is in an era of fierce competition and meager profits. If the hotel still only serves its guests from its own perspective, it will eventually be eliminated by the market. In this case, the switchboard attendant said many things, such as: get up, get down, go east, go west, etc. At first, it was difficult for newcomers in a strange city to tell at seven or eight o'clock in the evening. If the waiter can put himself in the guest's shoes and less from his own point of view or position, then he can avoid yelling at the guests. Therefore, in order to provide good service for guests, modern hotels must change their concepts and strengthen the training of employees, so that employees can consciously stand in the position of guests and provide satisfactory services for guests. True feelings can win back guests!