Can hotels improve OTA scores by improving service quality? How to improve hotel service and OTA score?

The improvement of hotel service quality will definitely help to improve OTA score. How to improve hotel service? ?

1. Hotel reservation?

Hotel reservation is directly related to sales. If you don't pay attention to a detail, you will directly lose the money of glistening. The details you should pay attention to are different in different booking channels. ?

1. Special requirements: If there are special requirements in the guest's order, the hotel should make detailed and accurate records, and try to prepare the extra beds, baby products and other services required by the guests in advance when arranging the room. ?

2. Telephone consultation: Before and after placing an order, guests will ask the hotel for information such as transportation, policies and services, and the hotel will answer the phone to ensure that the phone rings no more than three times. If the hotel can solve the doubts for the guests in time and in detail, it can improve the reservation conversion rate. ?

Second, walk into the lobby?

From the moment the guests entered the hotel lobby, a tug-of-war between the hotel and the guests began. Whether your door-to-door service can win the hearts of guests, if you are not careful, guests may write you down in a notebook, and it is only a matter of minutes to eat bad reviews. ?

1. Active service: When the guest's car arrives at the hotel, the service staff should take the initiative to open the door for the guest, greet the guest with a smile and help deliver the luggage. ?

2. Guidance and explanation: Guide the guests to the lobby front desk for check-in, and the service staff can actively communicate with their peers to understand their travel purposes and needs, and explain the services provided by the hotel to the guests. ?

Third, check in?

1, Check-in Waiting: The usual check-in time of the hotel is 14 in the afternoon, but many guests will still arrive early. If there are vacancies, the hotel will usually arrange to check in. If you can't arrange for the guests to stay, you should try your best to calm their emotions: help the guests to store their luggage, give free drinks and meal coupons to the hotel lobby bar, and provide suggestions for playing around. ?

2. Free upgrade: Guests carrying special groups such as the elderly, children and pregnant women are most likely to breed dissatisfaction with the hotel, so service personnel should pay more attention to their needs. Pregnant women should stay away from newly renovated rooms. For guests traveling with the elderly and children, if conditions permit, you can consider upgrading your room for free. ?

Fourth, enter the guest room?

As soon as he entered the room, the impression of the guests determined his satisfaction with the hotel to a certain extent. Ordinary guest room facilities need not be repeated, but the care of small details will make guests feel good. Up.

1. Room facilities: only shower gel and shampoo are provided in the bathroom? No, no, cotton swabs, cotton pads, contact lens care solution, makeup remover, body lotion ... The humidifier in the room gives extra points to the guests in winter. ?

2. Cleaning and cleaning: The cleaning of the room should be carried out as far as possible without disturbing the guests, so as to help them clean up the things that are misplaced. For guests' personal belongings, pay attention to the scale of arrangement, and leave a note to communicate with guests in uncertain places. ?

5. surprise service?

The service that can really improve the reputation of the hotel is often not a step-by-step process service, but a service that gives guests surprises and surprises. ?

1. Special date: newlyweds come for their honeymoon, and couples come to celebrate their anniversary. The hotel will decorate their rooms in advance, send them desserts, red wine, roses, and send small gifts such as shopping vouchers around them. During the college entrance examination season, many parents will take their children to the hotel to rest, and the hotel can also order small cards to cheer for the guests. ?

2, holiday gifts: guests stay in the hotel for many days, in the case of conditions, the hotel can authorize service personnel to upgrade the room type for the guests free of charge. In case of major festivals such as Spring Festival or Christmas, small surprise gifts can be prepared for guests. ?

Sixth, emergency?

Guests with children are prone to accidents. Once the hotel is not handled in time, it is easy to have disputes and complaints, which will reduce the reputation of the hotel. ?

1. Compensation for damage to articles: If the guest does not intend to damage low-value articles such as cups, he may consider exempting the guest from the compensation fee. ?

2. Medical treatment for diseases: If a guest is injured, the hotel should provide the following services: pacify the guest's mood, ask the medical staff for emergency treatment, arrange vehicles to take the guest to the hospital, and ask the hotel staff to assist the guest in handling the hospitalization procedures. ?