Excellent service case of hotel concierge department

A VIP (very important guest-VIP) came to the front desk and registered with the escort. The service staff learned his identity through the hint of airport pick-up, immediately called out the guest's name, and handed over the printed registration card for him to sign, which made the guest feel the different status and was particularly happy because of his extraordinary respect.

Maslow's hierarchy of needs theory holds that the highest demand of human beings is to be respected by society. When a person's name is known by others, it is a good satisfaction to this demand.

In the service industries such as hotels, it is an art of service and an artistic service to actively and enthusiastically address guests by their names. Through the hotel service desk staff to remember the guest's room number, name and characteristics, with keen observation and good memory, to make meticulous and thoughtful service, so that guests will leave a deep impression, guests will mention how the hotel is on different occasions in the future, equivalent to the hotel's voluntary propagandist.

At present, famous hotels in China stipulate that guests should be called by their first names at least three times when they check in. The front desk staff should memorize the names of VIPs, learn as much as possible about them, and try to call them by their first names before they come to the store. When you see them again, you can call them by their first names, which is the most basic condition for a qualified waiter. At the same time, they can also use the computer system to make historical records for all the guests who stay. Provide guests with super-standard and high-grade quality services, treat every guest as a VIP, and let guests feel from the heart that the hotel will never forget them.

2. From conversation to gifts.

In summer, in the lobby of a hotel in Nanjing, two foreign guests came to the assistant manager's desk. Ni, the assistant manager of the lobby, immediately got up, smiled and greeted with respectful words, making the two guests anxiously tell their anguish: "We came here from England to take charge of a project, and it took about three months without an interpreter. We are blind. Is there any way to get rid of this strangeness as soon as possible? " Xiao Ni smiled and replied in English: "Thank you for guiding our store and making the hall bright. This historic city also welcomes you, and your British gentlemanly demeanor in the street will definitely win the appreciation of the public. " The cordial friendship expressed by proficient English has suddenly narrowed the distance between us and made the atmosphere lively. So the foreign guests asked more extensively about the local living environment, urban landscape and local customs. From the Yangtze River Bridge to the Six Dynasties monuments, from Qinhuai customs to local flavors, Xiao Ni has elaborated in detail. One of the foreign guests, Mr. Mas, also chatted with great interest: "I have long heard that the zodiac signs in China are very interesting. I was born on August 4th of 19 18. I participated in World War II and survived. I must be very lucky to help each other. "

The speaker has no intention, but the listener has intention. Two days later, it was August 4. After the conversation, assistant manager Ni made a note on the memo immediately. On the morning of August 4th, Xiao Ni bought flowers, filled in a congratulatory message in English on behalf of the hotel, and asked the waiter to deliver the flowers and birthday card to Mr. Mas's room. Mr. Mas got an unexpected surprise from this precious birthday present, and he was so excited that he repeatedly replied, "Thank you, thank you for your concern for me. I deeply realize that there are many feelings hidden in this greeting card and flowers that are difficult to express in words. During our stay in Nanjing, we will never feel lonely again. "

In this case, Li Ni, the assistant manager of the lobby, treated the two guests as guests and regarded them as excellent models of God.

First of all, put yourself in the guest's shoes and carefully figure out the guest's psychological state. Two British guests were deeply lonely because they stayed in a foreign country for a long time and didn't understand the language. Xiao Ni observed deeply, accurately grasped the foreign guests' psychological needs for local accents, gave full play to her English expertise, warmly welcomed the foreign guests, especially praised their English gentlemanly manners, and then naturally introduced the local customs to the guests, so that the foreign guests living in a foreign land gained a strong nostalgia.

Second, I'm sensitive in my profession and good at grasping the relevant information of guests. When a guest inadvertently reveals his birthday in conversation, Xiao Ni's value lies in his timely and sensitive grasp of this important information, thus successfully planning a high-quality service and public relations activity to present birthday cards and flowers to foreign guests, and pushing the emotional exchange with foreign guests to a deeper level. Therefore, being good at capturing the professional sensitivity of guest information is also a valuable quality that hotel managers and service personnel should have.

3. When leaving the store

Hotel reception.

A lady is checking out a guest in room 9 15.

During the chat, the guest looked around, smoothed the ring on his finger, stuffed it into the lady's hand, and whispered, "I will stay for a long time next week, please take care."

The young lady was a little surprised. Immediately, she calmly held the ring and enjoyed it for a while. Then she smiled and said to the guest, "sir, this ring is very novel and beautiful." Thank you for showing me such a good thing, but you must hide it. It's hard to find if you lose it. "

With a soft voice, the ring naturally returned to the guests.

The guest looks a little embarrassed.

The young lady changed the subject: "Welcome to our shop. Please don't hesitate to tell me if you need any help. Next time you come to our store, you should enjoy the discount and don't mention it. "

As soon as the guest walked down the steps, he said, "Thank you, thank you."

The guest turned and got on the elevator and went back to his room.

At this moment, the telephone rang and the young lady picked up the receiver.

Narrator: The guests booked in Room 9 15 will arrive soon, but the guests in Room 9 15 have not left yet, and other similar rooms are full. How to inform the guest in the room to leave the store quickly without making the guest feel that we are urging him, thus making him unhappy?

Miss a frown, then a mouth, take out the phone.

"Mr. Chen, I am a waiter at the front desk. Could you tell me when you plan to leave so that I can arrange a bellman and a taxi for you in time? "

As soon as the camera turns, in Room 9 15, Mr. Chen says, "Haha, I see what you mean. Let's arrange a taxi. "

Narrator: Service needs euphemistic language. Euphemistic language is an art, and it needs deliberate pursuit and pondering before it can be put in place.

To improve the hotel software, we need to do all kinds of work, and the most basic and direct thing is the language in the service work. There is a saying: a word makes people cry and a word makes people laugh. Properly handled, icing on the cake, improperly handled, all previous efforts will be wasted.

4. After the front desk "reneged" ...

One afternoon, a Hong Kong guest came to the information desk of a hotel in Shanghai and asked the receptionist angrily, "Why did you refuse to hand over what my friend gave me?" Xiao Huang, an intern in the hotel department of a university, checked the duty record at once when he was on duty, but he didn't see the record about it in the last class, so he said to the guests, "Excuse me, sir, would you please tell the story first?" The guest told the story. It turned out that he stayed in this hotel a few days ago and went to Suzhou on business two days ago. Before leaving the hotel, he booked today's room, and told the front desk clerk that during his departure, some friends might give him something, and he hoped the hotel would keep it for him. The waiter readily agreed. But the waiter didn't record it in the duty book. The next day, the guest's friend sent something, and another attendant on duty saw that there was no news from the last shift. The guest's friend sent a shirt, so he refused and asked him to hand it in himself. When the guest was informed, he was very angry and thought that the hotel had broken its word and deliberately made things difficult for him. So there is a scene of asking the receptionist Xiao Huang at the beginning.

After listening to the Hong Kong guest's statement, Xiao Huang quickly made a basic judgment on the merits of this matter, and immediately said to the guest, "I'm sorry, sir, the responsibility for this matter lies with our hotel. At that time, the service desk attendant had agreed to your request, but he didn't leave a message in the duty book, which caused the disconnection with the next shift. In addition, although the next waiter didn't get the explanation from the last waiter, he should accept what your friend brought according to the actual situation. This is the second mistake in our work. I am really sorry, please forgive me. " At this moment, Huang Xiao changed another topic and asked, "Sir, can you tell me what your friend sent to store?" "Well, it's a shirt." Xiao Huang immediately took this as a topic to ease the contradiction: "Sir, then again, it is not unreasonable for the waiter to refuse your friend's shirt, because shirts and other items are easily damaged by extrusion. In order to be responsible for the guests, we generally don't pay, but ask for it. Of course, since you promised, you should accept it, keep it carefully and give it to you. I don't know if it needs to be handed over now, and we will definitely meet your requirements. " "No, I have received shirts from my friends." What the guests said when they saw Xiao Huang was reasonable. Besides, with such a good attitude, they feel much more comfortable, so they have given up the idea of complaining to the hotel leaders.

Intern Xiao Huang handled this matter very well, which is worthy of recognition, but the lesson of the bad consequences caused by the disconnection of the hotel front desk work is worth remembering. In order to avoid this kind of incident, the front desk staff of the hotel should establish a global awareness, do a good job of coordination between posts, between the previous shift and the next shift (including keeping a good record of duty), and link up with each other to ensure the smooth and normal operation of the whole hotel as a factory assembly line.

5. Guests of the General Manager

Location: the front desk of a hotel.

Two guests entered the hotel and went to the front desk.

It happened that the sales manager was also at the front desk.

"Welcome, Mr. Liu." The sales manager enthusiastically stepped forward to shake hands with one of them. Obviously, the guests are familiar with the hotel and are frequent visitors.

"Is it a 25% discount this time?" Mr. Liu patted the sales manager on the arm and said confidently.

"Liu is telling a joke. With Mr. Liu's verve, he certainly won't care about the money, will he? ! "The sales manager said politely that there were some practical jokes.

"You don't agree? I am a guest of your boss! " Mr. Liu's tone is somewhat suggestive and threatening.

"By convention. 15% off, yes. " Be tactful, but stick to your point of view.

"I'll talk to your boss." Say and roared off, went straight to the general manager.

Mr. Liu's friend interjected, "Mr. Liu, I'll get that done first and come back to you in half an hour."

"Very good."

"See you later."

In the general manager's office.

General manager: "that's easy to say, old friend, cooperative unit, 15% discount, my boss will decide." (Screen freezes)

Although the general manager has the right of vertical leadership in modern management, he should not interfere in the decision-making of his subordinates. In addition, in order to maintain the image of his subordinates, the general manager should not meet the guests alone, which is also an ultra vires act.

Picture movement: back to the main table.

Mr. Liu's former partner walked into the hotel and asked the front desk what floor and room Mr. Liu lived in.

The receptionist at the front desk checked the phone, blushed and said, "We don't have the person Mr. Liu You is looking for. He didn't live in it. "

Mr. Liu's friend suddenly became stupid. "I just moved in half an hour ago. Why didn't I say I didn't move in later? I just got off the phone with him and live at No.20? "

The waiter carefully checked the computer storage and looked up and said, "I'm sorry, sir, there is only one Mrs. Liu living on the twentieth floor." It can't be wrong. I don't believe you. "

At this time, fortunately, the boss came over: "They just took over and didn't understand the situation. Mr. Liu lives in room 1904 and is not registered in the computer. " (Screen freezes)

[Narrator] Mr. Liu may be the guest of the general manager, but even if he is an internal guest, he should keep the computer. One is to provide convenience for tourists. In addition, it is also necessary to cooperate with the public security system and make records for future reference.

6. After the room is repeatedly booked,

The Sales and Public Relations Department received an accommodation reservation from a Japanese team. After determining the room type and arrangement on the same floor as 10, the sales and public relations department issued a power of attorney for visitors and gave it to Miss Shi at the front desk. Due to Miss Shi's negligence, she lost her computer by mistake, and at the same time received a phone call from a guest named Shi in Taiwan Province Province, asking for a reservation. Because both parties are surnamed Shi, and Mr. Shi is a frequent visitor to the hotel and knows Miss Shi, Miss Shi promised to reserve the room on the fifth floor of10/kloc-0 for this guest in Taiwan Province Province.

Miss Shi at the reception desk was severely punished when she found that the room had been booked repeatedly. Not only because of mistakes in work, but also because of the violation of the store rules that guests only provide room types and floors, and do not necessarily provide specific room numbers. Therefore, the hotel is in a potentially passive position. How to avoid possible contradictions? The general manager of the hotel invited two managers from the sales public relations department and the housekeeping department to discuss several emergency plans.

Mr. Shi from Taiwan Province Province arrived at the hotel as scheduled and expressed great dissatisfaction when he learned that he could not go because of Japanese guests. Changing rooms is a firm objection. No matter how the reception desk explains and gives gifts, the Taiwan Province guest still accuses the hotel of perfidy and worships foreign things. "What's the big deal about the Japanese? I'll make a reservation first and stay at the hotel first. This room belongs to me. "

The sales public relations manager repeatedly apologized to Mr. Shi, and told the story and the punishment for Miss Shi, who was dereliction of duty at the front desk. He also told the general manager of the hotel that he must finally satisfy the hotel regulars like Mr. Shi.

This Mr. Shi from Taiwan Province Province stays in this hotel every time he comes to this city, and he especially likes to stay on the 10 floor. According to him, his surname is homophonic with 10 floor, and he has a psychological satisfaction of living in his own home; Moreover, he has a special affinity for the furnishings, layout, color and furniture of the 10 floor guest room, which will remind him of a beautiful and warm past in the past years. So he has a soft spot for the 10 building.

The manager of the sales and public relations department thinks that since Mr. Shi has not proposed to stay in another hotel, he still has a good impression on our hotel. "It is difficult to live on the 10 floor, because it involves another group of guests, which will lead to new contradictions. Please forgive me, Mr. Shi. "

"Look at the hotel and Miss Shi's face and agree to change floors. But the room type, furnishings and layout should be the same as that of 10 15. " Mr. Shi made a concession.

"There is a room on the 14 floor that is exactly the same as room 10 15." The sales public relations manager said, "It's ready for Mr. Wang in advance."

"14th floor, I have been living in14th floor. Westerners avoid buildings 13. I don't avoid it, but 14. What does 14 mean? Didn't you say' stoning'? How unlucky it is to let me die. " Mr. Shi's face became cloudy.

"So the gentleman who lives on the eighth floor should not be taboo?" Asked the manager of the sales public relations department.

"Didn't you just say that only14th floor has the same room?" Mr. Shi asked doubtfully.

"There are the same rooms on the eighth floor, but the layout and furniture may not be as good as Mr. Shi's original intention. Before you came, we already knew that Mr. Shi liked bowling. Now I will play with him for a while. During this time, the hotel will change your satisfactory furniture to the guest room on the 8 th floor as soon as possible. " The sales public relations manager said.

"Thank you very much, I agree." Mr. Shi was surprised.

The sales public relations manager took out the walkie-talkie and informed the relevant departments: "Please convey the general manager's instructions to move all the movable facilities of 1402 customers into Room 806 as soon as possible."

The hotel made up for the mistakes in the work and won Mr. Shi's heart. In order to gain the reputation of the hotel and make "God" truly satisfied, the hotel has done value-added services. This incident was passed down as a much-told story, and its reputation spread far and wide.

7. the choice of opening a house

One afternoon in 2002, Shi, the manager of public relations and sales department of Nanjing Tianjing Hotel, was busy decorating the Christmas environment in the lobby. I saw a gentleman in a suit and tie and a man in a jacket walking quickly up to him and gently saying to him, "Manager Shi, I have something to discuss with you. I am the general manager of Beijing XX Company. I stayed in your store with another colleague these days and got a room. This gentleman is my client in Nanjing. He just had dinner with me and drank a little wine. I want to open another room for him, let him have a rest, stay for one night and talk about some business. But the receptionist said I had already checked in, so I can't open it any more. And this customer happens to have no ID card and is not allowed to register. This is a problem. Manager Shi, please open another room for me. Look, this is my ID card. " As he spoke, he handed in his ID card with an unfilled house registration form on it. "Manager Shi, it's convenient for you." The man next to him also handed in a business card to plead.

Manager Shi feels embarrassed at the moment: the general manager of a big company in Beijing is a frequent visitor to this hotel, and his requirements should be met as much as possible. If he doesn't handle it properly, he will lose a potential frequent visitor, but if he promises to let customers stay without an ID card, it doesn't conform to the general rules of hotel accommodation. Trying to find a workaround, he asked the man, "Do you have any other documents to prove your identity?" The man shook his head. "That won't do." Manager Shi seems very helpless. The gentleman was a little anxious and quickly said, "This is a special case. Please allow me to use my ID card to guarantee his stay. " "Well, let's do it." Manager Shi thought about it and decided to agree. The two guests were overjoyed and thanked each other, saying that they would definitely stay in Tianjing Hotel in the future.

Manager Shi led two guests to the reception desk to check in, then called the floor service desk and introduced the special situation of the new guests to the service desk attendant, asking her to pay special attention.

[analysis]

The above managers' special handling of guests' special requirements not only stimulated important customers, but also ensured the safety of the hotel.

First, the guest taken care of by manager Shi is a familiar and trustworthy general manager of a large company, and the foundation of this matter is sound and reliable.

Second, the general manager of the company used his ID card to ensure the safety of customers' check-in, and went through effective registration procedures, so he officially assumed the corresponding responsibilities, which is well documented and well documented.

Thirdly, manager Shi finally asked the floor attendant to pay more attention to the new guests and added an extra insurance measure, which can be said to be prudent and foolproof.

This case actually puts forward how hotel managers and waiters can flexibly deal with the problem of obeying rules and regulations on the premise of safeguarding the interests of the hotel, which is worth thinking about by hotel colleagues. There are many related examples. For example, except for a few well-known and reputable guests, the hotel is not allowed to charge on credit in principle, but for guests with special circumstances and good impression, sometimes it can be temporarily allowed to charge on credit; When a hotel guest enters a room, the key is taken away by his roommate and he doesn't have a room card, but the waiter recognizes the guest and should open a room first to let him rest, and so on.

8. Dislocation of "Yes" and "No"

One day, an American guest from a hotel in mainland China went to the front desk to check in and asked Xiao Yang, a receptionist, in English, "Does your hotel room rate include breakfast?" Xiao Yang's English only reached the level of C, and he didn't understand the meaning of the guests, so he casually replied "just fine". The next morning, the guests went to a western-style restaurant for a buffet. Out of concern, they asked the waiter Xiao Jia the same question. I didn't expect Xiao Jia's English was not good enough, so I had to deal with it and quickly answered "just fine."

A few days later, American guests checked out at the cashier before leaving the store. The waiter handed the bill to the guest, and the guest was surprised to see this scene. There is no breakfast missing from the bill! The more the guests think about it, the more confused they are: it is obvious that the front desk and the restaurant waiter answered "yes" twice, how did it become "no"? He's confused. After repeated questioning, the front desk told him, "Our breakfast has never been included in the room rate." The guest told the front desk clerk the reason why he got a "just fine" reply twice when he first arrived, hoping that the breakfast could be cashed, but he was refused. The guest had no choice but to pay the breakfast fee and then complained angrily to the hotel.

Finally, the hotel reiterated the front desk's opinion that the breakfast payment has been made into a computer account, which is inconvenient to change, and still has not agreed to refund. The American guests were dissatisfied and left the hotel angrily.

[analysis]

First, with the rapid development of China's tourism industry, foreign elements in China's foreign-related tourist hotels are increasing, and more and more foreign guests have entered China's foreign-related tourist hotels. It has become an increasingly urgent task for service personnel of foreign-related tourist hotels in China to better master foreign languages (mainly English), the basic communication tool for Chinese and foreign exchanges. This case reflects that two waiters in a hotel in the mainland are not qualified in foreign languages and answered "no" as "yes", which caused unexpected confusion and trouble to the guests and directly affected the service quality of the hotel. In fact, it has certain representativeness and universal significance in the whole hotel industry in China, which is worthy of in-depth reflection. In order to adapt to the changes in China's foreign-related tourism situation, local hotels should have a sense of urgency, formulate advanced and feasible foreign language training plans as soon as possible, and strengthen the training of various departments, especially front desk service and management personnel, to ensure that they pass the customs. Otherwise, language barriers and soft software will greatly hinder China's foreign tourism.

Secondly, in this case, the reception desk and the hotel did not handle the complaints and appeals of the guests properly. It is true that the hotel's "meal fee has never been included in the room fee", but since the hotel front desk and restaurant waiters have twice replied that the room fee including breakfast fee is "ok", it shows that the hotel has made a commitment to the guests. It is the right way to make up for the dislocation of "can do" and "can't do" service personnel. Moreover, the damage of these breakfast fees to the reputation of the hotel and the loss of repeat customers are not worth the loss.

9.a plane ticket

A guest hurried out of the elevator and turned to the concierge. "Hello, help me book a plane ticket to Beijing the day after tomorrow."

The receptionist answered the phone and immediately recorded it and stored it in the computer. During the conversation, the guests knew something about the receptionist.

After the guest explained that he wanted to leave, he suddenly turned around and said with a smile, "I want tickets for China Eastern Airlines and China Eastern Airlines." As he spoke, he pointed his index finger at the sky.

The receptionist made an "O" sign: "OK".

The guests left the hotel in a hurry.

In the afternoon, the revolving door of the hotel flashed into the guests in the morning and strode to the concierge, all smiles: "Hey, it's done!"

The guest took the ticket with a smile and looked down, blindsided and unhappy.

[Specific] Air Ticket-Southwest Airlines

"Are you kidding? I told you that I want the ticket of China Eastern Airlines, and you still give it to me. " Said and shook his head.

Receptionist: "Sorry, the flight of China Eastern Airlines is fully booked. I thought you were just saying, not necessarily ... "

The guest interrupted the receptionist: "am I just talking or are you just making a reservation?"

The receptionist rushed: "Sorry, sorry, it's us ..."

"Forget it, forget it." The guest shook his head and shook his hand.

At this moment, the assistant manager in the lobby heard the sound.

The picture is silent: the assistant manager, receptionist and guests are talking. Guests complain, the assistant manager in the lobby listens to comfort, and the receptionist is wronged.

[Narrator] Guests' demands should be met. If you can't meet it, you should explain it to the guests in advance and get their consent.

[Camera] The guest has left, and the assistant manager in the lobby keeps calling. Every time he calls, his face shows helplessness and anxiety.

"What, there are tickets left by China Eastern Airlines. Ok, thank you, thank you. I'll get it right away. Ok, goodbye. "

[Camera] In the guest room, the doorbell jingles, the guest gets up and opens the door, and the assistant manager comes in.

The assistant manager of the lobby is sweating all over his face and holding a ticket in his hand.

"Mr. Zhang, this is your ticket. Because our service is not thoughtful enough, we have neglected your designated China Eastern Airlines flight. I am really sorry. Now we have got the ticket of China Eastern Airlines through other channels. Please check it and apologize again. "

The guest shakes hands with the assistant manager in the lobby. The assistant manager holds each other with his right hand and slaps each other's hands with his left hand.