How do hotels make guests wait "comfortably"

Therefore, hotels should pay attention to the waiting of guests. There are probably three links that are the easiest for guests to wait: First, waiting for serving. The second is to wait for check-in or check-out. The third is to wait for the required items in the guest room. How to reduce the waiting time of guests, or make them comfortable, the author has some experiences to share with colleagues in the industry. Improve the process. Some waiting is not because of the long distance and difficult operation, but because the internal service process is unreasonable. Therefore, it is necessary to re-examine whether the process is reasonable and whether there are special handling procedures for special situations. For example, guests with good integrity can be exempted from checking out. Improve your skills. There is a kind of waiting, which is caused by unskilled business skills. In this case, we should increase business simulation training for service personnel to improve their business skills. Master the rules. After a period of hotel operation, some rules will be found in the consumption habits of guests, market characteristics, important holidays and so on. Hotels can adjust their services according to these regulations. For example, after mastering the law of check-in and check-out peaks, you can consider adjusting shifts and personnel; There are many business guests, so consider adding a computer radiator that guests often borrow; Families spend more in winter and summer vacations, so we can consider allocating extra beds to workshops on each floor instead of putting them all in a unified warehouse; For permanent guests, the required items can be put into the room in advance according to the guest history. Explain in advance. No matter what kind of service you need to provide to your guests or what kind of goods you need to provide, if it really takes a long time, don't answer "right away". Instead of being so vague, tell your guests exactly how many minutes they need, so that they can be psychologically prepared or choose again. Capture emotions. During the service, there are signs of emotional changes of the guests, such as looking around, poking around, carrying bags, walking back and forth, deadpan and so on. Service personnel should capture the emotional changes of the guests, choose the right time to add tea, drinks and greetings to the guests, and divert the attention of the guests while waiting. Chat up at the right time. When the guests are waiting, the manager and the director of customer service should take the initiative to strike up a conversation with the guests, recommend hotel products, or ask the guests for their opinions and suggestions on the use of hotel services. If you are a foreign guest, you can also introduce local customs and shopping places. Let the guests ignore the time temporarily by chatting up and communicating. Equipped with newspapers. In places where guests are likely to wait, such as front desk, entertainment center, cafeteria, concierge and other areas, some newspapers or hotel brochures can be equipped so that guests can pass the time by reading information while waiting. Treat them differently. If some guests are in a hurry and can't wait, the service personnel can handle it flexibly according to the amount of consumption, customer integrity and familiarity with the guests under the authorization of the management or superiors. I once met a regular customer, who was anxious to send the customer to the airport, explaining that he would come back to check out immediately after seeing the customer off, and the hotel gave him personalized treatment, which left enough face for the guests, won time and won the praise of the guests.