What should the hotel do if it encounters a complaint?

In the lobby of a hotel, several guests who looked tired from a long journey were lying on the sofa. The assistant manager kindly reminded the guests: Sir, this is a three-star hotel. Please take care of other guests. These guests were very angry when they heard this. One of them shouted at the assistant manager of the lobby: What three-star hotel has not checked in for half an hour? We are not allowed to go to that room, so we have a rest here. The assistant manager of the lobby went to the front desk and saw a guest checking in at 10. Because the hotel has newly changed the hotel management system, there was something wrong when swiping the room card, which kept the guests waiting for a long time. From the point of view of improving the affinity of the hotel, for the above-mentioned guests, the hotel should first let the guests enter the room to rest, and then the waiter will go to the room to check in for the guests.

From this perspective, hotel affinity is the humanistic care quality of the hotel. As a hotel that provides food, accommodation, shopping and entertainment for customers, the most important thing is to pay attention to the guests and make them feel quite friendly. From the perspective of customer service, the responsibility of employees is to serve the guests according to the procedures, but highly responsible employees should also care about the guests, so that the hotel is a very friendly hotel.

Therefore, from the perspective of affinity, the responsibility of employees lies in improving the affinity of hotels, instead of going through the formalities for guests step by step even if there is a mistake, as the employees in the above example do. The cultivation of affinity needs the affinity formed by interpersonal relationships within the hotel, the affinity of hotel management, and the long-term responsibility of hotel employees to care for guests. Employees who have no affinity obviously can't stand from the perspective of the guests, can't communicate well with the guests, and can't give them humanistic care. At present, young and beautiful waiters are the first choice of many hotels. However, some people in this generation are indifferent to others and go their own way, which makes some employees ignore the food and clothing of others. What kind of care guests from afar need; They don't consider a series of problems such as what kind of service guests in a strange place need.

From the perspective of hotel management, the foreman and supervisor of the hotel can't set an example for the employees, the employees are under too much pressure, lack of scientific arrangements in dealing with working hours and private time, too much or too little supervision by the supervisor or foreman, or some employees hold a grudge against the supervisor, foreman and boss for breaking their promises (such as multiple bonuses and promotions). This will make individual employees reduce the affinity of the hotel bit by bit without supervision, and make the hotel unconsciously lose a lot of customers. As the person in charge of the personnel department, when selecting new hotel employees, whether the new employees have affinity is always the premise of selection.

Because there is no friendly staff, it is obviously impossible to communicate well with guests, let alone pay more attention to them. As a hotel leader, improving the affinity of the hotel lies in the affinity between hotel employees and between employees and leaders, and in the openness and fairness of hotel internal management affairs, so that hotel employees can know their investment income as well as hotel shareholders: how much income the hotel can get for each additional customer; It is to establish a humanistic corporate culture in the hotel, so that everyone has cultural literacy and will consider the problem from the perspective of others, rather than being self-centered.

In this way, every employee will perform his duties (serving guests) well in this very friendly atmosphere after entering the hotel. Her sense of responsibility enables her to do what a hotel manager needs to do: she will meet the needs of guests for accommodation, catering and so on. She will have a good understanding of the importance of job responsibilities and be proud of being able to engage in this profession; She will take the initiative to master and innovate the postal business; She will also take the initiative to seek unity and cooperation with employees in other positions and take pleasure in it; Similarly, she will extend this to her love for the hotel, respect and care for the guests, and strive to enhance the affinity of the whole hotel.

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