How do hotels design personalized service language?

I have been to the hotel once, and the welcome words of the staff gave me a brand-new feeling. It was a rainy day. As soon as we arrived at the door of the hotel, the staff greeted me immediately and said, "hello, sir!" Thank you for coming to our hotel on a rainy day. It's cold outside! Please come in! " It was very warm at that time, and the staff was also grateful. "Thank you for coming to our hotel for dinner in rainy days. It's cold outside. Hurry up, please hurry in! " This makes our hearts warm! Isn't this more acceptable to customers and more likely to win their hearts? This is actually a different welcome word according to different situations, rather than the so-called standard mechanized language: "always welcome"! It is not difficult to see from the above cases that apart from the employees' intentions, it is also inseparable from the personalized service language specially designed by the hotel for employees. The so-called personalized service language refers to the targeted design of general service language and service language for different customer groups for employees to learn and use, thus forming a personalized service language. Many hotels may not design service languages for different customer groups and different scenarios. If there is no personalized language design, the waiter will only say, "please have tea, sir." If you have a personalized language design, you will be able to say different things according to different scenes. For example, when I give a lecture in your hotel, the waiter will definitely say, "Teacher Yi, you have worked hard. Have some tea to moisten your throat. " This language feels different when you listen to it. In the Portman Ritz-Carlton Shanghai, if guests say "thank you" to the waiter, our answer must be "you're welcome". Their personalized service language design requirement is "willing to serve you", which makes us feel different. These are all different language designs. When we apologize to our guests, their request is not to say "I'm sorry", but to say "Please accept my apology", which makes them feel sincere. These are all different designs of personalized language. Think about the language design of our hotel staff. Do we pay attention to the design of personalized service language? Now many hotels are advocating wishing service, that is, the service staff can bless the guests with words in the service. When guests eat in the restaurant, the service staff will bless the guests every time they serve a dish, such as: I wish you yes man, I wish you smooth sailing, I wish you happiness forever and so on. They always add such wishes to the language expression, which will make the guests feel very comfortable. This is actually a service language design of the hotel. Let's take a look at the following table of greetings designed by a catering enterprise in the communication between restaurants and different customers: restaurants bless the people in the communication with different customers. Children wish you healthy growth, academic progress, a higher level, and repay your parents with excellent results. Teacher, you are like a small bridge, sending generation after generation to the other side of wisdom. I wish your life is full of sunshine, peaches and plums all over the world, and spring is everywhere. Doctor, you are angels in white. When others were in the most pain, you gave the greatest help and brought happiness to many families. May you be happy forever. Soldiers are the children of the people and the most lovely people. People all over the country respect you, and your career is the noblest and greatest. I wish you a safe life. As a friend often says, it is your fate to meet more friends in all corners of the country. I wish you a lasting friendship and a good mood every day. The businessman wishes you a prosperous business and abundant financial resources. I wish you a happy new year, a bright future, all the best, rich financial resources and a happy family. The above-mentioned greetings targeted at different customers are actually the design of personalized service language. For example, the above-mentioned greetings to children: I wish you healthy growth, study progress, go up a storey still higher, and repay your parents with excellent results. Congratulations to the teacher: You are like a small bridge, sending generations to the other side of wisdom. May your life be full of sunshine and peaches and plums all over the world. For doctors, soldiers, friends, businessmen, etc. There are different blessing words for different customer groups. Isn't this the language of personalized service? Think about whether our hotel has formed such a blessing design for our employees to learn. It is suggested that hotels design more such service languages and turn them into training materials. This is the training of personalized service language. The above are greetings designed according to different types of customers in hotel restaurants. In fact, every dish in the restaurant may be designed as a different greeting to serve the guests as long as it is carefully considered. Isn't it easier to win the hearts of guests? There is also a wishing service, which is embodied in different banquet services in hotel restaurants. For example, a birthday party can be said to be "happy as the East China Sea, and longevity is better than Nanshan"; The wedding banquet can be said to be "grow old together, sweet and sweet" and so on. Let's look at the following case, which is a different greeting designed by a restaurant. Business banquet: business is booming, all your wishes come true, and you will get immediate results. Congratulations on making a fortune, opening a good business and rolling in financial resources. Birthday party: for young people-successful career and bright future; For middle-aged people-one step at a time, all your wishes have come true; For the elderly-happiness is like the East China Sea and longevity is like the South Mountain. Wedding banquet: grow old together, be sweet and sweet, get along well for a hundred years, hold your hand, grow old with your son, have a baby early, be United forever, spend a good time together, and be with you forever. Teacher Xie's banquet: I wish the teacher good health, all the best and eternal youth.