How do hotels receive different types of guests (2)

Life characteristics of long-term guests:

A. Most of them are commercial enterprises and companies.

B due to trade negotiations, more tourists are also the characteristics of long-term customers.

C. Because they have lived for a long time, such guests are often familiar with the service staff.

Service mode:

A. it is necessary to take a closer look at the hygiene and cleaning work of general long-term customers. For example, guests clean up at noon when they have a long meal.

B as an office room, be careful when cleaning to avoid damaging office equipment (computers, photocopiers, etc.). In addition, there are many letters and telegrams in the office, so we are not allowed to touch or throw them around when cleaning, so as not to damage things.

C. If the guests are on a business trip or going abroad, the waiters should regularly clean and do a good job in safety, such as planting flowers and raising fish indoors, helping the guests to maintain, watering or changing water to feed them regularly, so that the guests will be particularly happy when they come back to see colorful fish.

D. As a result of staying in a hotel for a long time, the relationship between guests and waiters is familiar, so we should pay more attention to warm service and speak moderately, and we should not joke with guests.

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Characteristics of VIP life:

A. Most of the guests invited by the state and government include the Prime Minister and heads of state at or above ministerial level, as well as people closely related to the operation of the resort.

B government representatives are generally high-ranking, old, dignified, polite and demanding in all aspects.

Service mode:

A. Understand the situation first, and receive and serve according to the characteristics.

B. Secondly, it is necessary to designate a special person to be responsible and strengthen the post responsibility system.

C. Be vigilant, pay attention to confidentiality and ensure the safety of guests.

Carefully check whether the room is clean and the items are complete.

E. leaders at all levels of the hotel need to see him off at the reception desk in the front hall. Generally, you don't check in at the front desk, you can directly introduce the room.

F In the guest room, the general manager's business card and a welcome letter signed by the general manager are usually placed on the table to welcome him.

G. flowers, fruits, champagne, etc. You can increase the number and types of high-grade cosmetics for tea, small square towels, bathrobes and bathrooms in the room, and take the initiative to hand in fragrant towels to pour drinks and shine shoes for guests.

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Characteristics of overseas Chinese life:

A.there are many scattered guests

B.there are many visiting relatives and friends.

C. Ask a lot of questions

D. there are many things to do on behalf of others

E. the requirements for living conditions are not high.

F. Most people like to eat Chinese food in their diet.

G. Strong shopping ability

Service mode:

A. The reception service is patient and meticulous, not afraid of trouble, and earnestly does every job. In view of the many factors of visiting relatives and friends, the waiter should take the initiative to provide convenience for the guests, help add more chairs and water, and strengthen security work.

B. Try to give satisfactory answers to the questions raised by the guests. Don't pretend to understand when you are unclear. Ask your superiors before giving the guests a satisfactory answer.

C Most overseas Chinese have the habit of drinking tea, so boiled water should be prepared in the guest room and replenished immediately.

E. In view of the strong shopping ability, the waiter should take the initiative to help the guests introduce the characteristics and performance of the goods, especially some local products.

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Children's service mode:

A understand the child's psychology and characteristics, and be patient and considerate like an adult.

B. get the crib ready.

C. In the process of service, the most important thing is to give them the most attractive things, which can reduce unnecessary interruptions and work smoothly.

D be careful not to play with children casually, and don't give food indiscriminately.

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Services for the disabled:

A. When allocating rooms in the front hall, we should pay attention to arranging rooms in places with convenient access.

B. Never look strange, let alone show contempt.

C. In the process of serving the disabled, if they can do it themselves, we should help them flexibly and appropriately as needed, so that they will feel that your help is service rather than sympathy, because they are very sensitive to their own shortcomings.

D. In the process of serving the disabled, special attention should be paid to the parts of the disabled in order to provide targeted services.

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Service mode for the elderly, the weak and the sick:

A. When you arrive at the hotel, you should meet them immediately and help them, including when going up and down the stairs.

B. In case of sudden illness, report the situation to the supervisor or manager and call a doctor immediately. If the hotel is difficult to solve, you should immediately call the relevant hospitals, first aid stations and other medical units. If something unfortunate happens, you should keep calm and try to avoid disturbing other guests.

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Service methods for drunken people:

Take care of the guests who are already drunk. Some guests are delirious and emotionally unstable, so the waiter should take the initiative to help them and escort them to the room to avoid falling to the wrong room. After entering the room, you can let the guests drink a cup of strong tea to relieve their hangover, and then send a cold towel to wipe their faces to sober them up. If the guest vomits, the waiter should clean up the dirt in time and put the guest to bed.

Hotel guest reception etiquette 1. reception etiquette

(1) Grasp the arrival time

Welcome staff must accurately grasp the arrival time of the plane, train and ship that the guests take, and inform them in time if there is any change.

(2) Pay attention to etiquette when picking up the station.

Guests who come from afar by booking tickets in advance should take the initiative to meet at stations, docks and airports. Generally, it needs to arrive 15 minutes before the arrival of flights, trains and ships, so that guests who have traveled long distances to reach their destinations will not be unhappy because of waiting.

(3) Clothing requirements

When receiving guests from different countries, we should take into account their acceptable habits of clothing color. The receptionist should be familiar with people's preferences for colors all over the world.

2. Reception etiquette when arriving at the mall

(1) Welcome greetings.

The receptionist should smile and welcome greetings in the order of first guest, then suite, first female guest and then male guest.

(2) Issuing housing distribution cards

Give the room card to the guest in time, open the elevator door for the guest, invite the guest to enter the elevator with gestures, and actively help the guests with mobility difficulties to enter the elevator.

(3) Welcome in procession

When important guests or teams arrive, we should organize waiters to queue up at the door to welcome them. Clothes should be neat and full of energy. When the guests arrive, they should applaud. When necessary, the general manager and relevant leaders should come forward to meet. The team shall not be disbanded until all the guests enter the store or all the vehicles leave.