Traditional Culture Encyclopedia - Hotel reservation - How does the hotel establish an effective relationship with customers?
How does the hotel establish an effective relationship with customers?
In fact, many times, our front-line employees can not only do better, but also get twice the result with half the effort. The key is whether to establish an effective customer relationship. Effective guest relationship means that hotels, especially front-line guest service personnel, are friendly, trust and support to guests. The hotel's support for the guests does not mean that the guests can do whatever they want in the hotel, but that the hotel will take care of the reasonable special needs of the guests and even bring special warmth and touch to the guests. Of course, the guest's support for the hotel is not to allow employees to make mistakes, but to forgive employees' mistakes, accept the remedy of the hotel, and affirm the excellent performance of employees. And these mutual supports are based on mutual friendship and mutual trust. We sometimes feel that the hotel is not effective at a critical moment, because the relationship between these guests is only in the stage of mutual friendship, and trust has not been established, let alone mutual support. In the face of such important complaints as overweight housing, managers often have to meet the seemingly unreasonable or even excessive requirements of guests in order to solve them as soon as possible, so as not to be complicated and obviously passive. To change this passive situation, of course, it is necessary to train employees and improve the system, but I want to emphasize that it is more important to establish effective guest relations with guests before they complain. Studies have pointed out that there are 39 key points from guest reservation to departure, and grasping these key points is the best time for us to establish effective guest relations. So, what can we do to establish an effective customer relationship? First of all, every guest expects to be treated as an individual. Personally, instead of pursuing the superficial data and short-term effect of a full room, it is better to treat every guest who chooses a hotel as a VIP and form a long-term and stable loyal customer base. In fact, the first element of feeling at home is that guests are recognized as individuals. This seemingly simple requirement needs long-term systematic improvement. Secondly, meeting the standards is not enough. Many well-behaved employees can't help complaining that guests rarely affirm their work, let alone praise it. Why? Because our job is only to implement the standards, it will not leave a deep impression on our guests, so it is not difficult to understand why our guests seldom express their appreciation for our work. For example, most guests like the big room in front, and one of our guests especially likes our irregular corner room, which is their individual needs. In fact, exceeding the standard is not as difficult as it seems. Among the 39 key points of contact with guests, we have many opportunities to do it. Before we do anything, think about what I need if I am a guest. Third, don't ignore the feedback from the guests. Even if there are cultural differences between the East and the West, Western guests pay more attention to their own rights and interests, and not every Western guest will give their trivial dissatisfaction back to the hotel. Therefore, we need to pay more attention to every guest's valuable feedback. After all, the opinions of guests, even the feedback of complaints and dissatisfaction, can help us improve our deficiencies and improve our service level more than our self-appreciation and behind closed doors. If the guests come next time and find their suggestions adopted, they will naturally be overjoyed. Fourth, * * * enjoy the guest information. Many hotels have set up special departments to establish guest files, which plays an important role in * * * enjoying guest information. Guests' preferences, habits and information collected from different aspects are helpful to provide more intimate services for guests. Fifth, guide guests and cultivate good consumption habits. Friends are not blindly obedient, so are guests. The effective guest relationship we advocate is to develop good friend relationship with guests. Since we are friends, we can euphemistically point out each other's shortcomings and promote each other's feelings, such as reminding guests not to smoke in public places, for example, reminding guests not to drink before they know that they need to drive home, for example, reminding guests to check out at the front desk or call to check out instead of helping them automatically. Sixth, only on the basis of reciprocity can we truly establish an effective guest relationship. In the previous guest relations, employees were often infinitely patient or too flattering-enthusiasm for guests is of course necessary, but enthusiasm, like tolerance for unreasonable demands, should be limited-or hotels turned a deaf ear to guests' opinions and only emphasized their own rules or difficulties without paying enough attention to guests' feelings. We hope to win the respect and appreciation of our guests with professionalism, carefulness and care, instead of catering to them too enthusiastically. In addition, some guests seem difficult to deal with, maybe it's just that we didn't find their special needs. For example, some people are so proud that we don't have to discuss the price with them again and again. For example, some people are particularly concerned about efficiency, so they should make full preparations in advance. Since it is a special need, it is not so easy to find. It needs to accumulate experience and improve its observation and reaction ability. Generally speaking, the FOM of high-star hotels, when properly deployed, does not need to take the lead in the front line, but only occasionally helps to clear the gap or deal with accidents. The benefits of doing so are naturally obvious, which is convenient for overall management and strategic planning. But occasionally help, you may find yourself unfamiliar with the business, and you may be unable to deal with complaints because you are "not intimate" and "unfamiliar" with customers. Therefore, it is inevitable that the "onlookers" will feel that your daily discipline is as easy as standing and talking, thus reducing your prestige and affecting the management effect. It's also worthwhile.
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