Hotel communication skills

In the actual service process, the hotel waiter did not? Say something nice? Complaints from guests abound. As a hotel attendant, how can I speak well, not offending the guests and making them sound comfortable? Here I have compiled hotel communication skills for your reference.

Hotel communication skills 0 1 1. Cross formula of service terms

Cross formula of hotel standard language: please, thank you, hello, sorry, goodbye.

Second, pay attention to manners.

When talking with guests, you should smile and listen first, and communicate your feelings through concerned eyes, or show your concern and interest in the guest's conversation by nodding, asking questions briefly and interrupting. In order to show respect for guests, you should generally speak standing.

Communicate closely and pay attention to the guests' faces? Inverted triangle? Area, that is, the area between the eyes and the tip of the nose, pay attention to the guests from a distance? Regular triangle? Area, that is, the area from the top of the head to the shoulders. Use? Illusion? Don't stare at the guest's eyes or a certain part.

Third, pay attention to words.

When expressing the same meaning, different words often give guests different feelings and produce different effects. For example:? Which way, please? Let the guests sound polite; And then what? Which way? , remove it? Please. Words are blunt and become imperative.

Therefore, we should pay attention to the choice of polite expressions, such as:

1, with? Eat? Instead? Begging for food? ;

2. use? How many people? Instead? How many people? ;

3. use? What's your name? Instead? What's your last name? ;

4. use? Smell? Instead? Moldy? 、? Is it smelly? ;

5. use? Did it cost you money? Instead? A fine? ;

Fourth, pay attention to customs.

Every nation has its own customs and habits, so do different consumer groups. Respect them and don't cross the line. For example, don't ask women's age, weight, marital status and other privacy; For unfamiliar guests, don't use nicknames between regular customers.

Verb (abbreviation for verb) pay attention to the environment.

If the guest looks depressed, try to communicate with the guest by asking. ? Hello, what can I do for you? If the guest has just experienced something sad, try not to use a cheerful tone. For national sad moments, such as earthquakes, tsunamis and other natural disasters, avoid using cheerful tone. In the joyful atmosphere of the guests, you should adjust your state to a cheerful tone. Never argue with the guests. Once you start arguing, the hotel is the loser. Whether you can win this argument or not, the hotel will eventually lose this customer.

Hotel Communication Skills 02 (1) Pay attention to the use of communication language.

Lack of communication or improper communication is an important factor affecting the service quality of hotel front desk and other service departments. Positive and standardized communication language is an important way to improve the quality of hotel reception and hotel service. The following case illustrates this point well.

(2) Pay attention to the guests? Psychological service?

Does this hotel provide accommodation for guests? Double service? , namely:? Functional service? And then what? Psychological service? . Functional services meet the actual needs of consumers, and? Psychological service? That is to say, in addition to meeting the actual needs of consumers, consumers should also get a kind of? Experience? . In a sense, guests just spend money? Buy experience? Consumers.

A very important part of the guest's experience in the hotel is the interpersonal communication here, especially with the hotel service personnel. This kind of communication often plays a decisive role in whether guests can have a relaxed and happy mood and take away good memories. Therefore, as a receptionist, as long as it can make guests experience relaxed and happy interpersonal communication, it is to provide guests with high quality? Psychological service? , is to produce high quality? Experience the product? .

In short, if the hotel staff can only smile at the guests and can't solve practical problems for them, of course not, but if they can only solve practical problems for the guests and don't know how to be a man, it is impossible to win the satisfaction of the guests.

(3) not only be polite to the guests, but also do it? Humble? 、? Careful?

Gentleness and courtesy can only prevent guests from avoiding guests? Not satisfied? And only? Humble? And then what? Careful? To really win customers? Satisfied.

So-called? Careful? That is, treat guests warmly and thoughtfully, smile and ask questions; Do it. Humble? Didn't you just say you can't go with the guests? Compare high and low, fight for winning or losing? And consciously put it? A chance to show off? Give it all to the guests. If the hotel is a hotel. Stage? The waiter should consciously let the guests? Play the leading role? What about you? Play a supporting role? .