How to satisfy guests during hotel maintenance

The products sold by hotels are tangible facilities and intangible services. The premise for a hotel to develop is how to maximize the products we provide to meet the psychological needs of guests. When a guest enters a guest room, he or she longs to feel the comfort, warmth, convenience, and safety of "home," as well as the facilities and feelings beyond "home." So as far as room service is concerned, we must first analyze the psychological needs of guests for accommodation. On the basis of standardization and standardization of existing hotel facilities and service products, we provide guests with personalized services so that guests can truly feel the most ideal mental and physical comfort.

1.

Basic psychological needs of guests’ housing:

1.

The desire for neatness and cleanliness:

When guests first enter the guest room, the first thing they feel is the hygienic condition of the room, such as whether there are hairs on the sheets and pillowcases, whether there are stains on the carpet in the room, whether the "three major items" of cups and bathroom have been strictly disinfected, and whether the sheets, pillowcases, bath towels, etc. Whether to change or not, etc., every guest is very sensitive to this. According to a survey conducted by the Sheraton Group on 10,000 hotel guests, 65% of them ranked cleaning as their first need. Cleanliness can keep people physically and mentally healthy. Only when you live in a clean and beautiful environment can you feel comfortable and happy. On the contrary, it makes people feel anxious and uneasy.

2.

Pursue comfort:

When a guest checked into our hotel for the first time, the doorman took the initiative to open the door and say hello to the guest. Enthusiastically stepped forward to help him carry his luggage. The receptionist at the front desk proactively, enthusiastically and quickly checked in. This series of satisfactory service processes will leave a good impression on him or her. If the guest has imagination before entering the guest room, he longs to feel the warmth and comfort of "home". For example, the indoor temperature is suitable, the environment is quiet, there is no smell in the room, the bed is large and comfortable; the interior decoration color, layout, lighting are reasonable, the items are fully equipped, and the facilities and equipment are in good condition. As soon as some guests enter the hotel, they want to go into the room and take a hot bath and have a good rest to eliminate the fatigue of the journey. If you open the hot water faucet and find that there is no hot water, even if repairs are carried out, it will bring extremely unsatisfactory comfort to the guests, making the guests emotional and even make the judgment "Never stay in this hotel again in the future."

3.

The psychology of seeking safety:

In Maslow's hierarchy of needs theory, "security needs" are people's second largest psychological need. When guests stay in a hotel, they hope that the hotel will pay attention to their property and personal safety. They hope that the guest room is a safe place and absolutely does not allow outside interference. Respect their privacy, such as ringing the doorbell or knocking three times softly during the room entry process, identifying yourself, and not randomly turning over the guests' belongings when cleaning the room, etc. They hope that through the daily work of the service staff, the safety of the guest rooms will be implemented, which will in turn cause fear, anxiety and uneasiness in the guests.

4.

Convenience-seeking psychology:

Any guest hopes that the hotel room they stay in can reflect the use value of the in-room facilities and complete service items. , standard service procedures, fast service response. After a tiring journey, guests will feel tired and uneasy when they first arrive in a strange environment. They are eager to rest as soon as possible in a convenient and comfortable environment and enjoy ideal services.

(1)

The use value of tangible facilities:

All facilities in the room must be based on the convenience of guests’ needs. Not only must their appearance be considered, but also their appearance must be considered. Consider its practicality.

A.

The electric kettle in the room has a separate base and body, and is automatically heated by electricity, making it more convenient for guests to use.

B. The lighting in the writing space uses an adjustable switch, and guests can adjust the light source according to their own requirements.

C.

The room adopts a temperature and air conditioner, and the bedside lamp in the standard room adopts a separate type, etc.

(2)

Complete service items, standard service procedures, and fast service response.

All services and service procedures established by the hotel should be based on the convenience of guests. In this case, guests should be considered at all times and let guests feel the warmth of "home".

A.

Laundry service, express laundry service for 2 hours.

B. In-room dining service.

C. Items can be rented in 10 minutes.

D.

Daily cleaning of guest rooms, Western-style bed making, turndown service, etc. are performed according to standards.

But we still need to improve in formulating standardized and standardized procedures. For example, Western-style bed-making operations only consider its beauty, but ignore its practicality and convenience. The "three-in-one service" is no longer suitable for the needs of all guests.

Therefore, the physical facilities of the current hotel should fully reflect its usability. The service functions and service procedures are all for the sake of the guests and are convenient for the guests. This way, the guests can be psychologically comforted and feel comfortable and happy. It helps to eliminate the fatigue and uneasiness of the journey, which will otherwise lead to frustration and dissatisfaction, which will eventually lead to the behavior of leaving the store.

5.

Pursue respect and fairness:

Respecting guests is a higher level of human needs. Only when people are respected can they develop a sense of pride and value psychologically. Guests not only long to see the warm smiles of service staff and respect from the waiters, but also long for fair service and reception, rather than judging people by their appearance. Of course, guests also hope that service staff can respect themselves.

Example A: One day, a hotel guest went to the mall and asked to buy "XO" and transfer money. The mall salesperson looked at the guest and saw that he was wearing a sweatshirt and pants, so he refused to sell it. It was later learned that this guest was Huo Zhenting, the eldest son of Huo Yingdong.

Example B: Mr. Wang, a guest from Hong Kong, was monitored by hotel security.

2.

Evolving customer needs:

With the rapid development of social economy and the rapid rise of the network information age, customers

People's psychological demand for accommodation has also changed:

1. Expansion of room service functions:

A.

In-room communication, fax , video phone.

B. In-room office and computer service network system.

C.

In-room entertainment and inquiries. According to the different needs of guests, the room is equipped with entertainment space and audio and video equipment. Through the TV system, you can check the day's in-room consumption, flights, train schedules, weather in major cities on the day, foreign exchange prices, etc. In a smart room, a computer controls the temperature and power supply in the room.

D.

Electronic wallet.

E. The rooms on the female floor are equipped with wool accessories and cosmetics.

F. Smoke-free floors meet environmental protection and health needs.

G,

Floor for the elderly. I like quietness and hope there is a dedicated desk on the floor.

2. Extraordinary service (personalized service):

With the continuous expansion of room service functions, guests are eager for us to standardize and standardize our services, and they also need hotels. Provide them with warm and considerate family services to meet his or her evolving psychological needs. Extraordinary service---mainly refers to providing guests with urgently needed but unexpected services based on the hotel's standardized services.

Which of the following services are personalized services?

A.

Say "Happy New Year" to guests when meeting them in the New Year.

B. Guests need ice cubes delivered in time.

C. Guests need to rent wheelchairs.

D.

When checking the guest clothes, Xiao Wang from the laundry room found that there was a blue button missing from the cuff of Ms. Li’s shirt in room 601, so he reported it to the supervisor and immediately went to the mall to arrange it. Take the same button and customize it.

E.

A waiter on a certain floor observed Mr. He folding a pillow in half while cleaning Room 1001, so he immediately added another pillow for the guest.

F.

While cleaning room 910, the waiter on a certain floor learned that Mr. Wang had a serious stomach problem and informed the catering department of this information.

G.

The attendant on a certain floor found in the housing information that today is the birthday of Mr. Wu in Room 527, so he sent a greeting card.

3. Two aspects in which the current guest room "products" cannot meet the needs of guests:

1. Hardware:

A.

The air conditioner is too loud;

B. The sound insulation of the room is too poor;

C. The curtains and window covers are old;

D. The wardrobe door is deformed;

2. Software:

A.

Employees lack sense of responsibility, such as: sending the wrong customer clothes, opening the wrong door;

B. The staff lacks enthusiasm. For example, guests report that they cannot feel "home" here.

C.

Low sense of service and lack of initiative. During daily cleaning, guests’ leather shoes were found to be dirty, and guests were seen carrying heavy luggage in the aisles of the floor;

D. Employees are emotionally unstable, such as guests complaining about employees’ bad attitude;

E.

Service efficiency is not high, such as adding extra beds in the room takes a long time;

F. The training is not in place, the sheets are uneven, the center line is deviated, the corners are not tightly wrapped, the bed is close to the bed cabinet, and the window is tilted;

G.

The inspection is not strong enough For example, if a guest in a certain room leaves the hotel, there are residues of cooked food in the electric kettle; after wiping the light bulb, the light bulb is not reset to the off-light state.

H.

The on-site supervision ability is not strong, such as individual employees not following procedures;

I.

Labor discipline is lax, Such as making loud noises, chatting or skipping posts;

So in today’s increasingly competitive market, we can only understand, analyze and master the basic needs of guests for accommodation, constantly explore the evolving and changing guest needs, and find Solve the problems existing in the work, sum up experience, strive to maximize the needs of guests, truly create a "travel villa" of their own for guests, and create a warm and comfortable "home" for each guest.

2. Strive to make guests feel the warmth and comfort of room service:

Let guests feel the warmth and comfort of room service. First of all, based on the standardization, normalization and procedure of guest room "product" quality, we rely on those employees who are meticulous and careful in their work to provide the best service to guests and meet the maximum needs of guests.

(1) Ensure "product" quality:

To ensure that the guest room "product" quality meets the requirements of guests, we must first strictly control the guest room facilities, equipment, and service quality. Quality standards for guest room services, guest room facilities and equipment, guest room hygiene, guest room supplies, guest room service standards, housekeeping center service quality standards, work equipment configuration, reception services, security services, information services, property and material management, and housekeeping department management systems , Housekeeping Department Quality Management System, Housekeeping Department Department Rules and Regulations, Guest Room Safety Position Responsibility System, Guest Room Security and Fire Safety System, Guest Room Department Floor Fire Safety System, Guest Room Key Card Usage Management System, Guest Room Department Management System for Leftover Items, About Guest Room MINI Bar Management system, property and material management system, etc.

1. Quality control of the preparation process:

Before guests check in, all department services must be fully prepared. Strengthening quality control is the material basis for ensuring service quality. and prerequisites, directly related to the quality of the entire service process.

(1) Mental preparation:

Each waiter is required to be energetic, in a happy mood, and his appearance meets the requirements of the hotel.

Before working, you must understand the room status of the day, as well as the identity and living habits of the guests in order to provide targeted services.

The following situations lead to customer complaints because...

Case 1: The floor waiter does not know the guest’s name;

2: The waiter has a bad attitude;

3: The waiter's clothes are not neat and tidy;

Halo effect: a psychological phenomenon in which the understanding of a certain aspect of a person's characteristics spreads to the same understanding and evaluation of his other characteristics. The perceptual bias of "one thing is good and one thing is bad".

(2) Material preparation:

Before guests check in, the room attendant must carefully check whether the equipment in the room is in good condition; whether the overall situation is tidy; whether the air in the room is fresh and whether the layout is beautiful and comfortable; supplies Whether the equipment meets standard requirements to ensure guest room quality standards.

What are the reasons for the following incidents to cause customer complaints?

Case 1: The air conditioner is too noisy;

2: The carpet in the room is stained;

3: The room has a peculiar smell;

4: stains in the bathtub;

5: no toothbrushes in the bathroom;

6: cockroaches in the room, etc.;

2. Quality control of the service process :

The reception service process is the most direct and concrete reflection of the hotel's service quality, and is a key link in the guest room service process.

(1) Quality inspection:

Department managers, supervisors, and foremen should strengthen supervision and inspection of service quality

based on service quality standards. , such as polite hospitality, quality standards and service procedures, language and action standards, professional ethics, service efficiency standards, etc. When service quality problems arise,

strengthen control, especially effective control of key positions and weak links.

Case 1:

Meeting guests Not taking the initiative to say hello;

2:

Do not follow standard procedures when doing guest rooms and only use a rag to clean the bathroom;

3: Cups are not disinfected ;

4: Do not wash the carpet in the guest room;

5: Do not verify carefully and use the floor key card to open the door for the guest;

6: In the work area Making loud noises;

7: The guest has not cleaned up after an hour after hanging the "Please clean" sign;

(2) Quality information feedback:

In During the service reception process, we collect various quality information in a timely manner, conduct analysis and research, find out the causes of quality problems, and take improvement measures to further improve service quality. Such as guest opinion letters, visiting guests, etc.

(3) Quality control of the closing process:

Quality control of the closing process of the reception service is the last link in the room service work. Room attendants need to know when guests leave the hotel in order to provide targeted services to guests. For example: consumption of items in the mini bar in the room, items left in the room, inspection of facilities and equipment, proactively and sincerely soliciting guests' opinions, etc., and records should be kept for special guests.

(2) Establish the department's guest information data - customer data - customer files

Collect guest information and data during the daily service reception process, such as guest identity, living habits, Religious beliefs, etc., are the prerequisite for providing personalized services to guests.

(3) Maximizing the psychological requirements of guests:

Let guests truly feel the warmth of "home", comfort, convenience, and safety. This is our purpose of providing quality services to guests. At the same time, we must observe and analyze the basic needs and psychology of guests, and provide targeted personalized services. Meet the changing and evolving psychological needs of guests.

Case 1: The waiter on a certain floor observed Mr. Wang himself taking out the blankets on the bed and replacing them with quilts when doing room service. What kind of measures should the waiter take?

A: The bed should be made according to normal standards (Western style) and the quilts should be stacked neatly at the end of the bed.

B: The bed should still be made according to daily standards (Western style) but the quilts used should be neatly stacked in the cabinet.

C: Put the quilt on the bed, stack the blankets in the closet, and indicate in the work log that Mr. Wang likes to use quilts in a certain room.

Case 2: When the waiter on a certain floor was cleaning a certain room, he found that there was an unfinished bottle of "Dynasty Dry Red" without a bottle cap on the table in Mr. Chen's room. What measures should the waiter take? Most reasonable?

A: Consider the health and hygiene of the guests and pour away the remaining wine.

B: The remaining wine is stored directly in the refrigerator.

C: Cover the remaining wine with plastic wrap or a clean bottle cap, place it in the refrigerator, and leave a note "Mr. Chen, I'm sorry that I have transferred your wine without your permission." Store in the refrigerator" and make shift handover records.

Case 3: When cleaning a guest's room, the waiter on a certain floor found books and magazines on the bed in a mess. What kind of measures should be taken?

A: Taking into account the principle of not turning over the guests’ belongings, the bed will not be made, and the bed will be cleaned after the guest returns to the room with the guest’s consent.

B: Considering that the guests have a clean and comfortable environment, close the books and magazines that the guests browse and place them neatly on the desk.

C: When making the guest's bed, clip a piece of paper to the page of the book the guest has opened, then close it and place it on the bedside table to show convenience and respect for the guest.

Case 4: What personalized services were provided during the China-US Basketball Tournament, and what are the shortcomings?

Before the guests arrive, we lengthen the mattress in the room to meet the needs of special guests, but we have overlooked one issue - whether the slippers in the room meet the guests' needs for comfort, convenience and respect.

Case 5: When cleaning a certain room, the waiter on a certain floor discovered that the guest moved the floor lamp to the desk. What kind of needs did the guest have? What specific measures should be taken?

A: Place the floor lamp into the room space.

B: Put the floor lamp back to its original place, and notify the engineering department to slightly increase the wattage of the desk lamp bulb. When the guest returns to the room, tell him, "Sir, I'm sorry, we have removed your lamp without your permission." The wattage of the desk lamp bulb has been increased. By the way, for your safety, please turn off the desk lamp. I'm sorry for the inconvenience." Please note the time on the handover book and pay attention to the movement of the room.

C: Stay still.

Case 6: A guest in a certain room called the housekeeping center in the morning and claimed that there was a mouthwash cup missing in the room. He wanted a waiter to deliver it to the room urgently. The lady from the housekeeping center was polite and apologized to the guest. And told the guest, "We will deliver it to you right away." But the floor attendant felt strange. Yesterday, I must have configured the room according to the standard. The foreman and supervisor had checked it. What kind of measures should the waiter take?

A: Ignore it.

B: Quickly deliver the mouthwash cup to the room and tell the guest, "Sir, the items in your room are fully equipped."

C: Quickly deliver the mouthwash cup to the room Inside, he apologized

The guest was out on vacation and the guest agreed to tidy up the room. When he entered the bathroom, he found a broken mouthwash cup, so he took two measures:

1. Place the broken mouthwash cup in the room (I want to ask for an explanation after the guest returns to the room).

2. Take out the broken mouthwash cup. When you see the guest, first apologize and politely say to the guest: "Sir, did our hotel's mouthwash cup hurt your hand? By the way, no." If you mind, we will charge the cost."

Additional Case 7.

Mr. Li from a certain room called the housekeeping center at 11 o'clock in the evening and asked how many flights there were to Beijing tomorrow and the specific time of each flight? I also asked the housekeeping lady what the weather will be like tomorrow? Finally, he told the lady that he had a stomach problem. I forgot to bring my stomach medicine because I was in a hurry and don’t want to go to the hospital. Can you tell me where the 24-hour pharmacy is?

If the housekeeping center lady can answer the questions raised by the guests one by one and immediately inform the catering department that Mr. Li has stomach problems, the restaurant waiter will further provide targeted services.

4. The key to making guests feel the warmth and comfort of room service - employees

In our daily work, we must care about, understand, considerate and respect your subordinates, so that your subordinates Only then will you care, love and respect your guests. To provide quality services to your guests, you must have a well-trained staff team.

1. Let every employee have a good mood.

A: Caring about employees:

In daily work, we must understand employees' thoughts, care about their lives, help employees solve practical difficulties, enhance department cohesion, and make employees feel "home" Warmth, such as holding regular employee forums and organizing employee leisure activities.

B: Motivating employees:

Only by adopting correct motivation methods in daily work can employees be fully motivated to work, exert their subjective initiative and creativity, and give their best efforts. Work efficiency.

(1) Let employees participate in management, such as public opinion polls.

(2). The department first evaluates supervisors and foremen, fully embodying the employment principle of "promoting the capable and demoting the mediocre".

(3) Service skills and professional knowledge are directly linked to wages and bonuses, and employees are comprehensively assessed. There is an upsurge in learning skills, business and English within the department.

(4). Carry out service competitions and skill competitions.

2. To establish a high-quality staff team:

To maximize the needs of guests, we must have a team of service skills, service awareness, and professionalism

A high-level and strong workforce.

(1)

Etiquette training to ensure neat clothing, standardized language and a pleasant smile.

(2)

Training of operational skills and service awareness. Such as making the bed within the specified time (3 minutes and 30 seconds), doing rounds to find out eight problems, case analysis, etc.

(3)

English training.

Let us work together to provide each guest with standardized and standardized services, while also providing more personalized services to meet the maximum psychological needs of each guest. We dedicate our love, affection and friendship at work to create a truly our own travel villa - a "home away from home".