Ask for an article about hotel staff's smile service.

In a hotel in mainland China, when a guest from Taiwan Province Province was out, a friend came to see him and asked to wait in his room. Because the guest didn't leave a message in advance, the receptionist didn't agree to his request. The guests from Taiwan Province Province were very unhappy when they came back and ran to the front desk to argue with the waiter. Miss Wang, a young member of the public relations department, was about to explain when the angry guest pointed at her nose and made a fierce accusation. Miss Wang knew very well at that time that in this case, it was meaningless to make any explanation reluctantly, but it would make the guests more impulsive. So she looked at him silently, letting him vent freely, and always kept a friendly smile on her face. It was not until the guest calmed down that Miss Wang calmly told him the relevant regulations of the hotel and apologized. The guest accepted Miss Wang's persuasion. Unexpectedly, the Taiwan Province guest found Miss Wang to say goodbye before leaving the hotel and said excitedly, "Your smile conquered me. I hope I can see your smile again when I am lucky enough to come to the hotel again next time. "

Miss Wang is 22 years old and has worked in a hotel for two years. Before becoming a public relations lady in the hotel, she worked as a receptionist, restaurant waiter and front desk waiter. She loves to laugh since she was a child. She can't help laughing when she is happy, and sometimes she doesn't know why. I remember chatting with a guest in the hotel when I first arrived, and laughing when I was happy. After being criticized and educated by the leaders, she understood that laughter must be measured according to different venues and occasions in the service of facing guests, and uncontrolled laughter will undoubtedly have adverse consequences.

Laughter, once it becomes a necessary accomplishment of a profession, means paying not only meaningful labor, but also real emotion. Miss Wang feels that smile service is easier said than done. Think about it, who can guarantee a happy mood every day? Who can guarantee that working eight hours a day will always be in such a good state? But I can't tell why I'm laughing. Whenever she goes to work, she always starts a new day with a smile, and injects a sincere emotion into the smile service, so that the smile can infect and communicate the hearts of every guest. The above story, which touched Taiwan Province compatriots, is a successful example.

In fact, smile has become a worldwide welcome language, which is understood by guests from all over the world. World-famous hotel management groups, such as Sheraton, Hilton and Holiday, have a great experience, that is, the most important of the ten golden keys as the soul and guide of all service procedures is a smile. The owner of the famous McDonald's fast food restaurant in the United States also thinks: "Smile is one of the most valuable commodities. Our hotel not only provides high-quality food and drinks and high-quality products, but also offers free smiles to attract customers.

Of course, a smile must be based on excellent service. Here is a negative example:

Once, a western European tour group arrived at a hotel late at night. Due to poor contact in advance, the room was full and they had to sleep in the lobby. The whole group was in an uproar, threatening to knock on every room to wake up all the guests to see if there was really no room. At this point, the housekeeping manager "smiled" and shrugged his shoulders at them, expressing helplessness and helplessness. This made the guests even more dissatisfied, thinking that the manager's smile was a kind of gloating "sneer" and an insult to them, so he patted the table and shouted, "If you smile like that again, we will beat you!" Embarrassed the manager. Later, after repeated explanations by translators, the anger of the guests subsided.

Obviously, such a "smile" leaves high-quality service and runs counter to the original intention of smiling service.

In a word, smiling service is an eternal theme in hotel reception service and a compulsory course in hotel service. It contains rich spiritual connotation and subtle emotional art: enthusiasm, friendship, friendship, trust, expectation, sincerity, consideration, comfort and blessing. ...

Lz, don't set your sights too high. Give it to us.