How to provide personalized service at the hotel front desk

Therefore, high-level or truly personalized service 1. Satisfying hotel employees is the basis of personalized service. Personalized services are not required by hotel service standards, but are unconventional services that exceed standard requirements and are implemented by employees driven by their high professionalism and ownership of the hotel. In order for employees to continue to provide personalized services to guests, it is inseparable from employees' high satisfaction with the hotel. 2. Maintaining the continuity of personalized services depends on the high professionalism and good professional habits of lower-level managers and employees. The hotel's grassroots managers collect some cases of personalized services, and use the cases to let employees know what kind of services are personalized services. Through comprehensive analysis of personalized service cases, the services that reflect the common needs of guests can be realized by personalized services. Transformation of services into standardized services. Often some guests' individual needs may be the guests' general needs. The hotel management department should carefully analyze personalized service cases to understand the difficulty and feasibility of promoting the service. For example: There was a hotel housekeeping employee who took the initiative to sew buttons on guests’ shirts that had fallen off while cleaning the room. The housekeeping department analyzed that this was a fundamental need of guests and was easy to operate, and subsequently promoted it as a standardized service in the department. Eventually the service became one of the hotel's special features. Thus, the personalized service is transformed into a standardized service. 3. Advocating the three completes is an inevitable requirement for providing personalized services. Personalized service is not only a requirement for grassroots managers and front-line employees, but also a requirement for all hotel employees. The personalized service provided by front-line employees cannot be achieved without the help of second-line employees and even managers. For example: A guest in the restaurant has a cold. The service staff finds out and reports it to the supervisor in a timely manner. Four, four small refers to small life experiences, small news from the media, small guest movements and small speech information. Small life experiences are the basis and source for providing personalized services. Mastering more small life experiences will lead to correct and effective personalized services. Pay attention to small news from the media and provide guidance for personalized services. Guests' small movements and speech information are clues to provide personalized services. The guests' every move and conversation provide a lot of valuable information. 5. The establishment and use of guest history files, rapid feedback of guest information, creation of high-quality internal service chains, and attention to the living habits of long-term and extended guests are all powerful basis for us to provide personalized services to our guests. Guest history files allow us to know the preferences of our guests, prepare the services they need in advance, and create surprises for our guests. The collection and feedback of guest information allows us to improve our customer files.