What are the personalized service cases of hotels?

In practice, the refined management and personalized service of hotels are mainly the ultimate management and service realized through unconventional or unexpected surprises of guests, and sometimes it is reflected in a very small thing. As hotel managers often say: "Hotel service is no small matter". In every link of management, every detail of service, seemingly insignificant, can create satisfaction and surprise for guests, and can also play a role in seeing the big from the small and winning by surprise.

The refined management and personalized service of hotels mainly embody the four basic characteristics of "fast, accurate, meticulous and in place".

Typical example 1: After checking in at the reception desk of a hotel, the guest found the "golden key" at the concierge desk in the front hall, reflecting that there was something wrong with his suitcase and asking for help to repair it. As soon as the guest entered the room, the repairman of the hotel engineering department knocked on the door and soon repaired the guest's suitcase. Comment: This typical example reflects the hotel's rapid response in refined management and service, and realizes that guests can get the "golden key" type of satisfaction and surprise terminal service at the concierge desk in the lobby.

Typical example 2: A guest in a hotel was having breakfast in the hotel Chinese restaurant, and his chopsticks accidentally fell to the ground. The guest just picked it up and didn't ask for new chopsticks. The waiter in the restaurant handed the guest a new pair of chopsticks. Comment: This typical example shows that the restaurant waiters are well-trained and quick-thinking, and they have achieved the requirements of "seeing all directions and listening to all directions" in their service, which has remedied the embarrassing dilemma of "uncivilized dining" for guests.

Typical case 3: Several guests staying in a hotel sang in the nightclub box of the hotel after dinner, and the guests forgot to issue the invoice that night. After breakfast the next day, the guests went to the nightclub to make up the invoice, but the nightclub was not open yet, and the guests were in a hurry to catch the plane. The assistant manager in the lobby asks the guests to leave their specific address after knowing the situation. Three days later, the guest received an express mail with an invoice in a different place. These guests, colleagues and friends of the company, have since become loyal customers of a hotel in Hangzhou. Comment: The assistant manager of the hotel lobby took the initiative to solve problems for the guests, which not only reflected the reputation of the hotel, but also retained the guests' hearts, moved the guests, and made them widely known to colleagues and friends around, which played a good word-of-mouth effect. It should prove a sentence: "word of mouth is greater than advertising."

Example 4: The room attendant in a hotel found a broken shoelace in the trash can while cleaning the room. He ran to the mall and bought a new pair. He dressed, polished and put the guests' shoes back. When the guests came back, they were very moved to see shiny shoes and brand-new shoelaces. Comment: Shoe-shining for guests is the job of room attendant, which is the basic requirement of service, but spending money on shoelaces for guests is beyond the service scope of room attendant. This meticulous service brought surprises to the guests.

Example 5: A British guest who is fluent in Chinese checked in at the reception desk of a hotel. The receptionist just joined the job, and learned from the communication with the guests that he was staying in this hotel for the second time. The guest history file records living habits, favorite rooms and used items. The receptionist quickly handled the request for a Chinese-style room and a thick pillow according to the guests' preferences. When the guest entered the room, he said to the bellboy with satisfaction, "Your service is too meticulous". Comment: It is the hotel's attention and respect to remember the guests and meet their reasonable needs. It records the living habits, preferences and articles used by guests by establishing historical files of guests, and provides more detailed services and surprises for guests. This is an essential and important link in the refined management of hotels.

Example 6: The room attendant in a hotel neglected to pour out the glasses liquid and contact lenses put by the guests in the glass, and the guests flew into a rage when they came back. The waiter admitted his mistake and immediately gave the guest a pair, and the guest expressed satisfaction. Things can be said to be solved satisfactorily here, but the hotel is not satisfied. When the bed was opened at night, the hotel made a cake in the shape of glasses as a gift for the guests. The guests laughed heartily and then became loyal repeat customers of the hotel. Comment: Due to the negligence of the room attendant, it brings unnecessary trouble to the guests. At this time, an apology or two can hardly calm the anger of the guests. The hotel responded quickly and took accurate remedial measures, which not only made up for the loss of the guests, but also seized the opportunity to create surprises. This is a typical example from negligence to remedy, from anger to satisfaction, from creating surprises to loyal customers.

Example 7: Several guests staying in a hotel went shopping one afternoon and consulted the assistant manager of the lobby before leaving the hotel. Due to the sudden heavy rain for a long time, several shopping guests were unable to return to the store. The night is getting deeper and deeper and the rain is getting heavier and heavier. The assistant manager in the lobby suddenly remembered this matter. He wants to contact the guests to see if they need help, but he doesn't have their phone numbers. He is very anxious. Because the guest called through the room and left the other party's phone number, the assistant manager in the lobby used his quick wits. After contacting the other party, he found the mobile phone number of the guests in the hotel and contacted them. The assistant manager of the lobby sent a car to pick them up in the downpour. Several guests often travel on business, and it is very touching to enjoy this courtesy for the first time. When leaving, the guest handed the thank-you letter to the hotel and asked the hotel to praise the assistant manager for his meticulous care. Comment: Under normal circumstances, hotels can't ask about the affairs and activities outside the store without the guest's request or consent. Due to the sudden rainstorm and bad weather, guests who go out shopping and are not familiar with the city are in great need of help. The assistant manager in the lobby used his quick wits when dealing with this matter, and tried his best to solve the difficulties for the guests when they needed help most. The assistant manager of the lobby will extend the service to the guests outside the store and master the time and conditions to help the guests stay in the store to go out in time and in place.

Example 8: When a guest checked in at the reception desk of a hotel, the receptionist at the reception desk found that today was the guest's birthday and immediately reported it to the assistant manager in the lobby. During the check-in, the hotel immediately arranged to put flowers and a birthday card in the guest's room. When the guest entered the room, he was very surprised and immediately called the receptionist at the front desk to thank him. Comment: A hotel's personalized service for guests has been institutionalized. For example, send flowers to sick guests in hospital, send text messages to congratulate guests on their birthdays, send text messages on major festivals, send greeting cards and so on. However, in the specific work of service, responsibility, carefulness and seriousness are the basic guarantees for the implementation of the system, otherwise there will be negligence or omission.

Example 9: The permanent guests in a hotel like to stay up late and skip breakfast, but every time they stay in the hotel, they always go to the Chinese restaurant before 10 in the morning, clamoring for lunch. At this time, the breakfast in the Chinese restaurant has ended, and the Chinese food has not yet started. Both sides are very embarrassed. After the manager of the Chinese restaurant has mastered the guest's habits, as long as the guest stays in the hotel, the waiter of the Chinese restaurant will prepare one for him before breakfast and put it in the incubator for him to eat. Comment: Hotels are like a small society and a big family, with different personalities, tempers and customs. Personalized service is to adapt to the different characteristics of guests and give differentiated services. Although the requirements of the guests are not necessarily reasonable, as long as they are legal, the hotel should do everything possible to provide satisfactory services for the guests.

Example 10: A hotel attaches importance to energy-saving management. For example, there are multi-channel downlights, light belts, all kinds of decorative lights and local area spotlights in guest rooms corridors and public areas, and all kinds of lighting are the focus of hotel energy saving. According to the required brightness of daily business hours, the hotel regularly sets the lighting power supply on and off, and implements the "departmental energy-saving reward and punishment assessment responsibility system". There is a special person to control and record every day. Analyze the energy-saving situation of each season and time period every month, and analyze the energy-saving efficiency of each day, month, quarter, half a year and year in combination with the operation benefit. Comment: hotels should be forward-looking in implementing energy-saving management, and pay attention to it from the time of design and decoration. In this typical case, the hotel made a fuss about the control of electricity consumption during the operation period, not only established a strict assessment system, but also linked the responsibility of energy-saving management and control to people, and analyzed the energy-saving effect of each season and each time period from daily to the whole year. Careful control of hotel energy saving work is really well-intentioned.