What should hotels pay attention to when serving online customers?

The hotel should pay attention to the following matters for online customer service:

1. Please ask the network waiter to let the guests feel the kindness of the waiter's attitude and meticulous service through telephone or chat.

2. Respond to the guest's inquiry in time, and don't keep the guest waiting.

3. Try to understand the purpose of the guest's visit, such as business, parent-child, travel, reception, etc. And formulate targeted reception measures.

Specific plan:

1, business guests: Ask the guests if they need to prepare a wiring board, an electric iron, order food, etc. And arrange a room with good WIFI and close to the elevator.

2. Parent-child guests: Please invite children under 1.2m to have breakfast, soak in hot springs and prepare welcome gifts in advance.

3. Old people: ask the age of the old people in the same trade. If you don't take action, you can suggest room service to the guests; Row houses should be arranged according to the principle that the lower floor is close to the elevator.

4. Tourist guests: Try to arrange quiet rooms, prepare tourist guides and maps for the guests, and ask them if they need to leave early.

5. Receiving guests: Recommend the soup house products on the 7th floor to the guests, and increase the unit price.