In the hotel industry, in what aspects should the front office department strengthen management and services to leave a good impression on guests?

1. Cultivate professional service personnel and improve the professional level of service personnel. It can be said that in a hotel, professional service starts with every move of the front office staff. Front office staff should show a professional demeanor, dress neatly, and be very serious about what they do. Never neglect customers or show your lack of pride in the hotel; do not make guests feel unwelcome; do not Show absent-mindedness to the guest; do not speak the guest's room number loudly, which may harm the guest's safety and privacy; do not dismiss the guest until the guest has left; do not forget to ask if you can help the guest, such as luggage service, taxi service, etc. Wake up service etc. In response to the above content, we carry out training in batches to enable employees to gradually move towards professionalism.

2. Strengthen the handover of the third shift. The handover of front office employees when commuting to and from get off work is a very important procedure. Many things that should not happen are caused by disagreements in employee handovers or forgetting to hand over. of. This kind of misunderstanding that should not have led to customer dissatisfaction can also affect the work efficiency of other departments and bring trouble to the work of other departments. To this end, we have implemented a shift meeting system and added a switchboard record book and a special event record book, strengthened the check-out record book and handover record book, and taught employees how to check their work before leaving get off work to avoid work mistakes and omissions. 3. Strengthen on-site management and supervision of managers. On the one hand, managers are required to appear in the right positions at the right time. For example, during the peak check-out period in the morning, the assistant lobby manager must be at the front desk during the peak check-in period in the evening. When the group luggage arrives at the store, the assistant lobby manager must appear in the group luggage cart and on the team floor. On the other hand, the inspection and supervision of management personnel has been strengthened. The department has set up work checklists for the assistant lobby managers and foremen. Before each shift, the deputy lobby managers and foremen must conduct spot checks on the work on duty and correct problems on the spot.

4. Analyze and summarize last year’s complaint points, and take corresponding measures. The department classified last year’s guest complaints, which were mainly caused by the following aspects: first, outdated equipment and facilities; second, poor attitude of service staff; The third is equipment and facility failure or imperfect equipment and facilities; the fourth is secondary complaints caused by lag in service after equipment and facility failure. The department analyzed the problems in the above four aspects one by one and took certain measures. First, use high-quality services to make up for outdated equipment and facilities; second, increase service awareness and etiquette training to truly let employees know from the bottom of their hearts that guests are satisfied. The importance of service and service quality in hotels; the third is to increase the intensity of spot checks and guest room inspections by the assistant lobby manager, especially for VIP reception and individual guest room reservations, and to pursue complaints about equipment and facilities caused by random inspections of guest rooms. The fourth is to strengthen the employee first inquiry responsibility system and problem tracking system. As long as the front office staff takes over the guest complaints and opinions, they must be responsible for them in one stop. For this purpose, the department has specially set up a special event registration record book to register and follow up the guest complaints and opinions received by each person. 5. Mastery of Comprehensive Knowledge A few years ago, our department has made great efforts to sort out and collect various information on Zhangye’s food, accommodation, transportation, travel, shopping, and entertainment, and made it into a small card to allow guests to become familiar with Zhangye as soon as possible. At the same time, we compiled Zhangye's main tourist attractions, route maps to surrounding places, Zhangye's local customs and other information to organize employees' learning, and tried our best to satisfy guests' various inquiries and knowledge. Once again, you should be familiar with the hotel.

6. Reasonably control the rooms. During the peak season every year, the guest rooms in Zhangye show a good momentum. The business of major hotels is booming. It is precisely because of the popularity that some guests who cannot book rooms will complain and reduce the cost. Customer loyalty to the hotel. For this reason, I have also thought deeply about this issue. There are three months in the peak season every year, and it is not difficult to find a room every day during these three months. Most people’s complaints about not being able to book a room are not about a hotel room. The room is not available, but it is caused by the fact that on the one hand, the room type required by the guest is fully booked; on the other hand, the booking information is inaccurate, especially the number of days of stay is uncertain; on the other hand, there is no room when booking for the first time but there is a room later. dissatisfied.

In response to these three problems, we will start from the following aspects this year. First, we will reasonably allocate room types, and we will not refuse guests. We will guide guests by suggesting that they choose other room types. Second, we will try to be as accurate as possible in the guest's booking information. , to double confirm the guest's check-in information when booking and checking in; third, increase the follow-up on pre-check-out and room reservations. When there is a reservation conflict, first confirm whether there are changes in the previous reservation before responding to the guest. .

7. Improve work efficiency. First, simplify the customer service procedures. Some tasks that can be completed in private are not completed in front of customers, reducing the amount of signatures and the amount of things that customers need to pick up. The second is to do more preparation work and try to make the preparations as full as possible to reduce the waiting time of the guests at the reception desk. The third step is to strictly control the check-in time of 3 minutes, ward rounds of 3 minutes, and check-out time of 5 minutes. 8. Expand personalized services and adapt to the new situation 1. SMS service, popularize SMS service, send text messages to each booking guest to confirm the booking information, and provide hotel address, phone number, Zhangye weather forecast, special tourist attractions and other information. 2. Pack fruits and water for complaining guests, regular guests and VIP guests who have left the hotel. Hotel front office service is the last opportunity to create satisfaction for complaining guests and provide special attention to regular guests and VIP guests. The front office must not only listen carefully to the opinions of complaining guests and handle complaints, but also sincerely apologize to the guests on the basis of handling the complaints well. Providing fruit and mineral water to complaining guests during their trip is one way to provide remedial services. For regular guests and VIPs, the hotel foyer is a time to say goodbye and make lasting impressions. Don't be indifferent to their needs on the road, but proactively provide them so that they can remember the hotel's warm and in-depth services on the way back, creating conditions for their next visit.

3. Arrangements for special guests. For different guests, front desk staff should pay different attention to room arrangements. ① Guests who complained: Hotels generally attach great importance to complaints from guests and ensure that rectifications are made immediately so that similar situations will not occur the next time a guest checks in. However, many hotels' verbal promises and "guarantees" are just a means to deal with guests. The guest left the hotel, but the hotel did not study how to rectify it, or considered some comments to be just the guest's special needs and did not record them in the customer file. When the complaining guest checks into the hotel again, the hotel has already forgotten the last guarantee and has not taken effective measures to implement the last guarantee. This will trigger another complaint from the guest, or make the guest very disappointed with the hotel and not stay again. Therefore, in order to ensure the satisfaction of guests who complain, we must carefully check the guests who made reservations, and when we find that guests who complained have checked in, we must conscientiously implement the matters they complained about last time. For example, if a guest complains that the room is not quiet, do not arrange it next to the elevator when arranging a room. Pay attention to the implementation of the arranged room to avoid the recurrence of the last complaint.

② Late arriving guests Every morning, the hotel will welcome some guests. After these guests arrive, they will make some artificial noise while walking in the corridor, chatting, washing, watching TV, making phone calls, etc., which may affect surrounding guests. Therefore, when the hotel arranges rooms for this type of guests, it should try to arrange unoccupied rooms next door. If the room occupancy rate is relatively high, the room should be arranged in a corner near the elevator to minimize its impact. ③Repeat guests with a history of visiting the hotel Repeat guests are a valuable resource for the hotel. In order to shape repeat guests into loyal customers, hotels generally collect the consumption habits of repeat guests to form guest history files. Once a repeat customer makes a reservation, the reservation center must promptly check the guest history file and arrange a room according to their preferred room number, orientation, floor, room type, etc. If the guest's personalized needs cannot be met because the room is full, etc., the guest should be notified by phone before arrival and some remedial measures should be taken to obtain the guest's understanding. Once other guests check out and their requirements can be met, you should promptly seek their opinions on whether to change rooms. Every morning, the hotel welcomes some guests. After these guests arrive, they will make some artificial noise while walking in the corridor, chatting, washing, watching TV, making phone calls, etc., which may affect surrounding guests. Therefore, when the hotel arranges rooms for this type of guests, it should try to arrange unoccupied rooms next door. If the room occupancy rate is relatively high, the room should be arranged in a corner near the elevator to minimize its impact. ③Repeat guests with a history of visiting the hotel Repeat guests are a valuable resource for the hotel. In order to shape repeat guests into loyal customers, hotels generally collect the consumption habits of repeat guests to form guest history files.

Once a repeat customer makes a reservation, the reservation center must promptly check the guest history file and arrange a room according to their preferred room number, orientation, floor, room type, etc. If the guest's personalized needs cannot be met because the room is full, etc., the guest should be notified by phone before arrival and some remedial measures should be taken to obtain the guest's understanding. Once other guests check out and their requirements can be met, you should promptly seek their opinions on whether to change rooms. ④ Teams and conference guests Teams and conference guests have the characteristics of unified actions, frequent internal visits and liaisons, and a great impact on the hotel service environment. When arranging rooms for conference and team guests, they should try to arrange them on lower floors, and it is best to concentrate them on one or several floors. The conference group's room should be arranged as close to the elevator as possible, on the same floor or on a lower floor than the group guest rooms. One is to make it easier for teams and meeting guests to find, and the other is to reduce the frequency of team and meeting members taking the elevator. 4. Continue to provide baggage services, small towel services, hot water services, and warm reminders of taxi numbers for individual passengers.