What are the small details of the hotel warm heart service?

When guests enter or leave the hotel, the cordial greetings from the front desk can alleviate the fatigue of the guests during the journey and make the follow-up service easier. A good greeting needs two things:

① Memory point: The traditional greeting is "Welcome". Hotels can start with the local, local and seasonal characteristics to make guests remember it better.

For example, some hotels that focus on "making guests feel at home" start with "welcome home". Some hotels in the south will add a local dialect before the welcome speech in Mandarin. On Mid-Autumn Festival and Dragon Boat Festival, you can use "Happy Mid-Autumn Festival" and "Dragon Boat Festival" instead of traditional greetings.

2 Warm heart point: In addition to making the guests remember, we should also make the guests feel warm. In addition to verbal greetings, the hotel can also provide services according to seasonal characteristics, such as: "It's cold recently, so it's hard for you to come here. Please have a cup of hot tea first, and I will speed up the business for you. " "

2. Pay attention to hospitality etiquette

The implementation of guest etiquette is a direct proof of the hotel's professional level, but this is exactly what many hotel people ignore. In terms of guest etiquette, the hotel front desk foundation needs to do these three things:

① Keep smiling: Smiling is the best language. When serving guests (except handling complaints), the front desk should always smile, from seeing guests enter the hotel to seeing them leave.

Hand delivery: It is a kind of respect for guests to deliver and receive things with both hands, which is especially valued by older guests. When the front desk handles business for guests, guests need to provide ID cards and signatures, which requires special attention.

(3) Polite terms: the word "please" begins with the word "you" and ends with "invitation" and "suggestion" as far as possible, such as "please ……". Avoid verbally "demanding" and "forcing" guests, such as "You must …".

Step 3 act quickly

When serving guests, the sooner the better, "fast" is an important prerequisite. The front desk needs to be familiar with the main business processes to improve service efficiency. In the process of serving customers, this signal should also be conveyed to customers through visual senses. The action of "running" can convey this signal well.

In the following situations, the front desk staff should run.

① When the guest is inconvenient to move: When you see that the guest is carrying heavy objects or is unwell, you can step forward quickly and help him quickly.

For example, Nini, the front desk of this hotel in Shanghai, saw that it was inconvenient for the guests to open the door with their children in their arms, so she quickly stepped forward to help with the luggage and pressed the elevator, which won the praise of the guests.

② Take things for the guests: When you take things for the guests, you can walk away quickly and get them for them, and when you come back, you can go up quickly to relieve the anxiety of the guests when they wait.

③ When the guest complains: When the guest complains, the front desk or other work comes from other places to serve him, running in front of the guest can also make the guest feel the attention of the hotel.

4. Personalized service

There are thousands of people, and each guest's needs are different. While implementing standardized services, some customized services can be appropriately integrated to impress guests.

This requires the front desk to practice the professional skills of "observing words and feelings" and provide some personalized details services according to the needs of different guests. When serving different guests, the front desk should pay special attention to the following two aspects:

① Address: Different guests can have different addresses. For example, "sir" and "madam" can be used instead of common greeting words, but "old gentleman" and "old lady" can make them feel more cordial when they meet old people.

② Services: Some services at the front desk should be adjusted according to the different characteristics of the guests. If the same tea was served at the front desk, the front desk of this hotel in Xi 'an found that there were children in the same trade, so the tea was replaced by orange juice, which was recognized by parents.

5. Do a good job in travel planning.

Hotel lobby is a transit point for guests to travel, and the front desk is an important part of this transit point. Providing travel support for guests, the front desk can also get great praise.

① Weather conditions: According to the weather conditions, the front desk can provide help to the guests who go out, such as handing them disposable raincoats in rainy days, or asking whether it is necessary to rent umbrellas; Dust and haze weather, provide masks for guests.

② Travel planning: After knowing the travel purpose of the guests in communication, the front desk can provide corresponding help according to the needs of the guests.

For example, in this hotel in Chongqing, the front desk knows that the guests are from other places. In order to make the guests travel more smoothly, the front desk will specially prepare a hand-painted guide map for these guests to prevent them from getting lost.