How to do a good job of service

Some people have been confused and disappointed with the service industry, thinking that hotel service is nothing more than a youthful meal, which is simply repetitive work and has no skills at all. In fact, service is a science, if you want guests and employees to achieve a harmonious state. Then let's use hotel service to introduce how to do a good job!

How to do a good job of service

First, experiential psychology.

Traveling abroad is also a process of seeking novelty, novelty and novelty, and more and more tourists pursue the feeling of gaining experience. "One summer vacation, our family went to the resort to travel. One day we didn't go out in the hotel and felt bored. At this time, the waiter who came in to clean the room greeted us and suggested that' our resort has built a new water world.

I heard it's especially fun, and it's so hot that it's good to play with water. We were a little excited, then immediately put on our swimsuits and came to the water world. That experience left us with good memories. "As can be seen from this case, in order to attract more guests, the hotel should design and organize many entertainment experience activities while providing basic services, and do a good job of supporting publicity, so that more tourists can enjoy a unique experience while enjoying their leisure vacation.

Second, help-seeking psychology.

When guests are away from home, it is inevitable that they need help in case of emergency. For example, a hotel guest who has checked out left his bag in his room and asked for help in finding it; There is something wrong with the electrical equipment in the guest room, which needs maintenance; Guests need treatment for sudden illness and so on. In this case, the guest's psychology is anxious. If the hotel can provide thoughtful service in time, it will fully display the service quality and management level of the hotel, leave a deep impression on the guests and win more loyal guests.

Third, respect psychology.

Every guest grows up in a certain cultural environment and lives in a certain culture, thus forming different values, lifestyles and consumer psychology.

These should be respected. Hotel staff should understand the customs of major countries and regions and provide different services for different nationalities in different countries and regions. The common manifestations that hotel guests need to respect are respect for personality, social culture, religious beliefs and so on. Fourth, psychological compensation.

Tourists have stress in their daily life. The purpose of traveling is to relieve stress and seek psychological compensation. They are eager to be valued and enjoy the feeling of being cared for. There is such a case: a guest was injured by the room setting during his stay in the hotel and asked the hotel for compensation. The hotel found out that the cause of the injury was caused by the guests themselves, but the hotel did not ignore it, but did a good job of appeasement in time to prevent the situation from further intensifying. The hotel has done the following work: apologize to the guests and ask them if they need further treatment; Give warm service to guests during their stay and try to meet their legitimate requirements; Hotel leaders also give special care and visit injured guests regularly. In this way, although the guest was injured in the hotel, he was comforted and compensated physically and psychologically afterwards.

Relieve or even eliminate the dissatisfaction of guests, which embodies the purpose of hotel guests first. V. ambivalence

Everyone has ambivalence, including hotel guests. There is an example: one day, a guest who left the store took four hangers. She didn't know that the clothes rack in the hotel was not a gift, but it was found by the front desk clerk, but because of face,

He insisted on refusing to return it to the hotel. He said, "Some hotels give clothes hangers after laundry. What makes you say it's private? " At this point, the lobby manager realized the ambivalence of the guests and came up with a way to give them a step down without hurting their face: first, he smiled at the guests and asked,' What can I do for you? "Invisibly narrowed the distance with the guests and laid the foundation for solving the problem; Then, admit that the guest's statement is true: "Some hotels give clothes hangers when washing clothes", but immediately the conversation changed: "But our hotel has not implemented it yet", subtly suggesting that clothes hangers are not gifts in this hotel, thus safeguarding the interests of the hotel; At the same time, give the guest a reason to accept it as a suggestion, which is in line with the guest's mind; " Your clothes must be more afraid of wrinkles, so it's not good to take them out. "It shows that the guest didn't want to take the hanger for himself, but was afraid of wrinkling the hanger and sat down on the steps. Put forward the countermeasures to save the guest's face without losing the hotel property: "why don't you pay for these four hangers?" "Both sides are happy. This case tells us that even the guests' mistakes in the conflict can't be exposed face to face, but we should try to make them up in a euphemistic tone. Privileged psychology of intransitive verbs

In the subconscious of guests, there is generally a desire to enjoy privileges. This privilege is manifested in: "I am a guest, I need your service, I have the right to enjoy the service, and I have the right to ask for anything." Most hotel guests pay their own expenses, and their psychology in hotel consumption is to spend low prices and enjoy high-quality services to a great extent. Therefore, they will put forward a series of requirements for the hotels they stay in, which are sometimes unreasonable and harsh. On the one hand, they want to ensure that the quality of service they consume is worth the money. On the other hand, after expressing their dissatisfaction, they hope to get corresponding compensation to reduce expenses. It is this kind of psychology that makes them have high expectations for service quality. If they are slightly dissatisfied, they will complain, even to the hotel. First of all, the hotel should take all preventive measures to avoid customer dissatisfaction, including strict training for employees and strict inspection of hotel hygiene and facilities. Secondly, hotel managers should make regular inspections, take the initiative to understand the degree of satisfaction of guests with services, and find out the dissatisfaction of guests in time. Finally, in the face of complaints from guests, even if they are unreasonable and outrageous, we should adhere to the principle that guests are God and control our emotions. Always treat guests with a friendly and warm attitude and smile, so as to satisfy their privileged wishes and calm their anger. Then, we should find a rational way to solve the problem and try our best to meet the needs of the guests without losing the overall profit of the hotel.

In fact, there are many jobs in the service industry. Although their positioning is different, the concept of service is the same. I hope that the content introduced above can be explained clearly to everyone.

; Put forward the countermeasures to save the guest's face without losing the hotel property: "Why not buy these four hangers at the cost?" Both sides are happy. This case tells us that even the guests' mistakes in the conflict can't be exposed face to face, but we should try to make them up in a euphemistic tone. Privileged psychology of intransitive verbs

In the subconscious of guests, there is generally a desire to enjoy privileges. This privilege is manifested in: "I am a guest, I need your service, I have the right to enjoy the service, and I have the right to ask for anything." Most hotel guests pay their own expenses, and their psychology in hotel consumption is to spend low prices and enjoy high-quality services to a great extent. Therefore, they will put forward a series of requirements for the hotels they stay in, which are sometimes unreasonable and harsh. On the one hand, they want to ensure that the quality of service they consume is worth the money. On the other hand, after expressing their dissatisfaction, they hope to get corresponding compensation to reduce expenses. It is this kind of psychology that makes them have high expectations for service quality. If they are slightly dissatisfied, they will complain, even to the hotel. First of all, the hotel should take all preventive measures to avoid customer dissatisfaction, including strict training for employees and strict inspection of hotel hygiene and facilities. Secondly, hotel managers should make regular inspections, take the initiative to understand the degree of satisfaction of guests with services, and find out the dissatisfaction of guests in time. Finally, in the face of complaints from guests, even if they are unreasonable and outrageous, we should adhere to the principle that guests are God and control our emotions. Always treat guests with a friendly and warm attitude and smile, so as to satisfy their privileged wishes and calm their anger. Then, we should find a rational way to solve the problem and try our best to meet the needs of the guests without losing the overall profit of the hotel.

In fact, there are many jobs in the service industry. Although their positioning is different, the concept of service is the same. I hope that the content introduced above can be explained clearly to everyone.