How to know guests in tourism psychology is always right

First of all, you must understand that tourism work is of great significance. It is to bring comfort and ease to customers. This is the common requirement of all service departments. Only by correctly understanding "the guest is always right" can waiters serve guests wholeheartedly, and managers can flexibly and properly handle various issues related to guests and employees.

1 "Guests are always right" emphasizes the idea of ??serving guests unconditionally.

Serving guests wholeheartedly is necessary, and cannot be understood dogmatically, otherwise, it will Questions like "Is it right for a guest to steal? Is it right for a guest to hit someone?"

2. The guest is always right. The guests are always right, and there are very few unreasonable ones.

Guests are generally not willing to cause trouble or make trouble when they are away from home. Once a guest raises an opinion or comes to complain, it reflects our service or management. When something goes wrong, the important thing is to help the customer solve it quickly instead of arguing about who is right or wrong

3. The customer is always right does not mean that the employee is always wrong

The fact that the guests are right does not mean that "employees are always wrong". It requires employees to "give the right to the guests."

For this reason, I must be magnanimous as a requestor, and sometimes I even have to swallow my anger and respect the guests unconditionally. Do not argue with the guests, right or wrong, it is not authentic. In fact, objectively speaking, this dish may be the best made by the famous special chef of the hotel. Well, the most authentic dish is just that the guest does not understand or does not fully understand the guest's taste, but neither the chef himself nor the restaurant waiter or restaurant manager can (and does not have to) argue with the guest whether the dish is "authentic" or not. You All you have to do is to change a dish for the guest as soon as possible, or cook it again according to the guest's request. As a restaurant manager said: "In a restaurant," if the guest refers to a deer as a horse, you will regard the deer as a horse

4, Customers are always right means that managers must respect and understand employees.

Since, "customers are always right" does not mean "employees are always wrong," but requires employees to give up on what is right. "To guests" then managers must respect employees, understand employees, and deal with employees. Otherwise, it will greatly dampen employees' enthusiasm for customer service.