Who said the customer is always right?

The guest is always right” was proposed by Mr. Statler, the father of modern hotels in the United States.

The guest is always right: This concept requires the hotel to stand on the side of the guest. Consider the problem from the perspective of the customer, give full respect to the customer, and meet the customer's requirements to the greatest extent. This is specifically reflected in the following four aspects:

(1) Fully understand the customer's needs: Ask the customer. It is a legitimate demand that is beyond the scope of the hotel's services. This is not an excess of the guest, but a shortcoming of the hotel. Therefore, the hotel must provide it as a special service. If it is determined that it is difficult to satisfy, it must apologize to the guest and obtain the guest's understanding. < /p>

(2) It is necessary to fully understand the guest’s thoughts and mentality: the hotel must respond to the guest’s unusual attitude and request if he or she gets angry outside the hotel or gets angry due to physical or emotional reasons. Understand and influence guests with better services

(3) Fully understand guests’ misunderstandings: due to differences in culture, knowledge, status, etc., guests may not understand the hotel’s rules or services. The hotel must give a sincere explanation to the guest if they have any opinions or refuse to cooperate, and strive to give the guest a satisfactory answer.

(4) Fully understand the guest's fault: For various reasons, some guests intend to find fault. , or make excuses, the hotel must adhere to the principle of "guests first", give reasons to guests, and give guests face.

Abstract: Emphasis on "the guest is always right" in hotel service. When a guest has a misunderstanding about the hotel's service methods or content, or has an opinion about the hotel staff's service, the hotel staff will first look at the problem from the guest's perspective, and solve the problem from the perspective of understanding the guest and trying to satisfy the guest. In addition, Emphasizing that the guest is always right mainly means that the hotel staff's attitude in handling problems should be tactful and artistic. When the mistake is indeed on the guest's side, or the guest does misunderstand the hotel staff's service, the hotel staff should use clever methods to deal with the problem. This is especially true when other guests are present, so that other guests cannot feel that a certain guest has wrong judgment or is unclear about right and wrong. Of course, if a guest commits serious deviant or illegal behavior, this will The same principle cannot be applied.

Keywords: Guest Hotel "The guest is always right"

Introduction

In the 21st century, the world's tourist hotels are becoming more and more popular. With the development of immeasurable speed, it is becoming more and more important to compete for customer service. As a service staff, we must always remember that "the customer is always right" because it is the basis and norm for the survival and development of tourist hotels.

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1. The origin of "The guest is always right"

"The guest is always right" was proposed by Mr. Statler, the father of modern hotels in the United States. . It emphasizes the idea of ??serving guests unconditionally. The hotel should always put the guests in a "reasonable" position. Even if the hotel is reasonable in some aspects, it must be "reasonable". This is also one of the principles of modern American hotels. Mr. Statler, the father, was the first to put forward the original intention of this slogan. The premise of giving "right" to the guests is not to compete with the guests to win or lose. The professional ethics of the tourism service industry require that employees should not only let others be "unreasonable", but also make others "reasonable". "The guest is always right" is a concept and a slogan in service. More importantly, it is the service standard that the hotel's waiters should follow when training employees. "The guest is always right" is a phrase that must be mentioned in training. Its meaning is that service companies must strive to improve service quality and ensure guest satisfaction. Only when guests are satisfied will they be willing to spend, and the hotel will be profitable.

2. The essence of "The customer is always right"

The slogan "The customer is always right" often makes some service staff find it difficult to accept. To accept this slogan, To follow this slogan, you must first understand the essence of this slogan.

1. "The customer is always right" means that the customer is God.

The customer is. The meaning of God is that guests enjoy the supreme status in the hotel. It means that we should treat customers as respectfully as God. This is not human nature, but the result of survival competition. There will be guests, and there is no way for hotels to survive without guests. Therefore, hotels use various means to attract guests. However, the times are changing, the needs of "God" are also changing, and the power of "God" over the hotel is also changing. It becomes stronger and stronger. Only by conducting in-depth investigation and research on "God" and deeply understanding the needs of guests, and supplementing it with unique marketing strategies, can the hotel attract "God" and satisfy "God".

2. “The guest is always right” is not a judgment based on objective facts

The service staff couldn’t figure out: How could the guest be “always right”? Is there no time when they are wrong? Are there differences between service staff and guests? In fact, guests cannot always be right when there are differences between service staff and guests. It is impossible for the guests to be "reasonable" and the service staff to be "ignorant" every time.

For example, during lunch time in a Chinese restaurant in a hotel, several guests began to order after they were seated, and asked the waiter for advice from time to time. However, after spending a long time, none of the guests were satisfied with the restaurant's specialty and seasonal dishes recommended by the waiter at the guest's request. No point, still asking this and that. The waiter said: "It's your first time coming to this restaurant. You may not know much about the variety and characteristics of the dishes here. Please don't be anxious and choose slowly." Several guests finally ordered their dishes and left before the waiter turned around. , the guests changed their minds again and asked for a few different dishes. When the waiter turned around and left again, the guests changed their minds and asked for a few more dishes. The guests themselves felt embarrassed, but the waiter still smiled and said: "It doesn't matter, it is our responsibility and obligation to provide you with satisfactory service." The guests were deeply moved by the cordial and warm language. Through this incident, you can see how important it is for a hotel to immediately think of "the guest is always right." If you regard the sentence "the guest is always right" as a judgment on objective facts, you will never understand it. It must be pointed out that the phrase "the guest is always right" is not a judgment on objective facts, but a requirement and a slogan for how service staff should serve guests.