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

First, train professional service personnel and improve their professional level. It can be said that in a hotel, professional service begins with every move of the front office staff. Front office staff should show professionalism, dress neatly, be very serious about what they do, never neglect customers, and never let customers see that you lack pride in the hotel; Don't make guests feel unwelcome; Don't be absent-minded to the guests; Don't say the guest's room number loudly, which may hurt the guest's safety and privacy; Don't send the guests away before they leave; Don't forget to ask if you can help the guests, such as baggage service, taxi service, wake-up call service, etc. In view of the above contents, we carry out training in batches, so that employees can gradually become professional.

Second, it is very important to strengthen the handover of the front office staff of Class Three handover when they go to work. There are many things that shouldn't have happened, because of differences in employee handover or forgetting to hand over. This misunderstanding should not have caused customer dissatisfaction, but also affected the work efficiency of other departments and brought trouble to the work of other departments. To this end, we implemented the system of shift handover meeting, increased the switchboard record book and special event record book, strengthened the rounds record book and handover record book, and taught employees how to check their work on duty before leaving work to avoid mistakes and omissions. Third, strengthen the on-site management and supervision of managers. On the one hand, managers are required to be in the right place at the right time, such as the check-out peak in the morning and the assistant manager in the lobby at the peak in the evening. When the team luggage arrives at the store, the assistant lobby should appear on the team luggage cart and the team floor. On the other hand, strengthen the inspection and supervision of managers. The department has made a work list for the assistant manager and foreman in the lobby. Before each shift ends, the assistant manager and foreman of the lobby should conduct spot checks on the work on duty and correct the problems on the spot.

Fourth, analyze and summarize the complaints of last year, and take corresponding measures to classify the complaints of guests last year, which are mainly caused by the following aspects: First, the equipment and facilities are outdated; Second, the attitude of service personnel is not good; Third, the equipment and facilities are faulty or the equipment and facilities are imperfect; The fourth is the second complaint caused by the service lag after the failure of equipment and facilities. In view of the above four problems, each department analyzed them one by one and took some measures. First of all, they make up for outdated equipment and facilities with high-quality services; The second is to increase the training of service awareness and etiquette, so that employees can truly understand the importance of guest satisfaction and service quality in the hotel; Third, the assistant manager of the lobby should check and check the rooms more, especially for VIP reception and personal reservation, and let the assistant manager of the lobby be responsible for the complaints about equipment and facilities caused by the spot check; The fourth is to strengthen the employee's first question responsibility system and problem tracking system. As long as the guest's complaints and opinions are taken over by the front office staff, they must be responsible for the whole process. For this reason, the department has set up a special activity registration record book to register and follow up the complaints and opinions of the guests who have taken over. V. Mastering Comprehensive Knowledge Years ago, our department made great efforts to sort out and collect all kinds of information about Mr. Zhang's eating, living, traveling, shopping and entertainment, and made them into small cards to let guests get familiar with Mr. Zhang as soon as possible. At the same time, the main tourist attractions in Zhangye, the road map to the surrounding areas, the customs of Zhangye and other information were sorted out, and employees were organized to learn to meet the various inquiries and knowledge of the guests. Again, you should be familiar with the hotel.

Sixth, reasonable control of the room In the peak season every year, Zhang Ye's rooms have shown a good momentum. The business of major hotels is booming, precisely because some guests who can't book rooms complain, which reduces customers' loyalty to the hotel. To this end, 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 for these three months. Most people complain that there is no room in the hotel because on the one hand, all the rooms requested by the guests are fully booked; On the other hand, the reservation information is inaccurate, especially the number of guests is uncertain; On the other hand, it is the dissatisfaction caused by the lack of room behind the first reservation. In order to solve these three problems, we will start from the following aspects this year: first, rationally allocate room types, do not refuse guests, and guide guests by suggesting them to choose other rooms; The second is to be as accurate as possible in the guest's reservation information, so that the guest can double confirm the guest's check-in information when booking and checking in; The third is to follow up the pre-departure and room reservation. When there is a reservation conflict, confirm whether the previous reservation has changed, and then decide the guest.

Seven, improve work efficiency First of all, simplify customer service procedures. For some work that can be done privately, don't be in front of the guests and reduce the number of times the guests sign back and forth to take things. The second is to make more preparations, make full preparations as far as possible, and reduce the waiting time of guests at the reception desk. Once again, strictly control check-in for 3 minutes, check-in for 3 minutes and check-out for 5 minutes. Eight, expand personalized service, adapt to the new situation 1, short message service, popularize short message service, send short messages to confirm reservation information for each guest, and provide information such as hotel address, telephone number, weather forecast in Zhangye, and special tourist attractions. 2. Pack fruit and water for complaining guests, regulars and VIPs who leave. The front office service of the hotel is the last chance to satisfy the complaining guests, and it is also the last chance to provide special attention to the regular customers and VIPs. The front office should not only listen carefully to the opinions of the complaining guests and handle the complaints, but also sincerely apologize to the guests on the basis of handling the complaints. Providing fruit and mineral water for complaining guests' travel is a way to provide remedial services. For frequent visitors and distinguished guests, the hotel lobby is a time to say goodbye and deepen their impressions. Don't be indifferent to their needs during the trip, but offer them actively, so that they can remember the warm and in-place service of the hotel on their way back and create conditions for their next arrival.

3. Arrangement of special guests According to the differences of the guests, the front desk service personnel should pay different attention to the room arrangement. (1) Complaints from guests Hotels generally attach great importance to accepting complaints from guests, ensuring immediate rectification, so that similar situations will not occur again when guests check in next time. However, the "guarantee" verbally promised by many hotels is only a means to deal with guests. When the guests left the hotel, the hotel did not study how to rectify, or thought that some opinions were just the special needs of the guests and were not recorded in the customer files. When the complaining guest stays in the hotel again, the hotel has long forgotten the last guarantee. Failure to take effective measures to implement the last guarantee will lead the guest to complain again, or make the guest very disappointed with the hotel and stop staying. Therefore, in order to ensure the satisfaction of the complaining guests, it is necessary to carefully check the reserved guests, and when the complaining guests are found to be staying, their final complaints should be seriously implemented. For example, if a guest complains that the room is not quiet, don't arrange it next to the elevator when tidying up the room. Pay attention to the arrangement of the room to avoid the recurrence of the last complaint.

The hotel will welcome some guests who are late every morning. When these guests arrive, they will walk along the corridor, chat, wash clothes, watch TV and make phone calls. , will cause some man-made noise, which may have an impact on the surrounding guests. Therefore, when hotels arrange rooms for such guests, they should try to arrange vacant rooms next door. If the room occupancy rate is relatively high, it is best to arrange the room in the corner near the elevator to minimize the impact. 3 repeat customers with customer history are valuable resources of the hotel. In order to mold repeat customers into loyal customers, hotels generally collect the consumption habits of repeat customers and form customer history files. Once there are repeated reservations, the reservation center should check the guest's historical files in time and arrange rooms according to their favorite room number, orientation, floor and room type. If the room is too full to meet their individual needs, we should call the guests before they arrive and take some remedial measures to gain their understanding. Once other guests check out and can meet their requirements, they should consult whether to change rooms in time. Every morning, the hotel welcomes some guests. When these guests arrive, they will walk along the corridor, chat, wash clothes, watch TV and make phone calls. , will cause some man-made noise, which may have an impact on the surrounding guests. Therefore, when hotels arrange rooms for such guests, they should try to arrange vacant rooms next door. If the room occupancy rate is relatively high, it is best to arrange the room in the corner near the elevator to minimize the impact. 3 repeat customers with customer history are valuable resources of the hotel. In order to mold repeat customers into loyal customers, hotels generally collect the consumption habits of repeat customers and form customer history files. Once there are repeated reservations, the reservation center should check the guest's historical files in time and arrange rooms according to their favorite room number, orientation, floor and room type. If the room is too full to meet their individual needs, we should call the guests before they arrive and take some remedial measures to gain their understanding. Once other guests check out and can meet their requirements, they should consult whether to change rooms in time. ④ Team, visitor team and visitor have the characteristics of unified action, frequent internal visits and contacts, and great influence on the hotel service environment. When arranging rooms for meetings and group guests, try to arrange them on lower floors, preferably on one or several floors. The meeting room should be arranged near the elevator as far as possible, on the same floor or lower floor as the group room. First, it is convenient for the team and conference guests to find it, and second, it is to reduce the frequency of the team and conference members taking the elevator. 4. Continue to do a good job in luggage service, small towel service, hot water service and taxi number prompt.