Hotel lobby service has always been regarded as a key link in hotel management by the industry. It directly affects the operating efficiency of the hotel.
As early as 1984, the quality management of hotel industry in Gelong Road can be divided into technical quality and functional quality. The above two qualities can be further explained as hardware quality and software quality. Hardware quality refers to the hotel's infrastructure construction and related additional facilities, including, of course, whether the overall environment of the hotel is clean, whether the food temperature is appropriate and so on. Software quality means employees' work efficiency and attitude.
In the process of contact with guests, the front office staff has a long contact time and a high frequency of contact. Their performance directly affects the guests' evaluation of the overall service of the hotel.
What should I do if the service quality at the front desk improves?
I think the following points are crucial and will be effective soon:
1。 Establish a good service culture as soon as possible, such as establishing a good reward and punishment system, formulating relevant provisions to clarify customer service processes, and establishing necessary emergency systems. Establish the second echelon to serve the front-line staff.
2。 Improve the human resource management system. Including conscientiously implementing recruitment standards, strict recruitment standards (foreign language proficiency, etc.). ), provide relevant training courses for new employees and provide continuing education courses for employees. Establish employee's emotional management mechanism to maintain employees' good working attitude. Set appropriate uniforms to motivate employees.
3。 Reasonable release of market dynamic information. Frequently using front office staff to collect customer information can not only understand customer satisfaction, but also make employees realize their importance, thus improving their work enthusiasm. Communicate market trends and related information to employees in a timely manner. Employees should get relevant information from inside the enterprise, not from customers or advertisements.
4。 The establishment of unconventional transactions gives the front desk staff certain rights to deal with emergencies. The management methods and skills of the front office manager The first step to form your own management style is to look at your position in the hotel management team. As the front office manager, you have been given certain management responsibilities, and at the same time, you have been given corresponding management authority. These are the areas where you are involved in management, personal development and restricted in the management team. Although this is a simplified general view of the management team, it will really help you clear your mind. At this point, you need to reflect on your career development goals in this hotel.
As a new manager, the first concept to be emphasized is employee motivation. As a manager, it is a challenge for you to find out how to motivate each of your subordinates. It allows you to put your employees in an ideal state to do a good job. Understanding the needs and goals of each employee is an arduous task for managers, but it is worth completing.
Another goal that the front desk manager should strive to achieve is to achieve the harmony of employees' personalities in the team.
Adequate training for employees will also make the job of the front desk manager much easier. If the training can be well planned, implemented and tracked, the chances of employees making mistakes in their work will be reduced to a minimum.
Employees always have some special requirements in scheduling and other work-related requirements, and you should try your best to meet these requirements.
How to handle guest complaints in the hotel lobby
1, accepting complaints:
(1) Keep calm, and if necessary and possible, invite the complaining guests to the appropriate place so as not to affect other guests;
(2) Listen to the guests' questions patiently in a sincere, friendly and modest manner;
(3) Don't show boredom or anger when listening;
(4) It is not allowed to interrupt the guest's statement;
(5) Never argue or criticize with the guests, and let them calm down as soon as possible;
(6) It is forbidden to use turning words such as "however", "but" and "but" to talk with guests, so as not to irritate them or make them feel that the hotel lacks sincerity;
(7) Tell the guest in a friendly tone that his complaint is completely correct and make the guest feel respected;
(8) Acknowledge and understand the feelings of the guests and try to show sympathy for them;
(9) After the guest has finished speaking, apologize to the guest first and explain that it will be dealt with immediately.
2. Handling complaints:
(1) Ask the relevant personnel what happened and why, and don't listen to one side of the story;
(2) In the case of hotel work mistakes, we should sincerely apologize to the guests, admit the mistakes, and say that we will definitely improve, and give some discounts to make up for the mistakes;
(3) It is to make the treatment result satisfy the guests, even unexpectedly, and give them a surprise;
(4) For the guest complaints that cannot be solved within my authority, I apologize to the guests first, thank them for their complaints, and immediately report them step by step;
(5) Inform the guests of the treatment results;
(6) Solicit the guests' opinions on complaint handling;
(7) apologize to the guests again.
3. Record complaints:
(1) Record the name, room number, consumption place, unit name, contact information, complaint time, complaint reason and treatment result of the complaint in duplicate on the guest complaint record form;
(2) sorting out complaints from guests;
(3) Submit it to the front office manager for approval before leaving work every day;
(4) After examination and approval, the department shall keep one copy and submit it to the general manager's office;
(5) Write an apology to the guests on behalf of the hotel and welcome them to the hotel again.
Importance of case communication at the front desk
One day, a Hong Kong guest came to the front desk to check in. As usual, the staff in charge of reception asked the guests what kind of room they needed. However, because the guest didn't know Mandarin and his Cantonese level was not good, after trying to explain it to the guest in broken Cantonese, the guest still didn't understand it. When the passenger turned to get his home visit card, the staff asked the bellboy who was proficient in Cantonese for help and asked them to help explain. The employee told the porter what he wanted to explain to the guest, and then he told the guest. The employee's original intention was to reduce the embarrassment caused by communication difficulties and save time, but he did not consider that this move made the guests feel disrespected. Because I am not proficient in Cantonese and don't know much about the psychology of the guests, the guests complain.
Comments:
Because employees can't master the common languages in their work skillfully, it is inconvenient to communicate with guests. When asking for help from other employees, inappropriate body language led the guests to misunderstand the complaint: 1. In the process of serving the guests, we should try our best to communicate with them in their own language. Due to geographical factors, employees may not be able to fully master a language. 2. In communication with people, besides basic ability requirements, tone, expression and body language are also elements of good communication. Try to avoid misunderstanding, understand it when it happens, and follow up to remedy it. 3. We should strengthen the training and study of language skills at ordinary times.