Hotel service, to be advanced and not cold!
“How do I turn on the TV?” “What’s the WiFi password?” “Where do I put the disposable slippers?” Such seemingly simple questions are not easy to answer for many guests who are staying in high-end hotels for the first time.
In recent years, the newly opened high-end hotels in China have become more and more fashionable in design, more and more exquisite in decoration, more and more spacious in rooms, and more and more in the sense of technology. However, it cannot be denied that some designs that were supposed to bring comfort and convenience to guests have brought a lot of inconvenience. Dazzling intelligent functions and complicated settings are the most frequently reported problems by guests, which not only reflect the problem of hotel design concept, but also reflect that the hotel does not have a deep understanding of high-quality services.
Three misunderstandings of hotel service
The hotel’s pursuit of higher quality service should adhere to people-oriented .
How to achieve higher quality service? Use new technologies to reconstruct service processes to optimize service effects and achieve higher customer satisfaction. For hotels, what counts as higher quality? The room is a suitable size, clean and bright, with fresh air, so that guests can sleep comfortably and feel at home… Obviously, the focus is to meet the guests’ experience and needs.
01
Blindly to fight hardware conditions
At present, some domestic hotels understand high-end simply as tall rooms, luxurious decoration, and many smart devices, but they do not design the layout and study services from the perspective of the guests. Once it is separated from the core goal of people-oriented, no matter how luxurious the decoration is, it will lose its meaning. Only when the hotel management is truly people-oriented, and everything starts from the actual experience of the guests, can it truly serve the hearts of the guests.
02
Introduce a large number of technological equipment, regardless of applicability
The introduction of technological smart devices requires optimized operations according to local conditions. The introduction of technological and intelligent equipment to enhance the experience and enhance the sense of fashion in the hotel is indeed an important way to improve the level and taste of the hotel. However, the introduction of smart devices must serve the purpose of improving comfortable and convenient experience , and prevent “introduction for the sake of introduction” and “introduction without regard to integration”.
In order to enhance the sense of technology, some high-end hotels have introduced advanced equipment such as multiple sets of TV systems and automatic opening and closing curtains, reflecting high-end intelligence everywhere. However, in order to turn on the TV to watch, the resident may have to go back and forth on multiple remote controls to study the function settings of the TV and the remote control in detail, and the simple viewing becomes complicated.
The curtains are automatically opened and closed, and because the logo is unknown, the guests can do things easily, but they have to toss for a long time because they can’t find the switch. Technology can only be used to its advantage when it is used in the right place and truly integrated into life. Hotels should seek truth from facts. When choosing smart devices, they should be people-oriented, improve experience, reduce operation difficulty, and create a comfortable feeling for guests.
03
ignore service details
The details can better reflect the service quality of the hotel. Throughout the world’s major brand hotels, the functions are almost the same, and their differences are often in the subtleties that are not eye-catching, but actually improve the guest experience.
These subtleties are the result of an innovative thinking and careful observation. From the orientation of the bedside to the layout of the bathroom, from the softness and hardness of the bedding, to the design of the light switch, from the reminder of the WiFi service password to the placement of the slipper storage bag and other items, the designer, The manager’s understanding of the needs and preferences of the guests directly affects the guest’s check-in experience. All items are placed according to function and daily use habits, truly embodying the feeling of being at home and being at your fingertips, more important than the luxurious decoration. Facts have proved that only meticulous service can win the favor of consumers.
4.9 hotel service details
How to achieve “ people-oriented “ in service? We have sorted out the details of 66 personalized services of high-scoring hotels, which not only help shape the hotel’s humanistic care culture, but also form the competitiveness of differentiated services. You can use it flexibly according to your actual situation.
01
Caring for the body of the guest
①Guests catch cold, provide ginger soup service.
② The guests have stomachache, and millet porridge soothes the nerves and nourishes the stomach.
③The guest has back pain, provide backrest and quilt on the bed.
④ The guests are listless in the meeting and provide coffee.
⑤ When the guest’s throat gets angry, he offers ice candy Sydney water on his own initiative.
⑥ The guest’s right hand was injured, so he offered a spoon when eating.
⑦ If the guest has medicine in hand, he will take the initiative to hand over warm water.
⑧ When cleaning the guest room, if there is medicine, write a message to express concern.
⑨ If guests are bitten by mosquitoes, they will take the initiative to send toilet water or anti-mosquito liquid.
⑩When guests talk about motion sickness, they can provide them with motion sickness stickers.
02
Caring for the food and drink of the guests
①Guests bring their children to eat, and take the initiative to provide baby chairs, children’s tableware and toys.
②The guest’s baby fell asleep on the sofa in the lobby or restaurant, and offered a blanket.
③Guests need to record the number when answering the phone, and take the initiative to hand over a pen and paper or assist in recording.
④The restaurant is too slow to serve food, and the guests look anxious, take the initiative to appease and urge the food.
⑤Guests bring their own drinks and take the initiative to help them.
⑥Guests take off their coats after entering the restaurant and take the initiative to help hang up.
⑦Guests are drunk, take the initiative to send honey water and appease them.
⑧Guests stare at the wine list at the bar and introduce themselves.
⑨Guests bring their own food and take the initiative to provide plates.
⑩ The guest uses chopsticks in his left hand and moves the tableware to the left.
⑪ If the guest’s tea has not been cold for a long time, he will take the initiative to replace the hot tea.
⑫Guests are going to take a taxi home, contact the front office to help call a taxi before the meal is over.
⑬Guests are in a hurry to have breakfast, so they pack breakfast to eat on the way.
⑭ When the guests are interested in the hotel’s snacks, they will take the initiative to give some to the guests.
⑮Guests want to eat spicy, take the initiative to serve chili sauce.
⑯Guests bring their own fruits, they can help guests wash and pack the fruits.
⑰Breakfast time has passed, if the guest does not have breakfast, inform the restaurant to prepare a copy.
⑱Guests can take the initiative to help them cut the fruit they need to cut.
⑲If the guests are found to be intoxicated during the meal, we will provide honey hydrolyzed wine.
⑳ During the dining process, it is found that the guest keeps looking at the watch and is in a hurry. The waiter should communicate with the kitchen to speed up the production and service speed, prepare the bill in advance, and save time for the guest.
03
Caring for the entry and exit of guests
①When guests are waiting in the lobby or waiting for check-in, they will take the initiative to bring tea and magazines.
②If the guest has a lot of luggage, the luggage operator should take the initiative to help the guest to carry the luggage until the destination.
③ For guests who have just checked in, lead them to their room in time, or if they don’t know where the restaurant is, tell them and lead them to their location.
④When guests are ready to book train or plane tickets, take the initiative to ask if they need help to book on their behalf.
⑤ When the guest is ready to leave the store, give him a souvenir or mineral water to drink on the way.
⑥ When the guest checks out and leaves the hotel and does not drive by himself, take the initiative to ask the guest if he needs a taxi, and take the initiative to help the guest take a taxi.
⑦If there are items left in the hotel after the guest leaves the hotel, take the initiative to contact the guest to pick it up or send it to the guest or send it out.
04
Caring for guests to play
①Guests staying in the store do not know where to go for shopping, they can take advantage of the rest time and take the initiative to accompany the guests.
②Guests are going to a certain place and do not know the route. In addition to explaining the routes and transportation methods to the guests in detail, it is recommended to leave the contact information of the guests. If the guests have any questions on the way, they can answer or provide assistance in a timely manner.
③Guests who want to buy local specialties can apply for the purchasing department to buy them on their behalf, or accompany them to buy them during off-duty hours.
④If guests are visiting the city, they can recommend suitable play strategies to them to ensure that guests have a good time.
05
Caring for guests convenience
①Guests look in the corridor and ask if they need help.
②Guests enter the store without being led, and take the initiative to provide leading services.
③When it rains, when guests enter and leave the hotel, take the initiative to hold umbrellas for them.
④If the items in the hands of the guests are messy and difficult to carry, bags are provided.
⑤ When it is inconvenient for elderly guests to read newspapers, they will take the initiative to give reading glasses.
⑥Guests are ready to take a taxi home, contact the front office to order a taxi before the meal is over.
⑦When the guest says that the mobile phone is out of power, take the initiative to help the guest to charge, or lend his mobile phone to the guest.
⑧ If the guest is injured or has disabilities, he/she should consult the other party whether a wheelchair is required or not.
⑨ If the hotel does not have what the guest needs, it can report it in time to meet the needs of the guest as much as possible.
⑩If you encounter a customer who wants to send something, you can take the initiative to ask for help with express delivery.
⑪When the temperature drops or it rains suddenly, remember to remind guests to add clothes or bring an umbrella.
⑫ If guests with limited mobility are found, with the permission of the guest room and the consent of the guests, arrange the guests in a room close to the elevator and the housekeeping center; when the guests go out or come back, they should take the initiative to help them press the elevator to open the door.
06
Caring for the daily life of customers
①The button of the guest’s clothes is loose or dropped, and the button is automatically fastened.
② If the shoes of the guests are dirty, they will provide the shoeshine service on their own initiative.
③ When the guest came out of the bathroom, there was a lot of water on his hand, and he took the initiative to hand over a tissue.
④When cleaning the room, if you find that the dirty clothes have not been cleaned, take the initiative to confirm with the guest whether it needs to be cleaned for free.
⑤ When cleaning the guest room, if the shoes or shoelaces of the guests are found dirty, take the initiative to help clean them.
⑥If you see dust on the guests’ leather shoes, you can polish them.
⑦If you see water dripping from the laundry of the guest, help the guest to dry and dry with the consent.
⑧ When it is found that the guest is using a laptop, and the mouse pad is with magazines and other items, the mouse pad should be provided in time.
⑨ It is found that the guests put the bath towels under the pillows, which may be too low, so add pillows for the guests in time.
⑩ When the attendant cleans the room, if the guest finds that the guest will put spare quilts or other cotton fabrics under the cup, the guest may think that the bed in the room is too hard, and should add a mattress or sponge pad to the guest in time.
07
Caring for guests who have birthdays or festivals
①For those who scan the ID card at the front desk, pay attention to whether there are guests who have had a birthday; if you encounter a guest’s birthday, you can take the initiative to report to your superiors and prepare birthday gifts and blessing cards for the guests.
②If you know that the guest booked a wedding room, or came to celebrate an anniversary, you need to make the room layout carefully, and you can also customize it according to the needs of the other party.
③ For old hotel customers or member guests, if they catch up with their birthdays, even if they do not consume on the day, they can send a message or call to send blessings to the guests; if conditions permit, they can send small gifts to the guests.
④When guests hold a school entrance examination or promotion celebration banquet in the hotel, or when the hotel understands the good news of the guests, they will take the initiative to send oranges to congratulate them on their academic (career) success.