Hotel service must have 10 elements, you need to know and master?
To measure whether a hotel waiter is excellent, in addition to the two “hard indicators” of whether he has certain professional knowledge and ability and a smiling and friendly service attitude, it also depends on whether he has a variety of service skills in the following 10 aspects;
In other words, an excellent hotel waiter, in addition to having professional, procedural, and personalized service quality, the following 10 service manifestations are a kind of performance that surpasses oneself and pursues excellence.
01
Sincere service
In customer service, enthusiasm is indispensable, and sincerity is more valuable. Enthusiasm is easy to achieve, but it is not so easy to naturally reveal the true feelings in the whole process of service.
The so-called sincere service is to ask every waiter to treat the guest as his own relatives, serve him (her) sincerely and willingly, and be affectionate, sincere, not delicate and pretentious, and everything is natural. Demonstrate hospitality and service skills.
02
anytime
Also called random service. In the hotel’s customer service, there are quantitative service divisions, service processes, service standards, and service time limits. These are the basic connotations of good service. However, if the service system is only limited by the rules and regulations and sticks to the rules, the value of the service will be greatly reduced.
For example: the customer asks the waiter who is doing the catering service, how to get to the hotel infirmary? The waiter takes advantage of his busy schedule and just clicks his finger to deal with it. The guest will leave regrets more than disgust for the good impression of the previous service. , this is the performance of the waiter’s poor sense of service at any time.
Therefore, it can be said that anytime (machine) service is a manifestation of active service, and it is a service without a fixed formula in the standardized service program.
03
Premium service
Before entering the hotel for consumption, every guest has an expectation value in their hearts, such as expecting delicious food, high quality and low price; living in hygienic, comfortable and safe; entertainment items are complete and distinctive, etc.
If these basic expectations can be met, it can be regarded as the preliminary completion of the store and the customer’s psychological integration and value recognition. If during this period or on the second visit, we can achieve better products, more comprehensive services, more exciting service items, and even remember the names of guests and fixed consumption preferences.
Guests will feel more value for money, and over time, the guest will become a regular and loyal customer of the hotel.
04
Fine service
Calligraphy and painting say “the subtleties see the spirit”, hotel services are no big deal, mostly small and trivial things, small things can only be done well if you do them carefully, and you may not do well if you don’t do them carefully.
Therefore, working hard in the subtleties is a homework that every excellent waiter must practice. When the room attendant of Guangdong Asia International Hotel encountered a foreign guest asking “how to get to XX place”, instead of simply pointing out the direction and road, he took out a map of the city and gave a detailed introduction to the location, the car Routes, mileage, the same place names or similar building names that may be encountered, etc., make the guests clear at a glance, and feel more subtle and precise.
05
distance service
Hotel service should not only be enthusiastic, but also decent. It should be able to grasp the scale and distance of the service. When it should be in place, it should be in place. When it is necessary to maintain a certain distance, it should insist on providing service from a distance, neither too close nor too far.
For example: two couples held a candlelight dinner in a western restaurant. Two waiters stood on the side “attentive”, adding water for a while, and changing dishes for a while. The two couples lost their interest and returned with disappointment; The waiter, standing next to the guests and staring at the guests, is too enthusiastic and makes people feel at a loss… Distance produces beauty, too close or too far is inappropriate, whether it is good or bad is a measure of whether the waiter is flexible or not One with excellent standards.
06
invisible service
In the service process, we must provide both tangible services and intangible services or invisible services. That is to say, in some specific service processes, invisible services can better meet and take care of the potential needs of guests, and are more efficient than tangible services. It can reflect the customer service needs and promote the quality of the hotel.
For example, the bathroom service mentioned above; and for example, using the guest to go to dinner to turn on the turndown is much better than turning the turndown when the guests are there; then bring a rose and put it on the head of the bed, the effect is much better. Even better, the effect is even better than sending a large bouquet of flowers in person. Romance and warmth are revealed inadvertently, how can it not be unforgettable?
07
Intimate service
Although the service is divided into distance, interval, frequency, and standard, there is one thing that cannot be neglected because of the different service forms and contents, that is, caring service.
No matter the age, gender, or nationality of the guests, they all share a common desire: longing and looking forward to the attentive service of the hotel waiters, especially the harmony and comfort of the soul, to relieve the sorrow of leaving home and the pain of parting.
A waiter at Guangdong Asia International Hotel found that a young female guest was in a low mood. According to normal service procedures, the waiter was not required to ask any questions. I took a lot of sleeping pills and tried to die in the hotel… In exchange for being intimate, it was a true feeling, which is admirable and admirable!
08
decline service
No matter how big and well-known hotels in the world are, they are not unlimited, but limited in meeting the needs of their guests. Then, for service needs that cannot be provided or unreasonable requests, excellent waiters will use the art of euphemistic refusal, instead of simply and bluntly telling: “I can’t do it”, “The hotel does not have this service”, “No. may provide” etc.
For example, the author once witnessed such a scene: a foreign guest asked the floor waitress to help find a young lady. Although the waiter felt blushing, she did not simply reply: “No”, but politely said: “Sir, I’m sorry. It is not allowed by law and immoral to provide such services in China, please respect yourself!” Rational restraint, warm rejection, foreign guests did not blame the waiter for meeting the requirements, but gave a thumbs up and praised The waiter lives up to the noble sentiments of the country and personality. It can be seen that refusing to serve is also an important practice for excellent waiters.
09
Remote Service
Don’t think that the services provided by the hotel are instant services and face-to-face services. As everyone knows, in today’s information age, hotels also have the obligation and content of remote services.
For example, if guests make reservations through the Internet, remote telephone reservations, fax reservations, third-party reservations, etc., although they cannot meet each other or even exchange information asymmetrically, the speed and quality of their services also affect the quality and brand of the hotel.
Therefore, in this process, an excellent waiter can not only do a good job of service in person, but also can fully use an advanced marketing network to provide timely remote service, creating unlimited business opportunities for the hotel and winning praise from guests.
10
Dislocation service
Although the hotel service has a clear division of labor and each performs its own duties, the possibility of cross-service is sometimes unavoidable, because the instant consumption intention of the guests may occur in a certain situation at a certain time and place in the hotel. At this time, the hotel will experience dislocation services. . If there is a lack of certain adaptability and professional knowledge, the waiter may be in a hurry, overwhelmed, and miss the good opportunity for the hotel to make money.
For example, the guests of a hotel apartment are interested, and they have a whim. They want to set up a table in the apartment to entertain the guests, ask the restaurant to serve dishes, and serve the apartment waiters. It is said that the apartment waiters are not “professional counterparts” such as serving dishes. , but the waiter integrated the content and service skills of the catering service competition that he usually knew and saw, and served carefully and seriously. Although there were shortcomings, it still exceeded the imagination of the guests and met the wishes of the guests.
Therefore, an excellent waiter is first a specialist and then an all-rounder. Of course, the dislocation service is a last resort and should not be used indiscriminately.