Hotel lobby service ten taboos
The main duty of the assistant lobby manager is to represent the hotel to receive every guest who encounters difficulties in the hotel and needs help, and solve them within the scope of his own authority, including answering the guest’s own inquiries, solving the guests’ difficulties, and handling the guest’s accommodation, etc. Therefore, the assistant manager of the lobby is the bridge between the hotel and the guests, and it is an important link for the hotel to establish a good guest relationship. In order to do the work of our assistant lobby manager better, we have summarized the “ten taboos” for the assistant lobby manager’s work.
01
Avoid sitting rigidly at the work desk in the lobby
The assistant manager of the lobby should welcome the guests who come and go in the lobby most of the time, answer some inquiries from the guests randomly, and never miss any opportunity to interact with the guests. On the one hand, it is convenient for the guests and makes the hotel service It is more humane and increases the affinity of the assistant manager in the lobby. On the other hand, we can collect more guests’ opinions and suggestions on the hotel, so as to help us discover problems and deficiencies in hotel services and management, detect hidden dangers in time, and conduct pre-control before guests complain.
02
Do not say in front of guests
Employees in other departments of the hotel are “them”
In the eyes of guests, the hotel is a whole. No matter which department has a problem, he will think it is the responsibility of the hotel, and the assistant manager of the lobby works on behalf of the hotel.
03
Avoid handling complaints
Not paying attention to time, occasion, place
Some assistant lobby managers often only pay attention to the principle of timeliness when dealing with guest complaints, while ignoring the flexibility and artistry of handling problems. For example, when guests are on a lunch break, eating, angry, or in public places such as banquet halls, it is not effective to deal with complaints at these times and occasions, and it may also cause guests to be disgusted. .
04
Avoid lack of self-confidence, in front of guests
show excessive humility
Indeed, the assistant manager of the lobby represents the general manager of the hotel in handling complaints from guests and conducting related receptions. His words and deeds represent the image of the hotel. They should show full self-confidence, courteousness, hospitality, neither humility nor humility. rather than humble. Excessive humility is a manifestation of lack of self-confidence, which is often looked down upon by guests and loses confidence in the hotel.
05
Avoid fear of customer complaints
Complaints are both a bad thing and a good thing. The customer who complains is like a doctor who provides diagnosis for the hotel for free, so that the hotel manager can prescribe the right medicine, improve the service and facilities, and improve the service quality and management level. Therefore, we should not shy away from complaints, but should treat them properly.
06
Do not speak without measure and leave no room
In order to avoid making yourself passive when dealing with customer complaints, you must leave room for yourself, and you can’t tell the truth, but you must clearly tell the customer how long it takes to solve the problem.
07
Avoid unfamiliar hotel business and related knowledge
If the assistant lobby manager is not familiar with hotel business knowledge and related knowledge, such as room service procedures, meal delivery services, cashier procedures and related regulations, hotel discounts, credit card knowledge, laundry knowledge, basic laws and regulations, civil aviation ticketing knowledge, etc., it will inevitably affect To deal with the accuracy and timeliness of complaints, but also will lose the trust of our guests.
08
Avoid the mentality of secretly competing with customers to win or lose
Generally speaking, when a customer complains, it means that there is a problem with our service and management, and generally, the customer is reluctant to complain in person. Therefore, even if the customer’s words and deeds are somewhat different, we should give the “right” to the customer. . Because even if we “win” the guest on the surface, but offend the guest and make the guest dissatisfied with us and the hotel, we actually lose.
09
Avoid only discussing matters with customers when handling complaints
Customer complaints can be summed up in three mentalities, namely: seeking vent, seeking respect, and seeking compensation. The assistant manager of the lobby must be able to accurately grasp the real state of mind and intention of the guests’ complaints, give the guests the opportunity to vent, and not engage in unnecessary arguments and explanations with the guests. Timely and correct understanding of the mentality and intention of the complaint is the key and shortcut to handle the complaint.
10
Avoid ignoring further concerns about the outcome of the complaint
People who receive complaints from customers are often not the ones who actually solve the problem, so it is still a question mark whether the complaints of customers are finally resolved. Another problem arises, so it is particularly important to track the complaint handling process and pay attention to the handling results; it will make the guests feel that the hotel is very important to their complaints, so that the guests can leave a good impression on the hotel.