Hoteliers need to go out in person and build relationships with guests
We are now in an age of experience. As an important part of the service industry, the hotel industry can be said to play a leading role as a service. Provide customers with sensory products and services. In a sense, not just offering products and services, but offering an important relationship and emotion.
Now many hotel and business managers have paid attention to this aspect, and have already played a good leading role. In this way, a different way of operating is required, that is, an unusual personal presence and hospitality. Your presence can bring guests a balance and pleasure in physical, psychological, spiritual and emotional, and gain greater respect and satisfaction. . Thereby making the relationship between you and the guests, the hotel and the guests stronger.
The guest experience in the hotel is multi-faceted, and one of the most important factors is the relationship. In today’s society, no matter what industry you are in, it is undeniable that relationships are very important, and connections are very important. There are still many such hotels, especially the owners and high-level managers. They always build up layers of barriers, put themselves on the shelf, and put themselves into the castle in the sky with the guests, and there is less humane interaction with the guests. communication. The executives of the hotel are like being kidnapped in the office, sitting at their desks, focusing all their work on reports, figures, approvals, etc. Occasionally I meet guests in the hotel, and most of the time they are walking on their own, at most with a slight smile. When you meet an acquaintance, you can say hello at most. This is already a considerable and important effort for executives.
However, this kind of communication is hurried and just passing by. It can be said that it has no effect and cannot establish any relationship at all. This also makes the guest’s overall feeling of the hotel: good hardware, routine procedures, emotionless communication, and he is just a passing guest. Of course, in some hotels, there are some grass-roots and middle-level managers communicating with guests, but more so-called marketers, but the starting point of marketers is more related to interests.
Actually we can do better. Welcome to our hotel, we will pay attention to you and hope to make you a loyal customer of the hotel with our good hardware and high-quality service. These are just part of our work.
We can do better. This is called a relationship, a personal contact. This is especially important in hotels in the county area. I have held the position of general manager in two high-star hotels in two county towns, and I am deeply touched by this. How do we build this relationship, establish this relationship, leave this relationship to customers, bring it to the hotel, and better express our feelings, our hotel, and the guests’ psychological experience. If you can personally bring guests into the guest room and into the restaurant, this relationship is not difficult to establish, and it is quite easy to establish. We call it: in person.
Think about it: if there were a few days a week, our top and middle managers would alternate two hours at the front desk during peak check-in periods. After check-in, you know the guest’s name and room number, and then offer to accompany the guest to their room, you have plenty of time to talk to the guest about the hotel or a topic that the guest cares about. Then, help the guests to open the door, introduce the facilities of the room, turn on the lights, turn on the air conditioner, and even pour tea, and then present your business card to thank them for their stay, and wish them a happy stay. After finishing this guest’s work, go back to the front desk, receive the next guest, and do the same. Do the same thing throughout the shift. Does it work? What results? Guess what you get out of it? Give it a try. If you stand at the door to greet the guests during the meal time every day, lead the guests into the box and pull the chair to let them sit, you will have enough time to chat and communicate with the guests during this period. It is up to you to let the waiter know more, and the service will be more attentive. I remember one time I went to Shangri-La’s highest platform for dinner in Hefei High-tech Zone. Shao Mingjun, the general manager of the company, greeted the guests at the entrance of the lobby in overalls. At that time, people felt very surprised and respected.
Let’s do the math, every week, you, the general manager, spend two hours building personal relationships with five guests, and your other 3 management colleagues are like you, so that’s 20 guests a week, a month There are 80 guests, and there are 960 people in a year. These 960 guests are connected with your hotel through a private relationship. The establishment of this relationship is out of other industries other than self-employed. Basically not available.
Let’s think about the difference between employees and managers, between managers and marketers, between lower-level managers and middle-level managers, and between middle-level managers and top-level managers. This truth is obvious, level, ability, power, position. As an executive, you can completely stand from the perspective of the hotel, without any position or department constraints, nor the narrowness of personal or departmental interests. You can completely examine the management of the entire hotel from the perspective of the guests - their Sight, feeling, hearing, touch and even smell. Knowing these, your hotel, products, and services can be quickly and comprehensively improved and upgraded.
The staff are the ambassadors of the hotel, and you are the ideal ambassador for the hotel. Your identity, ability, level, and communication make guests feel fast, respected, and satisfied.
At the same time, you have also set an example for your employees. Compared with the commander in the meeting, explaining the method in the training class will play an irreplaceable role. For employees, they will learn more deeply and gain more. It’s called immersion. Likewise, you create a great culture for your employees. They have a deeper understanding of the philosophy of focusing on customer service and your leadership. Also, go in person to bring your subordinate managers (Finance, HR, Sales, Maintenance, etc.) back to the hotel, customer-first reality. You are the brand, tell your story! In this way, the guest’s visit and even the complaint will be real, and the information of the relevant guests in the hotel will be timely, real and unobstructed. My mobile phone number is written directly on the complaint phone number specified in the service guideline of a four-star hotel. (The number is assigned with the consent of the hotel to ensure the continuity of hotel management)
Finally, always insist on maintaining this connection with your guests. The building of your relationship with your guests and even the establishment of the relationship is not the end of your investment, but the beginning. Keep them informed of the latest events at the hotel, solicit their opinions and suggestions, and invite them to special events or programs. Express your good wishes and concern. They will be loyal to you, will come back, and will promote your hotel well.
The hotel is unique, but the scenery is constantly changing. The hotel experience is what counts, and relationships make that experience deeper and more memorable.
In this program of hotel management, your efforts are small, but the benefits are extraordinary! Also, the turnover will support your fresh approach. Ring the bell for this service: in person!