How are hotel rooms arranged scientifically? 4 tips to meet the needs of guests!
For the hotel, the so-called row room is not just to arrange rooms for customers, but it is necessary to arrange rooms as reasonably as possible to suitable guests according to customer needs and psychological characteristics, combined with the actual situation of room type, location, orientation, etc. to meet customer needs.
01
row house principle
1. The principle of pertinence. According to the identity of the guest. Status and other characteristics to carry out targeted row houses.
(1) VIP (VIP): Generally, better or luxurious guest rooms are arranged, and excellent security, equipment maintenance, environment, etc. are required.
(2) Guests in the same team: As far as possible, arrange guest rooms on the same floor and the same standard, and try to use double rooms as much as possible, which is conducive to the liaison of tour guides (tour leaders, conference organizers) and hotel management.
(3) Leaders or members of the conference group of the same team: as far as possible, they should be arranged in the guest room at the exit on the same floor as the team guests.
(4) Newlyweds: A quieter room with a large bed should be arranged.
(5) For the elderly, the disabled or the disabled: it can be arranged in a room on the lower floor near the service desk or the elevator entrance to facilitate the care of the attendant.
(6) Guests staying with family members or relatives and friends: generally arranged in connecting rooms or adjacent rooms on the side of the floor.
2. The principle of particularity. That is, the houses should be arranged according to the living habits, religious beliefs and folk customs of the guests. It is best to keep the rooms of these guests apart or arrange them on different floors.
3. The principle of adjusting measures to local conditions. That is, the rooms are arranged according to the needs of hotel management and services.
(1) Long-term residents: Concentrate on one floor as much as possible, and on the lower floor.
(2) Guests who have no luggage and are suspected of misbehavior: try to arrange in a room close to the service desk on the floor.
(3) In the off-season, from the perspective of operating and maintaining the market image, the rooms facing the street can be arranged centrally.
(4) In the off-season, some floors can be closed, and rooms on several floors can be used in a concentrated manner, and rooms can be arranged from the lower floor to the upper floor to the lower floor, so as to save energy consumption and labor, and facilitate centralized maintenance and maintenance of some guest rooms.
02
row order
The receptionist should arrange the rooms according to the particularity of the tourist season.
In the peak tourist season, due to the large number of guests and the shortage of housing, it is necessary to adopt different layout strategies for the housing requirements of different guests.
VIPs and general FITs should give priority to meeting the needs of VIPs;
For reservations and unreserved guests, priority should be given to those who have reservations;
For regular guests and new guests, priority must be given to meeting the needs of regular guests;
For customers who are difficult to satisfy, the hotel should treat each other with sincerity, and do not cold guests because of good business in the peak season.
(1) VIPs; (2) Guests with special requirements; (3) Group guests; (4) Individuals with reservations; (5) Individuals who arrive directly without reservations.
03
Arrangement procedure
In modern hotels, housekeeping is often carried out by computers.
The procedure is as follows: first, the receptionist will type the required room type and period of stay on the computer screen, and several room numbers that meet the requirements will automatically appear on the computer screen. Then, the receptionist will make a selection based on the understanding of the room situation and the needs of the guests.
Customer special requirements for service quality standards
1. The guest requests a room change
When a guest requests a room change, he or she should inquire clearly about the guest’s name, room number, required room type, and room change, and contact the receptionist at the front office. After opening the room change order, the front office receptionist will help guests with luggage, change rooms quickly, and provide thoughtful service.
2. The guest requests an extra bed or an additional room
When receiving a request from a guest for an extra bed or an additional room, contact the receptionist at the front office and go through the formalities, guide the guest into the room, introduce equipment, service items, instructions for staying in the hotel, etc., and the service is warm and thoughtful.
3. Services for disabled guests
When there is a disabled guest staying in the hotel, understand the guest’s name, inconvenience manifestations, life characteristics and special requirements, and select excellent waiters to take special care. When guests are staying, they should be proactive and enthusiastic in various services such as greeting, greeting, supporting, serving tea and water, and tidying up the room. They are patient and careful, targeted, and show sympathy and patience everywhere.
4. VIP service
Receive the VIP check-in notice, accurately understand the guest’s name, room number, received specifications, life characteristics, customs, whether you have lived in the store before, etc. After receiving the specifications, we will arrange the room every day, and add flowers, fruits, snacks, small gifts, welcome cards, etc., and various services are adapted to the received specifications. During the guest’s stay at the hotel, check-in, daily service, guest laundry and delivery. Special care is given everywhere, such as turning the night down, so as to be cordial and enthusiastic. Meticulous and thoughtful.
5. Guest birthday service
When meeting a guest’s birthday, prepare a birthday cake, birthday card or flower basket in advance and send it to the guest room to express congratulations to the guest. The service is warm and polite, and the language is standard.