66 service details that can earn a hotel a 5-point rating
In the fierce competition in the hotel industry, objective conditions such as facilities, location, and environment are difficult to change quickly in reality. Only the improvement of service is the best chance for your hotel to quickly win the praise of guests in a short period of time.
01
Caring for the body of the guest
If the guest catches a cold, provide ginger soup service.
The guest has stomachache, and millet porridge soothes the nerves and nourishes the stomach.
The guest has back pain, provide backrest and quilt on the bed.
The guests are listless in the meeting and provide coffee.
When the guest’s throat gets angry, he will take the initiative to send rock candy Sydney water.
The guest’s right hand was injured, so he offered a spoon when eating.
If the guest has medicine in his hand, he will take the initiative to hand over warm water.
When cleaning the room, if there is medicine, write a message to express concern.
If the guest is bitten by mosquitoes, take the initiative to send toilet water or anti-mosquito liquid.
When guests talk about motion sickness, they can provide them with motion sickness stickers.
02
Caring for the food and drink of the guests
When guests bring their children to eat, they will provide baby chairs, children’s tableware and toys on their own initiative.
When the guest’s baby falls asleep on the sofa in the lobby or restaurant, take the initiative to bring a blanket.
The guest needs to record the number when answering the phone, and take the initiative to hand over the pen and paper or assist in the record.
The food is served too slowly in the restaurant, and the guests are anxious and take the initiative to appease and urge the food.
The guests bring their own drinks and take the initiative to help the guests.
Guests take off their coats after entering the restaurant and take the initiative to help hang up.
If the guest is drunk, take the initiative to send honey water and appease it.
The guests stared at the wine list at the bar and introduced themselves.
Guests bring their own food, and offer plates to serve on their own initiative.
The guest uses chopsticks in his left hand and moves the tableware to the left.
If the guest’s tea has not been cold for a long time, he should take the initiative to replace the hot tea.
The guest is going to take a taxi home, and contact the front office to help call a taxi before the meal is over.
The guests are in a hurry to have breakfast, so they pack breakfast to eat on the way.
When the guests are interested in the small snacks of the hotel, they will take the initiative to give some to the guests.
If the guests want spicy food, they take the initiative to serve chili sauce.
The guests bring their own fruits, and they can help the guests wash and pack the fruits.
Breakfast time has passed. If the guest does not have breakfast, inform the restaurant to prepare one.
When the guest buys the fruit that needs to be cut, he can take the initiative to help the guest to cut it.
If the guests are found to be intoxicated during the meal, provide honey hydrolyzed wine.
During the dining process, it is found that the guests keep looking at the watch and are 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 guests.
03
Caring for the entry and exit of guests
When guests are waiting in the lobby or waiting for check-in, they will take the initiative to bring tea and magazines.
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.
When the guest is ready to book a train or plane ticket, take the initiative to ask if he needs help to book on his behalf.
When guests are ready to leave the store, give them gifts or mineral water to drink on the road.
When the guest checks out and leaves the hotel, he/she should take the initiative to ask the guest if he needs a taxi, and take the initiative to help the guest take a taxi.
If 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
Guests 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.
If the guest is going to a certain place and does not know the route, in addition to explaining the route and transportation method to the guest in detail, it is recommended to leave the guest’s contact information. If the guest has any questions on the road, answer or provide assistance in a timely manner.
If a guest wants to buy local specialties, he can apply for the purchasing department to buy it on his behalf, or accompany the guest to buy it during off-duty time.
If guests are visiting this city, they can recommend suitable play strategies to ensure that guests have a good time.
05
Caring for guests convenience
The guests looked around in the corridor and took the initiative to ask if they needed help.
No one leads the guests into the store, and takes the initiative to provide leading services.
When it rains, guests enter and leave the hotel and take the initiative to hold umbrellas for them.
The items in the hands of the guests are not easy to carry, and bags are provided.
When it is inconvenient for elderly guests to read newspapers, they will take the initiative to give reading glasses.
The guests are going to take a taxi home. Before the meal is over, they should contact the front office to order a taxi.
When 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.
If the guest is injured or disabled, ask the other party for their opinions and whether a wheelchair is needed.
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.
If you encounter a customer who wants to send something, you can take the initiative to ask for help with express delivery.
When the temperature drops or it rains suddenly, remember to remind guests to add clothes or bring umbrellas.
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
If the button of the guest’s clothes is loose or dropped, the button should be fastened automatically.
If the shoes of the guests are dirty, they will provide the shoeshine service on their own initiative.
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 the tissue.
When cleaning the guest room, it is found that the dirty clothes have not been cleaned, and take the initiative to confirm with the guest whether it needs to be cleaned for free.
When cleaning the guest room, if the shoes or shoelaces of the guests are found dirty, take the initiative to help clean them.
If you see dust on the guests’ leather shoes, you can polish them.
If you see the guest’s laundry dripping with water, help the guest to dry and dry with the consent.
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.
It is found that the guests put the bath towels under the pillows, which may be too low, and add pillows for the guests in time.
When the waiter cleans the room, if the guest finds that the guest will put spare quilts or other cotton fabrics under the quilt, 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 birthday or holiday guests
Those who scan the ID card at the front desk should pay attention to whether there are guests who have birthdays; if there is a birthday of the guests, they can take the initiative to report to the superiors and prepare birthday gifts and blessing cards for the guests.
If you know that the guest is booking a wedding room, or coming to an anniversary, you need to make the room layout carefully, and you can also customize it according to the needs of the other party.
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.
When a guest holds a school entrance examination or promotion celebration banquet in the hotel, or when the hotel understands the good news of the guest, he will take the initiative to send an orange to congratulate him on his academic (career) success.
Summary: The non-price competition strategy of providing “personalized service” will surely become the new focus of competition in China’s hotel industry. Customer relationship management represents high-quality customer relationships, stable and sustainable business performance; how to develop and provide personalized services through customer relationship management, surprise guests, make guests feel at home, and make guests “stay long” is the success of the hotel basic guarantee.
The biggest competition in the same industry in the future will not be the competition of hardware. Anyone with money can turn a hotel into a palace-style hotel, but good service cannot be achieved with a single amount of money. A day’s work goal, or even a mandatory work task that has become an important indicator; create as many “moving cases” as possible due to the service, and by doing this, there is no doubt that the hotel brand reputation will achieve its due effect.