Hotel people, how to break the embarrassment with strangers by chatting
Working in a hotel, we often have to meet strangers of all kinds. As an ordinary person’s reaction, when we meet strangers, we are very cautious, cautious, and unwilling to talk to them. But as professional hoteliers, we always want to demonstrate our hospitality, be well trained and make all our guests feel like they belong.
How to show hospitality? In addition to providing customers with due service, chat is an effective channel to establish emotional connection with customers.
The most fearful thing when seeing a strange guest is the sudden silence, the atmosphere becomes frozen, and I don’t know how to open the situation, which makes both parties extremely embarrassed.
For example, if you walk into the elevator with the guests at the same time, in this small space, you can only awkwardly look at the mobile phone without signal, or fiddle with your hands and look at a certain position of the elevator. I want to say, but I don’t know what to say.
For another example, when a guest checks in, apart from burying your head in the computer and making a room key, what else do you talk to the guest? When you meet the guests who stay again, you are very calm and expressionless. These can make your guests feel awkward and boring.
Some friends will say, in fact, I also really want to chat with the guests, but in my mind, I keep asking myself: what to talk about, what to talk about, what to talk about. What exactly is appropriate to say?
Today, I will share with you some of the chatting tips of hotel chat experts. Very useful, learn it now!
01
Compliment the other party in the third part of the chat or service process
We see it in many places to make us compliment each other more. This is true, but if you start to brag as soon as you see a guest, people will think that you are insincere and perfunctory, which will have side effects.
The best advice is to chat to the third and compliment the other person. For example, when a guest checks in, you come up and praise the guest for their beautiful nails, which will make people feel that you are not at ease. But when it’s time for the guest to sign, during the three-second wait, you can ask: where were your nails done? It looks so good! After waiting for the other party’s response, you are bragging: It’s really beautiful, and it matches your clothes very well.
This will make your compliment seem particularly sincere.
02
We were surprised when guests shared
When you share a certain legendary experience with someone, his face is expressionless, what do you think in your heart?
Are you out of the mood for a moment?
Therefore, when others are chatting, we need to encourage him, stimulate his desire to share, and show a look of admiration and adoration. Let his self-esteem, vanity be greatly satisfied.
Replace “Oh, it’s normal”, “What’s wrong with this”, “I’ve known it a long time ago”, “I’ve heard of it before”, “I’ve been there” with “Really? And this time What?” “No way”, “It’s the first time I’ve heard of it” “It’s so interesting” “Wow, I envy you so much, I really want to go, but I don’t have the chance to go”.
In this way, the chat instantly becomes more moisturizing.
03
Meet the guests who stay again, praise the change of TA
Hotels generally have a lot of repeat customers. When you meet such a customer, you must not let him go easily, because TA is the most valuable asset of the hotel. We must learn to chat with them.
Can’t be like: “How are you doing?” “Fine” “Well,…” No more.
In this case, what we have to do is to praise the changes, which are different from the last time we stayed. This way you will make the guest feel that you are paying attention to him all the time and make him feel special. Of course, all of this has to be sincere.
For example, she cut a short hair, “You cut your hair short, I remember you used to have long hair, and almost didn’t recognize it. Short hair is also very good-looking, it suits you very well, and it makes people feel very energetic and energetic.”
This not only can quickly open the topic of the guests, but also effectively double the sense of belonging of the guests, and the mood must be very good.
04
When the other party tells the story, ask more, what happened afterward?
When you ask what happened next, it will make the guest feel that you are very interested in his topic. Instead of others talking incessantly, your eyes are wandering everywhere.
E.g,
Guest: When I went to the UK last time, I went to experience a Michelin restaurant and saw Jay Chou.
You: what happened after that?
Guest: I proposed to my girlfriend last time on the beach in Sanya.
You: what happened after that?
05
Ask open-ended questions, less closed-ended questions
Asking closed-ended questions can easily kill you. For example: Do you like staying in hotels? The other party said: I don’t like it. Then all you can do is “oh”
But we can ask, what hotel have you stayed in?
After the other party answers, then we can continue the conversation according to this topic.
06
Quickly recall something that happened to him recently at the hotel.
When you are serving a guest and you don’t know how to start the conversation, you can quickly recall a laudable thing about the guest in the hotel, and praise him just right. He will be happy for a month.
For example, you can say: Mr. Huang, I just heard from our colleagues at the banquet that the song you sang at your annual meeting last night was really good. It was almost the same as the original song. The sound was mesmerized.
You will find it hard to hide the joy in the other person.
07
Package the services you provide to your guests as VIP services.
When you are serving guests, you can say something like “Mr. Zhang, I think you are a frequent visitor here. I will give you a free upgrade to our 180-degree VIP sea view room. I hope you have a pleasant stay.”
In addition, you can turn your service into a privilege.
For example: “Mr. Zhang, our chef cooks this dish himself, and he rarely cooks himself.”
This time it made him feel like he was being treated to a special, limited-edition service.
Of course, all of this is based on sincere facts, otherwise it could easily be self-defeating.
08
Summarize
In fact, people who really know how to chat are not just pure chat skills, but more about paying attention to others, becoming interested in the content of others’ statements, and treating it as a beautiful interaction time after time. In the end, others will find that it is so comfortable to chat with you, and gradually you will become the well-known little brother or sister with high emotional intelligence.