Top 10 hotel staff handling skills for guests, a must-see for newbies!
In the hospitality industry, you need to be prepared to face different guests every day. Different guests have different challenges to face, and some scenes can really make hotel people collapse in minutes. This requires the hotel staff to have super adaptability and adaptability skills.
We have summarized the thorny problems most frequently encountered by 10 types of hoteliers in their daily work, and given corresponding solutions, hoping to help hoteliers in front-line service positions.
01
When a guest asks about personal privacy
In hotels, some guests like to communicate very much, and they like to talk with waiters about topics other than consumption. For example, when the front desk staff is not in good health, some guests will jokingly ask: “Did you go out to play last night and didn’t rest well, why are you lacking energy?”
× Failed Strain
When many waiters heard such a question, because they were unprepared and didn’t know how to answer, they were flushed with shame and didn’t say anything, but they kept scolding in their hearts.
But you need to remember a principle: no matter how the guest asks you, if you don’t respond, it is disrespectful to the guest.
√ Successful strain
When guests ask about personal privacy, they can reply ingeniously through the following two points:
①Euphemistically answer: find a better answer angle, and simply take the guest’s question.
②Transformation questions: After answering the guest accurately, ask the guest with other questions, so that the guest can forget the topic just now.
For example, you can answer: “Sir, you are really joking. I’m a little sick today. Is it because my service makes you feel less thoughtful? Why don’t I ask my colleague Xiao Zhang to serve you, do you think it’s okay?” At this point you will definitely say, “No, no, no.”
This neatly solves the problem.
02
When guests inquire about company secrets
I often hear some guests ask the service staff: “How is your treatment?”, “How much salary does your boss pay you every month?”, “It should be very profitable to be a hotel, how much money can your hotel make a day?” Such problems can all be attributed to company secrets, so be especially vigilant, a slight error may bring losses to the hotel.
× Failed Strain
Many waiters will directly tell customers how much they earn each month. In addition to telling their own income, some waiters do not forget to tell customers the salary of their colleagues, the salary structure of their boss, and the salary of their managers. The daily turnover situation is also unreservedly told to customers.
√ Successful strain
When encountering such problems, hoteliers must keep in mind the “high-voltage line” of corporate risk control, and must not casually tell any guests these business secrets. But the guest’s questions also need to be answered, so it’s better to take a more vague answer.
For example, you can say: “Our salary here is basic salary + commission. Only when there are more guests staying and business is good, our income can gradually increase, so I hope you can come to take care of us often, and we will continue to Provide excellent service to every guest.”
Such an answer, on the one hand, can vaguely convey the topic, on the other hand, it can make the guests feel the hospitality of the hotel.
03
When encountering particularly “picky” guests
In the service, there will be some picky guests. For example, the guest wants to order a set meal at the hotel, but he doesn’t like the mandarin fish in it, so he is picky and said: “Why did you arrange a mandarin fish for me? Give me a replacement. “
× Failed Strain
“Okay, I’ll change another dish for you immediately.” As a result, one after another was changed. In the end, the person who ordered the meal was satisfied, but it might not necessarily satisfy the other guests, because after all, it was not the customer who ordered the meal alone.
√ Successful strain
①Understand the needs: The service staff should understand the real needs of the guests, and guide them appropriately based on the needs of the guests, without accommodating the guests.
For example, when the hotel staff knows that the guest is going to have a banquet, they can answer the same question like this: “Because you are going to our hotel to entertain important VIPs, “mandarin fish” represents wealth and auspiciousness. Your career and life will be like a duck to water. In addition, our standard package is carefully designed in terms of taste, color, utensils, meat and vegetable matching, nutrition, production time, etc., you can rest assured that it will meet the taste of the guests you invite. of.”
And knowing that the guests are family dinners, this question can be answered like this: “Our mandarin fish is shipped directly from the place of origin every day, and it is very fresh. And eating more fish is very good for the elderly and children. Our mandarin fish practice It’s light and perfect for the whole family to eat together.”
②Respect the guest: If the guest still insists on changing the dishes, in the case of conforming to the interests of the hotel, the needs of the guest should prevail, and there should be no conflict with the guest.
04
When accidentally breaking something in front of guests
What should the hotel staff do when the waiter accidentally breaks the tableware when cleaning the tableware, or accidentally breaks the wash cup when cleaning the room, causing the guests to be frightened?
× Failed Strain
Some waiters will pick up the broken items immediately, and then send the broken tableware to the trash can, and some waiters will call others to come and clean up, and then walk away for an excuse, and do nothing.
√ Successful strain
The seasoned waiter will humorously say to the guests: “I wish you good luck, please don’t be nervous, we will clean up immediately.” Then go to clean up the broken tableware, which can make the frightened guests more It’s so relaxing, and good wishes can also win the guests’ understanding of the waiter.
05
When accidentally soiling a guest’s clothes
The restaurant waiter pours tea, drinks, drinks or food for the guests, accidentally soils the guests’ clothes, or the room attendant accidentally splashes the sewage on the guests’ clothes when cleaning. tingling” thing.
× Failed Strain
Some novice waiters are afraid that the guests will be angry because of their own mistakes. Some are so scared that they shiver and do nothing. They stand there in a daze, not knowing what to do. Watch the guests wipe the loot.
√ Successful strain
① Quick response: The waiter should immediately put down the work at hand, quickly wipe the guest with a tissue or a damp cloth, and apologize to the guest.
②Assistance to solve: If the guest’s clothes are stained in a large area, you should try to find items for the guest to cover, ask if you need to help the guest with laundry, etc., and try to help the guest to solve the inconvenience caused by the stained clothes.
③ Appropriate compensation: Contact the department manager to tell the story, get a compensation plan, and further appease the guests.
06
When colliding with the release of guests
In the working state, everyone in the hotel is very busy, so it is inevitable that they will accidentally collide with the guests. Sometimes the waiters are not careful, and sometimes the guests are not paying attention.
× Failed Strain
Some waiters will think that the guest accidentally bumped themselves, the guest should apologize to her, and then walk away without a word, some just look back at the guest, and then ignore it, and it is easy to cause the guest in the end. of dissatisfaction.
√ Successful strain
①First apology: No matter who bumped into someone, the hotel staff should apologize first as the service party: “I accidentally bumped into you, I’m really sorry, didn’t I bump you?”
② Humorous resolution: In addition to the due apology, you can also humorously say that the awkward atmosphere of the session: “I got your blessing today, don’t you mind!”
This will make the guest feel that the waiter is very cultivated. If the guest bumps into you, she will feel ashamed. After all, she accidentally bumped the waiter.
07
When a guest is found to have taken something from the hotel
When guests are staying or dining in the hotel, some guests will have the urge to take them away when they see the decorations in the store. As a waiter, if you turn a blind eye, you have to compensate yourself for lost things, but when you directly stop the guests, you will offend the guests if you don’t handle them well, making the guests embarrassed and unable to step down.
× Failed Strain
If the waiter walked up to him and said, “Why are you so bad, you even stole the property from our hotel, take it out quickly, or I’ll call the police.” Hotel consumption? It will even become angry and cause more unnecessary disputes
√ Successful strain
①Protection of privacy: The service staff can politely call the guests to a place with few people (such as: office, lobby bar booth, etc.), so as to avoid embarrassing the guests in the public.
② Polite inquiries: Don’t ask the guest to take it away as soon as you come up, but ask the guest to help recall whether you have used it, such as: “Mr. Zhang, our room attendant found that a water glass was missing during the room inspection, and would like to ask Can you help me remember if you have seen it?”
③Invitation to self-check: If the guest says they have not seen it, the hotel can ask the guest to check the luggage. However, no matter what the purpose is, the hotel has no right to flip the guest’s belongings without authorization, so ask the guest to check by himself, but pay attention to the method when speaking, and ask “whether the guest took it away by accident” as the starting point, for example: “Ours is relatively small, and guests often take it away by accident, so I would like to ask you for help to see it, which has caused you trouble.”
This method of giving the guests down the steps is more acceptable to the guests.
08
Leaving when the guest has not paid the bill
This usually happens in a hotel restaurant. People leave without paying the bill. Generally, there are two situations. One is to take the opportunity to escape the order, and the other is to really forget. No matter what kind of situation it belongs to, the waiter should be skillful.
× Failed Strain
He hurried to catch up and shouted at the guests in public, “Why did you leave before you paid the bill. Who will pay the bill?” This would make the guests embarrassed, and both the person who invited the guest and the person who was invited would lose face. .
√ Successful strain
The correct way is to politely stop the host of the guest: “Sir, you forgot to take something.” Then call the host aside to explain the situation: “Because the checkout time is too long, I’m really sorry for making you wait for a long time.” And tell the customer the amount of the bill. Or say: “I’m sorry, I forgot to remind you to pay the bill, I’m really sorry.” In this case, the customer will usually settle the bill as soon as possible.
09
When guests compare their hotel with others
This kind of problem is also very common: for example, in a restaurant, customers are often heard saying: “I don’t think your food is as delicious as that of a certain hotel”. Or the front desk often receives such feedback: “Your hotel is not as good as a certain hotel, but it is so expensive.” etc.
× Failed Strain
Some employees will be selectively “deaf”, showing an attitude that it does not matter to them to deal with it. And some waiters with a strong sense of belonging will make a very dissatisfied expression when they hear these words, and may even say: “What are they, they are far worse than ours.” This is a little stingy.
√ Successful strain
When guests are discussing that other hotels are better than our own, we can’t say that others are bad or slander our peers, so that we appear stingy. The correct way is to listen to the needs of the guests patiently, show a humble attitude as much as possible, and satisfy the guests’ needs. vanity.
For example: “It seems that certain hotel has something more attractive to you than us. Can you tell me more about it? We also want to learn. We will make you more satisfied when you come again next time.”
Then tell the guests that their hotel also has many services and equipment that other hotels do not have, pick some key points to introduce to the guests, and invite the guests to experience it for themselves.
10
When the guest asks to see the leader/general manager
“Call your boss out!”, “I want to meet your boss.” This should be one of the things that hoteliers, especially novice hoteliers, are most afraid to hear.
There are two reasons for the guests to find the boss or the boss. One is to get acquainted, and the other is to complain about the service or food dissatisfaction.
× Failed Strain
The worst way to deal with it is that the waiter does not ask indiscriminately, immediately informs the boss, and immediately calls him to the scene. On the one hand, the boss will ask what happened, and it will be very embarrassing if he can’t answer, on the other hand, if the customer complains , will put yourself at a complete disadvantage.
√ Successful strain
The correct response would be: “I’m sorry, did I neglect you for my poor service?”
The first reaction: customer complaints
If it is because of yourself or the hotel’s service that you neglect the guest, answer: “I’m sorry, I didn’t serve you well because of my dereliction of duty, I’m really sorry, I’ll correct it immediately, thank you for your guidance.”
If the guest insists on seeing the leader to complain, they should inform the leader of what happened before inviting the leader to the scene, so that the leader can prepare for the response in advance.
The second reaction: simply meet
If it is not a complaint, you should ask the guest’s name and relevant information (such as work unit, etc.), and the reason why he wants to meet the leader. If the guest does not want to disclose it, answer: “If the boss doesn’t know who you are, he may not be able to come out. Come to see you, because he has several important meetings today.”
When dealing with guests, try to understand the intentions of the guests and give feedback to the boss so that they can judge whether to see the guests. If the boss is unwilling to meet after the information is fed back to the boss, you can euphemistically state to the guest: “The boss is really busy today, otherwise, you can tell me or write down what you want to say to our general manager. And you leave your contact information, and I will help you transfer it to the general manager.”