How talking hoteliers treat guests
Speaking is an art, especially for hotel staff in the service industry, the role of speaking is not inferior to the content of the work itself. This article will talk about the way of speaking to customers.
11 Ways Hotel People Talk
01
Don’t say “I’m sorry”, say “I’m sorry”
For the guest’s question, some waiters like to say “I’m sorry, I will soon/soon…”. Please note that “I’m sorry” seems to be your own fault when you say “I’m sorry”, and “I’m sorry” doesn’t have this meaning in it, so don’t take any responsibility at will. “I’m sorry” is definitely not as strong as “I’m sorry” in terms of psychological suggestion.
02
Don’t say “wait a minute,” say “do it right away”
Answering this calmly and quickly will make the guest feel that you are a good employee who is efficient and intended to serve him. Conversely, just saying “please wait” is an indecisive attitude that will only make the guest unhappy. Remember to say “do it right away” instead of “please wait.”
03
Never say “I don’t know”
The guest asks you a certain question, and you don’t know how to answer it. Don’t say “I don’t know”, but “Let me think about it again, and I will give you an answer soon, okay?”
When necessary, add a sentence “I will ask my colleague for you immediately”, this method not only temporarily relieves you from danger, but also makes the guests think that you are very attentive in this matter.
04
Don’t say “NO” to guests, learn to say “negative” and “positive”
To put the irony right is to pay attention to the art of language, especially to master the art of saying “no”, and to express the meaning of “negation” in the tone of “affirmation” as much as possible.
For example, use “You can go over there to smoke” instead of “Please don’t smoke here”; “Your room will be ready soon” instead of “Sorry, your room is not ready yet.”
When it is necessary to say “NO”, it is also necessary to explain more to the guests, and avoid rejecting the guests with the word “NO” as stiff and cold as steel.
05
Don’t say “problem” or “trouble”
When you learn that something important has happened, if you immediately inform the guests of the bad news, no matter how rhetorical you are, it will only make the guests doubt the quality of your hotel or the ability to handle the crisis, and may make the guests feel more disgusted and angry , and even put anger on your head.
At this time, you should pay attention to controlling your emotions, and communicate with the guests calmly, without panic, and don’t say the word “problem” or “trouble”.
It is necessary to convey bad news gracefully, so that the guests feel that the matter is not impossible to solve. Use the language of “we” and “we” to shorten the distance with the guests, stand in the guest’s point of view, face the problem with the guests, and find a solution.
06
Demonstrate the quality of complimenting others
If you want to appreciate your guest, take the opportunity to chat with the guest and blurt out “your idea is really good” when the guest is in a good mood. This will make the guest feel that you are pure in nature and team spirit. , so look at it differently.
07
Convince the guests to agree: this can’t be done without your support!
There is a tricky thing that you can’t do alone, you need the understanding of the guest in front of you, and you need the help of the guest. The practice is very simple. You need to give the guests enough face under the right circumstances, thank them for their long-term support with praise, and ensure that they will return in the future, and so on.
In order to live up to their reputation in this regard, guests will usually accede to your request. Your sentence “This matter can’t be done without your support!” is really a big deal.
08
Uncompromising attention to customers
I understand this is important, please wait while we look at the work at hand and prioritize yours in order of most important. That way, guests won’t get bored.
First of all, emphasize that you understand the importance of the guests to this matter, then ask the guests for their opinions and ask for instructions, prioritize the original work, and let the guests know that your workload is actually very heavy, but still put the guests’ affairs in mind. Put it first and make your guests feel valued.
09
Appropriately chat with guests
When the guest is alone and you happen to be next to you, in order to avoid the boring waiting and embarrassing situation of the guest, you need to communicate and chat with your guest. This is also an excellent time for you to win a good impression from the guest.
But what to say? The daily routine is definitely not suitable for being moved out at this time, talking about the weather, and it will not impress the guests at all.
At this time, the most appropriate thing is to ask a question related to the hotel, or to ask a question that guests are concerned about and familiar with. If he talks about his experience, you will not only benefit a lot, but also let him ask for your knowledge. The heart of progress is admirable.
10
Admit negligence without causing guest dissatisfaction
Mistakes are unavoidable, but the way you state them can affect how your guests perceive you. It’s important to have the courage to admit your mistakes, because passing the buck will only make you look like a nasty, inept, and unusable person.
However, that doesn’t mean you have to apologize to everyone because of it. The trick is to not let all the blame be pointed at yourself, admitting but downplaying your fault and diverting the focus. This sentence should be good: “I was oversighted for a while, but fortunately…”
11
Be calm in the face of criticism
When facing the guest’s correction or criticism, don’t write your dissatisfaction on your face, and don’t explain your behavior to the guest. Even if the fault is not yours, you must give the “reasonableness” to the guest.
At this time, being humble, composed, and calm makes you seem more confident and respectable, and when dealing with problems, let customers know that you are not a headstrong person or a person who can’t stand setbacks. Remember this line: “Thank you for your suggestion, I will seriously consider it.”
8 taboo questions to communicate with guests
In the process of communicating with customers, there are some issues that are taboo and should not be mentioned easily, otherwise it will easily cause discomfort or disgust to the guests.
Questions about the age and weight of the guests, especially the age and weight of women
Questions about the salaries of guests, the amount of property and their distribution
Questions about the guest’s marital status (including children and spouses)
Questions about physical disabilities and defects of guests
Questions about the value of gifts from guests
Questions about the religious taboos of the guests’ beliefs
Questions about the national customs and internal taboos of the guests
Questions about politically sensitive or humiliating guest countries
5 types of expressions in customer communication
01
Fourteen-character polite expressions
You, hello, please, thank you, sorry, okay, goodbye.
02
use of response
When guests express praise and praise, as an employee, they should politely answer “thank you”, “you have given a prize”, “I am glad that you like our hotel”, “thank you, I am happy to serve you” and so on.
03
use of solicitation
what can i do for you?
Excuse me, can you speak a little slower?
If you don’t mind, I can…?
Do you like…?
Do you like…or…?
Can I?
Would you rather…or…?
Sorry to bother you, may I ask…?
You see, is this… OK?
Do you need anything else?
04
use of apology
When you accidentally make mistakes, slips of words or think poorly in your own work, you should sincerely apologize, and you should not deceive and dodge.
The apology should be moderate, and let the other party understand your guilt and your desire to continue to do a good job. It should not be endless nagging, but it will cause the other party to resent it.
The apology should not be overly self-effacing and underestimate, just say “I’m sorry” and be sincere, otherwise it will make people feel hypocritical and damage their image and personality.
An apology should be based on facts. It should not be exaggerated to admit mistakes, and it should be appropriate to the facts, especially when the guests are also responsible, they should not make mistakes, otherwise it will bring unnecessary losses to the hotel.
05
use of farewell
Farewell speech is a polite language used when parting with people, in order to further deepen the impression and friendship left to the other party, so the language contains more words such as retention, farewell, and wishes.
When the guest leaves your service place temporarily, you can say “goodbye”, “walk slowly”, “see you later”, “see you tomorrow”, “welcome to visit anytime”, etc.
When the guest leaves the store after completing the formalities, he can say: “I hope you will come often”, “I wish you a pleasant journey”, “Safe journey”, “Welcome to come again next time!” and so on.
When you leave the guest room or service premises, you can say: “Good night, ma’am (sir)”, “please have a good rest, goodbye”, “I have to go to… Thank you, goodbye”, etc.