Make hotel room service more detailed
The meticulous service is developed on the basis of individualization, and is implemented according to different types of guests.
In the process of service, we pay attention to details, pay attention to details, think what guests think, think what guests do not think, discover and meet the potential requirements of guests in time, improve guest satisfaction and loyalty to the hotel, and achieve a win-win situation for the hotel’s economic and social benefits The goal.
So how do you do a good job in the meticulous service of the room?
01
Learn about the interests of the guests
The service of “do what you like” is a sublimation on the basis of standard service, and it is an effective means to make guests trust and identify with the hotel.
Therefore, the service staff should look at the six roads, listen to all directions, discover and accurately judge the interests and hobbies of the guests in time, and provide the guests with just the right service.
Eyes on six roads, insight into the interests of guests
Guests have a variety of interests and hobbies. The waiters are good at discovering, providing targeted services and recording them in time. If the guests stay again, they can place these supplies in advance. The editor once accompanied a client to stay at the Huatian Hotel in Changsha. The client mentioned that when he returned to his room, his favorite newspaper and a cup of tea were already laid out in the room, which made him very surprised and moved.
Listen to all directions, capture guests’ hobbies
To do a good job of meticulous service in the room, we must not only be good at “seeing”, but also be good at “listening”, discover the hobbies of the guests through communication with the guests, and provide corresponding services for them. For example, when knowing that a certain guest usually likes to eat a certain type of fruit or drink a certain type of alcoholic beverages, each time the guest is given fruits or alcoholic beverages, the favorite varieties of the guest are appropriately added.
02
Respect the living habits of guests
Any small changes and furnishings in the guest room may be the carrier for the waiter to discover the living habits of the guests, and providing personalized services according to the living habits of the guests will undoubtedly make the guests feel unusual surprises. Through the observation of the guests’ historical files and daily services, we can understand the living habits of the guests, and take the initiative to provide personalized services to the guests, so that the guests’ demand for respect can be met to the greatest extent.
Adjust the configuration of guest supplies according to the wishes of the guests
There are certain specifications for the placement of guest supplies in the guest rooms, and the principle of placement is to make it convenient for guests to use. Some guests will make some adjustments to the placement of guest supplies according to their own habits. The waiter should respect the wishes of the guests and do not have to restore them according to the specifications.
Some hotels stipulate that the TV in the guest room should be adjusted to one set of the central station. This is fine for domestic guests, but if the TV channel is adjusted according to the nationality of the guest, the effect will be better. On the second day of the guest’s stay, the waiter only needs to check whether the TV can be used normally, and there is no need to adjust the channel and volume according to the specifications.
If the guest is “left-handed”, the waiter should take the initiative to place the guest items in the room to the left according to the guest’s habits, such as “turn down” on the left side of the bed, the remote control on the left side of the TV, and the items tray in the bathroom and Kleenex is placed on the left side of the washstand, hangers are also hung on the left side of the wardrobe, and so on.
The guest supplies are equipped with a certain quantity standard, but can be increased or decreased according to the needs of the guests. If the guest is a Muslim believer, he should withdraw the drinks in the room in time; if the guest is working in the room or has the habit of writing letters, he should take the initiative to add letter paper and envelopes; if the guest often makes some kind of tea, the waiter will replenish the tea bags every time. When it is necessary to increase the quantity of such tea bags, etc.
Schedule cleaning time according to customer requirements
Each guest has different work and rest time. When cleaning the guest room, we must seek the opinions of the guests in advance according to the needs of the guests. An engineer from France lived in a hotel. He was used to working at night and sleeping in the morning. The floor attendant came in to clean the room in the morning as usual. The guests were very dissatisfied and asked to clean in the afternoon. On the second day, another waiter knocked on the door to clean the room in the morning. The French guest was very annoyed and left the hotel at noon that day and changed to another hotel. If the guest has the habit of taking a nap, the room should be tidy up before noon every day, and the night bed should be turned on at the same time, so that the guest can take a nap.
Adjust service specifications according to customer situation
The service specification is formulated according to the common needs of the guests, but it is still necessary to be flexible when encountering specific guests. For example, if the staff of the housekeeping department should develop the habit of knocking on the door to enter the room, they must knock three times. However, if you need to knock on the door when you encounter an vacant room or when you go to a guest room, the answer is yes, you must knock on the door, but you can reduce the number of knocks. According to the standard, when the waiter leads the guest into the room, he should introduce the equipment and facilities of the guest room to the guest, but if it is a frequent guest, it is not necessary to introduce it.
03
Do a good job in careful service management
Differentiate the type of guests
The hotel should differentiate the guests according to the source of the guests. According to the personality characteristics of the guests, some hotels divide the guests into ordinary, gentle, social, open, arrogant, stubborn, loose, impatient, frivolous, exclusive, silent, talkative, forgetful, waste, etc. Some hotels divide the guests into long-term guests, first-time guests, regular guests, well-known guests, newlywed guests, children guests, sick guests, drunk guests, disabled guests, etc. Different guests have different expectations and recognitions for room service. This distinction is the realistic basis for advocating meticulous service.
Develop a service plan
For different types of guests, the housekeeping department should formulate corresponding service plans to provide customers with tailor-made personalized services, and the housekeeping department should implement corresponding training for employees.
Organize service cases
Whether the case of meticulous service is successful or not, it is necessary to record it in time. The housekeeping department organizes, summarizes, summarizes and analyzes the cases of meticulous service every month, and reports it to the relevant departments of the hotel, and also serves as the information for the department to train employees.
Reward employees
Rewards are one of the best incentives for employees. To make meticulous service persevere, we must develop a reward policy. The first is departmental rewards. The housekeeping department will verbally praise employees who have performed outstandingly this month based on the monthly meticulous service case collection, and at the same time give a certain amount of material rewards. The second is hotel rewards. According to the materials reported by the housekeeping department, the hotel can select “the meticulous service star of the housekeeping department” every quarter for material and spiritual rewards.