#酒店 ##酒店人#
As a service industry, the service quality of the hotel's daily work determines the ultimate satisfaction of guests, and some unintentional mistakes may give you bad reviews.
In this article, from booking to check-out, there are 24 types of behaviors that guests are most likely to complain about to the hotel, so as to help hotels better reduce complaints and bad reviews.
Part.1 Booking Processing
1. The order is confirmed, but the guest is notified that the room is full, or the difference in price needs to be paid
Correct approach: If the reservation has been confirmed, the hotel should pay special attention to avoid contacting the guest privately, informing that there is no room or need to make up the difference, and the hotel will process it according to the original order. Otherwise, it will cause service defects, deduct points and compensation, and affect hotel traffic.
2. No one responds to the guest's IM consultation, or the reply is perfunctory and cold
Correct approach: Hotels should open all kinds of message reminders for eBooking online consultation, and key reservation personnel can download the Ctrip eBooking app on their mobile phones and follow the Ctrip ebooking official account to reduce missing messages or untimely responses.
For frequently asked questions, you can set up automated Q&A to avoid overwaiting guests.
Replying to a guest should not only be fast, but also pay attention to the content of the reply, make a comprehensive and detailed reply as much as possible, answer the question in his mind quickly, and avoid using modal words such as "oh, hehe, well, ellipsis".
Case Study – Guests ask how far is the hotel from Disneyland?
Wrong response: "Close..."
Correct response: "The hotel is 3 kilometers away from Disney in a straight line, about 10 minutes by car, the hotel can provide free shuttle service, you can also take the XX line subway from the XX station, it only takes about 10 minutes to arrive." ”
3. The guest calls to make special requests, and there is no record at the front desk
Correct approach: Before the guest arrives at the hotel, the guest may be contacted through online consultation or telephone, such as the room orientation requirements, room layout, etc., the front desk should respond to the guest in a timely manner whether it can be completed, and accurately record their needs, arrange in advance and do a good job of handover.
If it cannot be satisfied, the guest should be informed of the situation in time to avoid complaints after the guest arrives at the hotel.
4. Promise free pick-up and drop-off, but do not provide corresponding services or temporary additional charges.
Correct approach: If the hotel provides free airport pick-up and drop-off service, even if the guest does not take the initiative to contact, the hotel can take the initiative to contact the other party to find out whether the guest needs to provide relevant services.
If it is advertised as a free airport pick-up service through OTAs and other channels, it is not possible to add additional fees privately, so as not to cause complaints from customers.
Part.2 Check-in
1. The front desk cannot find the customer's order
Correct approach: Check the order quickly, if you can't find the order, don't ask the guest directly, whether there is no reservation. The front desk can patiently ask guests to show their order vouchers, or re-enter accurate names for inquiry, and if they can't find the order, they can contact Ctrip customer service at 021-52298888.
2. The room booked for the guest is not on the right board
Do: The hotel should ensure that the rooms given to guests are consistent with the information actually displayed on the OTA, especially some details, such as floors, window views, etc.
If the guest books a room type with certain characteristics, such as a sea view room or a parent-child theme room, even if the hotel gives him a more expensive high-end room, the guest may not be able to accept it, so this kind of room must be reserved.
3. Dishonest recruitment
Correct approach: pay attention to daily supervision training, operate with integrity, and maintain the reputation of the hotel.
4. Waiting too long for check-in, regardless of the waiting guests
Correct approach: improve the business ability of the front desk, reasonably arrange the front desk personnel according to the rental situation, and introduce self-service check-in machines to improve the efficiency of handling;
During the peak check-in period, arrange front office managers, security guards and other personnel to wait for guests to be comforted, or send welcome towels and drinks.
5. The room allocation is unreasonable, and the accompanying guests are divided into different floors
Correct approach: This is mostly caused by the shortage of hotel rooms, which can be solved by arranging rooms in advance, for example, if a guest has booked multiple rooms, you can arrange a nearby room for them in advance, and you don't have to wait until check-in to divide the room.
Part.3 During the stay
1. After checking in, there is no one to guide or the elevator is very hidden
Correct approach: After completing the check-in procedures, the front office arranges staff to guide the guests to the elevator or send them into the room; if the manpower is really limited, the front desk can explain to the guests, such as: the elevator is on your left, please swipe the card and press to the floor where your room is located.
2. It is difficult to use the room facilities, and there is no relevant explanation
Correct approach: For the use of facilities or new facilities that guests often consult, it is recommended to give instructions around the facilities, or arrange for someone to send guests into the room.
Common Facility Inquiries:
1) How to turn on the TV
2) How to set the air conditioning mode
3) How to use intelligent guest control
4) How to use the shower switch
5) How to connect to WiFi
3. The advertised welcome gift for the room is not placed or the quality is very poor
What to do: The welcome gift included in the room package should be consistent with the sales promotion, and the room should be arranged in advance and placed by the room attendant. Special attention should be paid to the fact that the fruit welcome gift should be fresh and undamaged.
4. The telephone in the guest room cannot get through to the switchboard
Correct approach: The guest room telephone should have a one-button speed dial key, the telephone may have a clear reminder on the card, and the switchboard is answered at any time, and the telephone is regularly overhauled to ensure that the guests can contact the front desk in time.
5. The noise in the next room is too loud
Correct approach: Drunk guests, late-night guests, guests with children, etc., arrange a room close to the elevator room for them to facilitate their walking and avoid affecting other guests. If the noise is too loud, the hotel should deal with it and follow up as soon as possible.
6. There is a problem with the hygiene of the guest room
Correct approach: hotel room hygiene is a commonplace but quite complex problem, the hotel should ensure the quality of hygiene from personnel training, cleaning process, health quality inspection, reward and punishment system, etc.
If there is a problem, with the consent of the guest, you can help the other party change the room and reassure them. After the incident, the hotel should find the responsible person and punish it in strict accordance with the system.
Common Negative Review Questions:
Hair: toilets, bathtubs, bathroom floors, beds
Mold: Sofas and carpets are easy to mold, and the linen is yellowed and replaced in time
Dust: Tables, chairs, bedheads, windows, and bathroom corners are the key areas for dust to gather
7. I can't find the room supplies for half a day
Correct approach: For important amenities such as slippers, hair dryers, and bath towels, the hotel should consider the customer's usage scenario and try to place it within reach of the guest room. If you're still worried that you won't be able to find it, you can give a hint after check-in.
8. Flip through guests' personal belongings
Correct approach: Whether the housekeeping staff is cleaning or turndown service, they should be careful not to easily take away the guests' personal belongings, including guest suitcases, personal clothes, bathroom supplies, and not easily throw away the guests' belongings as garbage.
Part.4 Dining in a restaurant
1. The quality of the dishes
Correct approach: food safety is the top priority, the hotel should choose qualified suppliers from all aspects of procurement, kitchen, etc., to ensure the environmental hygiene of the kitchen, reasonable preservation of ingredients, and ensure food quality.
For the tableware provided by the hotel, it should also be clean and dry, so as to avoid problems such as no chips, no cracks, no fingerprints, etc., which will affect the customer experience.
2. Breakfast is eaten out or the business hours are too short
Correct approach: The hotel restaurant should prepare enough meals according to the occupancy rate of the day. According to the overall needs of hotel guests, the hotel can adjust the opening hours appropriately, and when a small number of guests come late or leave early, they can also reserve or pack breakfast for them.
3. The restaurant dishes are not delicious
Correct approach: Although the taste of the dish is subjective, different people have different feelings and requirements for food. However, after the guest puts it forward, the waiter records the guest's opinion and feeds it back to the kitchen, and does a good job of comforting the guest's emotions. If the same dish is complained about more than once, it should be adjusted in time.
4. No one cares about the guests, and the attitude of the service staff is poor
Correct approach: Many hotel rooms and front office staff are well trained, but they fall short in catering service, and hotels should pay more attention to this and improve the quality of restaurant service from the level of system, training, and process.
Pay attention to the guests in time and take the initiative to present the menu, take the initiative to help the guests urge the dishes and give feedback when the dishes are slow, and clean up the empty dishes and garbage on the table in time when some dishes are empty.
Part.5 Check-out
1. The check-out procedure is too slow
The correct approach: one is to improve the business ability of the front desk and improve efficiency, and the other is to participate in Ctrip flash stay, leaving the hotel without room rounds, and eliminating the waiting time of guests in line.
2. Ask for or take gifts from guests in exchange for praise
Correct approach: There is nothing wrong with the hotel giving guests souvenirs, but you can't exchange it for good reviews, which falls under the category of fake reviews. When the guest leaves, the hotel should take the initiative to ask the customer's opinion, if the guest is very satisfied, you can remind the other party: after 14 o'clock on the day of departure, I hope to give the hotel a review on Ctrip.
3. The guest's belongings were thrown away by the cleaning staff
Correct practice: In the process of cleaning the guest room, check whether there are any items left by customers under the bed, sofa, bathroom and other corners, and store them. If so, you can contact the other party by phone as soon as possible, and if the guest wants, the hotel needs to send it to the guest as soon as possible.
