#酒店 ##酒店人#
During the holiday after the college entrance examination, many guests will choose to travel with their families. Today, let's start from the following 5 aspects, let's take a look at how the front desk should do a good job in the reception of Ctrip's guests!
Part.1 The order cannot be processed
In a small hotel or B&B, the little brothers and sisters at the front desk have to deal with the entry and exit procedures and the task of booking order processing. As we all know, the speed of hotel order processing will affect Ctrip's service quality score, and taking orders too slowly may lead to the loss of orders.
How to improve the speed of receiving orders, it is recommended to do the following 4 points:
1. Set up order reminders
On the order settings page → eBooking, hotels can turn on the order notifications of Ctrip's various order receiving channels, including: SMS reminders, email reminders, phone reminders, pop-up reminders, sound reminders, and WeChat & APP, so as to avoid missing messages and missing orders.
2. Turn on device notifications
Once you've set up reminders, make sure you can receive them on your computer or mobile phone. Therefore, you can turn on the notifications of the Ctrip eBooking app and turn up the volume on your computer appropriately.
For example, there is no reminder on the mobile APP, and you can check: whether the phone is silent, whether the notification is turned on, whether the APP program is closed, etc.
3. Open the automatic order taking function
On the eBooking processing → booking settings page, the hotel can enable the automatic order taking function. This feature reduces the workload of the front office, but it does not mean that you don't have to worry about the back office.
The automatically confirmed order will display the "Know" button, and the front desk will enter the order and then click OK to avoid problems such as missing orders.
For special orders, such as urgent orders and orders with special requirements, they can be set to not apply to automatic orders, and the front desk should also pay attention to manual confirmation in the background in time.
4. Open more temporary reserved rooms
When the availability is sufficient, the hotel can open more reserved rooms, and the reserved room reservation platform will directly confirm to the guests, and the guests do not need to wait for the hotel's confirmation.
In addition, opening more reserved rooms can help hotels obtain "instant confirmation" room type labels, and improve the instant confirmation rate score of the hotel's PSI service quality score, which can effectively improve the hotel's conversion and traffic.
Part.2 客人提早到店要求立马入住
Most hotels check in at 14:00, and many guests may not be aware of this rule and think they have a reservation and should be able to stay when they arrive.
If you don't understand the rules, you are likely to get a bad review. Therefore, it is extremely important for the front desk to comfort the guests and make reasonable arrangements for them.
If there is a room available, try to arrange for guests to stay. In the event of a holiday and other unavailable seasons, the front desk should do a good job of comforting the emotions of the guests.
First of all, the front desk should try to be positive and cordial to inform the guests that the check-in time is at 14 o'clock, and try to obtain the understanding of the guests because of the current problems such as room cleaning, and avoid refusing the guests strongly.
Secondly, the front desk should contact the housekeeping department in time to arrange it as soon as possible and inform the guest of the expected waiting time.
Finally, the front desk can take some practical measures to comfort guests, such as helping guests store their luggage, giving away free drink vouchers at the hotel lobby bar, providing suggestions for what to do in the surrounding area, arranging nearby tour cars, etc.
Part.3 I am not satisfied with upgrading the room type for the guest
There are usually two situations in which hotels upgrade rooms for guests, one is to upgrade VIPs, children, the elderly, pregnant women and other types of guests for free in order to improve guest satisfaction; The second is that the hotel is upgraded due to room defects or overbooking.
The upgrade of the second room type is likely to lead to complaints or dissatisfaction from guests. In particular, if the hotel sells special room types to guests, such as rooms with good views, HelloKitty theme rooms, etc., even if the guests are upgraded, there is a high probability that the other party will not accept them.
Therefore, the hotel should absolutely avoid the situation of no room in the hotel, if there is indeed no room in the hotel, the front desk should not be in a hurry to inform the guest that there is no room, let alone contact the guest in advance to inform that there is no room, which will be very harmful to the customer experience.
The relatively reasonable way is to give guests a free upgrade to a high-end room type with the same bed type, and inform the other party with benefits and other words, and the other is to contact Ctrip's customer service, and the platform will cooperate with the hotel to solve the problem and reduce guest dissatisfaction as much as possible.
For some special room types, such as tatami mat room, sea view room, family room, etc., please be sure to keep it, because guests are likely to come specifically for this type of room.
For example, if a guest comes to Sanya to stay in a room with a view of the sea, even if you upgrade the villa, he is still likely to refuse.
Part.4 How to prevent review violations?
When guests leave the hotel, the front desk can remind Ctrip guests to leave the hotel, but it cannot force or induce guests. In particular, the front desk should avoid the following behaviors to avoid being judged as fake reviews.
(1) Mandatory praise: The praise is written by the hotel or the hotel forces the guest to fill in, and the review violates the guest's wishes or the guest does not know at all, and the review deviates from the actual idea of the guest.
(2) Induce good reviews: The hotel tempts guests to write good reviews with benefits such as gifts or room upgrades, but in fact, the guests are not satisfied with their stay experience and feel that they are not worthy of praise.
(3) Reviews: Reviews generated by false orders caused by hotel swiping.
Part.5 前台必备能力
As the façade of the hotel, the front desk is also a bridge between the hotel and the guests, which directly affects the brand image and even the revenue of the hotel.
On Ctrip's platform, at least 10% of the guest reviews of a hotel will mention the front desk. So, whether the front desk job is qualified or not depends to a large extent not on your supervisor, but on the evaluation of the guests.
From Ctrip's guest reviews, we've put together a list of reasons for positive and negative reviews at the front desk.
Based on the above table, it can be seen that with the improvement of the service level of the industry in recent years, the guests have higher and higher requirements for the front desk, and the ability of the front desk itself must be continuously iteratively upgraded.
1. Ability to base business
Understanding the hotel's sales information in various channels, quickly and error-free to help guests go through the entry and exit procedures, accurately answering guests' inquiries, and quickly helping guests feedback and deal with problems is the basic business ability of a front desk officer.
2. Ability to deal with emergencies
The front desk is the center of the hotel, and most of the time, when guests encounter something, the first thing that comes to mind is the hotel front desk. Any front desk will encounter all kinds of emergencies every day, ranging from noise complaints to serious illnesses. The front desk should not only master the hotel's handling procedures for dealing with various emergencies, but also have the ability to adapt to changes, and constantly sort out the response methods and experience from these emergencies.
3. Ability to manage emotions
The front desk is a very stressful position in the hotel, and it is often unsatisfactory at work. This not only requires the front desk to have the ability to deal with crises, but also to learn emotional self-mediation, in order to treat work and customers with a positive attitude for a long time.
4. Interpersonal skills
Guests' requirements for the front desk are even so much that they should not only be enthusiastic, but also "warm from the heart". Enthusiastic, generous, courteous, and affinity, it is also the basic personality embodiment that the front desk should have and display. How to quickly gain the trust and goodwill of guests, which not only requires the front desk business ability, but also requires good interpersonal skills.
The front desk is a delicate job, which requires not only systematic training for employees by hotel management, but also staff taking the initiative to improve themselves, grow and summarize in problems, in order to become an excellent hotel employee and go further in this field.