35 bags of Sichuan squeezed vegetables

35 bags of Sichuan squeezed vegetables

He Zhiming

At about 9 p.m., more than 10 Hong Kong guests who were leaving a restaurant early the next morning came to the food department of the store's international mall to shop on their own. One of the customers said he wanted to buy Sichuan squeezed vegetables, but the mall did not. Because the guest is the first time to Rong, I want to buy some characteristics to go back to give gifts to relatives and friends, because it is late, the nearby shopping malls have been closed, and it is drizzling, what to do? Guests were disappointed. Looking at the anxious look of the guests, Miss Wu Min, a waiter at the mall, quickly stepped forward and said: "Don't worry, I will go and buy it for you, and see how much is needed in total?" I'll send you to your room in a moment. A smile suddenly appeared on the guest's face. Miss Wu Min wrote down the guest's room number and rushed into the rainy night. After about half an hour, Wu Min came back breathlessly carrying the squeezed vegetables, and his body was soaked with rain and sweat. But without taking a moment's rest, she immediately delivered the thing to the guest. When the guests learned that she had traveled a long way to buy 35 bags of squeezed vegetables, they were very touched and took out a tip to thank her. Wu Min smiled and politely declined, and said to the guests: "This is what we should do, and it is our service tenet to make the guests satisfied." The guests said excitedly: "The service of your hotel is first-class, and we will stay in your hotel next time." ”

Analysis:

In the hotel, there are often some guests' requirements that are beyond the scope of the staff's work and are not the regular service content of the hotel. However, as a hotel practitioner, once you know that the guests have such a wish (no need for the guest to ask for it), you should try your best to meet it. In the case of Miss Wu Min, she did this tirelessly and without too much trouble, which is now often called personalized service, and it can also be said to be a value-added service. To provide guests with the best possible quality service, not only to solve problems for guests, but also a manifestation of spiritual civilization. Doing things for guests, on the surface, is for guests and society, but in fact it is also for hotels and enterprises. Because only when the guest thinks that he has enjoyed the excellent service, he will say that the next time he comes to the place, he will stay in the hotel.

Note: Because I took off this case at that time only to train employees, and later when I made an analysis, I could not find the source of the case (it should be a hotel newspaper in Chengdu), so I could not explain it here, please forgive me.