Accurately grasp the various needs of customers in the consumption process, to cultivate the hotel's loyal consumer groups, to achieve the purpose of information interaction **** to enjoy, and comprehensively improve the quality of service, the importance of the guest history file in the management of the hotel has become increasingly important, the guest history file management has become one of the basic management work of the hotel. First, the classification of hotel catering sources Hotel sources in accordance with the annual amount of food and beverage consumption can be roughly divided into three categories: Class A, the hotel's large customers (VIP); Class B, the hotel's ordinary customers (organizations, enterprises and institutions); Class C, the hotel's ordinary casual customers (or newly developed customers). In these three categories of customers, we should pay special attention to the construction of customer history files of A and B customers. Second, the collection of information on customer history files Customer history files can better reflect the hotel's sense of service, closer to the distance between customers, so that customers have trust, safety, cordiality and the feeling of home away from home. As a hotel staff, we should listen attentively, serve carefully, feel every move of the guests, and catch the opportunity to get as much customer information as possible. To achieve this purpose, it is necessary to participate in the whole staff, *** with the construction and management of guest history files Door boy and usher is one of the earliest contact with the customer's position, an excellent welcome staff can accurately use the last name of the customer when the guest arrives, and at the same time be able to detailed information about the guests, such as special preferences, birthdays, contact phone numbers, favorite dishes, drinks, etc. accurately conveyed to the duty desk! The usher can ask the guest's surname politely in the process of communicating with the customer, and do a good job of passing and recording the work. Ordering staff is mainly for the guests to do with nutrition, reasonable dining guide work, with skillful service knowledge of the ordering staff has a certain authority, she can be a guide for guests, but also the hotel product publicity bridge to the outside world. Therefore, in the process of ordering food, you can use gentle language to communicate with customers and further understand the guests' surnames and special preferences. The desk clerk and floor attendant are also important channels to get customer information. Waiters can be through the process of careful service, take the opportunity to ask for tea, wine, etc., timely communication with the guests, note down the guests' surnames and honorifics, pay attention to the guest's behavior in the service, especially on the preferences of a certain dish, and so on. In the service process, the waiter and the guest interaction is more, is an important way to get the guest history information. Hotel managers should have good communication skills, in the restaurant inspection process to randomly visit guests, guests' opinions, with the last name of the guests should be managers and guests have the basic ability to interact with the guests, which will make the guests have a sense of care. For unfamiliar new customers, managers can take the form of a questionnaire to ask guests for their opinions, while using tactful language to communicate with customers, ask guests for their last name and use it immediately, and then form a written record for backup. Receptionist and bar cashier is also one of the most contact with customers, excellent cashier, receptionist should be familiar with the relationship between the unit and the old customer's last name, checkout or special needs, contact phone number, etc., the reception desk booking, banquet booking, the guest presenting documents is also remember the guest's last name, access to information is an excellent way. In addition, management, service personnel can also be through the customer's driver, friends to understand their relevant information, because the customer's driver, friends are also trying to find ways to make their leaders satisfied. Establish a customer card system to allow customers to leave their own information. Customer card, also known as the customer information card, is the hotel for the customer to prepare the name of the book, respectively, used to record the actual store customers and future customers, and its records are mainly the following: (1) billing, to the customer "guest information registration card" or questionnaire form, please return the customer when they leave; (2) the bar when the cash register, ask for the customer's name, address, and note (2) When cashiering at the bar, ask for the customer's name and address and write it down in the customer name book; (3) Give customers a coupon, and when giving the coupon, ask the customer to leave their name, address and other relevant information; (4) Give customers a "preferential treatment card" or a "VIP card", and use this as an opportunity to get the customers' appropriate information. The corresponding information. Third, the establishment of customer history files Collected enough customer information, first of all, there should be a person to screen and organize the information, and then sorted into categories to be summarized and stored in the microcomputer information base. For hotels without microcomputer management, the guest history files can be compiled into a book, placed in the bar and the cashier, in order to consult in a timely manner. It should be noted that, after the establishment of the guest history file, attention should be paid to the banquet menu of each customer dining to receive the guest history file, and note the evaluation of the dishes by the customer each time they come to dine, so as to make corresponding adjustments. This is also the difference between restaurant guest history files and other guest history files, which is easily neglected by people. Attachment: Catering customer history file form style (A, B, C customers) Name Unit Address Position Telephone Birthday Anniversary Family Membership Character Dietary Habits 4, customer history file supplement, update and management 1, the marketing department is responsible for the hotel's overall customer history file supplement, update and management of the catering department is responsible for food and beverage file supplement, update and management to keep in sync with the information interaction *** enjoy. 2, the marketing department of the newly developed A monthly customer history file of the A The Marketing Department will pay a return visit to the newly developed customers in category A every month, and cooperate with the Catering Department to pay a targeted return visit every month. 3, the Marketing Department will hold a special meeting with the person in charge of the Catering Department to supplement and update the guest history file every month, and determine the list of customers who are the key focus of attention every month. 4, the Marketing Department will hold a quarterly consumption analysis meeting with the Catering Department, and according to the customers' consumption situation, carry out the dynamic conversion of the guest history file in categories A, B, C. The marketing department will hold a quarterly consumption analysis meeting together with the catering department, and according to the customer consumption situation, the A, B, C class customer history file dynamic conversion, and do a good job in the first half of the year, the second half of the year, and the annual consumption of the A, B, C class customer analysis meeting. Read more related knowledge, return to the loyal customer service column list