1. Avoid always sitting at the workbench in the lobby

Most of the time, the assistant manager in the lobby should greet the guests who come and go, answer some inquiries of the guests at random, and never miss any opportunity to communicate with the guests. On the one hand, it is convenient for the guests, which makes the service of the hotel more human and increases the affinity of the assistant manager in the lobby. On the other hand, we can collect more guests' opinions and suggestions on the hotel, so as to help us find the problems and deficiencies in the service and management of the hotel, find hidden dangers in time, and control them before the guests complain.

2. Avoid calling employees in other departments of the hotel "them" in front of guests.

In the eyes of guests, the hotel is a whole, no matter which department has problems, he will think that it is the responsibility of the hotel, and the assistant manager in the lobby works on behalf of the hotel, so it is forbidden to call employees in other departments "them" in front of guests.

Third, avoid paying attention to the time, place and place when handling complaints

Some assistant managers in the lobby often only pay attention to the principle of timeliness when handling guest complaints, but ignore the flexibility and artistry in handling problems. For example, when guests are having lunch break, eating, getting angry, or in public places such as sleeping rooms and banquet halls, it is not effective to deal with complaints at these times and occasions, and it may also cause guests to resent, adding "qi" to "qi" and burning oil on the fire.

Fourth, avoid lack of self-confidence, showing excessive humility in front of guests

To be exact, the assistant manager of the lobby represents the general manager of the hotel in handling complaints from guests and receiving related reception. His words and deeds represent the image of the hotel, and he should show full self-confidence, courtesy, hospitality, neither supercilious nor humble. Excessive humility is a sign of lack of self-confidence, which is often looked down upon by guests and loses confidence in hotels.

5. It's not a good thing to tell the guests that they are afraid of complaining.

Complaining is a bad thing and a good thing. The complaining customer is like a doctor, providing diagnosis for the hotel free of charge, so that hotel managers can prescribe the right medicine, improve services and facilities, and improve service quality and management level. Therefore, we should not avoid complaining, but treat it correctly.