1. Friendly greetings

When guests enter or leave the hotel, a kind greeting from the front desk can relieve the fatigue of the guests on the journey and make the follow-up service easier. A good greeting requires two points:

① Memory point: The traditional greeting is "Welcome", and the hotel can start from the characteristics of the store, local area and season, so that guests can remember it better.

for example, the first sentence of some hotels that focus on "making guests feel at home" is "welcome home". And some hotels in the south will add a local dialect before the welcome speech in Mandarin. In the Mid-Autumn Festival and Dragon Boat Festival, you can use "Happy Mid-Autumn Festival" and "Dragon Boat Festival" instead of traditional greetings.

② Warm-hearted point: In addition to making guests remember, guests should also feel warm-hearted. In addition to verbal greetings, the hotel can also provide services according to the characteristics of the season, such as: "It's cold recently, so it's hard for you to come here. Please have a cup of hot tea first, and I will speed up the business for you."

2. Pay attention to guest etiquette

The implementation of guest etiquette is a direct proof of the hotel's professional level, but this is exactly what many hotel people ignore. In terms of guest etiquette, the front desk of a hotel needs to do the following three things:

① Smile: Smile is the best language. When serving guests (except handling guest complaints), the front desk should always smile, from seeing the guests enter the hotel to seeing them leave.

② Two-handed delivery: It is a kind of respect for guests to deliver and receive things with both hands, which is especially valued by older guests. When the front desk handles the business for the guests, it needs the guests to provide their ID cards and signatures, so it needs special attention.

③ Polite expressions: please start with the word "please" and end with the word "you", and try to give priority to "invitation" and "suggestion", such as "please ...". Avoid verbally "demanding" and "forcing" guests, such as "you must ...".

3. act quickly

when serving guests, the sooner the better. "fast" is an important prerequisite. The front desk needs to be familiar with the main business processes and improve the service efficiency. In the process of customer service, this signal should also be conveyed to the guests through visual senses. The action of "running" can convey this signal well.

under the following circumstances, the front desk staff should run.

① when the guest is inconvenient to move: when you see the guest carrying heavy objects or feeling unwell, you can trot up and come forward quickly to help him.

For example, Nini, the front desk of this hotel in Shanghai, saw that the guests were holding their children and it was inconvenient to open the door and get their luggage, so she quickly stepped forward to help with the luggage and press the elevator, which won a good evaluation from the guests.

② Pick up things for guests: When picking up things for guests, you can trot away to pick them up for them, and when you come back, you can trot up to relieve the anxiety of the guests when they wait.

③ When the guest complains: When the guest complains and the front desk or other work comes to serve him from other places, running in front of the guest can also make the guest feel the attention of the hotel.

4. Personalized services

There are thousands of people, and each guest's needs are different. While implementing standardized services, some customized services can be properly integrated to impress guests.

This requires the front desk to practice the professional skills of "observing words and observing colors" and provide some personalized details services according to the needs of different guests. When serving different guests, the front desk should pay special attention to the following two aspects:

① Address: different addresses can be given to different guests. For example, "sir" and "madam" can be used instead of common guest receptions, but "old gentleman" and "old lady" can make them feel more cordial when they meet old people.

② service: some services at the front desk should be adjusted according to the different characteristics of the guests. If the same tea was served at the front desk, the front desk of this hotel in Xi 'an found that there were children among the peers, so the tea was replaced with orange juice, which was recognized by parents.

5. Make a good trip plan

The hotel lobby is a transit point for guests to travel, and the front desk is an important part of this transit point. Provide travel support for guests, and the front desk can also get great praise.

① weather conditions: according to the weather conditions, the front desk can provide help to the guests who go out, such as handing them disposable raincoats in rainy days or asking whether they need to rent umbrellas; Dust and haze weather, provide masks for guests, etc.

② Travel planning: After knowing the travel purpose of the guests in communication, the front desk can provide corresponding help according to the needs of the guests.

For example, in this hotel in Chongqing, the front desk knows that the guests are from other places. In order to make the guests travel more smoothly, the front desk will specially prepare a hand-drawn guide map for these guests to prevent them from getting lost when they go out.