The front desk of the hotel is not only the place where the formalities are handled and the customers are greeted, but also the place where the communication with the customers is the closest and the conflicts are the most concentrated. Some thorny problems, if not properly handled, will damage the reputation of the hotel. So, in the face of some difficult problems, how should we deal with it?
01 Customer: can you make it cheaper?
Whether customers really think the price is high or not, they usually say, "can you make it cheaper?" On the lips. But if you talk about the price before the customers like the hotel room, the hotel will suffer. Rejection will only disgust customers. The senior front desk knows that at this time, it is not allowed to say "no". The solution is to bypass the "price" problem and let customers fully understand the advantages of the room.
Room value-added method: "Sir, this price includes room, breakfast and hot spring tickets. It's a very cost-effective package. It's much more cost-effective than your purchase of individual products. It's absolutely worth it."
Turn losses into profits: some receptionists will say to customers, "you will come back with less clothes", which is easy to make customers resent. From a psychological point of view, the description of "less" will always make people feel what they have lost. And we just need to say "when you buy more clothes", it will make customers "turn losses into profits".
02 Lose one's temper when guest's belongings are lost
When a customer loses something in a public area, they usually get angry at the front desk and ask for compensation. At this time, no matter how excited the customers are, the front desk also needs to be "calm". Don't lose your voice because the customer is excited. Promise the customer "we will help you find something". At this time, the front desk must pay attention to the words and reply skillfully to the customer "we will try our best to cooperate with you in your search".
In this case, the front desk must adhere to two principles: first, we will try our best to help customers find the lost items; second, we do not promise to find them, because the responsibility for the lost items does not lie in the hotel.
03 Check out and take away items
At the time of check-out, the housekeeping department will check whether the items in the room are lost. At this time, the front desk can not directly ask the customer if he has taken away, but politely ask him to help recall the place where the goods are placed; if the customer is not willing to take out and return them, the front desk should not refute them face to face, but should ask him to go back to the room to help find them, so as to leave enough face for the customer. Wait for the customer to return to the room, and then explain to him that there is compensation for the loss of things in the room. If the customer admits that he or she took it carelessly, he or she can offer to buy Hotel items as souvenirs and express thanks.
At any time, the customer should not be put on the opposite side, but should be set up for him "carelessness", "inattention", "forget" and other relaxed positions, and try to take into account the customer's feelings.
04 The residents are out of control
In any case, even when the guest is extremely anxious and furious, the front desk should not be in a hurry to express "Empathy". Especially when the guests are furious, they should not show flurries and confusion.
The experienced front desk must be professional, prudent, calm and able to grasp the right balance. When encountering a situation, we should first try our best to calm down and avoid the fermentation of the situation. Secondly, we should weigh the nature of the event and decide whether to deal with it directly or to report it to the leader. From the beginning to the end of the front desk need to do: hand busy, foot busy, heart not busy!
05 Sorry vs excuse me
For many service workers, the word "I'm sorry" needs to be avoided, because once the "apology" is exported, even if it's not your fault, you will take "responsibility" for it. "excuse me" doesn't mean too much "apologize". No matter right or wrong, we can first "excuse me" to show our understanding.
As for which party is responsible for the incident, we still reserve the right to interpret the incident.
06 On the exemption of alarm
Senior front desk has an iron rule: whether to call the police or not is not up to us! That is to say, the most appropriate way for the front desk to deal with any special situation is to report it to the leader, rather than to take the initiative to call the police at the first time.
If the customer is excited and proposes to call the police, the front desk shall not call the police on behalf of the customer, but shall let the customer call the police by himself. This is a very important exemption behavior for the hotel: "the situation" is the customer's own, and the hotel is only a helper to provide help.
07 Who should pay, please ask in advance
Because the front desk didn't know who was paying, serious consequences often occurred. In many cases, hotel customers may not be the ones who pay the bills. For example, customer a invited his important customer B to stay in the hotel, but the next day a received a phone call from B in a bad voice: "the hotel said, is this account settled by me?" This not only caused a misunderstanding in B's mind, but a's business may be lost, and the hotel also lost a's customer and good reputation.
Therefore, the "who pays" involves the customer's sophistication and has a wide range of implications. The front desk must carefully inquire in advance and carefully explain it to the relevant personnel on duty the next day.
08 About drunk customers
Drunken customers are usually the most difficult to receive. They are often delirious, even "drunk" and have a higher chance of accidents. They are not only easy to affect other ordinary customers, but also tend to be in frequent situations when checking out the next day.
At this time, the front desk needs to inform colleagues in advance. Once the situation develops, the security guard on duty should perform his duties immediately. But remember that even if you refuse drunk customers, you should not be rude and polite: help to call a taxi, and carefully and patiently take the guests to the car.
Whenever the front desk is in front of the customers, it represents the attitude and position of the whole hotel. It is not only the "face responsibility" of the hotel, but also the midpoint of all kinds of contradictions and disputes. It needs to be tactful and stable.