How to make guests satisfied in hotel repairs

The guest room is the main part of the hotel and the main place for guests to live in the hotel. The housekeeping department should not only ensure that the house is in a new, hygienic, clean and comfortable state, but also carry out vivid and effective services according to the psychological characteristics of the guests during the period of guest room life, so as to meet the needs of the guests, make the guests satisfied, and return again.

1) Psychological analysis of the basic needs of guests.

1. Be neat and clean.

The first thing guests pay attention to when they come to the room is the hygiene of the room. Because the supplies in the guest rooms are used by thousands of people and thousands of people, every guest is very sensitive to the supplies in the guest rooms, and they require the utensils in the rooms to be clean and hygienic.

2. Guests who want to stay comfortably hope that the guest room can provide comfortable rest conditions and feel at home.

3. Guests who want to stay in the guest room attach great importance to their property and personal safety, hope that the guest room is a safe place, do not be disturbed, and do not want some of their secrets in the hotel to be leaked out.

2) Corresponding service behavior in room service.

According to the service psychology of the guests, the room service should do the following corresponding services:

1. Do a good job in the cleanliness and hygiene of the guest rooms.

2. Do a good job in the environmental order of the guest room. Do three light: that is, walk lightly, move lightly, speak lightly, and develop good professional habits.

3. Ensure standardized services and do a good job in personalized services. Personalization is to start from the subtle service to meet the psychological needs of guests to be respected.

1) Initiative and enthusiasm; (2) Smile service; (3) Civility and courtesy; (4) Patience and meticulousness.

Personalization also requires careful understanding of the different needs of guests and active service. Attentive service is an effective way to win the goodwill of guests.

3) Programming of the service process.

As the saying goes, there are no rules. From knocking on the door, soliciting guests' opinions, cleaning and looking around when guests go out, checking the process of turning off the lights and locking the door, to daily planning, sanitation arrangements, treatment methods, inspection standards, etc., the hotel has formulated detailed standard procedures and posted them in the main workshop. Of course, the needs of the guests are different, the waiter should also master the randomness and flexibility of the customer service, should think about what the guest thinks, everything is convenient for the guest, and the service is carried out for the purpose of guest satisfaction, and these procedural regulations will achieve twice the result with half the effort.

The equipment is complete, the room is clean, and the items are complete. Staff attitude.

Summary. Mild symptoms, you can take care of yourself, the hotel will have basic emergency medicines, such as: berberine, and trauma treatment medicine, etc., prescription drugs are not provided, but will tell you the nearest pharmacy from the hotel.

You can also help you run errands and buy the medicine you need, but you have to pay for the errands. In addition, some hotels have infirmaries that can provide basic medicines, but they are not open 24 hours a day, so if you are sick and unwell, the hotel will recommend visiting the nearest doctor.

If you feel that you have some fever, you can call ** to ask the room service center if there is a thermometer to help confirm your physical condition; If you are in the period of women's menstrual pain, you can ask the hotel if it can provide brown sugar water, which is generally available in star-rated hotels.

The hotel's recourse measures for in-house guests.

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Emergency measures for power outage: If a department finds a sudden power outage, it should immediately report to the department head, engineer and security department. The security department should promptly mobilize personnel to strictly control the entrances and exits to prevent criminals from taking advantage of the chaos to commit crimes, and at the same time protect the personal and property safety of hotel guests.

If a guest is locked in the elevator during the power outage, the monitoring center should immediately notify the assistant manager of the lobby and the patrol security guard to cooperate with the engineering staff to try to borrow alcohol and stabilize the mood of the trapped guest. The manager of the security department of Baofu Mountain should strengthen the security force in the lobby, and the power outage should be short-term, and can explain to the guests that during the power outage for a long time, the assistant manager of the lobby should guide the guests to enter the guest room through the staircase passage. Once the power supply is restored to normal in the absence of bridges, security guards inspect the entire building to ensure normal operation.

If a guest suddenly feels unwell in his room, what are some ways he can ask for help?

Mild symptoms, you can take care of yourself, the hotel will have basic emergency medicines, such as: berberine, and trauma treatment medicine, etc., prescription drugs are not provided, but will tell you the nearest pharmacy from the hotel. You can also help you run errands and buy the medicine you need, but you have to pay for the errands.

In addition, some hotels have infirmaries that can provide basic medicines, but they are not open 24 hours a day, so if you are sick and unwell, the hotel will recommend visiting the nearest doctor. If you feel that you have some fever, you can call ** to ask the room service center if there is a thermometer to help confirm your physical condition; If you are in the period when women do not have menstrual pain, you can ask the hotel if it can provide brown sugar water, and star hotels such as Yusocks generally have it.

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Modern hotel ** has only one product for guests, and that is ———customer satisfaction". It is necessary to consider more from the following aspects: 1 smile, greeting, politeness 2 efficient, standardized, accurate 3 respectful, caring, considerate 4 honest, trustworthy and loyal 5 safe, comfortable and convenient 6 characteristics, culture and innovation 7 green, environmental protection and cleanliness 8 transportation, shopping and tourism.

In short, the emotional needs of guests in a hotel are complex. The hotel should not only meet the common emotional service needs of many guests, but also meet the individual psychological needs of guests, so as to be at home and customer-oriented.