Improper operation of the hotel's wake-up service will also become a source of bad comments

Hotel Management Zheng Shoushou shared with you today:

In order to enhance the personalized service of the hotel, many hotels will provide guests with free wake-up service in order to facilitate customers to catch up and improve the service quality of the hotel. However, if the operation of this project, which originally added points to the hotel service, is not standardized, it may also become a poor evaluation of the hotel and even a source of economic loss of the hotel. Take the following case:

"Case (2): on July 20, the guest in room 909 called the front desk at about 11:00 last night to set up a wake-up service. According to the receptionist on duty, the guest said he wanted a wake-up call at 12:50 tomorrow, and the receptionist repeated," is it tomorrow? " The guest replied "yes". But this morning, the guest came to the front desk and said he wanted a wake-up call at 12:50 a.m., and he said he added a wake-up call in the morning after he finished speaking. The guests bought a train ticket from Changsha to Xi'an for 490 yuan, but they spit too much and delayed catching the train because they didn't wake up. The front desk immediately booked the air ticket for the guest at 18:00 p.m. and the guest paid the air ticket himself, but asked the building to compensate them for the money of the train ticket. After mediation, the guest agreed to waive the cost of the train ticket. "

——Source: Hotel case training

In the above case, the work flow of the receptionist from registration to retelling confirmation is actually standardized, but there are still deficiencies, that is, it is not clear whether the guest wants 12:50 in the morning or 12:50 in the noon. In addition, if the event has claimed to explain the "early morning" as the customer said, the hotel should not allow the customer to bear the loss of train tickets as the hotel in the above case, but should make certain compensation for the customer's travel expenses.

In addition to the "early morning" time, there are other problems that are easy to be ignored in the process of providing wake-up service for customers. For example, the customer forgot to explain his room number and the receptionist forgot to register; The customer remembers the wrong date, for example, saying December 5 as December 4; The customer temporarily changed the wake-up time, but the receptionist didn't record it clearly; When the receptionist shifts, there are omissions in the wake-up task handover, etc. These problems may also be the cause of the failure of the wake-up service, leading to similar results as the following case.

"Xiao Yao is on the night shift. Not long after taking over the shift, the phone rang. Xiao Yao answered the phone: Hello, housekeeping center, please." "Call me at 5:30 tomorrow morning." A middle-aged man's hoarse voice. "Wake up at 5:30, right? OK. No problem." Xiao Yao knew that although it was the switchboard's business to call min, the one-stop service concept and the first inquiry responsibility system required him to accept the guest's request first, and then immediately print and transmit it to the switchboard, so he agreed without hesitation. When Xiao Yao got through to the switchboard, he suddenly remembered that he had forgotten to ask the guest's room number just now! Another look at the key of the telephone frightened him into a cold sweat - this telephone has no number display at all! Xiao Yao was flustered and immediately explained the matter to the switchboard. The switchboard reported that the room number could not be found, so Xiao Yao's foreman immediately reported to the duty manager. Considering that it was late at night, it was difficult for the duty manager to inquire room by room, and then according to the guest's request to wake up early in the morning, it was estimated that nine out of ten were the guests who caught the plane or train tomorrow morning. Now we have to place our hope on the fact that the guest may set up his mobile phone to "call". Otherwise, we have to wait for a complaint. At 7:30 in the morning, a bleary eyed guest came to the front desk and complained that the hotel didn't wake him up according to his request, which made him miss the plane. He looked depressed and angry. "

——Source: Hotel case training

To sum up, it is necessary for the hotel to standardize the wake-up service process in order to avoid bad comments on the hotel wake-up service. First of all, the telephone of the hotel should be installed with a that can display the incoming telephone number, so as to improve the fault tolerance rate of hotel employees; Secondly, the hotel staff should confirm the guest's room number at the beginning, because sometimes the guest may be a team, so it is not just the guests in one room who need to be awakened; Furthermore, specify the wake-up time, such as: x month x day, X hour x minute; If it involves the early morning time, you should pay attention to asking questions. Finally, after registration, repeat it to the guest for final confirmation. In addition, the hotel can ask guests whether they need to pack breakfast for the next day, or provide customers with the weather forecast for the next day, so as to further improve the wake-up service of the hotel.

Only by making customers truly realize the exquisite and considerate service can they become repeat guests of the hotel.