武汉某国际酒店值班经理手册

武汉某国际酒店值班经理手册内容摘要：

ost ambitious guest relation program is dependent upon people to make is successful. The personal touch of service employee makes the concept e to life. Win – Win is the golden rule you need to apply when handling guest plaints. Be objective and do not take the plaints personally. Remember to ware the following skills: Smile: as each guest approach your area, warm wele, a good evening with a friendly smile should great each guest. It is a sign of an amiable and enthusiastic personality. Greeting: Use your eye contact. Look at the guest not at the desk. Take initiative by asking the guest if they need help. Courteous words and actions go a long in successful guest relations. Conversation: Use the guest name whenever possible. It is always a nice touch and the words “Sir” and “Ma’am” should be used during the conversation. People enjoy being recognized and respected. Phone Techniques: Remember your script when answering the phone, for example” Good evening.*your name*, Manager on Duty speaking, How may I help you” Guest Awareness: Be alert and aware of approaching guests. Initiate conversation, for example “how is your stay? /it is nice weather today”. Make the guest feel at home and important. Sense of humor: The ability to laugh at oneself as well as at situations helps maintain a sense of balance and keeps things in proper perspective. Here, you need to watch for example, if the guest is furies and very angry it would not be an appropriate to make a light jock and to laugh at the situation. Technicality and basis steps MOD Manual for Renaissance Wuhan Hotel December, 2020 11 The following steps will help you to the proper handling of guest plaints: a. Stop and address the plaints b. Listen to the plaint c. Clarify the problem d. Act immediately e. Follow up Stop and address the pliant Wele the input. In order to ensure any dissatisfaction reach the surface, we should create a climate in which guests feel that their input is weled and desired. This involves not only maintaining close eye contact and giving the guests as much attention as possible, but also letting them see that you sincerely want them to be satisfied. Stop what you are doing and give your full attention to the plaints Bear in mind that the person with a plaint is emotionally upset, and has very often struggled and/or fumed about the issue for some period of time before you get informed. The longer the dissatisfaction has gone unnoticed, the more emotional the person is likely to be. Remember the 3Ps, Positive, Personal and Patient. Positive approach is must. Personal touch leads to a feeling of genuine concern. Pertinent conversation assures a “here and now” hookin Listen to the plaint Let the guest do the talking. When a person brings up a plaint, let him do most of the talking. Don’t interrupt, save your questions until the person gets through. This is his/her inning, so let them have it! Pay close attention and show that you are interested. Very often just getting something off ones’ chest is some help, even if they don’t get what they want. Furthermore, by letting the person blow off steam, the pressure usually lowers and they bee more reasonable. On your part, waiting until a person talks himself out gives you a chance to get more plete information and helps you avoid jumping to wrong conclusions. In general you need to i. Listen actively. People are often encouraged to continue talking when the listener nods his/her head and make encouraging sounds such “uh –huh”, “yes”, “I see”, etc. ii. Do not argue. You will have better results if you do not argue with the guest, but at this point, while he/she is stating the plaint, also avoid any expressions which might lead them to think that you agree or disagree with them. Assume the guest is right and work from there. iii. Do not take it personally. Be objective, it will help you reach an agreeable solution. MOD Manual for Renaissance Wuhan Hotel December, 2020 12 iv. Recognize the guest’s feelings are facts. Whether right or wrong, it’s a fact that the person feels as he/she obviously feels. v. Write down important information for future reference, time, name, phone , address, etc. Clarify the problem Filter through to the real problem by asking questions. Ask questions and get the factual information about the problem. At this point, you have decided that rather then fight the feelings associated with the problem。 you should deal with the problem itself. Ask questions that can give you factual information such as who, what, where, when, etc. Secondly, paraphrase the plaint. When you think that the guest is pletely finished, describe for him/her what you understand the plaint to be. There are several reasons for doing this. In the first place, when you review a person’s plaint to them in a simple summarized statement, it often doesn’t appear as serious to the guest as it did at first. Furthermore, doing this has an equally important advantage of insuring that you correctly understand what he/she is driving at. Generate solution Show the guest that you understand his/her feelings. You don’t have to agree with the guest, but let him/her know that you understand how they feel by saying something like “I understand why you might feel that way” or “I would feel the same way if I were in your position” Then, offer other alternatives. In many instances, when a guest is the very angry or highly emotional, his/her feeling may interfere with their logic. In such cases, the first solution you remended might not satisfy them. By offering other possible solution to the problem, the guest must stop and reason with him/herself in order to make a choice. At this moment feelings well set aside. Remember that, to be effective,。