The best service model for restaurants and hotels

Chapter 18 Appendix Tianmu Lake Hotel Consulting Case (2)
2. Room Department: Qian Xiaoqin

On May 5, I was on duty on the 18th floor. At noon, the switchboard notified 6, 619, and 621 of online customers arriving at the store, and I immediately went to the elevator to greet them.When I sent the customer in room 623 into the guest room, the mother of the child said to her husband, "I forgot to bring the children's slippers", and I immediately said to the customer: "Hello, we have children's slippers, and I will send them to your room right away." Guest room.” During the conversation with the child, I learned that she is 619 years old, so I brought the children’s slippers and pink children’s toothbrush to Room 4 as quickly as possible, and the child’s mother thanked me repeatedly.When I helped a child put on slippers, she took her feet out as soon as she put them in, and I smiled and asked her, "Do you not like these slippers?" The child said to me, "Our original slippers were massaged. At this time, the child's mother said to me: "Although my daughter is small, she is very picky." So I took another pair of red children's cotton slippers, and the child looked very happy wearing these slippers.The child and her mother kept saying to me: "Thank you." At this time, I saw a pair of casual shoes covered with mud in the small aisle of the guest room. After obtaining the customer's consent, I took the casual shoes to the work room to wipe them clean.When I sent the clean shoes to room 619, the customer said emotionally: "Although your hotel is not the best in terms of hardware, your service really moved us. We feel as convenient and caring as at home here, thank you! "Seeing the satisfaction of the customers has strengthened my determination to serve every customer of Tianmu Lake Hotel well.

3. Room Department: Zhang Jingjuan

On May 5, I went to the morning and evening shifts.At noon, the switchboard called a group of customers to the store through the intercom.When I was leading the floor, I found that it was a group of elderly customers, some of whom looked over 13 years old.During the guidance, I found a lot of problems: some of them can't open the door of the guest room, some can't use the room facilities and equipment, and some don't know where the items in the room are placed.If there is an old man who is looking for a pair of slippers to soothe his feet because of some pain, but he can’t find them, he is unhappy and says: “Why don’t you even have slippers in a five-star hotel.” Seeing all this, in the afternoon, the waiter delivered newspapers, When doing the simple turndown, I specifically asked the waiters on each floor to increase the service content of the turndown.From the beginning of only laying anti-slip mats to laying floor towels, small bath towels hung on the shower door, slippers placed at the end of the bed, and they are required to meet customers' individual needs in a timely manner.If it is found that the customer opens the window for ventilation, remind the customer: the hotel is located in the lake area, and there are many mosquitoes, so please close the window when you have dinner.When receiving customers, I inadvertently learned that customers had dinner at 80:18, so I led them on the floor 10 minutes in advance.After the customers go out one after another, I am worried that the customers will open the windows for ventilation and forget to close the windows, and they will be infested by mosquitoes at night; I am worried that the temperature is high today, the customers will not use the air conditioner, and the room is not comfortable enough, which will affect the customer's sleep... With these worries, I started checking each room.The facts are as I expected.I closed the open windows one by one; the room was stuffy, so I turned on the air conditioner (due to the temperature difference between morning and evening, elderly customers have weaker resistance, and worried that elderly customers would catch cold at night, I set the wind speed of the air conditioner to a low level). At around 19:50, I inspected the floors and found that the customers had finished their dinner and returned to the guest rooms one after another, so I did my leading work again.When walking in the aisle on the second floor, I saw the aunt in room 226 looking around at the door from a distance, and I immediately went up to ask if there was any need for help.Auntie saw me and immediately pulled me into the guest room and closed the door.At this moment, my aunt told me with embarrassment: "I accidentally spilled fish head soup on my pants during dinner. Because the pants were wet and uncomfortable to wear, I went back to the room early to wash the pants, but I forgot to bring a spare when I came out today." Pants." The aunt asked me if the pants could be dried.So I knew that the laundry room was closed, and I comforted my aunt while asking her about tomorrow's schedule.Knowing that she will have breakfast at 7 o'clock tomorrow morning, I will definitely reply to her: "The trousers can be dried, and they will be sent to room 6 where she lives at 40:226 tomorrow morning." Okay, that’s great, I’m really sorry for your trouble, girl.” I took the freshly washed trousers from my aunt, and the trousers were dripping, and the water dripped on the aisle of the room.Since the aisle is paved with floor tiles, I was worried that the floor would be slippery when it got wet, so I asked my aunt to open the door. I went to the workshop and took a dry rag to wipe off the water on the floor, and then sent the wet trousers to the office as soon as possible. Go to the switchboard room and blow dry against the air outlet of the air conditioner.Deliver the clothes to Room 226 on time the next day.

At 6:50 the next morning, I went to the floor on time to lead customers down for breakfast. The aunt in room 226 saw me and said excitedly: "Thank you, otherwise I don't know what to do." Come again. I learned from the message that my aunt is 7 years old) I smiled and said: "Auntie, you are welcome, you have a happy stay, we are very happy." Auntie's simple 55 words fully reflect the customer's respect for our hotel service Affirmation, and at the same time, it also shows that as a grassroots manager, you must be flexible and predictable in doing things; you must control first in the service to avoid problems;

4. Room Department: Shi Aizhen

At around 4 o'clock in the evening on April 17, the customer in room 19 called the guest room center to report that he had a cold and fever. I immediately went to room 216 with a thermometer and Banlangen.As soon as I entered Room 216, I saw that the bed was covered with sheets, quilts, and pillow covers brought by the customer. I immediately understood that this customer had high requirements for hygiene.So I took the initiative to tell the customer: "The thermometer has been sterilized with medical alcohol, please feel free to use it. Hold the thermometer under your armpit for about 216 minutes, and add 5 degrees to the measured temperature to get your current temperature." While the customer is taking the temperature, After I got her consent, I boiled water to brew Banlangen.After a while, it was time to take the temperature, and the thermometer showed that the customer did not have a fever. I smiled and said to the customer: "Your temperature is 5 degrees Celsius, and you have no fever. Maybe you have worked hard in the training today. I will provide you with a foot bath to relieve fatigue. Thank you. Your body also helps." The customer happily agreed.Considering that customers prefer to be clean, I deliberately put a disposable bag on the footbath basin in front of the customer, and added a few slices of ginger to the customer's feet to keep the cold out; for the convenience of the customer's feet, I added two hot water bottles , the customer expressed his gratitude and said: "The training arrangement here is really reasonable!" When I returned to the guest room center, I saw the weather forecast written on the handover book, and then inquired about the customer's computer registration information (Hefei City, Anhui Province). After checking the weather forecast for the next day in Hefei on the Internet, I called Room 37.2 and told the customer: "Tomorrow there will be a drop in temperature. The weather in Liyang will be cloudy to cloudy, 216-11 degrees Celsius. The weather in Hefei tomorrow will be cloudy to light rain. 20-13 degrees Celsius, please pay attention to the cold, and add clothes in time!" Listening to the touching and praising words of customers on the phone, I feel the value of my work from the bottom of my heart.For customers who have never met before, we think about customers from the bottom of our hearts.We pay attention to, care for and care for every customer, which not only comes from the influence of corporate culture, but also reflects the positive energy of society.

5. Room Department: Shi Aizhen

The hotel transferred an employee from the team of floor attendants to the service center, and it was my duty to become her master.The work of the service center is divided into the guest room center and the switchboard. The work content of the guest room center is mainly for information transmission and services for the guests, the receptionist and other positions.She is more familiar with the guest room area.According to her work experience, work performance and her own conditions, I adjusted the training plan and focused on the handling of telephone transfer, inquiry service and emergency handling.

The operator at the switchboard must have a smiling face and a pleasant voice, making customers feel our smile through the phone.She usually does not take the phone to practice reporting and transferring calls, and her operation is very good, but when she picks up the handset to answer the call, her facial expression becomes stiff, without a smile, and her speech is too fast, and she is "garbage" when talking with customers. Language("this" "that"

Words such as "um") popped up.This was caused by her nervousness, lack of self-confidence, and fear of saying the wrong thing, so I communicated with her, encouraged her, and asked her to face the mirror every day to simulate reporting to the post and transfer the phone, so that she could see that she was great.Also, I asked her to write down the situational conversations on the phone in her notebook.As the saying goes, "a good memory is not as good as a bad pen", which can avoid the appearance of "garbage" language and improve language expression ability.I often call from other extensions or outside lines to check her call answering and transfer operations, and correct her improper operations and language expressions. Coupled with her own efforts, after a period of time, her progress has been remarkable.

She mastered the training content very quickly, but the phone numbers she often used were not very good. So I told her my method of remembering phone numbers and guided her to find a suitable method for her.Because everyone's way of thinking and memory is different, and she can't be allowed to "enjoy" what she has, she must explore and use her own brain.What I teach is "point", so I ask her to draw inferences from one instance and consider "face".There is not a model that can be applied to deal with everything. After mastering the principles of dealing with things, and then responding flexibly and effectively to problems that arise, let her deal with problems first (if she has received theoretical and practical training), Then correct it in time, and finally praise and encourage.If you only let her watch, learn, and not practice because you are worried that she will not handle it or handle it well, she will not take the step of real growth and independence.

Training is not only to teach others knowledge and operation, but more importantly, to impart learning and working methods so that they can develop good working and learning habits.

6. Room Department: Zhang Xue
On December 12, I went to the morning and evening shifts. At about 23:17, I went to the floor to inspect and check whether the lights on the floor were turned on correctly.Because there are many customers going to dine during this time period, and there are relatively many things on the floor, so I patrol the floor to provide customers with timely services.When I visited the 30th floor, I saw the customers in Room 5 open the door and enter the guest room. They were a mother and daughter.Judging from the clothes, the customer is very tasteful, but the customer seems to have a cold and has been coughing.I paid special attention to this room when I assisted the floor attendants to turn down the customers in Room 518 at night.I saw a pair of unwashed socks on the luggage cabinet, so I took the socks to the workshop, washed them with soap, blotted the water with a clean rag, dried them on a three-dimensional hanger, and placed them on the air-conditioning outlet of the room place.After checking the room, I found no cold medicine. I prepared two bags of Banlangen for the customer, boiled a pot of hot water for the convenience of the customer, and left a message to inform the customer that the temperature has dropped, keep warm, and the weather conditions of the next day.

After the work meeting the next morning, I went to check whether the customers in room 518 were in the guest room, and delivered the ginger tea to the room in a thermos in time.The customer was very touched and thanked me for the cold medicine I prepared for her yesterday, and I also washed her socks. Today I brought ginger soup. It is really considerate and feels like home.I smiled and replied: "It is my honor to serve you. I hope Tianmu Lake Hotel will be your home away from home. I hope to serve you again when I come to Tianmu Lake in the future!"

7. Room Department: Yang Jianfang

Some time ago, I learned that Qian Xiaoqin's husband was not in good health and had been hospitalized for treatment. Qian Xiaoqin started to take a vacation to take care of her husband.It has been more than three years since her husband fell ill, and he has spent more than 3 yuan. She bears the burden of the family.After the management of Tianmu Lake Hotel learned about it, they helped her a lot both materially and spiritually.It can be said that it is the great love of the hotel that keeps her going until today.Now her husband's condition is getting worse, and I learned that her husband's hospitalization fee, treatment fee and other expenses are very large.As the head of the department, my first thought is to give Qian Xiaoqin more care and support.I mentioned Qian Xiaoqin's situation at the department's regular meeting, and immediately called the department management staff to raise 30 yuan in cash to give to Qian Xiaoqin; later, the floor attendants and cleaners all went to visit spontaneously and raised more than 2600 yuan in cash.Although the money raised is not a lot, it represents the hearts of all the staff in the housekeeping department. It also let Qian Xiaoqin know that everyone cares about her and makes her feel the warmth of the collective. We are her strong backing, so that she can Be strong and brave enough to face everything.At the same time, this also allowed me to see the spirit of mutual help and team cohesion of the colleagues in the room department of Tianmu Lake Hotel.

(End of this chapter)