Guest is always right
Guest is always right “is the father of modern American hotel, Mr. Statler’s.
Guest is always right: the idea is to ask the position of the hotel guests stood up to consider the issue, to the guests to fully respect, and satisfy the requirements of the guests. Shown in the following four areas:
(1) To fully understand the needs of customers: the hotel guests beyond the scope of services proposed, but is a legitimate demand, this is not the guests too, but less than the hotel, so the hotel must be met as a special service to identify difficult to meet must apologize to the guests, the guests get understanding.
(2) guests to fully understand the ideas and mentality: the guests at the hotel, the hotel outside the bullied and to shift blame, or due to physical, emotional and other reasons, furious, this bounds the attitude and demands, the hotel must be given to understand, and to better probation service to guests.
(3) guests to fully understand the misunderstanding: because of cultural, knowledge, status differences, the guests of the hotel or service do not quite understand the rules of the various views put forward, or refusal to cooperate made to the guests the hotel must be interpreted in good faith, and strive to give guests with a satisfactory answer.
(4) To fully understand the guest’s fault: a variety of reasons, some guests wish to find fault, or the sophistry, the hotel must be spirit of “customers first” principle, the management vacate the guests, to the guests to face.
First, the “guest is always right” comes from
“Guest is always right” is the father of modern American hotel, Mr. Statler’s. Stress is a service for the guests thought unconditional, hotel guests should always put in the “right” position, even if justified in some respects the shop, but also, “Even when people”, which is also the father of modern American hotel Mr. Statler first to propose this slogan in mind. The “right” customers vacate the premise that winning or losing does not compete with the guests. Tourism industry professionals not only ethical demands “unreasonable” to people, “rational” people have. “Guest is always right” is a concept of service in a slogan, more importantly, the hotel waiter in a staff training should be done when the service specification. “Guest is always right” phrase must be mentioned in training, and its meaning is a service business must strive to improve service quality, ensure customer satisfaction, customer satisfaction, and will be willing to spend, the hotel will be profitable.
Second, the guests is always a “real
“Guest is always right” and the slogan of certain service personnel often find it difficult to accept. To accept this call, to do according to this slogan, it must first find out what the essence of this slogan.
1. “Guest is always right” means that guests are God
God is the meaning of the guests in the hotel guests enjoy a supreme position. Said that the deal should treat customers respectfully serve as God, This is not what human nature, but the competition for survival 使然. Good service there would be no guests, no there is no way to survive the hotel guests. Therefore, the hotel were all resorted to various means to draw customers, but times are changing, “God,” the demand is also changing, “God” about the power of the hotels are becoming increasingly powerful. Hotel only on the “God” in-depth research, based on the needs of customers deeply grasp the law, supported by unique marketing strategy to attract “God”, get to “God” satisfactory opportunities.
2. “Guest is always right” is not on the facts of the judge
Staff can not figure out: how can the guests “always right” mean? Do not wrong when they do? Are there differences between staff and customers, can service personnel and guests in a different position. In fact, guests can not always be right. Service personnel and guests have differences, they can not every time the guests “right”, the service staff “no reason.” Example, in a hotel restaurant for lunch, some guests began after taking a seat a la carte, from time to time for advice to the crew, the result took a long time effort, attendant’s request, recommended restaurants signature dish and seasonal vegetables all guests have a no points, still asking questions. The clerk says: “Several first to the dining room, the dishes here, perhaps not fully aware of the variety characteristics, do not worry, slowly pick.” Well, some guests last point of food, and before waiter turned away , the guests changed his mind and asked for some dishes. Other attendants again turned to leave, the guests changed his mind and requested and back to some dishes. Guests find themselves embarrassed, and waiter was still smiling, said: “It does not matter, so you have a satisfactory service is our responsibility and obligation.” Cordial and enthusiastic language, so that the guests were deeply moved. Through this we can see that the first thought of “guest is always right” is of importance for the hotel. If the “guest is always right”, that is the existence of objective facts as made by a judge, it would be to figure out how. It must be noted that “customers always right”, that is not on the facts of judgments made, but the service personnel services for the guests how to make a request, put forward a slogan.