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In the shortage economy, the service awareness in the country has only a piece of paper. With China’s opening up and development of market economy, “Guest first” concept has been generally recognized by our hotel industry. But what is meant by “Guest first”, the hotels tend to it as “guests are on (Wong) Emperor”, “guest is always right,” these two slogans, and domestic and international publicity and education as the theme.

However, the slogan of this extreme far cry from reality, it is not very effective, even there are some negative effects. As we all know, anything required to have degrees, otherwise it will backfire. On the “Guest first” over the concept of promotion and education, on the one hand to improve the guests unlimited expectations, resulting in some of the guests that the hotel can do whatever they want, the hotel can only blindly the patient and make compromises; Others believe that as long as happened at the hotel everything, the hotel must bear all responsibility. So, although the standard of service in recent years, China made rapid progress in the hotel, but hotel guests and the conflict is between the increase. While there are many reasons, but “guests are on (Wong) Emperor”, “guest is always right” and other slogans created by some of the adverse impact on the guests can not be said that a major reason. Other hand, could easily lead to a staff of inferiority complex. Some employees said: “The guest is king, then we are slaves.” Guest is always right, then we will always be wrong. “” Guest is God and we are not people. “Therefore, in order to continuously improve both the standard of our hotel services to meet the normal demand for the guests, to protect the interests of customers, but also to ensure the normal operation of the hotel to protect the hotel, the legitimate interests of employees , there is a need for “guest first” concept to give a scientific definition.

What is “Guest First” is actually the customers first, that the needs of the guests as a tourist hotel services, the starting point, the pursuit of guest satisfaction as the purpose of service activities. The key is to “understand” the guests. Only by fully understanding the role of guest features, master of the psychological characteristics of clients, to provide a comfortable and enjoyable services to customers in order to impress the guests won the hearts of the guests recognized.

First, guests are people who have sense of superiority

Market economy is the consumer economy, demand for slightly larger than the inexorable law of market economy. Therefore, at the hotel and guests this contradiction, the guests are the main aspects of conflict, the guests of the hotel’s “sustenance” is to bring the wealth of restaurants, “God of Wealth.” Therefore, in dealings with the hotel, guests often have some characteristics of leadership, showing a commanding, orders, used to dictating to others, in a sense, the guests came to the hotel is the “leading addiction,” the. To this end, the hotel service, we need to treat the same treatment as the leadership of the guests. First of all, we must show respect, concern about the guests, took the initiative to greet guests, take the initiative to be courteous. Secondly, it must show obedience, glad to be guests “beck and call.” Always remember that an article of faith: no matter how busy can not neglect your customers, ignoring customers, equivalent to neglect their own income, ignoring profits. Third, we must make every effort “performance”, to heart service, attention to detail, striving for perfection, to achieve optimal results. Fourth, we must focus on strategy. Leadership sometimes at whim, and make mistakes, this, smart subordinates usually tactful and subtle ways to help leaders align their instruction and correction of errors, in order both to lose the leadership of the authority, it also enabled the successful completion of their task. Therefore, treatment of guests or groundless accusations of unreasonable demands, we also have to pay attention to art, to guide and influence the way for customers to change their decisions, so that he felt the proper use of the power of happiness.
Second, the guests are emotional, “free man”

Despite the desire of the guests with leadership, but he has not asked himself the same as leadership. Guest is not a job role, he was a “free man.” To this end, hotel guests must understand that tolerance and for his sake and look to provide personalized service. First of all, the hotel must fully understand the customers needs. The needs of the guests are diverse, rapidly changing, it has the diversity, variability, unexpected features. Moreover, the different needs of customers has different levels, the dominant demand is also not the same. Hotel employees also asked guests not only to master the common, basic needs, but also of different personalities and specific needs of customers; we should pay attention to the guests of the static demand and at any time in the service process to observe the dynamic needs of customers ; it is necessary to grasp the needs of the guests of the overt, but also to tap the hidden needs of customers. Only by fully predictable and accurate grasp of the needs of guests, be possible to provide a comprehensive, home services, can the guests have a good feeling. Second, the guests the hotel must fully understand the mentality. Because of its behavior from a variety of professional norms constraints, he would show more emotional relaxation and, of course, some of the weaknesses of human nature would be relatively exposed. In response, hotel guests should be aware of the need to help and caring friend, efforts should be to their own sincerity and good service to probation clients, guests should try to find excitement, emotional well-cultured guests to keep with the guests effective communication, to help customers survive, to overcome certain “shortcomings.” Based on emotions of love, sincerity, patience, careful, thoughtful, consumer sentiment is still touched the heart of the hotel. Again, hotel guests must fully understand the misunderstanding and mistake. As the culture, knowledge, and the difference in physical, emotional, interest and other reasons, guests of the hotel or service do not quite understand the rules and refuses to cooperate or to take radical actions, hotel guests should make a sincere and patient explanations. For the guest’s fault, as long as clients are not interested in provocation, or damage the interests of other guests and the hotel’s image, or violations of human rights of employees, insulting staff personality, the hotel should be given sufficient tolerance and understanding, courteous and resolved to make the necessary .

Third, guests who seek to enjoy

Hotel services are not a necessity but a pleasure product. Guests to the hotel is to enjoy, this is the most basic role of the guests. As consumers, customers are consumers with the pursuit of “value for money” in common. As modern consumers, the Information Age, seen and heard a lot of consumer advocacy, enhanced sense of self-protection, and accumulated a wealth of consumer experience, therefore, the general process of consumption have focused protect their own interests whether they are fully, not discount not withhold protection. Modern hotels, the offer can not feel any chances, “discount services.” No matter what the reasons for the guests to the hotel, but have a common requirement that to enjoy. Their units and families regardless of how competent, but the hotel is always shown live in the “low.” Therefore, hotel services must ring ring fastening, step in place to ensure guests a comfortable and enjoyable to the guests the service. First of all, the hotel must provide standardized services to the guests. To do: all guests must be neat to see beautiful; all available to guests to be used safely and effectively; all the hotel staff treated guests to be friendly polite. Thus, making customers feel clean and beautiful environment, friendly courteous manner, enjoy a safe and effective services. Second, the hotel must provide differentiated services to customers. Avoid monotony in the service, and to the diversity of different customers and variability of demand and characteristics of catering to their likes, adaptable, providing personalized services to meet the individual needs of guests. Again, the hotel should strive to provide exceptional service to customers, that is, to the guests to experience beyond the guests had never expected or service. Under normal circumstances, customers will be based on individual needs before spending the past, feelings and hotel advertisements and rumors which have certain expectations. Customers receiving services will form on the services it feel to be compared with the expected value, when both were equal, the performance was satisfactory; when the value of Da Yu is the feeling to expectations, and produce surprises, so the true enjoyment. Of course, make all the guests have a memorable experience hi is unlikely, but for important guests and regulars have this feeling that it is necessary and possible.
4, guests are people who love talking face

About face, like to listen to good words, it is human nature, is also prevalent in the psychological phenomenon of mass. As a hotel guest, in particular. Almost all of the guests like to express themselves, become their own smart, and want to be special attention, give them special treatment. In response, hotel guests have to build a “stage” to give guests the opportunity to fully express themselves, so that guests at the hotel more than an excellent and proud. First of all, hotel guests need to create an elegant atmosphere and a strong service climate, so he had a “noble house” feeling, to show their identity and status. To this end, the hotel must strive to be designed, refined decoration, layout and elegant, shop clean and tidy, orderly, friendly service. Second, the hotel staff to guests to appreciate and appropriate compliment the art, to be good at discovering the glittering guests. For example, when guests are not looking at the menu and quickly point out a particular dish, you should cast to the praise of his eyes, or on the sentence: “Indeed, the dish taste good, you do very eyes.” When the guests to comment on some of the dishes, you should demonstrate amazed, respectful of the look, make the appropriate response, do not forget that he is a gourmet. Again, the hotel staff must be guests Xiangdui Dai as concerned about their friends, and really a sincere Humanistic Spirit, to create a “special love to you special,” the “noble” realm, one for each guest Xianshang copies of special care, so that he realized “I was the most important ones.”

In summary, if the use slogans to express the “Guest First” idea, then I believe that as stated as: “the guests is to lead, the guests are friends”; “everything we do, are for you (guest) satisfaction . ” Treated the same as respect for the leadership of the guests, as for friends, understanding and concern for customers; hotel services to enhance guest satisfaction, the highest standards.