Providing personalized service for guests is not only an important way to improve hotel service quality, but also the development trend of hotel management in the future. The following is a selection of personalized hotel service cases I have compiled for you for your reference, hoping to help friends in need.
Hotel personalized service case 1 Around 22: 00 p.m., a guest went to the concierge desk and asked where there was a shop specializing in Buick cars. Li Jie was on duty in the concierge at that time, which stopped Li Jie, but she thought, I will try my best to help the guests.
"Just a moment, please, sir. I'll call you." Xiao Li first called 1 14 and learned that no one answered, and then called another bus shop with a try attitude. I called again and again, but no one answered. At this time, the guest standing by was annoyed: "Can you ask what service?" At this moment, the phone rang, and there was an impatient voice from the other party. who is it? Why? Xiao Li first politely apologized to the other party, and then asked the other party's guest's maintenance address. The guest turned his head and left, but careful Xiao Li quickly caught up with the guest and said, "Sir, this is the address, route and telephone number of specialty store. If there is anything, you can call and ask. " At this time, the guest smiled shyly and said, "Thank you, thank you. I was in a hurry and had a bad attitude. Please don't mind. " Xiao Li smiled and said, "It doesn't matter ..."
Personalized Hotel Service Case 2: Miss Liv is a frequent visitor to our hotel and stays here every time she goes on business trip. One day in June, I was on duty when the phone of the assistant manager in the lobby suddenly rang. It turned out to be Miss Fu from 706. She just went out shopping, but unfortunately the roots of high-heeled sandals are broken. She wants us to help her find a glue to stick her shoes. I said, well, Miss Fu, please give me your shoes.
Teacher fu is very embarrassed to give me the shoes. I said, Miss Fu, this is all we should do. Thank you for always coming to our hotel. I immediately found the master of the engineering department. Soon, the shoes were dyed. I also found a shoe polisher to polish Miss Fu's shoes, wrapped them in transparent plastic bags and personally sent them upstairs. I felt a sense of maturity from teacher Fu's eyes and thanks.
Comments: repeat customers and repeat customers are the focus of hotel market maintenance. According to statistics, the cost of winning a new customer is five times that of maintaining an old customer. For the service of such guests, we are required to pay more attention to their characteristics, personal preferences, living habits and other related guest information in our usual service, so as to foresee their needs in future services, tailor-made personalized services for them, and firmly strengthen the emotional bond between hotels and guests. In the process of serving such guests, we should pay attention to the following points: don't forget your identity because you are familiar with them, but "become one" and "call each other brothers" with the guests; Don't lower the service quality and standard because of familiarity; On the contrary, we should respect them more. For example, we can use their surname+Mr. or Ms. (professor, principal) in a friendly way and pay attention to their every service demand.
On the occasion of Teacher's Day, in order to show respect for teachers, the catering department sent festive greetings and blessings to teachers from several universities near the hotel. When she learned that Li Lao, a frequent guest of the hotel, was ill, the canteen on the third floor prepared flowers and fruits, and specially sent her usual favorite pumpkin pie and confused noodles, and wrote on the flowers and blessing cards: cheers to Miss Li's early recovery! Teacher Li's family was very moved and said, we are really a family!
One day in April and May, two guests came to Qinhuai Shijia Chinese Restaurant. They ate and talked. The waiter overheard that a guest in their room was ill. The guest didn't mean it, but the listener did. Upon inquiry, the waiter learned that the guest lived in room 10 15, and served Liu Limin with the guest's consent, and arranged for the delivery clerk to deliver some snacks and a bowl of porridge to the guest's room. At that time, the guests excitedly thanked the service staff.
Who knows that a few days later, the recovered guests brought more than 20 guests to the restaurant for dinner. During the dinner, he learned that others wanted to book another hotel, and finally the enthusiastic service of the service staff made him choose here again!
Comments: The catering department chose a special day. Teachers' Day, in such a special situation that the guests are sick, I send sincere wishes, which really makes the objects feel deep affection and respect. So, how to make the hotel truly become the guest's foreign home? Perhaps the answer is self-evident, that is, to serve the right customers at the right time, in the right place and in the same way. In this way, family ties are displayed, beauty is produced, and classic' service cases' also appear.
5 personalized hotel service case: Ms. Zhang often stays in Zhongdu Hotel and is a frequent visitor to the hotel. In early August, she came to the hotel again. When the room attendant Xiao Li cleaned the room, she found that Ms. Zhang had been lying in bed and the TV was not turned on. She looked very uncomfortable, so she asked her enthusiastically what was wrong. Ms. Zhang said that she was a little dizzy. Maybe she worked too late last night and found out that she was tired today. She said that she would be all right after a short rest. After comforting Ms. Zhang, the waiter Xiao Li quickly explained the incident to the room supervisor, and contacted the restaurant to send Ms. Zhang a cup of coffee, an aromatherapy bag and a card, which read: "Dear Ms. Zhang, you have worked hard. I hope this cup of coffee will make you work with a hundred times of energy, and this aromatherapy packet will make you sleep better! "
The new employee of 6 PA, who has just entered the hotel, is meticulous and enthusiastic about his work. On the morning of March 3rd1,when she was cleaning on the second floor, she met three men in the corridor. She took the initiative to say hello and learned that the guest wanted to book a private room, so she took the initiative to introduce three newly renovated private rooms on the second floor, but the guest said that he had seen them and wanted to see other private rooms. So Xiao Zhang introduced the culture of the private room on the third floor to the guests. Knowing that the guest is from Jiyuan, he actively recommended to Jishui Club ... He can master the knowledge of private rooms well, introduce them in detail, serve warmly and actively lead the guests to serve in place. These seemingly simple details left a deep impression on the guests.
One morning, Mr. Li was reading the meeting materials carefully, and the waiter Zhu cleaned the room for him. She found that Mr. Li kept coughing and was very uncomfortable. Zhu Xiao was very anxious. She sincerely asked, "Mr. Li, do you have a cold?" Did you see a doctor? The telephone number of the infirmary is 1285. Do you want me to contact you? "The guest said gratefully," Thank you. I've already taken the medicine, and I'll be fine in a moment. Zhu Xiao said, "The fruit in the room is fresh and fresh." You can eat a pear. Pears can clear lung and relieve cough. Maybe it will be better. "Mr. Li said," Yes, but peeling is really troublesome. "Zhu Xiao immediately picked up a fruit knife, cut a pear to the guest's hand.
Comments: The opportunity of service lies in discovery. A person's successful experience proves that you found what others didn't find and did what others didn't do. How to turn plain service into rich stories depends on whether you are a dedicated director and direct one touching story after another with your keen "inspiration".
Case of Hotel Personalized Service Eight Most guests like to draw the sunshade curtains in their rooms when they rest at night, so that they can sleep soundly. Therefore, it is stipulated in the hotel service procedure to open a turndown bed for the guest room. However, some guests often sleep until dawn because of the fatigue of a day's work. In order not to affect the busy work the next day, they hope to leave a gap in the middle of the sunshade, which requires careful waiters to find, analyze and judge, and provide satisfactory service to the guests when serving the turndown.
Case 9 of hotel personalized service When the waiter cleaned the room in the morning, he found that the guests had covered the folded bedspread when they opened the bed at night, and then looked at the air conditioner at 23℃. At this time, the waiter should explain the middle shift service and adjust the temperature to about 26℃ when the bed is served. If the air conditioning temperature in the hotel is not strong enough, take the initiative to add blankets to the guests immediately.
Hotel personalized service case 10 When the waiter cleaned the room, he found an armchair leaning against the bed. After constant observation, the waiter found that the bed was covered with a small plastic sheet and the child's clothes were still hanging in the bathroom. The waiter realized that the mother was afraid that the baby would fall to the ground while sleeping, so the hotel waiter immediately prepared a crib for the guest and put it in the room.
Hotel personalized service case 1 1 When cleaning the room, we found that the sheets, blankets, mattresses and other places were dirty to varying degrees. The waiter immediately realized that it was the guest's careless eating that caused the gastrointestinal discomfort. He should replace all the dirty things, contact the tour guide through the floor supervisor in time, and inform the doctor to treat it in time so that the guest can recover.
Hotel Personalized Service Case 12 Mr. Chen is a loyal customer of our hotel. He likes to stay on the business floor every time he comes, and he is always used to sitting in the business bar and chatting with a few friends. The first time Mr. Chen ordered a pot of black tea, the second time he ordered black tea. On the third visit, considerate waiter Xiao Shen smiled and asked Mr. Chen, "Do you still drink black tea today?" Mr. Chen happily said to his friend, "The service here is really good and the waiters are very thoughtful. I have been here twice, and I already know that I like to drink black tea, but today I want to drink coffee for a change. "
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