Guests come to a hotel with specific expectations for the quality, value and service that the hotel will offer. If their expectations are not met, conflict may arise.
Conflict prevention begins with setting realistic expectations of experience. For example: Mr. Zhang's family came to a particular inn and after checking in, after a while, Mr. Zhang went to the lobby with a formal expression and asked the front desk, "What's up with your room, this is not it. "You can see the best scenery in the city. When you open the window, you can not see anything!" The service staff came to the room where Mr. Zhang was staying. An old tree outside the window closed half the window. Not only could he not see the scenery, but the whole room was dull. In turn, see the introduction to the inn room at OTA: the room location is great and you can see the best cityscape and other descriptions.
Through this example, we would like to remind everyone to ensure that the description, photos and other information of the hotel on the website, as well as the promotional materials and offers on the third party website, accurately reflect the hotel.
Avoid using excessive descriptions such as "best value", "luxury" or "unparalleled service" in promotional material unless you are confident that you can do it for your guests each time.
Complaints about this often appear in the comments. It is better to make conservative promises and provide better services.
Understanding of emotional factors
In customer reviews, there are more complaints about how staff handled the problem than the problem itself.
Emotional stimuli are things that employees do or say and make guests angry. The more emotional the customer becomes, the harder it is to talk to them.
There are three types of emotional stimuli:
1.Visual activation:Include gestures, body language, facial expressions, posture, personal image and environment. If you tighten your lips, avoid eye contact or cross your arms, your guests may perceive it as a sign of coldness, disobedience or even aggression.
messy workplace or a messy appearance can also indicate an attitude of indifference. Show clients that you care by making eye contact, using open body language and keeping the environment clean and professional.
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2. Language trigger:related to what you said. Interrupting visitors can escalate tensions, as well as telling visitors they were wrong, refusing to take responsibility, and reporting policies.
Avoid saying "I have to" and "I can not"; instead, tell your guests what you can do.
3. Audio trigger:It has to do with the pitch, volume and speed of your voice. Talking too fast can confuse or upset guests, while speaking too slowly or too loud can give the impression that you are arrogant. Try to speak clearly to the customer in a loud, confident voice and relaxing tone. In face-to-face interaction, visual and audio elements play a dominant role.
On the phone, you have to rely on words and voice to convey meaning. In social media and email, you are limited to verbal cues, so choosing words is very important.
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keep a positive attitude
Realize that your emotions are also activated from time to time. If a customer says something offensive or authentic, you may get annoyed and less likely to help them.
Make an effort to control your emotional stimuli. Remind yourself that your job is to keep your customers happy and sometimes that means putting your own feelings aside.
Attitude is the key. Do not be afraid to deal with angry customers, but treat these situations as a welcome challenge. Tell yourself: I can handle this, I'll make this client change his mind.
"A positive attitude and excellent service can help you calm down even the most angry customers."
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Understand what dissatisfied customers want
Most people are rational. They do not expect perfection, they understand that mistakes can happen. Their needs are simple. They want:
Empathy: Put yourself in the customer's shoes. Travel can be very tiring and stressful, and hotels can be scary and chaotic. Reassure visitors by assuring them that you understand them and are here to help. Introduce yourself and use their name to build a relationship. Do not deprive them of the need to vent their emotions. Give them full attention, listen carefully and ask questions to clarify the situation.
Apology: Sometimes a sincere apology is enough to reassure an angry customer. When people feel wronged, they want recognition. It's probably not your fault, but it should not stop you from apologizing for their complaints and wanting to change things.
Quick fixes: The longer it takes to resolve an issue, the more dissatisfied visitors are. If guests are going to run back and forth and repeat their stories, it increases the feeling that they have been treated unfairly. Do not think that they want compensation. Instead of trying to figure out a solution that might be inappropriate, suggest a few options and work with your guests to find a mutually satisfactory solution.
Attendance: Tell visitors how and when to follow. Be careful not to make unfulfilled promises. Record details in the visitor profile, notify colleagues of the situation, and take steps to ensure that the problem does not recur. A subsequent call from the address or a message delivered to a guest room or a polite greeting will enhance your level of concern and attention.
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Support, training and empowerment of employees
Management should provide employees with guidance, training and empowerment to solve problems quickly and efficiently.
If employees know how well they can calm a dissatisfied customer and know that management will support their decision, they will act with more confidence.
If a visitor's request is unreasonable, weigh the cost of satisfying his request and the risk of not meeting his request.
compromise approach is recommended. For example, you could say, "I do not have the authority to give your room away for free, but as an apology, we can offer a 25% discount. Would you be happy with that?"
If you do not have the power to offer compensation, then say that you will talk to the manager and tell the visitor when there will be a response.
If a visitor threatens not to accept an unreasonable request and leaves a bad review, use your usual courtesy and professionalism to handle the situation and try to find a solution.
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Check the atmosphere
Do not wait for the guest to leave to ask what the guest's experience was during their stay, when it may be too late to resolve the issue, but during the guest's stay, do an environmental check.
Ask open-ended questions to guests such as "How has your stay been so far?" Watch for signs of trouble and keep going to make sure guests do not leave unsatisfied.
By taking genuine care and doing the extra mile to get dissatisfied visitors to change their minds, you will not only prevent negative reviews, but possibly even create positive ones.
With professional handling, dissatisfied visitors can become your biggest supporters. Set your goals and turn "We had a problem" into "The staff were great, they solved our problem and we will definitely be back".
If you have another questions,please feel free to contact us.
Official website: https://www.hanbi-hotelsupplies.com
Contact us(WhatsApp number): +86 191 6238 7613