Psychologically speaking, guests want to enjoy a different feeling in peacetime when they go to the hotel for consumption. As a guest, I hope to be valued. They hope that the hotel service staff will be overjoyed because of their patronage, and they hope to be warmly welcomed. However, sometimes we are so busy with reception that we ignore the waiting guests. How to receive the next guest quickly?

Step 1: While receiving the first guest, show the second guest with your eyes that you are paying attention to him and ready to serve him at any time.

Guests can't wait for a while. The second guest will understand when he sees the service staff serving the first guest. The vast majority of guests are reasonable, and they will not blame the service staff for keeping themselves waiting when they see that they are busy. The last thing a guest can't stand is that the service staff turns a blind eye to him. The main reason for the guests' anger and complaints is that they have not received the attention they deserve. So, don't let the guests feel that you turn a blind eye to him, and don't let the guests feel that you look down on him. We should tell the guest with our eyes that we have noticed him, just because we are busy now and have no time to say hello to him.

The second step is to find an opportunity to skillfully create a reception pause when greeting the first guest, and use the pause to greet the second guest.

While serving the first guest, it is also a process of solving problems for him. In this process, guests will have many problems to think about, and sometimes they need to spend some time thinking about it, such as what kind of room to choose when staying in a hotel and what to discuss when eating in a restaurant. All this will take some time, and the service staff can use this time to provide services for the next waiting guest.

Seize the right opportunity to create a pause and give the guests a chance to stop and think. It not only makes the first guest feel that it can be accepted smoothly, but also avoids keeping the second guest waiting for too long. The methods can be as follows: a, ask questions and let the guests think about them, such as: what kind of room to choose. B, let the guests cooperate to do something, such as: fill in the form, write down the name of the dish, etc. C, provide some new information, new data, let the guests spend some time to understand. For example, provide the hotel's new product brochure to let the guests know. When the first guest stops and is busy thinking or starting work, the service staff can quickly greet the second guest. Of course, this should be done without affecting the reception of the first guest.

The third step is to comfort the waiting guests and strive for their understanding.

When you turn to the waiting guest, greet and comfort him. You can use such comforting words, such as "I'm sorry to have kept you waiting" and "Thank you for waiting". Although the guests feel a little anxious because of waiting, they will accept your service in a friendly way after listening to these comforting words.

Guests may have a lot of ideas in the process of waiting, and what can't make them happy most is being despised, because guests are new to strange environments, know nothing, are psychologically fragile, and are particularly wary of the outside world. If the service staff are not careful, they may hurt the guests. If the service staff did not give him a sign when receiving the first guest, and did not comfort him in advance when turning to serve him, it would probably cause misunderstanding. If you signal the guests in advance and comfort them when you turn around, they will feel that the service staff has been paying attention to him and caring more about his situation, so they will understand the busy service staff very well. * * * * * Hotel service eloquence skills

1. Compliments should be clever and sincere.

Everyone likes to listen to compliments, just like the famous humorist Mark? Twain said: "After I accepted the pleasant praise from others, I was able to live on this joy for two months." It can be seen that choosing the right time and praising others with the right language will make people full of warmth and happiness. As hotel service personnel, we must be sincere, moderate and sincere when we say compliments to guests, so as to get better results. Otherwise, it may be counterproductive.

For example, at a banquet, Darwin happened to sit side by side with a beautiful young lady. "Mr. Darwin," the beautiful lady asked the scientist in a playful tone, "I heard that you asserted that human beings were changed from monkeys. Am I in your judgment? " "Of course!" Darwin gave her a look and replied politely, "However, you didn't change from an ordinary monkey, but from a very charming monkey." (Reprinted in Jincheng: Modern Life Etiquette, Guangzhou Publishing House, 2006, p. 220. )

★ At 2: 23 pm on February 15, there was a guest waiting for someone (Mr. Hu) in the lobby bar of Guangzhou Building, but the guest was late. Although the lobby environment is elegant and warm, Mr. Hu is a little restless. After all, the success of this business is related to the rise and fall of the company.

Sir, would you please put your feet down? Xiao Lin, the waiter, gently reminded me while adding boiling water. Mr. Hu realized that he inadvertently put his foot on the opposite chair and waved it, which attracted other guests to watch frequently. The impatience of waiting made Mr. Hu extremely angry. Without thinking, he stared at the waiter angrily and said word for word, "I won't let go." What can you do with me? "

After a moment's silence, the waiter smiled: "Sir, it's funny that you ask me such a question. I think you are very quality. " Say that finish, she smiled and turned to leave, never looking back. Later, when Mr. Hu bent down to borrow ash, he put his feet down.

[Case study] In the above materials, the waiter Xiao Li didn't get angry at the unreasonable provocation of the guests, but eased the tense atmosphere with just the right clever compliment, and left in time to give the guests a step, and the guests finally put down their feet. Xiao Li not only maintained the image of the hotel by relying on his own language art, but also left enough face for the guests.

2. witty and humorous, flexible and funny

There is a proverb in the Bible: "A happy heart is better than a medicine bag, which can cure all mental diseases." When encountering thorny questions or disagreements, the best way is to answer each other's questions with quick thinking and witty and humorous language. The use of wit and humor can ease the tense situation and make everyone happy.

For example, at a banquet, the waiter accidentally spilled beer on a guest's bald head while pouring wine. The waiter turned pale with fear, and the audience was at a loss and dumbfounded. Unexpectedly, the guest said humorously, "Brother, do you think this wine can cure hair loss?" When the people present heard the laughter, the embarrassing situation was suddenly broken. The humor of the guests showed their generosity to everyone, and skillfully got rid of the dilemma for the waiter, so that the reception could continue happily. (Reprinted in Shang Mouzi's Speech, Speech and Eloquence, China Braille Publishing House, 2004, pp. 96-97. )

For another example, a "boss" said to his subordinates, "I need four reports urgently. Please copy it right away, hurry up! " The subordinate immediately started to work, pressed the quick copy button and printed out 14 reports. "The boss" said, "What a fool! I don't need that much! " The subordinate had to smile and say, "I'm so sorry!" " But you are already in such a hurry. "Both of them laughed. This humor immediately eased the tension. (Reprinted in Shang's Speech, Speech and Eloquence, China Braille Publishing House, 2004, p. 104. )

At the same time, as a hotel waiter, you should pay attention. If your humor contains criticism, satire, malicious attacks and sarcasm, it is better not to say these words.

Verb (abbreviation of verb) Some examples of difficult questions and answering strategies.

1. When you are working at your post, guests are pestering you to chat. What should you do?

Answer strategy: 1) Ask the guests if they need help.

2) Politely explain to the guests that working hours are not convenient for a long talk.

3) If the guests don't give up, they can leave for a while.

2. It's very common that things in hotel rooms are taken away by guests. When you find that a guest has taken away more expensive items in the room, such as the TV remote control, and the guest is checking out, what should you do to make the guest hand over the hotel items, so that the hotel will not suffer losses and will not make the guests feel embarrassed?

Answer strategy: 1) Euphemistically ask the guest to provide clues to help find it.

2) Ask the room attendant to check it again carefully.

3) Inform the guest that the items can't be found, and whether the visiting friends or relatives have taken them away. Or I was caught packing.

4) If the guest denies it, patiently explain the hotel regulations to the guest and ask for compensation.

5) If the guests really like this item, you can try to buy it for them.

3. What should you do if the guest calls and says he doesn't like the room and asks to change it?

Answer strategy: 1) Understand the reasons why guests don't like it and what kind of room they like.

2) If conditions permit, transfer rooms and change information according to the requirements of guests.

3) If you can't meet the requirements of the guests, apologize to the guests and explain the reasons.

4) Do a good job of handover, pay attention to the room type that the guest likes, and help him transfer rooms as soon as he has time.

4. A non-resident asked us to give a package of goods to a guest who had made a reservation but had not arrived yet. What should we do?

Answer strategy: 1) Know the details of the goods, but refuse contraband and valuables.

2) Write a power of attorney to the guests. Including name, quantity, consignee, contact address, etc.

3) Leave a message on the guest's order.

4) When the guest arrives, inform him to pick up the goods in time and write down the receipt.

A foreign guest booked a room in your hotel, planned to stay for one week, and paid all the room fees. The guest stayed for three days and returned to China for some reason, but he asked not to check out, saying that another colleague of his company continued to live in this room today. What would you do?

Answer strategy: 1) You can agree to the guest's request, but ask him to write down a written certificate and indicate the name of his colleague.

2) Ask the guests to pay their own miscellaneous expenses, and confirm who will pay the miscellaneous expenses and overdue rent of colleagues.

3) Ask him how to deal with his letters.

4) When his colleague comes, go through the registration formalities and explain how to pay the fee.

5) Change the information. Generally, the information of indigenous residents should be kept.

6. A Mr. Zhang came to stay. He booked two rooms, but his friend won't arrive until later. Mr. Zhang said that he paid for both rooms. He wants to help his friend register and get the key. What should you do?

Answer strategy: 1) Explain to Mr. Zhang that I need to fill in and sign the registration card.

2) Arrange for Mr. Zhang to stay and assign a friend's room number in advance.

3) Please ask Mr. Zhang to indicate in the registration materials that his friend's expenses are paid by him.

4) When his friend lives alone, it shall be indicated in the registration materials that the expenses shall be paid by Mr. Zhang.

7. A guest checked five pieces of luggage in the hotel, but lost the claim tag of the luggage storage card. Now he wants his luggage back. At that time, the guest didn't bring any documents, but he could tell the luggage in detail. What should you do?

Answer strategy: 1) Please ask the guests to go back and get the certificate and come back.

2) If the guest can't get the certificate at the moment and is in a hurry to get the luggage, he should:

A. Ask them to show their credit cards, verify their signatures and make copies.

B. Please ask the guest to fill in another check-in registration card and check it with the original registration card.

C. In addition, check the time when the baggage was picked up and whether the detailed information of the baggage is consistent with the record.

3) Please write down the receipt after verification.

8. What should I do if I meet a difficult guest?

Answer strategy: 1) "The guest is always right". Be polite to the guests who make things difficult.

2) Pay attention to the guests' questions and analyze the reasons for their difficulties.

3) Try your best to help the guests solve the problem.

4) If the guest's request is contrary to the hotel regulations, please explain patiently. If it is unreasonable, politely refuse.