How to Cultivate Loyal Customers in Hotels

According to experts' statistics, 80% of the hotel's profits come from only 20% of its loyal customers. They have made substantial contributions to the hotel, occupying the core position of hotel customer asset management, and loyal customers are valuable resources and wealth of the hotel. Therefore, the hotel should constantly improve the quality and internal strength of employees and cultivate the unique skills of staying in the hotel. 1. Take the initiative to solve problems for guests. When customers have some concerns and questions about future consumption, they must show their understanding of these concerns and questions and patiently explain the hotel's attitude and ability to solve these problems. In the process of communication, we should try our best to introduce some * * * problems when the hotel undertakes similar activities as professionals, so as to enhance the trust with customers. 2, do everything possible to find ways, don't refuse to pay close attention to the room, when the room is untidy, pay attention to appease the guests, don't let the guests lose, you can sit in the coffee shop for a while, have a cup of tea, think more about selling houses, sell more houses, and create more benefits. Don't refuse guests easily even if they are full. Let's not abandon any guests. Give up once and you may give up forever. In order to design for guests, our Pacific International Hotel requires employees to promote other high-end rooms, or consider upgrading when housing is tight. In short, don't refuse guests. 3, whether you know it or not, take the initiative to greet guests. In a star-rated hotel, the hardware of the same hotel should be equivalent. The reason why we can attract guests and have a stable tourist market is because of high service and civilized quality. First, greet the guests with a smile. Whether you know them or not, whether you are familiar with them or not, as long as you meet them, you must take the initiative to say hello and be polite to others. What kind of atmosphere is this? Imagine entering such an area, everyone is smiling and full of energy. This state and atmosphere can be summarized by more than a sentence "feel at home"? This kind of working state and realm is what a real world-class hotel should have. 4. Take the guest's complaints seriously. The biggest headache for hotel staff is guest complaints. In fact, we can take dealing with guest complaints as an opportunity to win over guests. In any case, when a guest raises an objection, we must accept it and apologize, and then try our best to communicate effectively with the guest. Only "attentive" service can satisfy the guests. The reason why guests complain is that employees don't understand their hearts and don't provide them with services that satisfy their hearts. Therefore, it is necessary to use "heart" in the work, and exchange heart for heart in order to get the satisfaction and appreciation of the guests. Only by constantly caring for our guests can we understand their hearts, keep them and become our friends and loyal customers. 6. Standardize the operation, predict the needs of guests and provide personalized service. In the process of eating, guests must keep their eyes, mouth, legs and hands attentive, and inspect the desktop for sundries and things that need to be added. Serve the food in advance and take the initiative to divide the soup and dishes for the guests; Keep innovating and change dishes frequently. If the food is left for a long time, it will make customers feel boring. The innovation of dishes is not only the innovation of raw material collocation and taste, but also the innovation of utensils. Accumulate customer information, provide targeted services, win customers' hearts and make them loyal customers. Although the western restaurant of the hotel provides buffet, sometimes when the guests unconsciously reveal that they want to eat some dishes that are not on the buffet table, the careful waiter will try to get a small portion for the guests in other restaurants. These subtle personalized services have accumulated the feelings of the guests again and again, making the guests feel at home in the restaurant. 7. Give full play to the charm of innovative services. A German guest once booked the Pacific International Hotel. When he arrived, the waiter handed him a stack of exquisite business cards, which read: "My home in Deyang", hotel address, room number and name. What kind of service is this? The hotel where this friend stayed not only customized his business card (going out to ask for directions), but also gave him the feeling of "home" invisibly. Obviously, "home" is the safest harbor for everyone, especially the guests who often go out, so we should pay attention to creating a "home" atmosphere for him.