All of the above are really just the basics. If you want to aspire to be legendary, not only do
you have to make it easy for your guests to accomplish what they need to at your hotel, you
also have to make it enjoyable.
You want your staff members to feel such pride in your property that they want to share that
pride with your guests. When a guest has a puzzled look on their face, you want a staff to be
so proactive that they offer help, long before it is requested. Your digital welcome mat should
be trustworthy because it is consistent and helpful, but to go that extra step you want it to be
insightful. Share secrets to the best spots on your website instead of listing nearby
Identify and appreciate your most frequent guests, but also your most loyal guests – often,
they are not the same. Your most loyal may not spend as much as your most frequent, but
chances are good they can influence a greater audience by their advocacy.
A great exercise I would recommend for your next staff meeting is to map out your potential
customer touch points – from the digital world through the guest stay and then back to the
digital world. Once you have identified the opportunities, evaluate how well you currently
Once you have done that, you can go on to question two – how much will you have to spend
- 6 年前最佳解答
以上都只是基礎而已 若你想臻於完美 除了需要設定簡易的規則 使旅客容易遵守之外 還得要提供旅客美好的住宿經驗
需要讓您的工作人員對自己服務的旅社感到驕傲 並且能使這份驕傲傳遞給住宿的旅客 當客人感到困惑時 要確定您的工作人員會即時提供協助-甚至旅客還未提出請求前就主動協助!
對常來消費的旅客表達感激之情 自然也包括最忠誠的旅客們- 這兩者不盡相同 最忠誠的旅客不見得會比常客消費更多 但是這些忠誠的客戶往往能達到最好的廣告效果
我建議在下次的員工聚會當中 您可以提出以下的旅客服務要點 - 從數位平台一路到旅客住宿 然後再回到數位平台(在網路上提供旅客滿意度服務調查) 一旦有機會 就評估您現在的服務滿意度
在做了這些之後 您可以進接到第二個問題 該花多少經費參考資料： 自己