Shenzhen friends and international Hotel Plaza Limited
Telephone: (86) 0755-8998 8888
Fax: (86) 0755-8998 8299
Web site: www.yohohotel.cn
Address: No. 588, Jixiang Road, central city, Longgang District, Shenzhen.
First of all, the hotel needs strong leadership. Whether the general manager, the front desk manager or the hotel owner, the following 6 points can help the hotel to have a brief dialogue and chat with the guests.
1. selection tools
There are numerous options for newsletter dialogues, but for "free" solutions, independent App, and an attempt to replace human intelligence with artificial intelligence, you must be careful.
The design of the hotel brief dialogue platform needs to meet the needs of the hotel. It should be integrated with the hotel internal communication system so as to promote the cooperation between the post shift, the various departments and the hotels. If the SMS dialogue solution is too complex, it will reduce the enthusiasm of hotel staff.
2. clear responsibility
Who is going to oversee the guest's newsletter dialogue? The front desk is an obvious choice - 24 hours of operation, staff skilled in providing customer service and receiving training in reservations. In addition, after the use of the dialogue service, the reception of the reception of the guests and the reception of the front desk will be reduced, which means that the front desk staff have more time and energy to serve the guests.
All departments of the hotel play their respective roles in internal newsletter communication. Managers must ensure that employees understand and perform their duties in order to avoid unsatisfactory or incorrect requests from customers. Pay close attention to communication with customers and look for opportunities to improve efficiency and improve service.
3. formulation of guidelines
Communication with guests is different from chatting with friends about WeChat. Without proper guidance, hotel staff may not meet professional or personalized requirements, and guests may feel depressed or dissatisfied. Hotels can make the following guidelines for employees:
Timely response: people want to get a quick response to text messaging and chat. The hotel can set up the latest reply time, such as five minutes.
Personalization: for the first time, I would like to introduce myself briefly to the guests during the dialogue. If you don't know the sender's information, you should politely ask the guest's name and room number.
Politeness: people will have briefs and dialogues with hotels at any time and place. Therefore, it is necessary to make briefs concise, but not to be abrupt, and to remember to use polite language.
Professional: when communicating with guests, the tone is friendly but can not be too casual to avoid ambiguous expressions, unintelligible terminology, informal slang, and any content that may confuse or misunderstand the guest before sending the wrong word.
Do not use newsletter dialogue for sales: a newsletter dialogue is a very direct and private way of contacting guests. Do not send information to customers like marketing slogans. Maintain every contact point to serve customers directly and to focus on customers.
Information security: do not collect credit card data or other confidential information on the newsletter platform. The hotel can send a link to the booking engine or call the guests to collect such information.
4. touches to the guest
With the tools, responsibilities and guidelines, hotels should start to reach travelers. Here are a few ways to connect travelers:
Display chat plug-ins in the hotel's official website: hotels can provide help, answer questions to guests, and provide real-time recommendations when they consider reservations on the official website, thus improving their direct subscribes.
Before sending in the live brief, we invite guests to make a plan before arriving at the hotel to ensure smooth check-in.
Encourage guests to send message: let the guests know, there is a new way to contact the hotel, hotel in the official website, booking confirmation mail and check in when checking the message number.
During the stay, SMS is released: stop bad reviews, ask their guests for advice and help during their stay, so that they get good reviews.
Send after check: to express gratitude to the guests to write comments or to participate in the investigation and to invite guests to the next Check Inn Hotel and the hotel to have a conversation with the hotel.
5. promotion efficiency
It's time to get rid of paper memorandums, forms, logs, lists and phone calls. These are inefficient ways, hard to track, and easy to misuse.
These should be digitized to obtain and track information in any device or location, including policy, process, timetable, task list, and contact list. Hotels can use automation tools, send messages to specific guests at a specific time, set automatic responses to tell the guests the average waiting time to receive the reply, and use the newsletter template to respond to common questions and requests immediately. In addition, a notification is set up to remind employees of daily tasks, cleaning plans and preventive maintenance.
6. tracking effect
Finally, accountability is created by setting goals and tracking performance, including average response time, task completion rate, direct volume, upgrade sales volume, and guest evaluation.
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