Table of contents
Techniques for each situation
Situations when the staff can talk with customers
There are the following situations when the staff can talk with customers.
Each scene has informations that customers need. And it is also a conversation technique to prepare informations and equipments in advance so that the staff can answer as soon as possible to customers.
・ Luggage storage before check-in
・ At check-in
・ When go out after checking in
・ When returned from outside
・ At check-out
・ Luggage storage after check-out
・ When collect luggage from the inn
The most important situation is the last moment
Informations required by customers in the case of luggage storage before check-in are ” when can I check-in ” and ” recommended tourist information “. By the way, ” Recommended tourist information ” is asked in every scene.
In response to the customer’s ” when can I check-in ” question, you can tell the time according to the basic information of your inn. Of course, if the customer can check-in earlier than the basic information time, telling the customer is very pleased.
What about the check-in scene, where we think the customer has the most opportunity to talk with the staff ? Customers have heavy luggage and will be more willing to enter the room as soon as possible, so most customers will not speak anything other than what is required for check-in.
When go out after check-in, customers come to ask the staff various things, such as tourist information and dining information.
When return from outside, depending on the time, customers will rarely talk to the staff if it is late.
During check-out, luggage storage information and sightseeing information are often asked.
The last scene is when the customer collect the baggage which left at the inn after check-out.
Whether the customer leave the inn and return home or move to another place and continue sightseeing.
There is an impression that the customer in this scene has the most friendly conversation with the staff.
Isn’t it because it’s time to start conscious of real life from an extraordinary journey ?
At this scene, customers ask the staff about the opportunity to work at the inn and talk about the place where the inn is located.
At this scene, the staff actually dislikes this place, and if the staff say that, the memories of customer’s wonderful trip will be spoiled.
I think that our own thoughts are also important, but be careful not to stain customers’ wonderful memories. If the customer suddenly asks a question, the staff may speak their true intentions.
Be aware of considerations as much as possible
It may be trivial, but each customer has a different conversation speed.
It is important to show the attitude to be able to adjust as much as possible.
When talking with elderly customers, try to explain them slowly and clearly.
The staff is talking with customers every day as a job, so it tends to be a clerical task.
Let’s always be conscious through daily meetings such as morning meetings.
□ The longest time the staff can talk with customers is when customers are on their way home.
□ Don’t say anything extra as not to stain customers’ wonderful memories.
