Table of contents
Feel afraid of serving customers
When I was in the hospitality business, I sometimes feel afraid of serving customers.
When I was a student, I was serving customers at convenience stores and restaurant, and when I was a company employee, I was in a sales position, so I was afraid of customer service several times.
If a customer shouts loudly for any reason, anyone will be afraid to wait for a while.
However, it was only a few times in about 20 years that I was yelled loudly.
This is my personal opinion, but I am sure that most people in the world are good people.
So what should you do if your staff unfortunately face the situation that lead to interpersonal fear.
Do you want to pretend not to see ?
Things happen that nobody noticed the trouble.
If you are in a position to improve the management of the inn, please change the manual so that everyone work together to deal with the trouble.
Valuing the pleasant mood of the staff
Working with customers is a fun job.
In particular, the inn job is a wonderful job where we can meet people of all ages, men and women, and people from all over the world.
However, customers are worried if the staff’s face is tense during customer service.
By seeing the sad side of the staff, customers will detract from their fun feeling of travel.
If customers feel less happy, your inn’s reputation will also decline.
To be responsible for everything from check-in to check-out
Prepare for emergencies
There were really many things happening when I was running an inn.
As a precaution, it is important to make room for the number of staff members.
When the staff is busy with work, no matter how much the staff pretend to laugh, the customer will find that the staff cannot afford.
In fact, I borrowed a wheelchair for an injured customer and attended the hospital. In addition, I have been accompanied by hospitals for customers traveling overseas who have been in poor health.
It was possible because there was a staff member who could be relied on. Because we were able to help the customers, they gave us a letter every year and introduced many customers who would become repeater.
I was really glad that I did this job when the customer who stay first time said at check-in ” I decided to stay at your inn because my friend said it was really good “. And I realized the powerful influence of being recommended by acquaintances.
Become a professional only after solving problems
The staff at the inn is to be responsible for everything from check-in to check-out until customers leave the inn, so staffs’ words are weighted and customers listen their words seriously.
On the other hand, If the staff feel like hating irregular events, customers will not be able to listen to check-in information seriously.
Customers feel sensitive to the staff’s annoying atmosphere.
On the other hand, if the staff has the responsibility to the end, the customer can relax in the whole inn’s property ( lobby, guest room, etc…) .
Discuss various situations at the staff meeting to respond how far in advance.
At that time, it is a good idea to talk on the assumption that I am in trouble at my travel destination.
Troubles are rare, but I think the true job is how much we can handle when we have trouble.
On the other hand, it can be said that people who can only do the daily work that anyone can do are not doing real work.
Feel afraid of serving customers
□ Do not deal with unreasonable customers alone.
□ Use the manual to ensure that no one wants to be involved.
□ If the staff is afraid of customer service, the customer’s pleasant mood will be lost.
To be responsible for everything from check-in to check-out
□ Customers feel sensitively whether staffs cannot afford or not.
□ It is important to be responsible to the end and actively handle irregular events.
