Bui Xuan Phong | Book: “Customer psychology and 5-star service art”
The following article is excerpted from the diary of a 5-star resort supervisor and appeared within the guide “Customer psychology and the art of 5-star service”.
*The following article criticizes an vital a part of the chapter “Diary of a 5-star hotel manager”
Understanding customer psychology, knowing the art of 5-star service to apply and be successful with everyday incidents or events requires the team to be well-trained and regularly. Hospitality operations include skills, knowledge and attitudes.
Customer psychology and 5-star service art must also come up from those three foundational pillars. Skills are operations such as how to check in, check out, the process of serving guests to order at the table or how to make rooms… Knowledge is knowledge from hotel products such as types of accommodation and rooms. features, ancillary services, menus, to knowledge of places, typical local dishes, scenic spots, transportation… Attitudes are expressions from the way of bowing, smiling, how to communicate with guests to how to handle situations in the customer experience chain.
Also from these three pillars, I have established the process of building a hotel training system for the team as follows:
1. Establish a career path;
2. Develop job description by title;
3. Set up training towers by title;
Hospitality training has three methods including presentation, modeling and role-playing. Each method is applied depending on the content of the training session. The presentation method transforms employees from unconscious to conscious of the hospitality profession. The modeling method turns conscious employees into service-conscious servers, ie deeply understanding why the steps in the service process need to be taken. The role-playing method helps employees master new skills and professions, and even create unique ones.
Modeling and role-playing methods use the Standard Operating Procedure (SOP) into the actual training process so that each hotel officer and employee is a part of the process set. The professional operations of hotel staff must really come from the set of processes and they must bring skills, knowledge and attitudes into each process of the hotel. Then the set of business processes is really the hotel’s own property and each officer and employee will feel proud because they have contributed to creating that valuable asset.”
Conclusion from creator Bui Xuan Phong
Every artwork of customer support should spring from the artwork of conquering your workers. When you perceive the psychology of workers and make them blissful, they’ll know seize the psychology of consumers and make prospects blissful. The spirit of dedication and thoughtfulness will create the artwork of serving the wants of consumers’ experiences, which we regularly reward as 5-star service high quality.
To have a devoted and attentive group to prospects, the house owners and managers have to be devoted and attentive to their officers and workers. No matter how superior science and know-how is, how a lot machines can substitute people, the service trade remains to be indispensable for the silhouette, arms and hearts of individuals. Because solely folks know serve folks with dedication and care. Only people can present true 5-star service high quality. See you on the highest of success!
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