Not everyone knows the customer care process at the hotel or the notes in customer service at the hotel. However, this is quite important for a hotel business. So what should the customer service department in the hotel pay attention to? Let's find out together now!
What is a hotel customer service agent?
Customer care staff (customer service); also known as Guest service officer; Or maybe called Guest relations officer (GRO). The operation of this department is under the management of the Front Office Department. This is the first staff member to greet customers as soon as they step foot into the hotel.
The specific job of a care worker at a restaurant or hotel
Depending on the environment; along with that is the nature of the work of each restaurant or hotel; then the specific job of the care worker department will be different. However, basically, there will be the following fixed work items:
Always greet customers warmly and friendly when they arrive and when they leave.
– Support hard for the Reception department to be able to quickly complete the procedure check in reservation and check out for customers.
– Have the ingenuity in giving and introducing the services of the hotel restaurant to guests; thereby increasing business revenue for your company.
- Conduct surveys to receive reviews from customers; then coordinate with other departments to solve problems that customers encounter.
– Customer care staff in the hotel will be based on the results of the customer satisfaction survey; thereby recommending the most suitable services; or come up with plans to improve their services.
- Store customer data carefully and report to superiors.
Required skills of a hotel customer service staff
Must be able to listen, be friendly and empathize with customers
When customers come to your department; this means that they have problems to solve; they are not satisfied or have dissatisfaction when using the service at the hotel.
Therefore, customer service staff is likened to an "emotional trash can". They will be the ones to listen to let customers get rid of their troubles; or customers' personal desires about the business according to their perception.
Customer service staff must know business and professional service knowledge
The staff needs to have knowledge in the Restaurant - Hotel industry; service industry. The meeting must have a clear understanding of the operating procedures of the departments; along with the ability to solve problems when they arise quickly.
In addition, professional knowledge about the process of handling customer complaints; the process of welcoming and seeing off guests; check-in and check-out procedures for guests, etc. You need to understand and master them.
Hotel customer service staff must understand the psychology of customers
Understanding the psychology of customers is extremely important; The purpose is to help caregivers get out of difficult situations.
The reason is because understanding how customers react; what the customer wants; You will be able to come up with the best solutions. Then you will be able to calm the anger of the customer; or surprise your customers when they haven't said anything that you can already understand and make a reasonable offer.
See more: What are the benefits of customer service?
Must equip yourself with fluent communication skills
Because it is a department that must have direct contact with customers; That's why you need to have good communication skills. The goal is to convey the best information to the customer.
You need to be flexible when introducing the service; or need to know how to listen and quickly handle arising problems.
The most required communication skill here is confidence; coherent exchange; moderate speaking speed.
Epilogue
Hope the information in this article will help you get the most useful information for yourself. And if you're having trouble training the care team; or you need the most reputable outsourced customer service department; Contact us today with BECARE for advice as soon as possible!
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