Dealing with non-standard requests from hotel guests. Guests with non-standard requests: choose a suitable hotel. Absolutely everything is recorded in the guest’s history, which in one way or another helps the hotel staff make you a privileged guest, and your visit

Hoteliers are increasingly faced with the fact that clients require certain atypical services. Of course, luxury hotels abroad and some in the capital can provide wealthy guests with a sleep manager or a psychologist for your animal. However, most domestic hotels are not yet ready to host such exotic things. However, some things are also available with us. There is no need to talk about smoking rooms, this has been and will be, but some hotels have become more advanced in terms of providing slightly unusual, but quite adequate services.

Photo from the Yandex.Pictures resource

Checking in with a pet

People are moving, they can’t leave the animal without personal supervision, they don’t have time to look for foster care, especially if they arrive late in the evening and wander around everywhere unfamiliar city For a travel-weary person this does not seem like a pleasant prospect. In this case, a number of hotels are ready to provide a room with an additional payment. These products come with risks, from damage to furniture to meowing or barking that could disturb neighbors.

To settle, you will also need a veterinary passport with vaccination records, including against rabies, and a separate certificate from a veterinarian about the health of the pet. It is better to book such rooms in advance.

Do you want comfort? Why not?

A cozy modern room, white terry robes and other attributes are not all that you can get from good hotel. We have also received such a service as a “pillow menu”. Or mattresses, which are often included. For example, you are moving in together, and you need orthopedic accessories (mattress, pillow), but your wife is more comfortable sleeping on ordinary, moderately soft ones.

Have a wedding at a hotel? Easily!

Often, newlyweds rent a room for the night to take a break from noisy guests. Why not celebrate the occasion in this hotel? Tired newlyweds can leave at any time after all the ceremonies, and let the guests celebrate. Some hotels can provide related services - ordering a toastmaster, etc. Some hotels organize banquets for guests, birthdays and other holidays. This is convenient if you need to invite business partners to dinner or meet friends.

They invite clients with a variety of requests. Hoteliers try to please all guests in order to have regular customers. Times have changed, so make inquiries - there will always be a suitable hotel for you.

Found a typo? Select a piece of text with a typo and press Ctrl + Enter.

« It is common knowledge that without proper training, employees cannot operate effectively. Responsibility for training falls largely on the shoulders of managers, regardless of whether the company has a training center or not,” believes Inessa Ermishina, head of the training center of the Coffeemania network.

Immediate supervisor, line manager, has greatest influence for the daily development of each employee. The reason for this is accessibility. Learning can occur progressively, theory is immediately supported by practice. Progressive companies develop staff training and mentoring skills among their managers.

THE ART OF HOSPITALITY

“The law of the harvest: what you sow is what you reap. The same is true for customer service... Plant the seeds of friendly, courteous and prompt service and reap a rich harvest of respect, loyalty and success.”
John Schole, President, Service Quality Institute

Undoubtedly, quality of service is one of the most important factors for success in the restaurant business. As a result of the research, it was revealed that most of the expectations of guests are aimed directly at the behavior of employees: reliability, competence, courtesy, communication skills. It is not enough to simply say, “We must serve our guests well.” It is necessary to do this. And we are not talking about a fashionable slogan, but about how the company’s work is organized.

Obviously, each employee must have specific knowledge, skills and exhibit behaviors that guests will notice and appreciate. Maintenance is a complex and multifaceted process. The ability to serve others is not an innate trait; service professionals are not born, they are made.

WE'RE READY TO WIN

What needs to be done to make guests happy? In modern business there is an answer to this question - quality management. Service quality management involves creating standards of behavior and implementation of work procedures for various categories of employees, organizing a personnel training system, clearly setting tasks, monitoring and evaluating work results based on the stated standards. To use a football metaphor, a coach's job is to put players on the field who are ready to win. That is, it is important to create an extremely clear and convincing system for each employee. Then people do their work efficiently and with enthusiasm.

Almost every hotel, whether it is a chain or not, strives to position itself as unique. This word, by the way, can often be found in press releases and booklets: location, concept, architecture and design are called unique. Some focus on content rather than form and claim amazing services.

The list of unusual services of foreign hotels includes peace protection by “sleep concierges”, aromatization of rooms taking into account the guest’s preferences, bedtime reading of fairy tales, warming of beds by employees dressed in special thermal suits. In hotels you can find an acrobat soaring up in the hotel atrium to get a bottle of wine for a guest, a “fairy” decorating a room with flowers and serving drinks and chocolate, employees, job responsibilities which includes dispersing pigeons from the square, and shepherds driving a flock of ducks to the hotel fountain. Some places even offer polishing and cleaning of coins.

“As a rule, a diverse range of unusual services are offered either by small hotels seeking to emphasize their individuality and to some extent compensate for the absence of a well-known brand, or resort hotels premium class - to create a unique atmosphere. This segment accounts for no more than 5%; such formats are most common in Europe,” notes Maria Vasilenko, Marketing Director of AZIMUT Hotels.

Such touching manifestations of care cannot be found in Russian hotels. “Sleep concierges and aromatherapy are relevant in developed hotel markets, where everything is already available and you need to look for ways to surprise guests. In our situation, guests are surprised by the quality service and delicious food,” explains Stanislav Ivashkevich, Deputy Director for Development of the Hospitality Industry direction at CBRE.

If you divide the guest stream into several segments, you get three groups. The first is business tourists, the largest segment. They are exactly those guests who are very surprised by the quality service. The second group is travelers. This is a small part of users hotel services, in terms of requirements no different from business tourists. And finally, rich tourists. They are looking for adventure: they find haunted hotels, demand pillow menus, exotic champagne for breakfast and silk linen. All groups of tourists are represented in our country, but the last group that is solvent most often finds itself abroad.

For your money

However, in our country there are hotels that can make a special offer. “Such hotels appeared in Russia relatively recently, and so far they do not offer such a wide range of services as foreign ones. Nowadays in Russian hotels you can find a pillow menu, a personal concierge and a personal chef. Running such services is quite expensive for a hotelier, so the cost of living in such hotels is comparable to the prices for rooms in luxury hotels,” says Maria Vasilenko.

“Russian chains, like international ones, strive to stand out in the market and offer guests a high level of service. This is due to the fact that competition is growing, and so are the demands of guests, and the need for new formats arises. To attract customers, hotels resort to non-standard offers and services,” says Kirill Irtyuga, CEO Management Company "RosinvestHotel" and the hotel chain Voyage Hotels & Resorts. As examples, he cites the possibility of using a pedicab to explore the city's attractions (free when staying at a hotel) or compiling a library of favorite films to watch in your room. According to the expert, individual services (preparing oxygen cocktails, special menus, personal concierge during your vacation) can be successfully organized in small hotels (from 10 to 30 rooms).

Clients of the small Moscow hotel "Globus" are provided with legal and legal "first aid". If a client finds himself in any unusual situation within Moscow, he can call the hotel and call a qualified human rights lawyer. However, the hotel management did not comment on the demand for the service.

Some services that were once unique are gradually becoming standard. Thus, the “pillow menu” is quite common today. You can choose from orthopedic, down, feather pillows, as well as those designed to relax your legs and neck. The Moscow business hotel Aerostar offers 10 types, Swissotel – 7 (you can buy the one you like), Holiday Inn– 5, they all differ in filler and softness. "Amax Congress-Hotel" in Rostov-on-Don, in addition to the traditional pillow with goose down, offers bamboo, eucalyptus, with cedar shavings and filled with natural herbs. In the capital's Bega Hotel, the choice of pillows is not so extensive (there are orthopedic and hypoallergenic), but the services of a florist are offered, who, in accordance with the wishes of the guest, can decorate the room with flower arrangements. However, this is also a completely typical hotel offer.

What Russian hotels do well is recreation programs for wealthy guests. For example, Baltschug Kempinski Moscow offers a weekend with the self-explanatory name “Weekend for a Million”. It all starts with meeting guests at the airport and a ride in a BMW 7 Series limousine (a personal driver and car will be available around the clock). Upon arrival - French champagne. Then the guests will go to the Bolshoi Theater, where they will be waiting for best places to the selected performance, followed by shopping in the capital's boutiques with the participation of an assistant. The program will continue with golf. After which, having recuperated in the health club, guests can create their own menu together with the chef of the Baltschug Grill restaurant and watch the preparation of selected delicacies on the open kitchen. The wine collection will be presented by a charming chef sommelier. First class tickets to anywhere in the world and a Gourmet Club card will also be provided to guests. For guests who don’t have a million, the hotel offers “yoga with a view of the Kremlin,” which is included in the price.

Radisson Royal Hotel Moscow (“Ukraine”) offers dinner in a restaurant “for two”, which is located at the very top of the high-rise building. In addition, from the hotel pier on the Moskva River embankment you can take entertaining trips on ultra-modern Radisson Royal river yachts and restaurants. On May 1, 2012, the hotel flotilla opened a new pier with a ticket sales office in the Park of Culture and Leisure named after. Gorky.

“This format of hospitality has already formed its own circle of fans, as a rule, these are rich people who are true to their habits,” comments Maria Vasilenko. - However, in major cities", like Moscow, where people mainly travel on business, it is advisable to offer services aimed specifically at business guests, paying special attention to the technical equipment of the room and personal service." Thus, the Azimut Moscow Tulskaya Hotel, opening in June this year, will have several new functional solutions: transformable beds for convenient work with a laptop, phones with charger and music player functions, and Rainshower massage showers.

Call of blood

Guests who love nature can enjoy interesting impressions, leaving Moscow. Outside of it, many hotels play with the Russian theme. According to Kirill Irtyuga, the idea of ​​hotel complexes stylized as inns, with attributes of past times, baths, stables, traditional cuisine and related entertainment, is a success within the Golden Ring.

To rest from " concrete jungle» many modern hotels offer. Guests can enjoy horse riding, karting and ATV tracks, hunting and fishing. In addition, hotels are ready to organize individual programs related to extreme tourism. For example, the Eternal Call hotel (Sochi) offers a survival program in forests and on desert island, rally, as well as all kinds of sports - on land, in the air, on and under water. You can rent military and civilian vehicles at the training grounds - airplanes, including supersonic ones, helicopters, tanks, all-terrain vehicles and snow scooters. A hotel The Drakino sports and entertainment park organizes aerobatics flights on sports aircraft, excursion flights on tourist class aircraft, helicopters and gliders, as well as parachute jumps.

As Kirill Irtyuga notes, domestic tourism is just beginning to develop. Due to the growing interest of tourists in their country, it makes sense to rely on local peculiarities and flavor: Russian baths, outdoor walks, celebration of national holidays, local alcohol and food are in demand.

Always a new rake

It is not necessary to include unusual services in the general list. If necessary, the concierges of “five-star” hotels will be able to surprise the most demanding guest. For example, Rezidor recalls a “feat of logistics”: to watch the evening football match one guest wanted several bottles of a certain brand of German beer. For record a short time The purchase of the foamy drink was organized in Germany itself and its delivery by plane to Moscow.

Since concierges and butlers usually handle unusual requests expertly, we spoke with Alena Lyashenko, deputy manager of the butler service at Marriott Moscow Royal Aurora, about the peculiarities of this department. Alena has been working at the hotel since 2002, and currently has 19 butlers under her command. “What attracts me to my work is variety; there is no routine here. Even when you step on some rake, it’s always new,” she says.

HM: Alena, why are non-standard services rare in Russian hotels?

A.L.: Moscow five-star hotels are mainly focused on business, and not on providing luxury services. Businessmen, as a rule, need standard and high-level services.

HM: Is it generally necessary to surprise a guest with services “not like everyone else” or is good enough service enough?

A.L.: Surprising guests with services is necessary so that guests remember it and return to the hotel again. Service should always be on point high level- this is the basis hotel business, especially hotels with famous brands. It is taken for granted by guests.

When it comes to services, guests appreciate the so-called “discreet service”. What may not be their expectation is pleasantly surprised when they receive it. Guests also appreciate an individual approach when the staff knows not only the guest’s name, but also his habits, which are taken into account without any reminder from him.

IN Marriott Hotel Moscow Royal Aurora has a dedicated butler service that has been in place since the hotel opened. Their job is precisely to individualize the attitude towards the guest as much as possible. Butlers notice what guests like - what juices to serve in the morning, what time to serve breakfast, what pillows are preferable, how to hang things in the closet or arrange toiletries in the bathroom. All these little details are in the guest profile. You only have to ask him for something once, and they try to do it in the future. Recently, butlers began to provide room service, that is, delivery of food to the room. This is again done so that guests can receive qualified advice, learn about restaurants, menus and special offers.

HM: Is the “personal butler” service only available to VIPs?

A.L.: At the Marriott Moscow Royal Aurora hotel, butlers serve all rooms. Both Russian and foreign guests use their services. Upon request, each guest can be met upon arrival and shown to their room. The butler solves a wide variety of issues every day - from delivering food to the room, feeding and walking pets to excursion and translation services. Most often, of course, they solve everyday issues - this could include packing and unpacking a suitcase, sending shoes for cleaning, delivering a newspaper to the room, etc.

HM: What are the requirements for an employee holding this position?

A.L.: The average age of a butler is 22–25 years. This is a boy or girl with higher education and good knowledge in English. A candidate for the position must be sociable, open-minded, and have a fairly broad outlook. An important indicator for me is how quickly the applicant keeps up with me when I show the hotel and talk about the duties of a butler. I am used to walking quickly, and if a person follows me at my pace, then for me this is a sign that the person is interested, active and has a desire to work.

HM: What unusual services were provided to guests?

A.L.: In his work, the butler has to solve many issues, often extraordinary. The hotel allows you to keep pets, and sometimes the butler has to not only feed them and walk them, but also “keep company” so that the animal does not get bored.

One of the hotel's services is the organization of wedding banquets, after which the newlyweds stay overnight at the hotel. The butlers decorate the room at their request, and this requires a creative approach.

There is a direct relationship between the level of guest requests and the level of professionalism of the butler. The more complex the request, the more effort and knowledge is required to fulfill it, and in this regard we always have something to strive for.

Psychological features of guest service in accommodation facilities

Introduction 5
1 Psychology of service in the hospitality industry 8
1.1 Psychology of service 8
1.2 Rules and standards for communication between staff and clients 10
1.3 Professional communication skills 15
1.4 Informing the client 20
1.5 Staff position (psychological problems). Attitude towards the client 22
1.6 Ways to attract potential clients 25
1.7 Customer satisfaction assessment system. Service quality audit 28
1.8 Service quality analysis 30
2 Fundamentals of the theory and methods of personnel assessment 34
2.1 The role of HR 34
2.2 The role of personnel assessment in the hotel business 44
2.3 Types of personnel assessment methods 50
3 Problems of psychological compatibility: psychological types and team formation 66
3.1 Psychological personality types of personnel 66
3.2 Myers-Briggs Type Indicator in working with clients 78
3.3 Rules for composing teams: assignment model 84
Conclusions and recommendations 90
Bibliography 94
Appendix A. Psychological Profile 97
Appendix B. Extraversion – Introversion 98

Introduction

Every single client experience is unique in its own way, so the industry needs people who are willing to take on challenges and can deal with them here and now, who can predict difficult situations long before they become real problems. As is known, main task The hospitality industry is about meeting the demands and needs of customers. It should be noted, however, that despite the comprehensive legal framework designed to facilitate the creation of a system of requirements for the quality of service, in practice there are a lot of different problems associated with serving each individual guest. And in this case, the problem of the professional skills of each hotel employee involved in service comes to the fore.

As is known, each employee is competent to the extent that the work he performs meets the requirements for the final result of this professional activity; assessing or measuring the end result is the only scientific way, in our opinion, to judge competence. In hospitality, the criterion of professionalism, based on the automaticity of skills, can be considered the ability of an employee to freely and constructively solve professional problems and perform assigned functions in accordance with professional qualification requirements and the specific needs of each specific guest (the ability to effectively make situational decisions). This determines the relevance of the topic “Psychological features of guest service in accommodation facilities.”

In our opinion, it is appropriate to talk about a specific type of competence in hospitality - “extreme professional competence”, when a person is ready to work in unexpected conditions. The practice of managing hotel enterprises shows that employees who possess these and similar psychological qualities are more ready than others to work with various groups of tourists coming from different countries, to act effectively in non-standard, extreme situations, and to retrain when radically new service technologies appear.

Target thesis: to identify the compliance of employees with their positions, their interaction and psychological compatibility to improve the quality of guest service in accommodation facilities.

An object research – the process of serving guests in accommodation facilities.

Item research - psychological features of guest service.

The purpose of the study is realized by solving the following tasks :

– determine the type of communication between staff and clients;

– develop professional communication skills and ways to attract potential clients;

– characterize the basics of the theory and methods of personnel assessment; – analyze problems of psychological compatibility.

Research methods: statistical data analysis, document analysis, observation method.

The theoretical and methodological basis of the thesis was the research of domestic and foreign authors such as Papiryan G.A., Kabushkin N.I., Chudnovsky, A.D., Chudnovsky, A.D., Egorshin A.P., Inkin B.M. ., Starobinsky E.K., Sorokina A.V., Cuming M.V., Walker D.R., Marr R., Dessler G., Stauskas E.K.

At the moment, the problems of developing effective behavioral skills in the professional activities of hospitality managers have not been completely developed in science. For a long time, the main emphasis in developing professional skills in serving tourists in the process of training hotel staff was on the technocratic component of the service and management process. It was considered important and a priority to teach an employee how to correctly perform various technological operations, for example, setting a table, serving dishes, making reservations, cleaning rooms, working with information systems for managing hospitality enterprises, etc.

However, practice shows that the humanitarian component, i.e. The process of communication with a guest accounts for up to 80% of emergency situations, the behavior of staff in which determines the guest’s perception of the quality of the services provided. Therefore, today there is an urgent need to reconsider the approach to training hotel staff, and at the same time to training specialists for the hospitality sector in educational institutions. The new concept should be based on teaching humanitarian technologies: ways to regulate emotional states, conflict resolution, the basics of ethnopsychology, etc.

It should be noted that the most relevant today in the formation of professional skills in serving tourists among hotel staff is the study of the psychological foundations of vocational training and professional education of specialists in this field.

1 PSYCHOLOGY OF SERVICE IN THE HOSPITALITY INDUSTRY

1.1 Psychology of service

The provision of services in the hospitality sector, in contrast to the sale of goods, has several specific features. First of all, it is inseparability from the source and object of the service.

A service is provided to one person by another person or by a company, which again is represented by its employees. Therefore, a service contains much more content related to communication, attitude and psychology than a product.

American psychologist Will Schutz identified three basic social needs in humans: the need for involvement, the need for security and control, and the need for close emotional relationships.

Much of what a person does is driven by these needs. Based on this, it can be argued that the first basic need of the client, which must be taken into account when setting up a service, is the need for a favorable attitude.

To understand a person's behavior when choosing who provides them with services, it is necessary to distinguish between two things: the service itself (and, if possible, try to understand what particular need the client wants to satisfy) and how it is provided. The latter, in fact, represents the relationship that the client meets and enters into with the people (firm) providing him with the service, so that one act of service contains two most important components - the service and the attitude towards the client.

There is one completely unique product that every person needs, and this product cannot be sold anywhere so concentratedly as in the service sector, and therefore in the hotel business. The name of this product is respect.

A service is a process that occurs between the client and the person or organization providing the service; it is deeply individual and even to some extent intimate. The service is consumed at the time it is provided. If the buyer is not satisfied with the product, he can exchange it for another or return the money; This is not possible with the service. Most often, it is impossible to objectively demonstrate to the client whether a service is good or not; only one criterion works - whether he likes it or not. A disappointed customer does not complain, but simply changes the seller. Disappointment is not a problem of the physical qualities of the service, it is a comparison of expectations and impressions received. It is clear that service quality is primarily a matter of contact or interaction.

Respect is manifested or lies in understanding, and therefore in anticipating and taking into account the desires or problems of the guest, especially those that he did not expect.

One of the attractions that encourages people to visit upscale hotels and boarding houses is the difference in everyday comfort - the desire to live for several days in a more upscale living environment than usual. This may be especially attractive for participants in conferences and seminars that are paid for not only by the participants, but also by the organizations.

Similar motives attract a person to a restaurant: high-class (not everyday) cuisine, emphatically polite service, aesthetics of eating and table conversation, increased prestige in the eyes of others, the opportunity to present oneself and look at the public, etc. Such non-trivial desires and motives attract the guest to make a choice in favor of this or that hotel, this or that restaurant.

A regular customer is a person who repeatedly uses the services of a particular enterprise (in our case, a hotel).

Working with regular hotel guests is one of the most important and profitable areas in the activities of the hotel marketing service. Those enterprises hotel industry Those who pay due attention to working with regular customers receive fairly high profits that are incomparable with the costs of carrying out this work.

Every modern hotel industry enterprise or chain hotel enterprises has its own approaches and tactics in carrying out this work, its own concept and advertising policy. However, there are basic principles that all participants in the hotel business should use, starting from small family hotels and ending with huge hotel corporations. The motto of any hotel should be as follows: “Every guest is the most important for the hotel,” the most important and most welcome, regardless of what room he occupied or what service he used. Hotel employees, by their attitude towards the guest, must show their respect for him and their gratitude for the fact that he chose their hotel, that he pays for their services and their hospitality. There are many signs of attention to a guest, let's consider some of them. To please the guest and make his stay at the hotel enjoyable, you need to know not only his name, but also his birthday, national characteristics, religion, his habits, desires and demands that he made during his past stay at the hotel, and much more that would allow the guest to be served at the highest level.

For successful development hotels need to collect information about those who have used the hotel’s services more than once.

Experienced managers create so-called “personalities”, where they reflect the habits and preferences of frequent clients. In some high-category hotels, a profile is created for each guest after his first stay in the hotel. Information about the guest is collected from all hotel services that had contact with him. This information is then summarized, analyzed, processed and entered into the data bank of the hotel computer system. When the client returns again, the receptionist service alerts all hotel services about his preferences and special requests.

This significantly improves the quality and level of service, as it makes the guest feel in a pleasant, almost homely environment.

Most highly appreciated labor will be the guest’s phrase: “I feel at home in your hotel.” You can imagine how nice it will be for a regular customer who usually stays at a certain hotel to receive his favorite newspaper without a reminder or pre-order.

The guest will be glad if they bring him the extra pillow and blanket that he asked for on his previous visit (again, without a reminder). A tall, regular guest will feel your special attention if his bed is set up in advance. A regular female guest will positively appreciate the fact that her room is additionally equipped with a special hanger for a skirt. It will not be useless to celebrate the next arrival of an important person (VIP) to the apartments of your hotel.

In hotels with world-class service, usually the manager or his deputy writes a message to the guest on a company postcard with greetings and wishes for a good time at the hotel.

At the same time, the manager instructs the room-service workers to set the table in the room with a bowl of fruit and champagne, which the guest prefers.

If a guest gets a better room on his fourth or fifth visit to the hotel, even at a discount, he will probably stay here for the sixth time.

Professional hoteliers who deal with regular guests also keep records that describe in detail which maid they prefer to clean their room, what their wishes are in terms of cleaning the room, putting linen and clothes in order. If guests have expressed a desire to assign a certain maid to the room in which they live, who knows their needs and habits well, this must be done.

It is advisable to remember the names of regular customers, not only for the Reception staff, but also for all personnel directly involved in customer service. The guest will be very pleased if the maid, who meets him in the hotel corridor, greets him by calling him by name. The international standard is to know all guests by the end of the day or shift.

Hotel management needs to maintain contact with their former guests by mail, informing them about special events, discount offers, and sending greetings on birthdays, major international and religious holidays. It is advisable to have information about marital status, profession, etc. in the guest data bank.

If a client’s birthday falls during their stay at your hotel, you need to give him maximum attention.

As a rule, this event is accompanied by congratulations and gifts (flowers, pie, cake with candles, a set of chocolates, souvenirs, etc.). It is necessary to make it clear to the guest that he is taken care of as if in his own home.

You should be tolerant of some of the oddities of guests and their sometimes bizarre requests and try to fulfill all their wishes, unless, of course, they cause material or moral damage to the hotel.

Currently, all high-class hotels offering world-class services, excellent rooms, excellent restaurants and bars, excellent health complexes, well-trained staff, have their own “Regular Guest” programs.

These programs are usually handled by special hotel marketing and sales departments.

 

It might be useful to read: