next, I will explain how to use the internet rules to run hotels and homestays well from several aspects.
an efficient and efficient martial arts, only fast is not broken. Efficient and fast is the magic weapon for the survival of the Internet, and it is also applicable to the operation and management of inns and homestays.
We can often meet such a situation. The front desk handles a check-in procedure for the guests, dragging its feet, and the guests are tired of waiting, and the formalities have not been completed yet. Saving guests' time is a kind of respect for guests. Many hotel staff are not aware of this. They are used to doing their work in their own way. On the page where to go to the inn, the guest asks a question, and it is often seen that the inn will reply after three days. When the guest went to the private letter inn in Weibo to inquire about the price and specific information, the inn did not reply in time. By the time the reply comes, the guest has already booked another home. In the above situation, on the one hand, the guests feel that they are not respected, and on the other hand, the patience of the guests has a time limit. Beyond this time limit, negative emotions such as impatience will occur, and the goodwill towards the inn will decline. Here I summed up a three-minute rule to solve the guest's needs within three minutes.
Three-minute rule Check-in and check-out procedures should be completed within three minutes, hot water should be provided in the guest room within three minutes, the articles required by the guests should be delivered to the room within three minutes, the guest's consultation should be answered within three minutes, and the guest's order should be confirmed within three minutes. The shorter the time to keep guests waiting, the easier it is for them to have a good impression.
how can we be efficient and fast? Take check-in and check-out procedures as an example, and want to be efficient and fast. There are four problems to be solved.
1 simplify procedures and remove unnecessary procedures.
2 make preparations in advance, such as calculating the room rate in advance and preparing small change. Fill in part of the check-in form and deposit form in advance. Arrange and set up the room card. Ensure that the authentication equipment or POS machine works normally.
3 communicate with the guests in advance and know when the guests will arrive at the store and check out.
4 enhance employees' awareness of efficiency and rapidity. Quick response, quick response.
Second, the sense of Engagement builds a sense of participation system, and the system and process of opening inns and homestays are "I will do it myself and we will do it together".
I believe everyone often hears the word sense of participation, which is one of the most important marketing concepts of Xiaomi, an Internet mobile phone brand. Li Wanqiang, co-founder of Xiaomi, wrote a book called Sense of Participation.
The consumption concept has changed from functional consumption-brand consumption-experiential consumption-participatory consumption. Guests from simple accommodation (a bed is enough) to choosing a brand store accommodation (going to live in a famous store), to experiencing the life of an inn and lodging, and then to participating in the construction, planning, formulation and operation of the inn and lodging.
it is limited to participate in the brand image communication of inns & B. The brand image communication of inns & Bs only depends on its own communication. It is necessary to drive guests, open the communication system, let guests participate, and complete the communication with inns & Bs together. The guests are very willing to help the inn b&b complete the communication. The premise is that guests have a good sense of staying experience during their stay. On this basis, through certain forms of activities to stimulate guests' participation, such as sending nine pictures in Weibo and WeChat Inn, guests will have the opportunity to participate in a lucky draw or give a gift.
participate in the price setting and write this sentence. I think most people frown and say how this is possible and how the price can be set by the guests. Don't worry, keep looking down. Most of the current pricing of inns and homestays is still an extensive pricing. For example, when adjusting the peak season price, most of them are adjusted with reference to the surrounding areas or based on past experience. It has not yet entered the pricing of smart data based on data, such as regional passenger flow big data and hotel passenger flow big data. Of course, today is not mainly about smart data pricing, and smart data pricing will be written later. In the era of extensive pricing, part of the room price system can be made public, so that guests can participate in determining the price. So how do we get this thing to land?
The sense of participation itself is also an event spread, so plan it as a marketing activity. Take the room as an independent product and let the guests decide the price through online voting and other forms.
The names of participating names include the names of inns, guest rooms and even new dishes. Send out invitation messages on platforms such as WeChat or Weibo, let the guests name and give them a chance to show their talents. After the guests participate, they not only have a sense of participation, but also have a sense of accomplishment and pride, which closely connects the guests with the hotel.
of course, building a sense of participation is not just the above three examples. There are many things that can make guests feel involved in the operation of the inn.
Three Personalized standardized things have no temperature, while personalized things convey a kind of warmth, which is also the spiritual representative of inns and homestays.
Individualization, popularization and standardization are opposite to each other. With the transformation and upgrading of consumption scenes and consumption concepts, users are increasingly pursuing personalization. "I refuse to popularize standardized things, and personalization is what I want."
service personalization personalized service not only meets the sexual needs of guests, but also actively provides targeted services for guests according to their characteristics and special needs. The personalized service of inns and homestays is a standardized and programmed service for hotels. A differentiated flexible service based on basic services. Treat each guest as an independent individual and provide a service for each individual.
how to provide personalized service? ① The inns and homestays should have personalized service awareness and personalized service content. Can provide targeted services according to the special situation and individual situation of guests. If the guest arrives at the store in the early hours of the morning due to the delay of the plane, the boss personally cooks a midnight snack for the guest. (2) break the routine and provide services from a different angle of thinking. ③ Collect guest check-in information and pay attention to guest check-in habits, and provide targeted services according to guest preferences. For example, the cleaning staff cleaned the guest room and found a circle of toilet paper wrapped around the toilet. The cleaner reported this to the store manager, who sent someone to buy some toilet seats and install them on the toilet. The boss appropriately delegates power to the staff in some matters. So that the staff can be more flexible in service.
room name personalization If a room is regarded as an independent individual, it should be given something personalized. The name of a room is the soul of the whole room, and it is a highly condensed information of the whole room. It is necessary to reflect the characteristics and selling points of this room more. At present, most inns and homestays use numbers instead of room names, such as rooms 25 and 38. This kind of room name is easy to manage, but it also has some defects. Because of the small size of the rooms, it is possible to name the rooms separately. Unlike a hotel with 2 or 3 rooms, it is unrealistic to name them individually.
some methods of naming: the naming of the room should be highly consistent with the design style of the room (such as classical, European, thematic, etc.) and the functionality of the room (sea view, mountain view, lake view, starry sky view, etc.).
For example, the imagery of the Book of Songs is systematic: Jia Jian, Guan Ju, He Ming, Qiong Opera, etc. Systematic solar terms: Jing Zhe, Bailu, Grain Rain, Autumn Equinox, Summer Solstice, etc.
to standardize the language "hello, sir." "Hello, madam." This is a sentence that is often heard in hotels. Standardization is a polite expression, but it lacks a temperature. The hotel creates the atmosphere and feeling of home. The relationship between the hotel and its guests is more like a friend than the object of service and service. The relationship between the two parties determines the different use of terms.
The terminology should be standardized, but it is polite but human:
1. The appellation should be standardized. Don't call Mr. when you meet a male guest, call Ms. when you meet a female guest. It can be called, "Sister Wang, come here?" "Li Ge, how did you sleep last night?" Close the relationship with guests through the change of address.
2 welcome next time. Sister Wang, let me know in advance when you come next time, and I'll get the room ready. Uncle Zhang, be careful on the road and come to play next time. "Communicate with the guests in more warm words.
Lessismore. It is far better to concentrate on two or three (or even one) channels than to do more than a dozen channels.
"Less is more", that is, "Less is more", was a saying made by an architect in 193s. When designing, it advocated simplicity and opposed excessive decoration. This sentence is similar to Laozi's "Avenue to Simplicity". Simplicity is an idea. The concept that less is more is also instructive in the hotel industry.
channel construction some time ago, I chatted with an innkeeper and asked what channels are being sold now? The boss thought about it and said,' Our inn can be found in all sales channels. Where to go, Ctrip, eLong, Meituan, glutinous rice, Tongcheng, Go, Mango, Agoda, Booking, etc., the boss said more than a dozen channels in one breath. So how are we doing now? The boss took a breath, and the occupancy rate is not so good recently. Although there are many channels, some channels don't come for ten orders a year. "I think you will also encounter such a situation. There are many online channels, and almost all the channels can be used. It is always good to cast a net and catch more fish. But is this thinking really right? In terms of channel construction, I don't agree that casting a net can catch more fish. Before analyzing this problem, let's first understand how guests book rooms through channels. Taking OTA (Ctrip, Qunar, Yilong, etc.) as an example, the higher the ranking position of the inn and hotel when searching for the destination, the higher the booking rate. There may be dozens of pages in the pages of a local inn, and guests have no patience to go page by page. They just look for their satisfaction from the previous pages. When the rooms in the first few pages of the hotel are basically saturated, the flow of passengers can only be left in the hotel behind, and reservations can be made. If the inn ranks in dozens of pages, it will be understandable if there are not many orders. For the hotel itself, if more than a dozen channels are opened at the same time, because it is necessary to maintain the consistency of omni-channel information, one by one to modify the room status and one by one to adjust the price, the energy will be dispersed, and there will also be troubles caused by omissions. For example, in the peak season, when a certain channel is closed in the peak season, there is an order phenomenon. It is far better to concentrate on two or three (or even one) channels than to do more than a dozen channels.
Pay attention to the value of a single room. An inn with only 8 rooms has more profit than a 2-room inn in a year. We often hear such things. 8 rooms generate value > 2 rooms generate value, which fully illustrates the importance of quantity optimization value. With the change and upgrading of consumption concept, it will become more and more difficult to think in volume, unless there are unique channels, such as tour groups. In order to generate more profits, the key is to pay attention to the total value of each room in one year: price *365* annual occupancy rate. Instead of the total value generated by all rooms in one year, is it a detour to say so much? In fact, it is very simple, that is, we should focus on the value that every guest in every room can generate, instead of always thinking about taking the quantity. If the quantity is more, the natural profit will be more. An important direction for the future development of inns and homestays is to be small and beautiful. The number of rooms may be around ten, but each room is unique, not copied and pasted.
Xie Xue, a columnist of Yinghui Inn Group, has written many articles about the operation of inns and homestays.