During the Spring Festival, I took my parents to travel in Shanxi, starting from Taiyuan and going all the way to Datong.
Facilities: The price is not high, the cost performance is very high, and the facilities are complete.
Room hygiene: The room was very clean when I checked in. But today, when I went out and returned to the room, I found that the bathroom was not cleaned. When I went out, I specifically asked the front desk to clean the bathroom, and I also heard the front desk attendant telling the guest to clean the bathroom on the phone. I called the front desk twice, with a 5-minute interval in between, and no one came to clean for a total of about 10 minutes. The guest room responded very slowly. And the toilet brush that had just been brushed in front of the guest dripped all the way to the water bar in the room. There was dripping water from brushing the toilet next to the suitcase. In Figure 1, the toilet water on the ground was reflective, and it was done with just a mop. This fooling operation was not carried out behind the guests. There was hair on the TV panel in the room when I came back, and the cleaning towel was mixed.
Environment: The environment is OK according to the price. Quiet and comfortable.
Service:
1. The restaurant service is very good! The hot pot on the second floor of the first meal after check-in was clean and sanitary, tasted very good, and the price was not high. It's worth tasting. There are rich varieties of breakfast, both Chinese and Western, and there are also freshly made knife-cut noodles stalls. There is a big sister named Zhao, who is very friendly💯, and she is very enthusiastic. I see the enthusiastic Datong people in her!
2. The front desk has the worst service in the hotel industry among the 23 provinces I have visited in the country! ! Ctrip has never met such a weird front desk supervisor in 19 years.
① When checking in, there were no other guests at the front desk. After handing the ID card to the female supervisor at the front desk, she asked the name of the person who made the reservation with the ID card in her hand. I was confused for a while and said it was on the ID card. She asked the name of the person who made the reservation for the second time. Is the hotel front desk supervisor illiterate? Booked 2 rooms, and asked me if I should open one first? Three people have ID cards in hand to open one? I want to ask the hotel management about this sentence, how did they train these questions?
② Handed me the room card and said it was OK. I asked if I could use the room card for breakfast? She said the breakfast voucher was in the room card. (The breakfast coupon is on the back of the room number paper) They didn't tell me what time the meal started, which floor the breakfast was on, how to get to the guest room from the left and right elevators, where the bathroom was, and whether to use the room card to go to the bathroom. Everything depended on the guests themselves.
③ Aren't these questions asked by the guests the most basic things that the front desk should tell the guests? Are they beyond the scope of the front office's work? Also pay attention to the small actions of receiving guests.
④ When dining in the restaurant, the front office supervisor brought a fruit plate and asked me to explain. He said explanation, not apology. He said it was busy during the Spring Festival, and there was no disrespect. I didn't let him continue, and directly said that there were no other guests when I checked in, so there was no reason to be busy. When asking me the reservation information for the second time, he stared at the guest and asked while flicking his right hair. These small actions that disrespected people, to be honest, I was so angry at the time, but I thought that it was also the seventh day of the first ***** month when I took my parents out for a trip, so I endured it. The fruit plate was not eaten. Eating people's hands is short, which affects the truthful evaluation.
Summary: In the era of short videos and evaluation drainage, the market economy is down, and the competition pressure of competing products is high. Hotels should pay more attention to the quality education of employees. Although we are in the service industry, we respect each other. If you want to run a good business, you still have to pay attention to word of mouth!