Super Resort Tycoon

Extreme service

"Are there many cases like this? Adrian!" Li Yang asked.

"Well, it's okay, our hotel has also received many royal nobles, most of them will have a lot of requests when they come here, you know, the service purpose of our hotel is to do everything possible to meet any needs of customers, you can't say no!

But there are not many such large-scale changes.

The last time such a large-scale modification was to receive the Saudi royal family, the project volume was even larger than this time, and we even temporarily converted two of them into private kitchens. " Adrian said with a smile.

Li Yang nodded. After all, there are many people in this world who have the money to satisfy their self-willedness, but there are not many people who like such self-willedness.

"Such a large-scale adjustment requires procurement costs, labor costs, and room operating costs that have been delayed before and after. This is not a small amount!" Li Yang said, "Are these costs prepaid by Her Royal Highness? "

Li Yang made a rough calculation. There are about [-] guest rooms on the eighth floor, with an average price of [-] euros per night. The seven-day stay plus the time taken for the front and back renovations is almost half a month.

Then the room fee alone in the past half month is about 270 million euros, equivalent to more than 2000 million yuan, and this does not include the cost of redecorating furniture and labor.

You must know that the price of those furniture is absolutely priceless, and the labor cost here is also scary high. It is conceivable that this princess will spend tens of millions of RMB on a shopping trip to Paris.

This is really stupid. I am afraid that there are not many people who dare to spend such money in this world.

"Well, the princess will pay a part of the deposit first, and then the rest of the bill will be settled after she arrives!" Adrian said.

"What if the princess can't come due to something?"

"As honorable as this princess is, and she is our regular customer, we usually charge a certain percentage of deposit first. If the princess is temporarily unable to come, all the expenses incurred during this period will still be borne by the princess, and she will not break her promise.

If it is the first time for a new customer, we will consider it according to the actual situation and require you to pay a corresponding proportion of the deposit! said Adrian.

Li Yang nodded, this is more reasonable, otherwise everyone would make such unreasonable demands and then cancel the check-in, and the hotel would have to close after a few times.

"Be sure to confirm every detail of the room. All the old and worn places must be repaired. Jeffrey, you have someone recheck the lights in Suite 812. I just saw that there is a lampshade that is very different from the other two. Big!" The speaker was a middle-aged woman with short hair.

She is carefully supervising the work of the employees, checking every detail of the room.

She is Anne Barnes, the room manager of the hotel. Li Yang has met her once before. She is also an old employee of the hotel. Presented the most perfect side.

"Annie, come here!" Adrian greeted.

Annie looked over, but when she saw Li Yang coming, she walked quickly and said with a smile: "Good morning, boss!"

"Good morning, Annie, I brought you a lot of students this time. In the next period of time, they may follow you to learn and understand all our service standards and procedures. I hope you can patiently guide them!" Li Yang He shook hands with Annie and said.

"No problem, if you want, you can follow me now, we have a lot of work to do here!" Annie said.

Li Yang turned around and gestured to He Xiaoxiao and the others behind him, and everyone immediately followed Annie and walked towards another guest room.

After a long time, Annie held a meeting of the service department, and Li Yang also attended.

The reason for the meeting was that not long ago, the reservation department had just received a special reservation that an internationally renowned movie star would stay here for a month.

"That's right, we will officially settle in a week later, and the time will be 30 days! I will stay alone, and the other party's request is that there must be a private fitness room! According to his request, we helped him choose the 620 royal suite, and we can use one of them The bedroom is transformed into a fitness room!" said the employee of the reservation department.

"Okay, has the other party made any specific requests for fitness equipment!" Anne Barnes asked.

"Yes, he will send the list to our mailbox later!"

Annie nodded and looked at the assistant beside her: "Communicate with the technical department later to determine the detailed transformation plan and timetable!"

"Yes, ma'am!"

"Jenny, please collect the detailed information of this customer later. I hope we can learn more about his personality and preferences. Although he only asked for a fitness room, our aim is to use Surprise service beyond the customer to impress him.

Especially for this kind of first-time customers, we should provide the most extreme service.

In addition, the customer service department will contact the customer again, communicate in detail, and see if the other party has other needs! "Annie began to assign work in an orderly manner.

Li Yang listened very carefully. He knew very well that such a well-established hotel like the George V Hotel can stand for nearly a hundred years and attract celebrities and rich people from all over the world to stay here precisely because of its top-level service.

Just like what Li Yang said when she met Anne Barnes for the first time, they will treat every guest staying here as the object of their love, get to know each other in detail, and try every means to please They can even remember the preferences and personalities of each customer, and know them better than themselves.

This is also the reason why the hotel has a large number of loyal customers, because for those really rich people, the so-called external luxury has long been a common thing for them, and it is nothing more than normal.

But the home away from home experience and the feeling of being at home are the main reasons why they continue to choose here.

Looking at the entire Paris, there are hundreds of hotels comparable to the George V Hotel. If you want to gain a foothold in the highly competitive hotel industry, of course you must strive for service.

After the meeting, Annie took her assistant to inspect the guest room, and He Xiaoxiao and others followed behind to visit and study.

According to Assistant Anne's introduction, she inspects the guest rooms dozens of times almost every day, especially the rooms that have just been checked out and cleaned up, to ensure that each room is in the most perfect state and welcome its next guest .

"Who is in charge of this room?" Annie asked with a serious face after checking a guest room.

"It's Selina!" said the assistant.

"Let her come over!" Annie said coldly.

Selina was quickly called over. She looked at Anne nervously. She knew very well that she must have done something wrong, and she was thinking about what went wrong.

"These flowers have withered, and I'll ask someone to replace them immediately. I hope I won't see the same problem again next time!" Annie said sternly. She sometimes seems very mean when dealing with work, but that's exactly what happened. Only then has the service quality of the room department been guaranteed.

In her opinion, service is the most difficult job in the world, and those who do service work must be more careful than engineers, so as to ensure that there will be no problems in any detail.

The service process is like a precision instrument in operation. Any small hidden danger may leave dissatisfaction factors in the hearts of customers. Once these factors are planted, they may explode at any time.

For example, the customer just happened to be in a bad mood today, or the service staff just happened to fail to handle any service details, which would instantly detonate the dissatisfaction factor, and all previous efforts would be in vain.

If you do well enough, you can greatly reduce customer dissatisfaction, and even help guests who are in a bad mood, and gain a good mood here, so that guests are willing to stay again.

"Also, are there any guests staying here tonight?" Annie asked again.

"Yes, ma'am, it's a Mr. and Mrs. Gail!" Selina said.

"Then let the customer service department contact the two customers to find out if they have any requirements for flowers and what kind of flowers they like!" Annie said.

"Okay ma'am, I'll do it!"

……

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(End of this chapter)