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Персонал гостиниц нуждается в умении брать на себя ответственность за эмоциональное состояние гостей

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Персонал гостиниц нуждается в умении брать на себя ответственность за эмоциональное состояние гостей Персонал гостиниц нуждается в умении брать на себя ответственность за эмоциональное состояние гостей Говорят «Зимой нет людей», так у вас же 15 человек зимой работает, что вы можете дать? А пока мы не начнем давать, зимой и не будет людей. Не люблю заниматься саморекламой, но надо держать уровень, чтобы давать уровень. Тогда будет успех.

Эмоции, полученные во время контакта с сотрудниками гостиницы, могут сформировать общее впечатление гостя от того или иного отеля. Поэтому очень важно, чтобы члены команды могли заряжать постояльцев только самыми хорошими эмоциями. Управляющий гостиничного комплекса «Таврия» Михаил Штейнберг считает, что видеть состояние гостя можно научить любого сотрудника, что в результате только поможет отелю достичь успеха. Об этом он заявил во время заседания Клуба отельеров и рестораторов Hoteliero™ на тему «Эмоции на службе у гостеприимства», которое состоялось в пятницу в ялтинском отеле «Palmira Palace».

«Мы все можем научить своих менеджеров видеть состояние гостя. Мы все можем и обязаны научить наших людей видеть состояние гостя. Знаете, как психологически это называется? Брать на себя ответственность за эмоциональное состояние человека, с которым я общаюсь. Второе – готовность к реакции, мы же можем подготовиться к реакции. Третье – у отеля есть ресурсы. У кого-то 1000 долларов на человека, у кого-то 100 гривен на человека, но ведь эти ресурсы надо просто подготовить. Кто-то может сразу ванну с шампанским набрать, кто-то просто теплую ванну наберет, но мы же можем научиться быть готовыми реагировать по определенным стандартам на определенные ситуации. Вопрос: почему мы этого не делаем? У меня есть мой личный ответ, но он может показаться грубым: тащиться от того, какие мы классные, гораздо проще, чем постоянно помнить, что гость своими деньгами платит за то, чтобы у нас все было хорошо. Крымский замкнутый круг.

Говорят «Зимой нет людей», так у вас же 15 человек зимой работает, что вы можете дать? А пока мы не начнем давать, зимой и не будет людей. Не люблю заниматься саморекламой, но надо держать уровень, чтобы давать уровень. Тогда будет успех. Я не знаю другого подхода, причем это не только гостеприимство, а любая компания держится на персонале», — уверен Михаил Штейнберг.


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