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Негатив со стороны гостя может быть для отеля… лучшим подарком

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Негатив со стороны гостя может быть для отеля… лучшим подарком Негатив со стороны гостя может быть для отеля… лучшим подарком Мысль о том, что конфликты с гостями могут пойти на пользу отелю, в ходе дискусии на тему «Эмоции на службе у гостеприимства» выразил директор по маркетингу курорта «Palmira Palace» Олег Фесенко. Главное рассматривать проблемы, которые возникают, как ресурс для усиления и развития отношений с клиентами.

Мысль о том, что конфликты с гостями могут пойти на пользу отелю, в ходе дискусии на тему «Эмоции на службе у гостеприимства» выразил директор по маркетингу курорта «Palmira Palace» Олег Фесенко. Главное рассматривать проблемы, которые возникают, как ресурс для усиления и развития отношений с клиентами.

«Вы знаете, что Ялта – самый несчастный город на Земле? Один большой психоаналитик к нам недавно приезжал, у нас была очень интересная встреча, он сказал интересные вещи. Он говорит: «Понимаете, почему все здесь такие психопаты, покалеченные? Представляем себе ситуацию: люди со всей планеты едут в курортный город избавляться от негатива. А вот этот негатив, от которого они избавляются, он куда девается? Он же не в море стекает, он остается в тех самых людях, которые этот негатив на себя принимают. Есть такое хорошее психологическое слово «канализация», как они его канализируют этот негатив? И вот мне неожиданно задали конкретный вопрос: «Что делать?». Есть конкретный ответ: оказалось, что нужно чаще делать хорошие штуки для своих собственных сотрудников. Корпоративы или еще что-то. Второй вопрос: какие критерии постоянно видеть, что мы справляемся с негативом, который создает гость? Опять же поделюсь, сошлюсь на нашего сотрудника, директора по сервису Елену Потоцкую, она постоянно всем клиент-менеджерам объясняет: негатив, конфликт с гостем – это подарок, что нет более благодарного гостя, который с ситуации тревоги, боязни, страха получил внимание, понимание и решение проблемы», — отметил он.

Есть и другой взгляд на данную проблему. Как пример, Олегом Фесенко была приведена дискуссия, которая недавно разгорелась между отельерами в сети «Фейсбук». Многие из них высказали мнение, что во время конфликтов с гостями нужно вызвать службу безопасности и выставить гостя за двери.

«С другой стороны, недавно некая дискуссия в «Фейсбуке», была на тему «Что делать, когда с гостем конфликт?». «Гнобить гостя, вызывать службу безопасности и гнобить» — вот другое мнение, присутствующее на рынке. Службу безопасности построить, вещи выставить из отеля, чтобы не выступал. И это рыночное мнение, это не один человек его выразил. Один взгляд нянчится с гостем, пока не даст ему внимание, а другой говорит – выставить за двери, чтобы голову не морочил».

Все докладчики согласились с мнением, что наиболее сложно превратить негативную эмоцию в позитивную, когда гость неправ, что бывает очень часто. Но если сотруднику все-таки удастся это сделать, гостиница окажется в выигрышном положении, поскольку постоялец автоматически превратиться в бесплатного рекламного агента этого самого отеля.


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