The day before yesterday, my friend told me a story he had experienced.

My friend Lao Tian often travels to Anshan and has lived in many hotels. A few days ago, he went to Anshan again. In order to find a hotel that can live more conveniently and stay in the future, he is not too far from the railway station and the commercial district, and is newly renovated. Of course, a hotel with a good price is still in the hotel.

Staying at this hotel for a day, Laotian really feels good. He deliberately went to the front desk of the hotel to find out if he could sign an agreement? The receptionist replied that our hotel did not sign the agreement. Laotian ate a closed door, still thinking, many hotels are trying to sign an agreement with the customer, in order to pull the guests, why not sign the agreement here?

Laotian lived for two days, and everything was done. I bought a train ticket that was more than three o'clock in the afternoon and left. At 10 o'clock in the morning, he made a phone call to the front desk of the hotel according to the past habits, saying that he had to delay the release to 2 pm. What he did not expect was that the waiter said that the hotel could not check out late. Laotian has repeatedly said that my train at 3 pm will not affect you at 2 o'clock. Besides, there are many hotels that delay check-out. The waiter said very simply, each hotel has its own rules. Laotian said, I am not difficult for you, please ask your leader and you. Or give me the call from your leader. Just put the phone down.

After waiting for a while, the front desk called and the waiter gave the mobile phone number of their front office manager to Laotian, and let Laotian find their manager.

Laotian immediately called the manager of the hotel. He thought that this was a small matter and there should be no problem. However, unexpectedly, the manager said that the hotel does not have a late check-out rule, it is really unacceptable, please understand. Laotian repeatedly explained the reasons, and said that I will come back to live in the future, and other hotels will do the same, but they will not help, the other party is a sentence, this is the hotel's regulations.

Laotian had to check out on time. He took his baggage and came to the station, spending two hours in helplessness, depression, boredom and anger.

After the story is over, I saw from the eyes of Laotian that he will never stay at this hotel again. I also saw from that look, he told me that you should not go to that hotel.

The story is finished, but my thoughts have not ended because of the sensitivity of the profession.

All along, the hotel industry has a common practice, that is, the guest's check-out time is limited to 12 noon on the day of the day. If it exceeds 12 o'clock, it will add half a day's room rate. If it exceeds 18 o'clock, it will add another day. Because of this practice, many customers have no choice but to take their luggage to eat, and there is no place to take a break at noon, so they have to go to the train station or the street to "walk" to kill time. Although it is a practice, in fact, this practice has been quietly broken in recent years.

As far as I know, in many cities, generally when the hotel room is not tight, if the guest asks for late check-out, it will be basically satisfied, and can be delayed for one or two hours without additional billing. This will prevent guests from checking out at 12 o'clock at noon, so that guests will check out their luggage and eat, or go to the street to kill time.

The hotel's delay in checkout is not only convenient for guests, but also provides guests with personalized service, and will also win the guests' feelings. Guests are more willing to stay again, thus improving the hotel's occupancy rate.

In fact, for the hotel, late check-out is not difficult. If the hotel is not satisfied with the same day, it is completely possible to delay the check-out for individual guests. Especially nowadays, business guests account for a large proportion of the guests staying in the hotel, and they have a lot of business activities that cannot be completed at noon. The late check-out will provide guests with a lot of convenience.

In the highly competitive hotel industry, people are trying to satisfy all the legitimate requirements of the guests in order to win the favor of the guests, but also to retain the guests. A lot of times, it is a small matter that affects and influences whether the customer will consume again.

Especially in the current world financial crisis, the hotel is still operating with the so-called customary, hotel regulations, and the guests who have already had a good impression on your hotel, it is not destroying their own consumer groups. ?

In the financial crisis, some hotels, while shouting financial crisis, business is not good. On the other hand, it hurts the guests again, so that the existing guests have to run away. I once said that hurting a customer is helping a competitor. The hotel should better study the needs of guests, study the feelings of guests, and introduce some policies to promote consumption, promote business, and be welcomed by customers, and cultivate the hotel's own market. This is the foundation for improving efficiency.

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September 29, 2018