Super Resort Tycoon

"Does this happen frequently? Adrian!" Li Yang asked.

"Well, it's okay. Our hotel has also received many royals and nobles. Most of them will have a lot of requirements when they come here. As 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 large-scale changes like this.

The last time such a large-scale change was to receive the Saudi royal family, the amount of work was even greater than this time, and we even temporarily transformed two of them into private kitchens."Adrian said with a smile.

Li Yang nodded. After all, there are many people in this world who can have money to satisfy their own willfulness, but not many people like this waywardness.

"Such a large-scale adjustment, the procurement costs, labor costs, and the delayed guest room operating costs are not a small sum!" Li Yang said, "Are these costs prepaid by Her Royal Highness? "

Li Yang roughly calculated that there are about 30 rooms on the eighth floor at an average price of 6,000 euros per night. The stay for seven days plus the time spent on decoration before and after is almost half a month.

So the single room fee for this half month is about 2.7 million euros, which is equivalent to more than 20 million yuan, which does not include the cost of furniture and labor for refurbishing.

You must know that the price of those furniture is definitely priceless, and the labor costs here are also scary. It is conceivable that a shopping trip to Paris by this princess would cost a full tens of millions of RMB.

This is a real trench. I am afraid that this world can have such a pomp, and there are not many people who dare to spend such money.

"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 do anything temporarily?"

"Like this princess, she is an old customer. We usually charge a certain percentage of deposit first. If the princess does not come temporarily, all the expenses incurred during this period will still be borne by the princess. She will not go back.

If it is the first time a new customer, we will consider the actual situation and ask for a corresponding deposit!Said Adrian.

Li Yang nodded, it made more sense, otherwise everyone would make such an unreasonable request 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 worn and old places must be refurbished. Jeffrey, you will take someone to recheck the lamp in Suite 812. I just saw a lampshade that is very different from the other two. Big!" The speaker was a middle-aged woman with short hair and capable.

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, and Li Yang has seen it once before. She is also an old employee of the hotel. She is very capable. It can be said that the hotel’s guest rooms are for every customer under her careful management. Presented the most perfect side.

"Annie, come here!" Adrian greeted.

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

"Good morning, Annie, I have brought you many 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 give them a patient guidance!" Li Yang Shook hands with Annie and said.

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

Li Yang turned around and motioned to He Xiaoxiao and the others behind him, and everyone immediately began to follow Annie to another guest room.

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

The reason for the meeting is that not long ago, the reservation department just received a special reservation, and an internationally renowned movie star will be stationed here for a month.

"Yes, I will officially settle in a week later, the time is 30 days! Check in alone, 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, we can choose one One bedroom was transformed into a fitness room!" said the employee in the reservation department.

"Okay, did the other party put forward specific requirements for fitness equipment?" Anne Barnes asked.

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

Annie nodded and looked at the assistant aside: "I will communicate with the technical department later to determine the detailed renovation plan and timetable!"

"Okay, ma'am!"

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

Especially for such 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 seriously. He knew very well that old hotels like the George V Hotel can stand for nearly a hundred years and attract celebrities and wealthy people from all over the world to stay here because of its top-notch service.

Just as Li Yang said when she met Anne Barnes for the first time, they would treat every guest staying here as the object of their love, to understand each other in detail, and do everything to please They can even remember the preferences and personalities of each customer, so as to understand them better than themselves.

This is also the reason why the hotel has a large number of loyal customers, because for those who are truly rich, the so-called external luxury is already something they usually see, and it cannot be more common.

But the home away from home experience and the kind of homely feeling like 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 fiercely competitive hotel industry, you are sure to fight for service.

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

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

"Who is responsible for this room?" Anne asked with a serious face after checking a room.

"It's Salina!" the assistant said.

"Let her come over!" Annie said coldly.

Salina was called over soon. She looked at Annie nervously. She knew very well where she had not done a good job. She was reflecting on what went wrong.

"These flowers have withered, so they will be replaced immediately. I hope I won't let me see the same problem again next time!" Annie said harshly. She sometimes seems mean to work, but it is also true. Only to ensure the quality of service in the guest room department.

In her view, service is the most difficult job in the world, and it is even more serious than an engineer to do service work, so as to ensure that there are no problems in any detail.

The service process is like a sophisticated instrument operating. Any small hidden danger may leave a factor of dissatisfaction in the mind of the customer, and once these factors are planted, they may break out at any time.

For example, if the customer happens to be in a bad mood today, or if the service staff happens to have any service details that have not been handled properly, this dissatisfaction factor will be instantly detonated, and all previous efforts will be in vain.

If you do well enough, you can greatly reduce customer dissatisfaction, and even help guests who are in a bad mood, get 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 gentleman named Gail and her wife!" Salina said.

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

"Okay, ma'am, I will do it now!"

...