There are many reasons for this situation, but some slogans such as "the guest is the emperor" and "the guest is always right" have a bad influence on the guests and cannot be said to be a main reason. On the other hand, it is easy to cause employees' inferiority complex. Some employees said: "The guest is the emperor, then we are slaves." The guest is always right, then we are always wrong. ""guests are gods, we are not people. "Therefore, in order to continuously improve the service level of hotels in China, meet the normal needs of guests, protect the interests of guests, ensure the normal operation of hotels and protect the legitimate rights and interests of hotels and employees, it is necessary to give a scientific definition to the concept of' guests first'. What is "guests first", in fact, is to put the guests first, that is, to take the needs of the guests as the starting point of the service activities of tourist hotels and to pursue the satisfaction of the guests as the purpose of the service activities. The key is to "read" the guests. Only by fully understanding the guest's role characteristics, mastering the guest's psychological characteristics and providing comfortable and comfortable services can we impress the guest's heart and win the guest's recognition. First, the guests are people with a sense of superiority. Guests are the "food and clothing parents" of the hotel and the "God of Wealth" who brings wealth to the hotel. Therefore, in the communication with hotels, guests often have some leadership qualities, such as commanding, giving orders and being used to bossing others around. In a sense, the guests had a "leadership addiction" when they went to the hotel. Therefore, in the hotel service, we must treat the guests like leaders. First of all, we should show respect, attach importance to our guests, greet them and be polite. Secondly, we should show obedience and be willing to be "bossed" by guests. Always remember the creed that no matter how busy you are, you can't neglect your guests. Ignoring them is tantamount to ignoring your own income and the profits of the enterprise. Third, we should try our best to "perform", serve attentively, pay attention to details, pursue perfection and achieve the best results. Fourth, we must pay attention to strategy. Leaders sometimes mislead and make mistakes. In this respect, clever subordinates generally adopt tactful and implicit methods to help leaders adjust their instructions and correct their mistakes, so that they will not lose their authority, but also successfully complete their tasks. Therefore, when dealing with unreasonable demands or unwarranted accusations from guests, we should also pay attention to art and adopt the method of guidance and influence, so that guests can make their own decisions to change and feel the joy of using power correctly. Second, the guest is an emotional "free man". Hotels must be tolerant, put themselves in his shoes and provide humanized services. First of all, the hotel must fully understand the needs of its guests. The needs of guests are varied and rapidly changing, with the characteristics of diversity, variability and suddenness. Moreover, different guests have different levels of needs, and their dominant needs are not the same. This requires hotel staff not only to master the basic needs of guests, but also to analyze and study the personality and special needs of different guests; We should not only pay attention to the static needs of guests, but also observe the dynamic needs of guests at any time during the service process; We should not only grasp the explicit needs of guests, but also try to tap the implicit needs of guests. Only by fully foreseeing and accurately grasping the needs of guests can we provide comprehensive and door-to-door services and let guests have a good mood. Secondly, the hotel must fully understand the mentality of the guests. Because his behavior is not restricted by various professional norms, he will be particularly relaxed and emotional, and of course some weaknesses of human nature will be relatively exposed. In this regard, hotels should realize that guests are friends who need help and care, try their best to influence guests with their sincere and excellent services, try their best to find the excitement of guests and cultivate their good emotions, so as to maintain effective communication with guests, help them tide over difficulties and overcome some "defects". Love, sincerity, patience, carefulness and intimacy based on emotion are still the core of the hotel to impress consumers' emotions. Third, the hotel must fully understand the misunderstanding and fault of the guests. Due to the differences in culture, knowledge and physical, emotional and interest reasons, if the guests refuse to cooperate or take excessive actions because they don't understand the hotel rules or services, the hotel should give sincere and patient explanations. As long as the guests do not deliberately provoke, or damage the interests of other guests and the image of the hotel, or infringe on the human rights of employees and insult their personality, the hotel should give enough tolerance and understanding and make necessary comity and settlement. 3. Guests are people who come to seek enjoyment. Hotel service is not a necessity, but a kind of enjoyment. Guests come to the hotel to enjoy themselves, which is the most basic role of guests. As consumers, guests have the pursuit of "value for money" that consumers have. For modern hotels, we should not risk offering "discount service". No matter what reason guests come to the hotel, they all have the same requirement, that is, enjoyment. No matter how capable they are at work and at home, they always show "low energy" in their lives in restaurants. Therefore, hotel services must be fastened step by step to ensure comfortable and comfortable services for guests. First of all, hotels must provide standardized services for their guests. To do this: everything the guests see must be neat and beautiful; Everything provided to guests must be safe and effective; All hotel staff must be friendly and polite to guests. Secondly, hotels must provide differentiated services for their guests. When serving food, we should avoid the same pattern, but respond to the diverse and changeable needs and characteristics of different guests, provide personalized services and meet their personalized needs. Third, hotels should strive to provide extraordinary services to their guests, that is, to give them unexpected or unprecedented services. Under normal circumstances, guests will have certain expectations according to their personal needs, past feelings, hotel advertisements and rumors before spending. After receiving the service, the guests will form a real feeling about the service and compare it with the expected value. If the two are equal, you will be satisfied. When the actual feeling value is greater than the expected value, it will produce surprises, so as to achieve real enjoyment. Of course, it is impossible for all guests to have a pleasant experience, but it is necessary and possible for important guests and regulars to feel this way. Fourth, the guest is a face-saving person. This is one of human nature and a common psychological phenomenon. This is especially true as a hotel guest. Almost all the guests like to show themselves and appear smart, hoping to get special attention and special treatment. In this regard, the hotel must build a "stage" for its guests, provide them with opportunities to fully express themselves, and make them feel more superior and proud in the hotel. First of all, the hotel must create an elegant environment and a strong service atmosphere for its guests, so that they can feel like a "noble home" to show their identity and status. To this end, the hotel must strive to achieve reasonable design, exquisite decoration, elegant layout, neat store capacity, orderly and cordial service. Secondly, hotel staff should know how to appreciate and praise guests' art moderately and be good at discovering the bright spots of guests. For example, if a guest quickly orders a dish without looking at the menu, you should praise him or say, "Indeed, this dish tastes good. You really have a good eye. "When guests comment on certain dishes, you should express admiration and respect and respond accordingly. Don't forget to call him a gourmet. Thirdly, hotel staff must pay attention to the guests as their friends, truly embody a sincere spirit of humanistic care, and create a noble realm of "special love for special you". To sum up, if you want to use slogans to express the concept of "guests first", it is better to express it as: "guests are leaders and guests are friends"; Everything we do is to satisfy you (guests).