How to deal with the problem of guests bringing their own drinks

Error response: 1. Sir, we are not allowed to bring our own drinks. 2. I'm sorry, sir, the hotel stipulates that guests can't bring their own drinks, otherwise a 20% corkage fee will be charged. Sir, you can bring your own drinks, but there is a 20% corkage fee. The diagnosis of the problem: "Sir, you are not allowed to bring your own drinks here", which is too direct. If you don't give the guests a step, it will make them feel embarrassed and arouse their confrontation with us. "I'm sorry, sir, but the hotel stipulates that guests can't bring their own drinks, or they will be charged a 20% corkage fee." And "Sir, you can bring your own drinks, but you have to pay a 20% corkage fee." Both statements mentioned the corkage fee, while the former statement used the hotel's regulations to bully the guests and made them very disgusted. In the dispute of refusing guests to bring their own drinks, especially hotels have the most complaints about bottle opening fees, which should attract the attention and concern of hotel operators. Service strategy: whether the hotel industry can refuse guests to bring their own drinks into restaurants has been discussed by many domestic media, and different people have different views. In foreign countries, there is a tacit understanding between catering enterprises and guests, and guests generally do not bring their own drinks to restaurants to drink. The industry standard of tourist hotels formulated by China Tourist Hotel Association has also made such a requirement in Article 29, which stipulates that "hotels may refuse guests to bring their own drinks and food into restaurants, bars, dance halls and other places to enjoy, but they should set a refusal notice in a prominent position in relevant places". Here "you can refuse", but in fact you can't refuse. At present, many local hotels do not refuse guests to bring their own drinks, and even turn this practice into characteristic and differentiated marketing, which is determined according to the business ideas of different hotels. Now in the dispute of refusing guests to bring their own drinks, the hotel is undoubtedly passive. As far as this case is concerned, whether the restaurant refuses or allows customers to bring their own drinks, it is suggested to pay attention to the following points: it is necessary to express and inform the guests in advance. Fully respect the guests' right to know and to choose independently. For example, when a guest orders, he should take the initiative to explain the restaurant's practice. The small sign "No Drinks" should be put in a conspicuous place. When the guest enters the door, if the waiter sees it, he should ask whether to store it. When he meets the individual requirements of the guests, he should negotiate patiently, politely refuse to bring drinks and explain the reasons. Service personnel should pay attention to service attitude and language expression. You can learn from the practice of some foreign restaurants and display the menu at the entrance of the restaurant, so that guests can know the dishes and services provided by the restaurant before entering the store. If it is agreed that guests can bring their own drinks, they must be reminded of their responsibilities, especially the large amount of drinks brought by guests who hold activities of considerable scale. It is necessary to reach an agreement with the guests in advance on health and safety, use safety, management safety and loss safety. Shops here should also pay attention to the fact that if something goes wrong, the restaurant still has to bear the responsibility of paying attention. According to the situation of different hotels, the "additional service fee" can be charged appropriately, but we must pay attention to the acceptance of guests and the appropriate method of informing in advance. Language template: Waiter: Sir, we sell drinks here. All our drinks are delivered through formal channels with strict quality assurance. The reason why guests are refused to bring their own drinks is for safety reasons. Please understand our practice and thank you again for your support and cooperation. Attendant: (If the guest insists on drinking your own drink) Well, sir, I understand your feelings very well. If you insist on drinking your own drinks, do you think the service charge of your drinks 10% should be ok? Ask the guest for permission, but if you don't accept it, you will be flexible. Don't be unhappy with the guests. At the same time, let the guests know that you can't bring your own drinks in the store. I hope he won't bring his own drinks next time. Thank you for your understanding and support of our work. Enjoy your meal! Viewpoint: sensitive issues, flexible response, remember: don't crush guests with hotel regulations.