How to write the case of hotel room service

Case Yao is a college student who just graduated from Tourism College. He was assigned to a hotel room service center to start exercising at the grassroots level. Today is his second day in the room service center, and it's his turn to work the night shift. Not long after the succession, the phone rang. Xiaoyao picked up the phone and said, "Hello, room service center, go ahead." "Get up at 5: 30 tomorrow morning." The hoarse voice of a middle-aged man. "Wake up at half past five, right? All right. No problem. " Xiao Yao knows that although waking up is a matter for the switchboard, the one-stop service concept and the first question responsibility system require him to accept the guest's request first, and then tell the switchboard immediately, so he agreed without hesitation.

When Xiaoyao connected to the switchboard, it suddenly occurred to him that he had forgotten to ask the guest's room number just now! Looking at the phone keyboard again scared him into a cold sweat-this phone doesn't have a number display! Xiaoyao was immediately flustered and immediately explained the matter to the switchboard. The switchboard report can't find the room number either. So Xiaoyao's foreman immediately reported to the manager on duty. Considering that it is already midnight, it is not good for the manager on duty to ask around from room to room. According to the guest's request to wake up early in the morning, it is estimated that nine times out of ten the guests will catch a plane or train tomorrow morning. Now I have to hope that the guests can wake up their mobile phone settings. Otherwise, we can only wait for the complaint.

At 7: 30 in the morning, a sleepy guest came to the front desk and complained that the hotel didn't wake him up as he asked, which made him miss the plane. His expression was depressed and angry. The assistant lobby manager, who had been waiting in the lobby, immediately stepped forward and invited guests to the lobby cafe to receive complaints.

It turned out that this guest spent the night in the provincial capital from suburban county, and was ready to rush to the airport early in the morning to join the tour group organized by the travel agency, and then travel by plane. Unexpectedly, when he asked for a wake-up, he thought that the waiter could know his room number from the phone number display screen, so he omitted the report.

The hotel immediately contacted the travel agency to discuss remedial measures. The travel agency promised that the guests could join another tour group the next day, but today the guests are responsible for booking gold and 270 yuan at the tourist destination. Next, the result of the hotel's treatment is to pay the deposit for the guests, and at the same time let the guests stay in this hotel for one night for free, exempting the guests from the room fee last night. In this way, because of a wake-up mistake, the economic loss of the hotel is counted as 790 yuan.

Comments:

Because of a wake-up mistake, the hotel paid the price of 790 yuan. Is it the cost? Is it "investment" The author thinks that this 790 yuan is both a cost and an "investment"-spending money to buy lessons. Two lessons have been learned from this case, and improvement measures should be taken:

First, all "novices" should have "old employees" or foreman in charge of the work for a period of time, including the whole process of answering the phone, even once. For example, whether the conversation with the guests is appropriate and complete, whether it is repeated, whether it is recorded, etc. If necessary, we should do a good job of "filling the position".

Second, all calls received from guests must have a call display and memory function. This will not only improve efficiency and convenience for guests, but also prevent similar incidents from happening.

Should the parties in this case "pay the bill" to prevent similar incidents? Let the client's boss take joint responsibility? At present, no matter how to deal with these two employees, if you don't accept the lesson and take effective improvement measures, there may be "Xiaoyao Er" in the future, and some people even don't want to act as "Xiaoyao". Therefore, it is fundamental to sum up the lessons and take corresponding improvement measures (such as changing a phone with caller ID and novice being "followed" by the foreman for a period of time). Hotel managers at all levels should make full use of their own work experience and lessons, look for problems with foresight and take preventive measures, which is the key to improve management level and service quality.