Case study of hotel management examination: the guest is always right. The case is that the hotel usually puts plums before pouring wine, but the guests say it's wrong. They should pour the wine first

Case study of hotel management examination: the guest is always right. The case is that the hotel usually puts plums before pouring wine, but the guests say it's wrong. They should pour the wine first, and then put the plums. The motto "the guest is the emperor" and "the guest is always right" is very common in the hotel industry, but it is not easy for waiters and managers of restaurants in Guangdong and Hong Kong under such circumstances. Guests complain about the opinions of the dining table, even if there is no reason, they always do what the guests ask without any excuse. Even if the guest "refers to the deer as a horse", the store will "recognize the deer as a horse" and completely hand over the "right" and "reason" to the guest, giving the guest face and satisfaction.

In particular, Manager Jiang took the initiative to "cancel" shark fins without quality problems, showing magnanimity to guests and long-term vision of entrepreneurs. Although there will be heavy losses, it is to win the trust of customers and consider the fundamental interests of restaurants. In fact, most of the guests are reasonable, really unreasonable. After all, they are very few. In the end, the guests were impressed by the sincerity and strictness of the store and refused to "cancel", so they made a discount and attracted guests to become repeat customers. This is a generous reward for completely treating the guests as "emperors".