Recommend 20 hotel service and management cases.

“No” and “Don’t know”

Guest Zhang Sheng checked the layout of the conference room. The conference room originally had 46 seats, but the number of people meeting was 60. Mr. Zhang found that the conference room had added chairs but not a coffee table. However, the waiter explained: First, the conference room is too small and the coffee table may not fit; second, there is no So many coffee tables. Afterwards, Mr. Zhang found the room manager to solve the coffee table problem. Mr. Zhang arranged entertainment activities for the representatives and went to the floor to ask the waiter Xiao Zhao: How to get to the Upper Reservoir Scenic Area? "Xiao Zhao smiled apologetically and said, "I'm sorry, sir, I don't know. "Mr. Zhang shook his head in disappointment.

Commentary: The waiter should answer the guest's inquiries and never say "I don't know, I don't understand, I can't, I can't, I don't have any". If you If you really don’t know, you should try to find out as much as possible before telling the guest. When the waiter asks Mr. Zhang to add a coffee table, he should immediately reply: “Don’t worry, we will definitely find a way to solve it for you. "If you can't find a spare coffee table, you should report it to the foreman or department manager immediately and temporarily divert a few from other conference rooms. Once the problem is solved after the guests have raised their opinions, the active service turns into a passive service. The guest is You won't be satisfied. In addition, if Xiao Zhao doesn't know how to get to Shangreservoir Scenic Area, he should ask Mr. Zhang to wait in the room and tell him immediately after asking the front desk, and say apologetically: "I'm sorry, sir, I've kept you waiting. "That way, Mr. Zhang will not blame the waiter for "not knowing". On the contrary, he will be moved by his enthusiastic service.

2. The guest is always right

Just checked in The guest in Room 305 called the floor service desk: "Why are all the towels in my room old? I want brand new ones and they were all replaced." "Xiaotang was stunned, but remained calm and said to the guest: "I'm sorry, I'll go over and change it for you now. "After changing the guest's towel to a new one, the guest was satisfied. 15 minutes later, the guest called the floor service desk again and asked for some tea. Xiaotang quickly came in with a few bags of the same tea and gave it to the guest. Unexpectedly, He complained with great dissatisfaction, "Why are you so stingy? You only took these two bags, and I don't want this kind of green tea, I want stronger black tea!" At this time, Xiaotang felt aggrieved, but did not show it at all. He apologized to the guest again and said, "I'm sorry, I will help you get it again." "Then he went to change the black tea and gave it to the guest. At this moment, the guest was very touched. He realized that he had gone too far in being angry with the waiter twice, so he couldn't help but thank Xiaotang repeatedly: "Thank you! "There was a guilty look on his face. Is what Xiaotang did right? Why?

Comment:?

What Xiaotang did was right. Xiaotang took the initiative to acknowledge the guests" "Wrong" shows that he has a correct understanding of the hotel service motto "the guest is always right" and has the outstanding quality and accomplishment of the waiter, which is worthy of praise. This is specifically reflected in two aspects: from changing towels to changing tea leaves, you can It can be seen that this Taiwanese guest is a picky guest. However, Xiaotang "served" this picky guest thoughtfully and thoughtfully, showing full quality, which is a very high quality and quality of the waiter. Cultivation is very valuable. Whether it is the difference between new and old towels, or the difference between red and green tea, the guests blame Xiaotang again and again, but Xiaotang can consciously bear the grievances and exchange his grievances for the satisfaction of the guests. It's the waiter who should do it

2. The guest is always right

A guest who just checked into room 305 called the floor service desk: "Why are the towels in my room all old? I want Brand new ones, all replaced by me. "Xiaotang was stunned, but remained calm and said to the guest: "I'm sorry, I'll go over and change it for you now. "After changing the towel for the guest, the guest was satisfied.

Fifteen minutes later, the guest called the floor service desk again and asked for some tea. Xiaotang would get some soon

I brought the same tea bags to the guest. Unexpectedly, he complained with great dissatisfaction: "Why are you so stingy? You only took two bags. And I don't want this kind of green tea, I want a stronger black tea!" At this time, Xiaotang felt aggrieved, but did not show it at all. He apologized to the guest again and said, "I'm sorry, I will help you get it again." "Then he went to change the black tea and gave it to the guest. At this moment, the guest was very touched. He realized that he had gone too far in being angry with the waiter twice, so he couldn't help but thank Xiaotang repeatedly: "Thank you! "There was a guilty look on his face.

Is the recipe of Xiaotang correct? Why?

Commentary:

Xiaotang’s approach is right.

Xiaotang took the initiative to admit his "mistake" to the guests, which shows that he has a correct understanding of the hotel service motto "the guest is always right" and has excellent qualities and accomplishments as a waiter, which is worthy of praise. This is specifically reflected in two aspects:

From changing towels to changing tea, it can be seen that this Taiwanese guest is a picky guest. However, Xiaotang was attentive and considerately "served" this picky guest, showing full quality. This is a very high quality and accomplishment of the waiter, which is very valuable.

Whether it’s the difference between new and old towels, or the difference between red and green tea, the guests blame Xiaotang again and again for no reason, but Xiaotang can consciously bear the grievances and exchange his own grievances for the guests’ Satisfaction is a noble state that waiters should strive to achieve.

3. Say less words

In the rose room of the restaurant, Mr. Zhang was entertaining friends. Laughter and toasts continued, and colorful and eye-catching dishes were served on the table. The guests were clearly satisfied with today's dishes. But somehow, after serving a dim sum, the food never came again. After the noise, there was a period of silence, the guests began to look at each other, and the lively banquet slowly cooled down

A quarter of an hour later, there was still no waiter serving the food. Mr. Zhang finally couldn't hold himself back and called the waiter. The person who received him was the head waiter of the restaurant. After hearing the guest's inquiry, he was surprised: "Your dishes have been served!" When hearing this, everyone felt disappointed. In the midst of the dullness, the guests left the table unhappy

Why did this happen? How to remedy this?

Commentary:

The crux of this case is that the waiter said one less word when serving the last dish, causing the entire banquet to fail.

The waiter usually announces the name of the dish when serving it. If it is the last dish, he should explain to the guests: "All the dishes you ordered have been served. Do you need to add anything else?" "Doing this can not only avoid the embarrassing situation of guests waiting for their dishes, but it is also a promotional act and strive for opportunities to do more business for the hotel.

There are many trivial details in hotel service work, but it is the details that make the difference. The entire service requires the waiter to be attentive and considerate, and there is no room for mistakes in any link. The overall impression a guest leaves a hotel is made up of the individual impressions made during their stay at the hotel. No omissions are allowed in any position in the hotel. If something goes wrong, it will be difficult for others to make up for it. Only in this way, everyone in the hotel must firmly control their own quality. In this example, because the waiter missed a word that should not be missed, the services of many hotel employees were ultimately ineffective. This once again proves the calculation formula of 100-1=0 in the hotel industry.

4. The Art of Claiming

Mr. Zhang in Room 402 checked out. After checking the floor, he found that a face towel was missing. According to hotel regulations, he had to pay 50 yuan. At this time, how can you not offend the guests and safeguard the interests of the hotel? How would you deal with it?

Commentary:

Always give it to your guests! When you receive a call from the floor saying that there are few items in the guest's room, you should politely invite the guest to an unobtrusive place and say tactfully: "Hello Mr. Zhang, the waiter found that your room is missing a face towel when making room. "If the guest insists that he didn't take it, but the floor is definitely missing, in order to take care of the guest's face, he starts to give the guest a step up: "Please recall, have any of your relatives and friends been here and taken away by the way? If the guest still says no, in order to save the guest's face, you can give the guest a hint: "Can you go to the floor to take a look? Or you put it on the bed and covered it with a blanket, or put it behind the luggage locker and the waiter ignored it." "This can save the guest from the embarrassment of opening the box in public, save the guest's face, allow the guest to walk out of the hotel with dignity, and avoid losses to the hotel.

5. If a guest asks to clean his room first, but this is not in compliance with the daily cleaning procedures of the floor, how will you deal with it?

Commentary:

Be anxious about the guests’ concerns and think about what they don’t think about.

The fundamental purpose of all norms and procedures is to ensure service quality. Therefore, the only basis for formulating various norms and procedures is to stand from the customer's point of view, consider the guests, and blindly emphasize the procedures. Of course, under normal circumstances, most guests can be satisfied. After all, There are also some guests whose special needs are not within the specifications and may even be contrary to the hotel's service procedures. As long as those special needs are reasonable, the hotel should try its best to meet them.

6. Uninvited guests

At 10 o'clock in the evening, Xiao Wu, the water and electricity shift attendant, received a call from the front desk and needed to go to Room 406 to repair the faucet. Because it was night, he did not wear work clothes as required by the hotel. , wearing only plain clothes, took the tool box and went to the floor. When no one answered after ringing the doorbell three times, Xiao Wu took out the master control card and opened the door. "Ah..." A middle-aged female guest who had just gotten up from the bed and was about to open the door screamed, "Come on. "People, someone broke into the room!"

Is what Xiao Wu did right? What should you do if you were Xiao Wu?

Commentary:

What Xiao Wu did was wrong.

1. As a hotel employee, you should wear work clothes and work number tags as required whenever you are on duty. In the hotel service industry, each department has work clothes that represent the department, making it easier for guests to identify the nature of the waiter's work. In the case, Xiao Wu wore his own plain clothes to serve the guests, which made it difficult for the guests to tell whether you were an employee of the hotel, leading to misunderstanding.

2. When Xiao Wu rings the doorbell three times, but there is still no sound in the room, he should contact the front desk and ask the front desk to contact the guest to confirm whether the guest is in the room, and then decide to use the main control The card opens the door for engineering repairs.

7. 407 Ms. Fang Lin found that a women’s black satchel she had placed in the room was missing. The satchel contained cash, credit cards, ID cards, jewelry and other items worth a total of 130,000 yuan. Ms. Lin believes that when they stay in a hotel, the hotel should have an obligation to protect their property. Now that his property has been lost, the hotel should compensate him in full. How should you deal with this situation?

Commentary:

When the waiter receives such a complaint from a guest, he should remain calm and do not argue with the guest about which party is responsible. You should first appease the guest's emotions and then immediately notify your superiors (report according to the hotel's major incident reporting process). After obtaining the guest's consent, help the guest search the room. The guest must be present.

Actively assist the security department in investigations.

8. The wrong dish is served, what should I do?

Mr. Li on Channel 8 ordered beef curry rice, but when the waiter brought it, it turned out to be mutton curry rice. Apparently there was an error somewhere, and Mr. Li was very angry. As a stand attendant, how should you handle this?

Commentary:

When receiving such complaints from guests, the waiter should remain stable, apologize to the guest first, and try to appease the guest's mood. Then check whether the meal order was indeed delivered in error. If the wrong dish is indeed served, and the dish has not been touched by the guest, the waiter should ask for the guest's opinion, remove the dish, and return it to the serving area, re-serve the dish ordered by the guest, apologize to the guest again, and wish the guest good luck. Enjoy your meal.

If the guest is still very angry and is indifferent to the waiter's apology, he should avoid the incident and report it to his superior immediately to see if the order can be waived or other ways of compensation can be obtained.

9. Opening duplicate housing

Commentary:

Opening duplicate housing is a mistake that the registrar should not make. When a guest angrily walks to the front desk, the waiter should patiently listen to the guest's complaint, sincerely apologize to the guest, and change rooms with the guest. If it is within your own authority, you can give the guest a discount on the room rate or send fruit to calm the guest's anger. If the guest is still angry, you should first appease the guest and then ask your superiors whether you can upgrade the guest's room for free.

10. Discount

On the morning of October 1, a Tianjin guest came to the front desk to ask for housing. The receptionist Xiao Zheng saw that he was a regular customer and gave him a 10% discount. The guest was still dissatisfied and asked the hotel to give him more discounts. This is the peak tourist season and the hotel room occupancy rate is very high. How should we deal with this?

Analysis:

All-employee promotion is an important means for hotels to successfully sell products. While thinking about guests, we must also create profits for the hotel. When the guest asks for another discount, you can tactfully explain to the guest that it is the Golden Week and the hotel has high occupancy rates and is offering full-price rooms, and you can enjoy a 10% discount because you are a regular guest.

Of course, if the guest is still dissatisfied and the receptionist's discount authority has reached its maximum, the receptionist should still ask the manager for instructions. Every guest who comes to visit must try his best to retain them, especially regular customers. We cannot just refuse their modest requests just because it is the peak tourist season. Frequent guests bring great wealth to the hotel, and they should not be easily pushed to a competitor.

11. Three greetings

A resident guest had the habit of getting up early for a walk. That day, he got up for a walk. When he went out, the waiter asked: "Hello, sir"; when he came back from the walk, When entering the door, the waiter asked again: "Hello, sir"; when getting on the elevator, a waiter asked a third time: "Hello, sir". Faced with such courtesy, the guest complained to the hotel general manager. Why is this happening?

Commentary:

As a practitioner in the service industry, I learned "Hello, welcome", "Please...", " "Sorry", "Thank you", "Goodbye" and more than a dozen words. However, there are some problems with our current education model and training concept. Most of the training is mechanical training and indoctrination training. What is trained is a "robot" and little emphasis is placed on emotional communication with customers. In the face of increasingly fierce market competition, service should not only meet standards, but should also be emotional and come from the heart, rather than just coping.

12． Reconciliation

On a certain day, a long-term hotel guest went to the front desk of the hotel to pay the cashier for dining in the hotel for a period of time.

When he saw the total amount on the printed bill, he immediately said angrily: "You are really charging arbitrarily. It is impossible for me to have such high consumption!" Faced with this situation, he should How to deal with it?

Commentary:

You should answer the customer with a smile and say: "I'm sorry, can you let me check the original document again?"

The cashier began Check the bill and say to the guest: "I'm so sorry, can you check it for me?"

Avoid using simple and blunt language (such as "Your signature must be on the signature, and the bill must be You can’t be wrong..." and the like), so that the guests will not be unable to get off the stage and become angry. During this period, verbal revelations were given about several large accounts (such as entertaining guests and drinking famous wines...) to arouse the guests' memories.

When all the accounts have been checked, you should politely say: "Thank you, you helped me check the bills, it was a waste of your time and trouble!" At this time, the guest is also fully aware of what he has. consumption, naturally they will not get angry.

Be respectful to your guests when you speak. Even if the guest gets angry, don’t forget that respecting the guest means respecting yourself.

13. What should you do when a stranger comes to the hotel to inquire about a hotel guest?

Commentary:

"Keeping guests confidential" is the hotel's principle, and the key is to handle it properly. Even though they are just visitors, they should be polite and ask for their name, unit, relationship with the guest and why they are visiting. Go backstage and make a phone call to ask if the guest would like to meet. If the guest does not want to see you, you should tactfully persuade the visitor to leave; patiently explain to the visitor: "For the safety of the guests staying in the hotel, our hotel has regulations that do not disclose the room number to others without the consent of the guests staying in the hotel." Two The gentleman came from afar. It happens that the guest is not in the room. I suggest you leave a message or contact us at any time. We will be happy to serve you at any time. "Because of his pertinent explanation and kind attitude, the visitors did not raise any objections and were strict with our hotel. Very impressed with management. In this sense, safeguarding the vital interests of hotel guests, focusing on safety, and reassuring guests are an invisible special service of the hotel.

If visitors behave abnormally, they should report to the security department immediately.

14. 30-minute meal delivery service

The meal delivery phone kept ringing around 20:00. It turned out to be a guest in Room 419 requesting in-room meals, "Sir, do you need "What to use?" "A plate of Shaoxing chicken, a braised seabass, spicy tofu, tomato and egg soup and two bowls of rice." After saying that, he put down the phone and immediately informed the catering department. About 30 minutes had passed. , another call from guest 419. Before the waiter could speak, he scolded: "Do you want to starve people to death? They said it was five-star, but it hasn't been delivered yet." Just as the waiter was about to apologize, the other party had already hung up the phone. After a while, the waiter came to the kitchen again, and 5 minutes later, dinner was finally delivered to room 419.

Analysis:

The hotel's food delivery service is a regular service in high-star hotels. It has strict time limits, but it also needs to be cooked according to the dishes ordered by the guests. time related. In this case, the dish ordered by the guest obviously does not match the time he ordered, because the cooking time of braised seabass is longer, so as an orderer, you must first understand some relevant knowledge about the dish ordered by the guest, so that you can Give the guest a clear answer and inform the guest of a clear time after ordering the meal. If the preparation of a certain dish is troublesome, the guest should be informed in advance to avoid complaints. However, no matter what, any promise made by the hotel to the guest must be fulfilled. Do it well, it is related to the reputation of the hotel.

15． No more quilt?

On October 11, 2007, business in the hotel was very good and all rooms were occupied. At this time, the front desk received a call from the guest, asking the hotel to add four more quilts. At this time, there may be no spare quilts on the floor. What will you do?

Commentary:

The hotel is a service industry, and the waiters should do their best to meet the reasonable requests made by the guests. You should first find out the situation before replying to the customer. If it is indeed not available, quilts should also be available from Building B and the logistics vocational dormitory. Star-rated hotels do not allow words such as "no" or uncertain words such as "maybe". This requires service personnel to master the art of good language expression. When encountering a request from a guest, we should first consider it from the guest's perspective. How to complete the work assigned to us by the guests in a timely, punctual and punctual manner is the primary thing that every employee in the service industry should consider.

Correct solution:

The receptionist can reply to the guest like this: "Okay sir, we will help you solve it as soon as possible."

The receptionist is exceeding his authority In this case, the guest's request should be promptly reported to the supervisor or the assistant lobby manager on duty for help.

16. The guest discovered that he had lost his ID card after leaving the hotel

A few days after leaving the hotel, the guest found that his ID card was missing and insisted that the receptionist did not return it to him. The main station did not find his ID card. How to deal with it?

Commentary:

First, ask the staff at the front desk who checked in the guest that day if they remembered to return the guest’s ID card; secondly, check whether there is surveillance video at the front desk to prove whether Return it to the guest. If it is confirmed that it has been returned to the guest, you should ask the room attendant on the floor if there are any items left by the guest on that day, and then check the room again.

17. What should you do when a guest asks a question that you don’t know or can’t answer?

Analysis:

In addition to having a good service attitude, skilled service skills, and rich business knowledge, waiters also need to be familiar with the company's general profile and social conditions. In this way, we can try our best to avoid the phenomenon that it is difficult for us to answer questions when guests ask questions; when we encounter questions that we are not sure of the answer, we have to ask the guests to wait for a while, and we can ask for advice or inquiry before answering. If you still cannot answer the question after all your efforts, you should give the guest a reply, explain patiently, and express your apology; you should not use words such as "I don't know," "I don't understand," "I think," "Maybe" when asking questions. to respond to guests.

18. How to deal with food poisoning

(1) Call for help: Immediately call for help from the infirmary, send the poisoned person to the infirmary, and send the person to the hospital after further diagnosis.

(2) Properly handle poisonous food: Do not eat suspected poisonous food again, save poisonous food, and collect vomitus, excrement, hematuria, etc. and send them to the hospital.

(3) Prevent dehydration: Once food poisoning occurs, the poisoned person should be given more salted water, tea or sugar water, etc.

(4) Report to superiors: In addition to doing a good job, you should report to the person in charge of the hotel and the Security Committee in a timely manner.

19. What should I do if a customer calls to see the general manager or department manager?

The waiter should ask for the name, location, and unit of the caller or visitor, and report the caller's situation to the general manager's office or department office for advice. If you agree to answer the call or meet in person, you can transfer it or introduce it to the office for an interview; otherwise, politely tell the caller (visitor) that you cannot be reached; if you cannot be contacted at the moment, you can ask the caller (visitor) to leave his name and phone number. After contacting the general manager or department manager, the details will be informed.

20． What should you do when a fire or accident occurs?

First of all, stay calm, quickly find out the situation, call the power plant fire alarm number "110" (external line "88119") and notify the department head;

Actively take measures to call nearby colleagues for assistance, Get fire extinguishing equipment from the nearest place to put out the fire;?

Organize and guide residents to evacuate the fire scene from the safety stairs (downward evacuation), and do not guide guests to use the elevator.

When the fire is large or out of control, you must press the alarm glass (press glass) and issue an emergency alarm to notify the guests to leave the room; calm the guests' emotions, provide services as much as possible, evacuate and guide the guests, and do the following: Be good at explaining to guests; keep in touch with the outside world and request assistance at any time (public security, firefighting, hospitals, other hotels, etc.).

After the evacuation is completed, you should take the room list to the guest gathering place to count the guests to prevent any omissions.

21. What is a VIP guest? How to receive VIP guests in room service?

Analysis:

① People with high status, who can bring business to the hotel, who have stayed in the hotel many times and have a close relationship with the hotel salesperson are called VIP guests.

② Special care should be taken when receiving VIP guests. When entering the store, they will be greeted by the guest relations staff, go through registration procedures and introduce guests to the room, introduce the equipment, specially decorate the room sound system, and add flowers and fruits. Appropriate discounts are given on room rates. During the stay, if necessary, ask the leader to visit the guest.

22． What should I do if a customer requests to cancel the food because the wait time is too long?

Commentary:

Check the order menu first to see if there is anything missing. If there is anything missing, immediately notify the kitchen verbally to cancel it; if it is not an ordering problem, go to the kitchen to find out whether Cooking. If it is cooking, tell the guest to wait and tell the guest the exact time when the dish will be served; if it is not cooking, notify the chef to stop cooking, reply to the guest, and notify the restaurant manager to cancel the dish; when introducing the dish to the guest, the cooking time should be mentioned Longer dishes to avoid complaints from guests waiting for too long.

23. What are the four key points that room attendants should master when using service language?

Comments:

① The language is complete, grammatical, concise and to the point.

② Have a sincere expression, pay attention to the guests, and smile.

③Speak clearly, speak appropriately, and use gestures when necessary.

④ Maintain oral hygiene and do not get too close or too far away from guests.

24. What do you do when you answer the phone?

Commentary:

① Answer the phone within three rings, politely say hello to the other party; self-report your department or position; offer to help the other party.

② (You should prepare paper and pen when the phone rings) Record the important vocabulary and repeat the key points to the other party if necessary

③Farewell words

25. What should we do when a customer asks us to do something for us?

Analysis:

When handling matters for customers, you should inquire about the product name, quantity, size, color, shape and time requirements of the matters to be handled, and collect payment in advance from the guest. Inform the concierge to handle the matter; for the matters on behalf of guests, we must be accurate, clear, and timely, that is: accurate matters, clear accounts, clear procedures, timely delivery, timely return, and timely request for instructions and reports.

26. What should you do when you are listening on the phone and a guest comes to you?

Commentary:

When seeing a guest coming, the waiter should nod, greet the guest, and ask the guest to wait; end the call as soon as possible to avoid keeping the guest waiting; after putting down the receiver, first speak to The guest apologized and served the guest immediately.

27. What should we do when a customer complains to us?

Analysis:

When a guest complains, you must first listen patiently and let the guest finish speaking; write down the guest’s complaint and do not rush to defend or refute; whether the guest complains verbally , or make a written complaint, you must understand the situation in detail and make a specific analysis. If it is an equipment problem, measures should be taken to repair it immediately; if the guest has not yet left the hotel, we should give the guest a reply to let the guest know that we have taken care of it. If it is our fault, we can ask the manager to apologize to the guest if necessary according to the situation; we should also pay attention to the guest's side complaints and report them to the leader if necessary to improve the service; keep records of complaints and handling processes , to prevent similar complaints from happening.

28. What should I do if a guest is in the room when the room is being tidied?

Commentary:

You should politely ask the guest if the room can be tidied at this time; during the cleaning process, the door should be fully opened; during the cleaning process, the movements should be light and quick; If a guest asks a question, you should look at the guest politely and answer; when there is a visitor, you should take the initiative to ask the guest if you can continue cleaning; after cleaning, you should apologize to the guest and ask if any other services are needed, then exit the room and close the door softly door.

29. What should you do if your guest is drunk?

Commentary:

Notify the foreman, assistant lobby manager and security department; arrange the guest to return to the room to rest. Do not help the drunk guest into the room alone. You can ask a colleague to help; put the trash can Place it next to the bed, prepare toilet paper and mouthwash; make a cup of hot tea for the guest after asking for their opinion. If a guest is found to be acting disruptively due to confusion, the security department or the assistant lobby manager should be asked to assist in subduing the guest. Pay close attention to the movement in the room to prevent damage to items in the room or fire caused by guests smoking. If there are special circumstances, enter the room with the chief mate for inspection.

30． What should you do when two guests need your service at the same time?

Commentary:

Be enthusiastic, considerate, and busy but not cluttered; the waiter should give the waiting guests a warm and pleasant smile when passing by their table You should say hello: "I will serve you right away" or "Sorry, please wait a moment". This will make the guests feel that they have not been left out and neglected.