How to accept hotel guests' complaints about noise when sleeping at night?

Opening a heavy room is the most serious complaint of hotels, and employees who open a heavy room will generally be dismissed!

Opening a heavy room will make the previous guests feel insecure and may also reveal personal privacy; The guests who stay will be embarrassed and it will be difficult to calm their anger. Therefore, when training employees, we must emphasize that this is the high-voltage line connected to the front office of the hotel, and there can be no mistakes.

As for solving the problem of opening a wrong room or a heavy room, it generally depends on the authority of the assistant manager or the manager on duty in the lobby. The main methods are:

1, record the complaints of the guests in detail, and express sincere apologies to the guests on behalf of the employees without excuses;

2. Helping guests change rooms can upgrade their original room type;

3, on behalf of the hotel to provide guests with fruit baskets (standard in VIP), and apologize to the guests again;

4. When the guest checks out, it is best for the person in charge of the front office to apologize to the guest personally and inform the guest of the punishment result of the employee. (In general, both the wrong room and the heavy room can be solved. )

╮ (╯ ▽ ╰) ╭, I have been in the hotel for ten years, and it is very difficult to deal with such an incident three times! Once again, the guest (male) just finished taking a shower and was seen by a couple arranged in the back, naked. Finally, the front desk supervisor was fired on the same day, and the guest's room rate was free for 3 days. If it is a foreign guest, the hotel is ready to be on the news!