What if the guest owes money and has a bad temper?

Most of the guests staying, eating and entertaining in hotels are polite and reasonable. However, sometimes a few self-righteous "God" guests are so picky and even rude, not because of the hotel's fault. For these "difficult" guests, hotel managers often feel very headache, if not handled properly, some guests will be lost. And blindly accommodating may damage the reputation and interests of the hotel. How to treat these "difficult" guests correctly has been discussed by the author and many hotel colleagues, and I think there are several countermeasures that you can further study.

First of all, disgruntled guests

Performance: This kind of person is always full of complaints, as if staying in a hotel is to find fault. He complains about this and that, no matter what you do, it's hard to satisfy him.

Countermeasures: ① First of all, be patient, put yourself in the other person's shoes and think about whether his "complaint" is reasonable. Regardless of the attitude of the hotel, we should pay attention to its correct opinions and requirements and give them satisfaction as soon as possible. ③ For the problems that are difficult to solve, we should patiently explain or take some flexible measures to solve them, so as to satisfy them or reduce the degree of "complaining".

Second, picky guests

Performance: this kind of person likes to compare your shortcomings with other hotels, and even some opinions are unrealistic and excessive; Some people are out of vanity. No matter how good the food or service is, he will "find a bone in an egg".

Countermeasures: ① Don't argue with them, keep smiling and thank them for their advice. Don't be resigned, let the guest get the upper hand and give him a proper hug when necessary. This is one of the ways to make him happy. (3) Thank you sincerely for your correct comments or suggestions, or you might as well adopt them and try them.

Third, rude guests

Performance: Such people have a bad temper and often speak ill of themselves, but they don't violate many rules, but they just go too far.

Countermeasures: ① Try to be tolerant, ask the possible reasons for his rudeness, and try to do every job well to make him have a pleasant stay in the hotel. (2) If you violate the hotel regulations or affect other guests, you should be patient and try to restrain your emotions. (3) If you don't stop advising, you should exercise reasonable restraint and ask them to leave if necessary, so as not to destroy the harmonious atmosphere of the hotel.

4. Love to take advantage of guests.

Performance: this kind of person loves to be greedy and cheap, and "steals" some items from the hotel; Some people haggle over every ounce when spending, and ask for a discount when collecting arrears; Some even seize the characteristics of hotel hospitality and engage in some deceptive activities.

Countermeasures: ① Adhere to the principle, implement the system, strengthen management and safeguard the interests of the hotel. (2) Don't "expose the stuffing" in front of the guests, save him some face. (3) Help the "ladder" and let him go down the steps.

5. Damaging hotel articles and refusing to pay for guests.

Performance: this kind of person refuses to admit that it is his responsibility to damage hotel items; Some even argue irrationally and complain to the hotel instead.

Countermeasures: ① Be patient when dealing with problems, and never make things stiff by quarreling with guests. (2) Pay attention to strategy and speaking skills, and convince people with facts. (3) In order to give the guests a "step", starting from the desire to retain the guests, the proposed settlement plan should also be practical.

Six, drunken guests

Form of expression: this kind of person is semi-conscious or unconscious; Vomiting, soiling hotel carpets, etc. ; Talking nonsense and making unreasonable demands; Even unreasonable, damage the hotel's items.

Countermeasures: ① Explain patiently, and don't argue with it even if you are wronged. (2) Strive for the understanding, support and cooperation of sober guests, and actively do a good job in the rescue of drunken guests. (3) After the drunken guest wakes up, explain the situation and ask for compensation for the damaged hotel articles as appropriate.

Seven, the consciousness of unhealthy guests

Performance: These people love to tease waitresses with uncivilized language, and some even touch their hands and behave badly.

Countermeasures: ① According to the situation, immediately point out its uncivilized behavior diplomatically or seriously, stop the development of the situation, and make it know that it is not a weak person. (2) but don't overreact, don't call names, and don't hit people, which will expand the situation. (3) Report to the superior in time and take necessary measures.

Eight, hanger

Performance: There are very few "guests" who put forward some excessive or unreasonable demands to the hotel with a certain purpose, deliberately finding fault, making things difficult, making trouble, and even resorting to extortion.

Countermeasures: ① Think calmly in advance and learn to be good at identifying false "gods". (2) Still serve them thoughtfully, remain vigilant and don't let them find fault. (3) Prepare for the law and conduct it in time when necessary.

Several types of customers that waiters often meet.

1, just play around

This kind of customer has no opinion, so it is difficult to make up his mind to order. When serving this kind of guests, we should kindly explain all kinds of dishes to the guests and make suggestions to guide them to make up their minds, which can save time and increase customers' confidence.

2. arrogant type

This kind of guest has a sense of arrogance and thinks he is the greatest person in the world, which makes people feel a little arrogant and always thinks that everything he does is right. Therefore, when we serve this kind of guest, we'd better listen to his advice, do as he says, and don't argue with him, so that there will be no problem in service.

3. The old horse knows the way

The best service for such guests is to listen to him more, instead of criticizing what he says. We will give him whatever he wants, so that there will be no problem.

4. Waste types

This kind of guests like to socialize, spend money without restraint, and love to brag more. Therefore, when serving this type of guests, we should keep our distance and not get too close, so as not to blame us in case of an accident, and then it is not worthwhile to be tied up.

5, wordy type

This kind of guest should try to avoid long talks with him, because endless talks will affect his work. When ordering food, he should explain the main points euphemistically and concisely so as not to cause controversy.

6, forgetful type

This kind of customer easily forgets the name of the dish told by the waiter and must say it several times. When ordering, the waiter must ask him to confirm, otherwise if he denies ordering when it is delivered, it will be in trouble.

7. Silent type

This kind of customer seldom talks, so when he orders food or explains things to the waiter, he should listen to his opinions carefully and put forward concise suggestions to ensure the integrity of catering service.

8. Multi-mouth type

This kind of guest likes to talk and keep talking. When the service personnel serve him, it is best to lure him into the topic as soon as possible so as not to delay the time of serving others.

9. Slow pharynx type

This kind of customer likes to look around, act slowly, hesitate, and it takes a long time to make a decision, so it is best for the service staff to help him make a quick judgment when ordering for him.

10, acute type

This kind of customer has no patience and wants to solve everything quickly, so the waiter must act quickly when serving him and talk to him directly and simply, otherwise this kind of customer will easily lose his temper.

1 1, yide type

This kind of customer is always hesitant when dealing with things. Even if he has made a decision and wants to change, he always thinks that the other party's choice is better than his own, so the waiter should guide him to the correctness of his choice and encourage him to accept the service he decided.

12, talkative

This kind of customers like chatting very much, and they will not stop if they change. Therefore, when serving this kind of customer, we should hint him in an appropriate way to serve the guests at other tables, so as to end the service.

13, lover type

This kind of customer prefers a quiet place, and the service staff should not disturb him after ordering for him.

14, family type

When such a guest goes to a restaurant, the waiter should take special care of his children, and he will feel very happy and satisfied.

15, IP type

When we serve such a guest, we should treat him like a king.

16, tofu-eating type

This kind of guest likes to eat tofu, especially when the waitress serves him, and he has excessive behavior. We just have to answer that we don't know or report to the boss.

17, unreasonable type

When ordering or serving such customers, service personnel should pay special attention to whether their tone of voice is polite, remember not to argue with him, and report to their superiors if they can't cope.

18, female type

In Europe and America, women's rights are paramount, so we should treat female customers warmly and let them voluntarily promote our store in the future.

19, drunken type

This kind of customer will drink when he goes to a restaurant, and he will get drunk every time he drinks. When he is drunk, it's best to avoid paying attention to him and talking to him, as long as he doesn't make noise. If he is drunk, he should be arranged to rest in the lounge.

20. Make it public

This kind of customer always shows everything between words and deeds without reservation, and does not listen to other people's suggestions easily. Therefore, in order to avoid hurting feelings, when serving such customers, we should wait for his emotional stability before persuading and serving him.

2 1, cool type

Although this kind of guest is calm, it is not easy to make a decision easily. When serving him or ordering food, the service staff must give him a clear answer so that he can be convinced.

22, gentle type

This kind of guest has a mild personality and it is difficult to make a decision about things. Service personnel only need to strengthen his self-confidence and help him make up his mind when serving.

23. stubborn type

This kind of customer self-concept is very heavy. Although he is decisive in handling things, he often can't agree with us because of his thoughtlessness. As long as he is gentle and polite, we can guide him towards our proposition.

24, social type

This kind of customer is sociable, but difficult to deal with. When we serve him, we should pay attention to our words and deeds to avoid accidents and his complaints.

25, exclusive type

This kind of customer is not easy to associate with people and has special feelings. It is best to try to avoid unnecessary chatting with him. If you want to talk to him, you must also find a suitable topic to let the other person untie the knot.