In the hotel, what if the guest takes a bath towel?

According to the regulations, customers are not allowed to take things from the guest room. If they find anything lost or damaged in the guest room, they should make compensation according to the relevant regulations of the hotel. Cui Hua smiled and said to the customer, "Sorry, sir, there is a bath towel missing from your room, so you can't check out for the time being." Cui Hua smiled again and said, "I'm really sorry, sir. According to the hotel regulations, you can check out after finding a bath towel, or you can leave the hotel after paying the relevant amount according to the bath towel price. " Cui Hua was angry. What happened to this gentleman? Are you reasonable? How can you insult my personality? She was about to get angry, but she remembered what the manager said in the vocational training class: "At some point, even if the customer is wrong, we can't embarrass the customer too much and can't confront the customer." Instead, we must find a step for our customers. Thinking of this, Cui Hua quickly restrained his emotions and smiled again and said to Mr. He, "Sir, I'm sorry if I have offended you with something I just said. However, according to the hotel's regulations, if the hotel's daily necessities are gone, you have to pay double the price. " "That's more like it, but I really didn't take the bath towel. You can't ask me to pay the money, can you? Cui Hua smiled and reminded him, "So, sir, did you put it somewhere else after you used it yesterday?" Can you ask Mr. Wang to move around and go back to his room to check? Maybe you are too busy at work to remember these trifles. Everyone forgets things sometimes. Mr. He thought for a moment and said, "Oh, maybe I put it somewhere yesterday, so I'll go back and check it again." "Say that finish, he took the luggage back to his room. After a while, Mr. He came down and said to Cui Hua, "It turns out that the bath towel is really under the sheets. You should be more careful when you check next time. Since you have wasted so much time, I will miss the plane. " The customer left angrily. Analysis of the psychological problems in the case is mainly to meet the needs of customers to be respected. Maslow's hierarchical needs from low to high are physiological needs, safety needs, emotional needs, respect needs and self-realization needs. Among them, the needs of respect and self-realization belong to high-level needs. The need to be respected includes two requirements: self-esteem and being respected, being respected, showing the desire for strength, achievement, independence, freedom, reputation or prestige, and being appreciated and highly praised by others; On the contrary, when a customer is not respected, his psychological reaction is anger and despair. Customer needs include the need to be respected. In addition to physiological needs, safety needs and emotional needs, hotel consumption must also be respected and respected. Therefore, service should first respect and trust customers, otherwise it will cause great dissatisfaction and hurt customers' self-esteem. According to the hotel regulations, customers can't take anything from the room. If they find anything lost or damaged in the guest room, they should make compensation according to the relevant hotel regulations. When Mr. He came to the front desk of the hotel to check out, the waiter found a bath towel missing from the room during routine inspection. Although Cui Hua has considered how to make customers lose face and the interests of the hotel will not be harmed, this problem has not been properly handled. First, tell him why he can't check out for the time being, because there is a bath towel missing in the room. When the customer said that he might miss the flight, the waiter Xiao said again that according to the hotel regulations, he could not check out for the time being and was not allowed to leave the hotel until he found the bath towel or paid the relevant money according to the bath towel price. In this way, customers are even more angry. Obviously, such recklessness will only make things more rigid and will not help solve the problem. Cui Hua's later solution was very good: she apologized first, and then led the customer back to the room to check it again. In fact, it gives customers another chance to change. One possibility is that after the customer pulls the suitcase back to the room, he takes out the bath towel in the box, avoiding the embarrassment of public exposure; Second, maybe the customer really didn't take the bath towel. When he went back to his room to help find it, he found that the waiter didn't check it carefully, resulting in "the bath towel is missing." Therefore, if you don't write a paper, you should check it carefully and don't doubt the customer, so as not to delay the precious time of the customer, cause customer dissatisfaction and finally lose the customer. Even if it is a customer's problem, the hotel waiter should respect the customer and don't embarrass the customer in public, so as not to make things worse. Taking the initiative to provide customers with the steps to step down will not only help solve the problem, but also educate customers not to do such wrong things in the future and win their respect.