Case analysis of hotel management ~! Please ask professionals to answer, thank you ~!

Comments: The market economy is a legal economy, and any transaction must be carried out under the constraints of the law. The guest completed the main contents of the house contract from the date of check-in, room type and payment method. Pay the room charge and give the room key. However, the offer of the contract-the terms concluded with the guests should be changed in time as the situation changes. If we change the guest's quotation casually, then the hotel will definitely be in a passive position. From this case, we can see that:

1, the person who lives is different from the registered person, which is a loose offer. I didn't know it at first, so it should be clear when both parties pay half the room fee on 13, or it is necessary to ask whether the customers with these business relationships live by themselves. If there is an accident, it is difficult for the promisee to say clearly.

2. The guest information is the change in the middle of the quotation. The specific identity of the person leaving the message should be clearly stated, and it is best to have valid certificates or valid evidence. Like this time, Mr. Zhang insisted that there was no message. (Actually, judging from the messages on the 8th and 3rd of 13, he paid half of the room fee and didn't indicate how many days he would stay in the future. ) The hotel was speechless. If Mr. Zhang personally goes to the front desk to make a promise, and find out whether it refers to these two people; Or 13, when both of them paid half of the room rate, then the payment method, the number of days of stay and the people who checked in were clearly registered; After you owe 900 yuan again, contact the registered person, Mr. Zhang, for dunning; Then, future problems will not happen.

3. The attendant on duty should record the changes of the house contract quotation clearly and explain the matters needing attention. The waiter of the latter class should read the shift record carefully before going to work, and trace back the unclear places immediately to find out the reasons, so that the information transmission will really take effect.

4. Strengthen the legal awareness education of reception staff. The operating procedures, service awareness and legal awareness of reception staff are two different things. Only by doing these two things well will the greatest benefits be produced. At present, the mobility of employees is relatively large, and legal awareness education is particularly important.