How does the hotel lobby manager handle guest compensation and complaints (hope to provide some cases)

Of course guest compensation and complaints should be handled in accordance with laws and regulations, but as a service industry, multiple factors such as social evaluation and consumer psychological impact should also be considered. The handling of public relations is not within the scope of legal control and can be speculated on.

The pocket bag is missing

1. What happened

Around 8:00 a.m. the next day after a Chinese-American tour group arrived at a certain hotel, one of the group’s Ms. Zhang hurried to the lobby assistant manager to complain that her pocketbook was missing and contained more than 600 US dollars. He said very definitely: "I have searched all the places in the room and the suitcase, but there is nothing there. I remember clearly that it was placed on the table in the room. Just now I saw a room attendant entering my room." The group had to leave for various scenic spots at 8:20, and I was very anxious to accompany them and talk to the guests, because there were a whole busload of guests waiting!

2. Question: How should Xiao Chen, the assistant manager in the lobby, deal with it?

3. Possible actions and analysis:

1. Call 110 immediately and let the local public security agency investigate and handle the matter. Calling the police to 110 is an investigation method, but as a hotel, we must consider giving guests a sense of security. If the 110 police car drives to the door of the hotel and uniformed police officers enter and exit the hotel, the first impression of the hotel guests after seeing it is that a major case has occurred in the hotel. The guests' sense of security will be greatly reduced, which will bring indirect consequences to the hotel. loss. Therefore this method is inappropriate.

2. Promise the guest that we will investigate the waiter and recover the stolen money. Theft will inevitably occur in hotels, both internal and external. However, as the hotel lobby assistant manager, when faced with such an impatient and certain Ms. Zhang, you must have your own opinion and never agree with her judgment easily on the spot. Don’t make any promises to guests until the truth is revealed. Imagine if the fanny pack was found among the small luggage bags in the closet in the guest room, what a huge blow it would be to the waiter who was questioned under suspicion! Therefore, this approach is not conducive to the internal management of the hotel.

3. Reassure guests not to worry, we will try our best to help find them. And asked Ms. Zhang to carefully recall the time and place where she last saw the pocket bag, and asked if she had been to other places. Tell the client that she will be notified as soon as the results are available. Immediately after the guest leaves, notify the hotel security department and housekeeping department to search.

You can report the details of the matter to the security department and solve the problem through the hotel's own equipment and capabilities. So we advocate the third solution. Xiao Chen was also more considerate in asking her companion to leave her contact number instead of waiting for her to return to the hotel before informing her of the result. If the matter comes to an end soon, the guests can be notified immediately, so that Ms. Zhang will not lose interest in the whole day's itinerary, thereby affecting the mood of the entire group of guests.

4. Inspiration to hotel managers:

1. Hotels should strengthen security and prevent theft.

2. It is necessary to conduct quality training for waiters so that they have the most basic qualities of a hotel employee. At the same time, a series of strict rules and regulations and punishment systems should be formulated.

3. Once theft occurs, hotel managers must remain calm and calm. You should know the most basic common sense of handling theft, such as protecting the scene and promptly asking the security department to cooperate with you to solve the case.