32 Taboos of Hotel Service

Room service 1, when checking in for guests, the receptionist could not explain clearly the facilities and orientation of the room, and was vague about the consumption of other hotels.

2. Personal reservation promises to reserve a room for the guest, and the handover is unclear or forgotten, resulting in the guest not being able to live in the desired room.

If an individual makes a reservation until six o'clock in the afternoon, he should call the guest again to definitely cancel the reservation. Sometimes guests may be only ten minutes or half an hour late. Generally speaking, reservations are made by regular customers, so we should actively serve such customers and not be rigid.

4, check out, floor attendant rounds slowly, resulting in complaints from guests.

5, room hardware facilities can not be used normally, such as small water, poor air conditioning, bathroom exhaust sound is too loud.

6. At night, a lady knocks at the door or harasses the phone.

7. The room smells, the hygiene is not up to standard, and six small consumables have empty boxes.

8. The waiter checked out, knocked on the wrong door or opened the wrong door without knocking.

9. The delivery service is too slow. I haven't sent towels or mobile phone chargers for a long time.

10, service knowledge is not comprehensive, I don't know what to ask, but I still keep asking the waiter or minister next to me.

1 1, dialogue with guests lacks language art: meet guests on the floor at noon and ask them if they want to check out?

12, don't talk and do things lightly on the floor, disturbing the guests who are still resting.

Chinese food 13, the restaurant opens late or closes early (subject to normal business hours).

14. When the guest came in, he found an empty seat, but there was no attendant to take him to the seat.

15. When the guests entered the restaurant, the service staff didn't greet them or greet them with smiles.

16. Dust or stains were found on tablecloths and chairs.

17, broken or chipped glassware was found.

18, not enough dishes were provided for the guests to choose from.

19, the guests waited for 3 minutes after taking their seats, but there was no service staff to order or provide drinks for them.

20. The waiter made a mistake about the guest's order.

2 1, the food is not fresh.

22. The waiter repeatedly asked: Who ordered this dish? What did you order?

23. Guests pay for high-end food or drinks and get only ordinary substitutes.

24. The ashtray is full of cigarette butts, and there is no waiter to replace it.

25. In the buffet service, guests have to wait a long time to finish the dishes that need to be supplemented.

26, appliances or service tools are not completely ready.

27. The scraps of paper on the carpet or floor were not cleaned up in time.

28. The empty tray of room service was left in the corridor for more than an hour without cleaning.

29. After the guest's tableware fell to the ground, the service staff did not provide the same clean tableware.

30. For bills that cannot be clearly stated, discounts for certain consumption items should be clear.

1, after the service, guests wait for a long time to check out, and the check-out method is extremely limited.

When the guest was leaving, there was no service staff to help him with his coat, or the service staff didn't say goodbye to the guest.