If there is a problem with hotel services, what should the tour guide do?

1. Brief analysis of the situation

Troubleshooting the faults at the accommodation is relatively easier than the above-mentioned faults. This is because the current hotels and restaurants in my country are relatively good in terms of software and hardware. However, This does not mean that tour guides can take it lightly. Failures in accommodation sites do sometimes exist. For example, tourists have arrived at the hotel, but the room is not ready yet, the hotel room has a peculiar smell and is not clean, some waiters are not friendly to tourists, and the service is not adequate, the guest elevator of the hotel is out of order, and the food in the restaurant is unhygienic. Tourists' luggage was not delivered to the room in time, etc.

2. Reference tips

To troubleshoot service failures in accommodation units, in principle, you must master a few things: first, confirm with the hotel in advance to be aware of it; second, if something goes wrong Troubleshooting should be proactive and helpful. For example, if the tour group has arrived at the hotel, but the room is not ready yet, if the tour guide and the hotel front desk clerk blame each other in front of the tourists, that would be a serious mistake, because the vast majority of tourists are not interested in this, they just want to go quickly. Click to enter the room. At this time, the tour guide should take active measures to alleviate the tourists' worries, such as introducing the hotel's facilities, the next day's itinerary and the morning call time to the tourists. Generally speaking, the hotel will not take too long to tidy up the rooms. If necessary, try to give every tourist a seat to rest, so as to avoid a chaotic situation that may cause the hotel to have objections to the tour guide.

As for the smell and uncleanness in the room, the tour guide should promptly submit a room change request to the front desk and help tourists move into the changed room. In addition, tour guides must coordinate as soon as possible to deal with issues such as the attitude of hotel waiters, elevator problems, unclean food, etc., so as not to cause resentment and dissatisfaction in tourists' hearts.

As for the problem of tourists’ luggage arriving late, tour guides should not think it does not matter. Most tourists want to take a shower as soon as they arrive at the hotel. Some middle-aged women have the habit of not going out without makeup. How important tourists are. At this time, the tour guide needs to appease the tourists on the one hand; on the other hand, he needs to find out the reason for the late arrival of the luggage. Is there something wrong with the luggage cart, or is the luggage already in the hotel luggage room? Only by finding out the reason for the late arrival of the luggage can he tell the tourists something. Account. Of course, if there are other activities at night and the tour guide knows that the luggage will arrive late, then the tour guide will avoid talking about the luggage and wait until the night activities are over and the luggage will naturally arrive at the hotel. Generally speaking, the time for late luggage is limited.

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