What if the guest wants to stay but has no room?

It is not the guest's responsibility that the hotel room is not well controlled. In this case, the priority solution is to keep the guest, but the result is not to force the guest to stay, but to stay on the premise that the guest is satisfied. Satisfying guests is the first step to solve the guest problem. Then go and negotiate with other guests who have not booked. Even if the guest pays in advance, there is a small probability that he will meet a guest who has something to cancel temporarily, if he is lucky.

If all the booked guests have arrived, find a hotel colleague within 200 -500 meters nearby, which is slightly higher than the hotel level, book in advance and arrange for guests to stay. One thing to note here is to arrange a better hotel than this one for other booked guests, and the difference will be borne by the hotel itself. The hotel will arrange a special person to send the guests there in person to gain the understanding and satisfaction of the guests.

The third step is to deal with the aftermath. The hotel room explosion is a good thing from another angle, which shows that it is usually done well and the guests are very recognized. The more so, the better the reputation should be, so as not to offend the guests who continue to stay. After all, guests who continue to stay will continue to stay because they also recognize the hotel.

Summarize experience and train post personnel to learn lessons to avoid such problems from happening again.

Remember several key points in the whole process.

1, don't drive away the guests if they want to stay for a month? If the loss is greater.

2. Never blame colleagues or clients. If there is a problem, solve it from the guest's point of view. At this time, the team needs to show the cooperation agreement and complain that it can't solve the problem.

3. Screen other booked guests. If you book for more than two days, don't coordinate to change hotels, and give priority to booking for one day.

4. When arranging guests to stay in other hotels, they must be accompanied by the hotel manager level. On the one hand, they will feel the attention of the hotel and get satisfactory results. On the other hand, it is also the most important aspect to keep the contact information of the guests, so as not to let the guests lose, and not to let the guests feel that the arranged hotel is better than your home in the end.