Hotel service details

1. What should I do if I find a guest using electrical appliances in the room?

Answer: the room attendant should politely explain the unsafe factors of using electrical appliances in the room; If the guest needs to eat in the room, tell the guest the hotel's dining service; Report this situation to the assistant manager of the lobby and the security department in time.

2. The front desk informs a room to check out, and the waiter needs to check the room as soon as possible, but the guest is still in the room with a "Do Not Disturb" sign. What should I do?

Answer: reflect this situation to the reception desk; Pay attention to the situation of the room and make patient rounds in time after the guests come out; Note: even if a room is notified to check out, if the "Do not disturb" sign is hung in the room, it is still not allowed to disturb the guests.

What should I do if the guest doesn't want to see the visitor?

Answer: politely explain to visitors that they need to rest or do something, which is inconvenient for reception; Invite visitors to the reception desk and provide them with message service; If the guest is unwilling to leave or shows signs of harassing the guest, he should promptly notify the security department to solve the problem. Note: Don't tell visitors directly that they don't want to meet, and don't let visitors stay on the floor and wait for them.

4. What should I do if the guest has the room key and wants to go into the room (the guest is not here) to pick up the items?

A: First of all, politely understand the information of the visitors about the guests (name, gender, company name, relationship with the guests, check-in date, etc.). ), and find the guest's phone number to contact him; Then go through the visitor registration procedures and accompany the visitor to the guest room to pick up the items; After the tourists leave, they should record the items taken away in time; After the guest returns to the store, explain to the guest in time; If you want to take the guest's valuables, you must show the guest's authorization, otherwise you will be politely refused.

5. What should I do if the guest is in the room while cleaning the room?

Answer: You should politely ask the guests if they can tidy up the room at this time. In the process of cleaning, the door should be completely opened; In the process of cleaning, the action should be light and fast; If the guest has any questions, look at them politely and answer them. In case of visiting guests, ask if they can continue cleaning; After cleaning, apologize to the guests and ask if you need other services, then exit the room and close the door quietly.

6. Late at night, the guest called and said that the guest next door was noisy and couldn't sleep. What should I do?

A: First of all, I apologize to the guests. Ask the room number of the guest next door, call or go directly to the room to persuade the noisy guest; If the guests are still noisy, report the situation to the lobby for sorting out.

7. What if the guest complains that the guest has sent the wrong clothes?

Answer: Understand the number, color and characteristics of the guests; Paired with the original laundry list; If it is a mistake, you should consider whether you wrote the wrong room number or sent it to the wrong room, and then check the clothes sent to other rooms that day; If it is a single mistake, first of all, it depends on whether other rooms on the floor reflect that the clothes are wrong; If you really can't find it, report it to the lobby for sorting.

8. What if the guest leaves the store early but the guest's clothes haven't been washed yet?

Whatever the reason, you should apologize to the guests. Then explain the cleaning situation of the guest's clothes to the guest. If it is timely, it should be cleaned immediately and sent to the guest room; If it is too late, you should also pack it in the guest room and reduce the laundry fee as appropriate.

9. What if the phone rings when the guest is not in the room?

Answer: it is not appropriate for the waiter to answer the phone because: the guest rents this room and the right to use it belongs to the guest; Consider protecting the privacy of guests; Avoid misunderstanding.

10, what if a guest comes in from an outside line and asks to check out?

Answer: explain to the guests that they must check out and return the keys before checking out; If the guest can't return to the hotel to check out before noon 12: 00 due to delay, he can be allowed to check out later according to the situation; Arrange the departure time with the guests and pay the rent for overtime; If the guest fails to check out at the appointed time, notify the cashier to check out.

1 1. What should I do if I find a guest drinking continuously in the room alone?

A: The room attendant pays special attention to the guest's dynamics; If appropriate, you can borrow room service to observe the guests, but it should be noted that two waiters must enter the room together, and it is forbidden to enter the room alone; Inform the assistant manager, who will know the situation and make suggestions to the guests.

12. What should I do if I find a guest cleaning shoes with towels or sheets in the room?

Answer: tell the guest that there is a shoeshine worker or shoeshine service in the hotel room; Indicate the location of the shoeshine worker or the telephone number of the shoeshine service; Try cleaning towels or sheets soiled by guests. If it can't be cleaned, you should claim compensation from the guests according to the hotel regulations.

13. What should I do if I find a guest quarreling and fighting in the room?

A: report to the assistant manager of the lobby and the security department immediately; Advise the two guests to leave the scene, pay close attention to the development of the situation, and check the guest room at an appropriate time. If you find any damage to the equipment or articles, you should report it to the assistant manager in the lobby in time and claim compensation from the guests.

14. What should I do if the guest asks to put flowers in the room?

Answer: Understand the type, quantity, arrangement and time of flowers requested by the guests, and ask the guests what taboo flowers they have; Understand the reasons why guests put flowers, and further provide meticulous service. If it is a guest's birthday, you should congratulate them. Inform the required fees as appropriate and ask the guests to pay or the hotel to sign for exemption; According to the requirements of the guests.

15. What if the guest is drunk?

Answer: inform the foreman and the assistant manager of the lobby and the security department; Arrange guests to go back to their rooms to rest. Never help drunken guests into their rooms alone. Ask colleagues for help. Put the trash can beside the bed and prepare toilet paper and mouthwash; Ask the guest for advice and make a cup of hot tea for the guest. Please ask the security department and the assistant manager of the lobby to assist in the uniform if you find that the guest has vandalism due to mental disorder. Pay close attention to the movement in the room to prevent damage to the items in the room or fire caused by smoking. If there are special circumstances, enter the room with the first mate for inspection.

15, when cleaning the room, the guest came back, what should I do?

A: First of all, politely ask the guest to show his room key or room card to make sure this is the guest's room. Ask the guest if he will clean the room later. If he can continue to clean, he should clean as soon as possible so that the guests can have a rest.

16. The switchboard informed a room that there was an outside line and the phone could not be connected. The room attendant needs to remind the guests, but there is a "Do Not Disturb" sign on the door. What should I do?

A: If there is a "Do Not Disturb" sign on the door, even if the outside line is urgent, you can't disturb the guests. Inform the operator of this situation in time, and the operator will leave a message service for the guests.

17, what should I do if I find that my guest's clothes are broken and his buttons are missing when I am ready to wash his clothes?

A: The laundry will fill out a notice about the special problems of the guests' clothes and send it to the guests. Please wash it after the guest approves and signs it; If the guest is not in the room, it will be a quick laundry, which will be approved by the assistant manager in the lobby, but the notice must still be sent to the guest in advance; Pay attention to this kind of problem, that is, don't delay the guest's time and don't argue with the guest.