A mouse climbed the table of Shanghai five-star Puli Hotel. How did the hotel solve this problem?

It is really disappointing that the five-star Puli Hotel in Shanghai handled the time when the mouse climbed onto the table.

At the beginning of the incident, the hotel waiter didn't say anything. After the mouse climbed onto the table for the second and third time, the customer said that he couldn't stand it, so he motioned the customer to change seats. I didn't apologize, just said that the two cups of coffee the customer drank were gifts. Afterwards, the customer attacked Weibo, changed hotels, and responded by contacting a third-party pest control company, strengthening front-line staff training, and apologizing to the customer.

From the way the hotel handles it, we can at least see the following problems of Puli Hotel.

First of all, health problems are worrying.

We often say that when we see a cockroach, there must be a group of cockroaches moving in the dark corner, because there are too many cockroaches, and they all have to be exposed to the sun.

So are the mice in the hotel. When we see mice climbing on the dining table again and again, and hotel attendants are indifferent to such incidents, we need to be aware of the sanitary problems inside Puli Hotel. Maybe the hotel's hygiene is not very bad, but it is definitely not very good. Compared with this famous five-star name, it is really out of proportion.

Second, backward management.

Judging from the way the hotel waiter handled this matter, the training management of this hotel is very backward.

Faced with this situation, even in small restaurants, the other party's food expenses will be exempted, and even some coupons will be sent to express sincere apologies to customers. However, the waiter in this hotel is indifferent and the handling method is quite perfunctory. This quality is really a five-star brand.

The reason why a five-star is a five-star is that besides luxurious decoration and delicious food, isn't the most important thing service? Puli Hotel has lost this basic quality. This is the dereliction of duty of the hotel management.

Third, poor public relations coping ability.

When the customer sent the problem to the network, the hotel thought of a solution. This kind of public relations consciousness is really unbearable. Nowadays, with the development of the Internet, the spread of news is growing at a geometric speed. When there is a problem, the hotel should solve it as soon as possible, instead of waiting until the problem is exposed to online fermentation before responding late. This is not the quality that service industry practitioners should have.

Not only Puli Hotel, but also other hotels should learn from it. As a service industry, hotels should focus on service, and should not be conceited because they have achieved certain results, otherwise they will stumble like Puli Hotel.