A Case Study of Freshman Hotel Management

1\ There is a sneaky person outside the hotel. First, we need to make sure that this person's location is in the hotel. If it's in a hotel.

A, if I was a waiter at that time, I would report to the supervisor, who would report to the monitoring center (security department), report to the monitoring center in the absence of the supervisor, and then report the incident to the supervisor. B. If I am a security guard, doorman or concierge at the entrance of the lobby (outside the hotel gate), I will take the initiative to ask the guests if they need help (although I know the unusual characteristics of that person, I should be a professional as a hotel employee). If the guest says no, stay in the gate area, I will follow the operation process of A. If the guest hasn't left for a long time, please find the assistant manager or the manager on duty to know the truth and let him leave gracefully.

2. If the real suspicious person is not outside the hotel (for example, the street is in front of some business hotels and belongs to public areas), the monitoring center (security department) will turn on the monitoring camera and monitor it from time to time. If there is a case, it is a very important clue or evidence. PS: Outside the hotel, the hotel has no right to manage the company, and the hotel needs to consider many other factors. What if this suspicious person is a friend of an important hotel guest? The hotel did do some impolite behavior, which was an irreparable loss for the hotel.

When we meet the first question, we should make it clear whether the hotel should be in charge or not. How to manage? If there are current cases or other accidents, how can the hotel remedy them?

The second question:

There are many factors in this problem, not just a domestic department. This can be explained from several aspects:

1. Dirty rooms cannot be sold to guests. If the dirty room is sold to the guest by mistake due to the operation problem of the reception in the front hall, the assistant manager, department manager or duty manager of the lobby should go out to make money for the guest (sincerely and willingly), upgrade the guest to a more advanced room for free, send a fruit basket and dessert, and finally find out whether the guest is satisfied. If the guests are not satisfied, they will be given a discount or free of charge, which is definitely the fault of the hotel. I'm afraid I will meet some persistent guests. After solving the problem, confirm whether it is the work error of HSKP that misreports the dirty room or the operation error of the front desk reception, implement the responsibility and punish it, and take this as a case to train in the hotel to prevent such things from happening again.

If the room attendant sells the room to the guest because the room is not clean, not only the waiter but also the head waiter is responsible. The method of solving guest complaints shall be implemented in accordance with 1. Usually the HSKP waiter cleans the room. Make sure the room is clean after cleaning. After confirmation, fill in the report form and report it to the room service center. The foreman or supervisor on duty will patrol. After rounds, it is confirmed that it is clean and can be sold, and then it can be sold in a clean room. If it is a VIP, according to the VIP level, the assistant manager of the lobby, the front office manager and the director of room service are required to conduct the third round before the guests arrive at the store. Swearing is wrong. Swearing won't solve the problem. It will happen again next time. After fulfilling your responsibilities, you should sign a trouble ticket. If the situation is serious, you may be fired. If it is a state guest reception, the department manager will be laid off. After the problem appears, it is necessary to carry out rectification and training for the link with the problem.