Traditional Culture Encyclopedia - Hotel franchise - Hotel receptionist, what will you do if you encounter a complaint from a guest?
Hotel receptionist, what will you do if you encounter a complaint from a guest?
1. For guests who can solve problems rationally:
Agree or pretend to agree with what the guest said (keep silent when serious),
Take the initiative to report to the direct leader afterwards: admit the mistake first, and then emphasize the reason.
2. For guests who can't keep their heads (such as drunkards):
Stay calm and protect yourself,
Please ask the on-site leader to solve it.
Ask the security department to intervene,
Even number 1 10
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