Do hotels need to pay attention to drunken people?

1, the guest got drunk and asked the waiter for a discount, but what about other leaders?

A: You must be calm and don't be afraid. Ask other waiters to hold the guests steady first, pour tea for them to sober up, and inform the security department not to make trouble, not to leave tickets, ask the guests' friends to explain why they can't get a discount, and at the same time send fruit bowls to apologize.

2. What should I do if the guest asks the waiter to accompany the wine?

A: You can say that you can't drink and get drunk when you touch alcohol, so you can't provide quality service to customers. Please forgive me. Tea can be used instead of wine to show respect. You can also introduce our marketing manager or other leaders who can give drinks to guests, persuade them to drink for you, and also provide marketing managers and leaders with an opportunity to communicate with customers and safeguard them. This is a way to kill two birds with one stone.

3. What if the guest is drunk and vomits?

Answer: 1) If guests are found drunk, they should try to reduce or stop providing alcohol.

2) If the guest has been drunk and vomited, take the initiative to send towels and strong tea or hangover drinks according to the guest's opinions.

3) Help drunken guests get on the bus to prevent them from hurting themselves or others.

4) Clean up the vomit in time and claim compensation according to the dirty carpet (etc.). ).

5) Please pay or sign the bill in time. If they don't wake up, they should explain to their companions, which will be done as soon as possible.

4. What if the guests get drunk and damage the restaurant items?

It is best to put a price list of equipment damage compensation in the restaurant, and be sure to install a camera to facilitate evidence collection. Depending on the drunkenness of the damaged goods, if conscious, remind them to pay compensation according to the price; If you are drunk or have a tendency to make trouble, ask the main guests or customers who are not drunk to explain the situation and ask for compensation.

5. What should the guests do if they get drunk and have an argument or even fight?

Answer: 1) Take the initiative to persuade both sides to stabilize their emotions. If possible, if other guests agree, move one of them to another table in the distance.

2) When fighting, notify the security department and relevant personnel to cooperate to stop it, and notify the local public security organ to handle it if necessary.

3) Keep calm, try to stabilize the mood of other guests, and continue to eat and entertain.

4) Check the damaged items to see if anyone is injured, so as to claim for compensation.

6. What if a guest gets drunk and hits an employee?

If an employee is beaten, he must stop the guest at the first time → then call the police → then appease the employee → observe the injury → it is best if there is no injury → if there is injury → go to the hospital quickly → arrange other employees to cover the shift → identify the injury → find the police handling the case → ask the police to ask the attacker for medical expenses. Don't hit people just to stand up for employees. As long as you hit someone, the employees will fight for nothing. If it is a hotel chain with insurance, you can reimburse some medical expenses through insurance.

Summary of handling drunken customers in restaurants;

In the service process, pay attention to the guests' drinking dynamics and expression changes, and can dissuade them according to the specific situation.

When individual guests are drunk and drunk, the restaurant supervisor will come to the scene within 2 minutes to calm them down, persuade and help them leave the restaurant, and help them sober up without affecting other guests' meals.

Services for drunken guests:

1) Arrange the guests in a remote and quiet place;

2) No more alcoholic drinks for guests;

3) provide guests with drinks that help to relieve hangover;

4) Prepare towels, toilet paper, hot tea and plastic bags to prevent guests from vomiting.

Pay attention to the meaning:

Pay attention to the guest's mood, care about the guest properly, and be careful not to stimulate the guest in words and actions, causing the guest to be impulsive; If drunken guests are accompanied by other guests, remind other guests to take care of them; Find out the ability of drunken guests to pay, and provide general drinks first if they are not clear; If the guest's language and behavior are difficult to control, inform the security department and the assistant manager of the lobby in time, and send the guest to the room to rest.

If the guest is found to be delirious, disruptive, drunk, disturbing public order, he should immediately report to the superior, notify the security department, and advise him to stop and isolate. If anyone or anything is found to be misbehaving, it should be closely monitored and controlled.