How should I explain to the guest that the room card was duplicated?

It can be explained that it was caused by busy work. You should apologize to the guests, compensate for the losses, and take necessary measures to prevent similar situations from happening again.

Of course, duplication of rooms in a hotel is a rare occurrence, but duplication of rooms often results in serious consequences, so when dealing with it, you must act decisively and be polite and courteous. For hotels, opening "double rooms" is a big taboo. This not only causes inconvenience to the two groups of guests who check in, but also leaks the privacy of the guests, and has a negative impact on the reputation of the hotel.

Responding to guests’ complaints about re-occupancy:

1. Who will handle it.

Judge whether you have enough experience to handle it and meet the guest's room change needs as soon as possible. If a guest has strong emotions, he should immediately report it to the front office manager and ask the store general manager and duty manager for help as appropriate.

2. Find out the whole story.

Clear the various aspects that led to the problem in a timely manner and discover the problems to prevent them from happening again in the future.

3. Timeliness.

Once a duplicate room occurs, it will have a negative impact on the relevant guests. At this time, it is very important to deal with the timeliness. The faster the problem is solved, the smaller the negative impact will be. Therefore, the matter of re-occupancy should be dealt with first to avoid aggravation of guests' emotions.

4. Apologize proactively.

Now that the mistake has occurred, the front office manager or even the store general manager must personally apologize to the guest, ask for the guest's understanding, and accordingly provide the guest with some discounts, benefits or compensation according to the hotel's situation, so as to minimize the impact. change. Only by taking the initiative can we solve things better.

Reasons for opening heavy rooms

1. Not rigorous enough.

When checking in guests, especially during holidays or peak hours, the front desk may be busy. If it is not rigorous enough, the wrong room number may be registered; or when room staff or security personnel open the door, , opening the door without checking the guest's information with the front desk staff.

2. Violation of standard operating procedures.

For example, the front desk hands over the room card to the guest before checking in, which is inconsistent with the uniform implementation of standard operating procedures.

3. Insufficient working understanding.

During particularly busy booking periods, it is necessary to maintain communication with colleagues who are selling properties at the same time to avoid duplication of properties.