Hotel front desk problem

You directly search for love questions.

I have some here.

1. What if the guest comes to check in without an appointment, but the room is full?

First of all, I apologize to the guests. "Sir (miss), I'm really sorry. This room has just been fully booked. Shall I contact other hotels nearby for you right away? " After getting the guest's consent, contact him, and then tell the guest, "We will contact you once there is a check-out, and you are welcome to come again next time."

2. What if the guest calls after entering the room and says he doesn't like the room and asks to change rooms?

To find out why the guest checked out, "What kind of room would you like to transfer to, sir (miss)?" Adjust to the right room according to the situation. If there is a problem with the room equipment, immediately notify the relevant personnel for maintenance; If there is any service problem, you should report it to the chief officer on duty as soon as possible and apologize at home. If you can't solve it for a while, you must apologize and explain it well. "I'm sorry, there is no room at present. Shall I let you know as soon as there is a room? " Let the customer feel that his request has been taken seriously.

3. What should I do if the guest insists on a big discount because the house price is too high?

First of all, explain well, such as introducing the room facilities, so that guests feel that the price is worth it. And politely told the guests that "the discount you enjoyed today is our first exception, and the room is fully equipped and the most favorable." If the guests really can't accept it, they can introduce them to rooms with lower prices.

Late at night, a guest called to complain that the guest next door was noisy and couldn't sleep. What should I do?

1. First of all, apologize to the guest and ask for the room number, including the noisy room number next door, to comfort the guest. This matter will be solved soon. 2. Then, politely call the noisy guest: "Hello, I'm sorry to bother you. It's late at night, and all the other guests are resting. Would you please keep your voice down? " So as not to affect the rest of other guests, thank you for your cooperation! "If it's a visiting guest, tell him:" According to the regulations, it's visiting time. If there is anything else, please go to the lobby. If you need to stay overnight, please get another room. "

5. What if the guest feels that the check-in procedure is too complicated and is unwilling to fill in the registration card?

Answer: 1. Explain the relevant provisions of check-in registration.

2. Help the guest to fill it out and please sign it.

3. Archive the guest information, and then help the guest fill in the registration form before check-in.

6. What should you do when an incoherent and obviously mentally abnormal guest comes to the front desk and asks to check in?

A: 1, politely declined to stay.

Please ask the security personnel to take the guests away from public places.

3. Contact the police station for help.

7. When you were on duty, a person dressed in strange clothes and acting in a special way came to ask. How should you receive it?

A: 1. Respect guests' personal hobbies and customs.

2. Don't watch, ridicule, discuss, imitate or take nicknames.

3. Learn more about the guest's inquiry scope and provide correct and quick inquiry service.

8. What should I do if the guest asks for an extra bed?

Answer: 1. Respond to the guest in time and inform the guest of the charging standard for extra beds.

2. Inform the room center to add extra beds to the room.

3. Check whether the bed is firm and easy to use before adding the bed to avoid accidents.

4, equipped with bedding and add a set of supplies.

9. What should I do if I know it's my guest's birthday when I check in?

Answer: 1. The lobby manager should be informed so as to prepare birthday cakes and flowers for the guests in time.

When the guests come to the front desk to inquire or check out, I wish them a happy birthday to congratulate them.

10, a guest checked in at noon 1 1: 00, and the room was not clean. What should you do?

Answer: 1. Apologize to the guests and explain that the check-out time is 12: 00am, so many rooms have not been tidied up.

It is suggested that guests register first, and then invite them to eat or have a rest first. We will immediately inform the waiter to clean the room as soon as possible.

Thank you for your cooperation.

1 1. A guest came to check in. He said that his friend Mr. Li had booked a room, but Mr. Li arrived a little late. He first checked into Mr. Li's room. What should you do?

A: 1. Find out if Mr. Li confessed.

2. If Li Xianxian didn't explain, if there is a room, please ask the guest to open another room.

Confirm with Mr. Li when he arrives.

12. One day, a guest called to reserve a standard room for next Saturday, but according to the forecast, the standard room for that day was fully booked. What should you do at this time?

Answer: 1. Explain to the guests that the standard room is fully booked for that day.

2. Recommend other types of rooms to guests.

3. Put the guests on the "waiting list" (i.e. waiting list).

4. Leave the contact number of the guest, and confirm with the guest immediately once there is a standard room.

13. A full-price guest said that the rent was too expensive and he didn't like the facilities and types of rooms. He asked for a 30% discount. What should you do?

Answer: 1. In principle, the request should be politely refused, indicating that the room was arranged after soliciting the opinions of the guests.

If the guest is not satisfied with the room next time, it is suggested to inform us to change rooms as soon as possible.

Ask the guests what they think of the room, so that we can improve it in the future.

Introduce other types of rooms in the hotel to the guest, and welcome him to come next time.

If it is in the off-season or the guests have stayed in our store, we can give some discounts according to the situation.

14. It is very common for guests to take things from hotel rooms. When you find that a guest has taken something away from the room, such as the TV remote control, and the guest is checking out, what should you do to make the guest hand over the hotel's things, so that the hotel will not suffer losses and the guests will not feel embarrassed?

A: 1, politely ask the guests to provide clues to help find it.

Please ask the room attendant to check it again.

3. Inform the guest that the articles can't be found, whether they were taken away by visiting friends or relatives, or were hastily packed in the luggage.

4. If the guest disagrees, patiently explain the hotel regulations to the guest and ask for compensation.

If the guest really likes this item, you can try to buy it for him.

15, the guest has arrived at the check-out date but hasn't left yet. What should you do as a receptionist?

Answer: 1. Take the initiative to contact the guests to find out their exact departure date.

2, pay attention to language skills, to avoid the guests misunderstanding we drive them away.

3. If there is any change in the rent of the guest's continued residence, it should be explained to the guest.

4. If the room is full that day, explain the situation to the guests and help them contact other hotels.

5. Disturb guests to apologize and change relevant information.

16. What should I do if I have any objection to the guest's statement?

Answer: 1. Check the differences and correct the mistakes in time.

If the actual cost on the bill is higher than the guest's budget, please explain in detail.

3. Explain clearly the expenses other than rent and urgent service, and let the guests understand that the expenses are reasonable.

4. If it is wrong, check and correct it immediately.

17, a celebrity is staying in your hotel. Someone claimed to be a reporter of a newspaper. He asked for the guest's room number and wanted to interview him. How should you handle this matter?

A: 1, politely refused to tell the room number and explained the relevant regulations.

2. Ask reporters to show relevant certificates and verify their identities.

3. Contact the reception department or the guest's assistant and entourage, and ask them to arrange.

18, a female guest came to report that she was often harassed by some unknown phone calls at night. How did you handle it?

A: 1. Learn more.

2. It is suggested that guests transfer rooms or keep the room number confidential, and all calls are transferred through the switchboard.

3. Notify the security department to take security measures.

It happens again.

19. What should I do if I find that the guest has not returned all night or there is no luggage in the room?

Answer: 1. Check whether the room is abnormal.

2. Find out whether the guests are in other rooms.

3. Contact the reception unit to find out whether there are going out arrangements.

4. If you don't know where it is or can't find it, report to the superior immediately and pay close attention to the room.

5. Adjust the room rate to zero to avoid exceeding the room rate.

If there is nothing in the room, we should consider whether the guest has evaded the account.

20. What should I do if I receive a guest's request to rest in the room and ask anyone not to bother me or answer the phone?

Answer: 1. Confirm the room number, name and time period.

2. Inform the switchboard to make a phone call and the housekeeping department to make a manual call.

3. Make records.

4. Contact the guest to cancel the interruption.

2 1. What should I do when I find that my guests don't know how to use our equipment?

A: 1. First of all, apologize to the guests, and don't dislike and laugh at them.

2. Make a detailed introduction to the guests and patiently explain the usage to them.

Pay attention to attitude and language art when speaking, so that guests will not feel embarrassed because they don't know how to use room equipment. You can't look down on the guests because of this and think they are rustic. You shouldn't show this emotion and even cause the guests' unhappiness.

4. If the guest is still unclear, please ask the room attendant to give a live demonstration.

22. The question asked by the guest is unclear and difficult to answer. What should I do?

A: 1. Listen carefully and answer in detail.

2. If you don't know or know clearly, and you can't answer the questions clearly, please wait a moment and ask the relevant departments for an answer.

If you can't think of a question at the moment, please go back to your room and wait for a while, and then answer after thinking clearly.

If you still can't answer after your efforts, you should give the guest an answer, explain patiently and apologize.

23. The guest is talking. What should you do if you have something urgent to find him?

Answer: 1. You should politely stand by the guests and keep your eyes on the guests you are looking for.

2. Apologize to other guests when they stop talking voluntarily.

3. Briefly explain the reason for looking for guests, and apologize to other guests after they reply.

4, if you use the above method, the guest is still unaware that you are looking for him, you should seize the gap in the guest's conversation with the guest's consent and state the reason for the interruption.

24. What should I do when I meet my guests on Christmas, Spring Festival and other festivals?

Answer: 1. Greet guests with a happy mood during festivals, and greet them with festive greetings such as Merry Christmas, Happy New Year and Congratulations on Getting Rich.

It should be noted that you can't have unpleasant expressions in front of the guests at any time.

25. What should I do when a guest behaves impolitely?

A: 1, reasonable and restrained, neither supercilious nor supercilious.

2, distinguish the situation, unintentional, regardless, malicious, it is recommended that guests calmly discuss and solve the problem.

If the guest is aggressive in language or behavior, he should keep a calm and restrained attitude, and should not respond with rude words, but infect the guest with courtesy.

If the waitress is frivolous or even hands-on, the waitress can quickly avoid it, and the waiter should take the initiative to deal with it.

5, if the circumstances are serious or hit people, should immediately report to the superior, at the same time, detailed records.

26. When you are working at your post, guests are pestering you to chat. What should you do?

A: 1. Ask the guests if they need help.

2. Explain politely to the guests that working hours are not convenient for long talks.

If the guests don't give up, they can find an excuse to stay.

27. What should you do when a guest gives you a small gift or tip to show his gratitude?

A: 1. Thank you for your hospitality.

2. politely refuse the guest's gift.

3. If it is difficult to entertain, give the tips and gifts to the superiors.

28. What should I do if a guest invites you out to play or go to the theatre?

A: 1. Thank you.

2. politely decline.

3. Pay attention to the language skills of refusal.

29. What if the guest asks to take a photo with you?

Answer: 1. Thank guests, but politely refuse them.

2. If the guests insist on taking a group photo out of goodwill, they must obtain the consent of their superiors, and they can take a group photo with the guests without affecting their work and hotel style.

3. But avoid taking photos with guests alone.

30. What should I do if I feel bad during the service?

Answer: 1. Remember, our job is to serve the guests, not ourselves, so we can't bring bad emotions to work.

2. Your bad mood will cause mistakes at work and dissatisfaction of guests, so try to restrain yourself.

3, according to the facts is difficult to control, should be temporarily avoided, wait for emotional stability before serving the guests.

3 1. What should you do when you meet a subordinate arguing with a guest?

Answer: 1, based on the principle that "the guest is always right".

2. Stop employees quarreling and ask them to quit.

3. Apologize to the guests, ask about the situation and solve problems for the guests.

4. Educate employees afterwards.

32. How to serve special guests?

A: 1. Respect guests and be patient and considerate in service.

2, take the initiative to help the guests, give priority to meet the requirements of the guests, and give special care.

3. The service for sick and disabled guests should be timely and thoughtful, and the service for drinking guests should be patient and meticulous, and the characteristics of children should be mastered.

4, record the characteristics of the guests, to the relevant departments, to provide services for the guests at any time.

33. How to serve picky guests?

Answer: 1. Treat each other with courtesy, listen to the guests' criticisms carefully and patiently, and never argue with them.

2. Don't impose your wishes, ideas and store rules on others, and you can't affect your work mood for this;

3. For the questions raised by the guests, insist that the interests of the hotel will not be harmed and try to meet the requirements of the guests; If it is unreasonable or unsatisfactory, it is necessary to politely refuse.

4. The service level of picky guests should be consistent and must not be discounted.

5. Record the names and characteristics of picky guests, so as to provide targeted services.

34. What should I do if I find the guest inconvenient to move?

Answer: 1. Take the initiative to serve guests.

2, for example: for example, helping guests, helping with luggage, etc.

3. Arrange a room near the elevator or service desk.

4, notify the relevant departments, special care for the guests.

35. What if the guest has something sad or unfortunate and is in a bad mood?

A: 1. Sympathize and comfort the guests.

2. Ask the guests if they need help.

3. Avoid stimulating guests' behavior.

4. Let the guests have a quiet environment.

5. Take preventive measures to ensure the safety of the guests.

36. A check-out guest called you and said that he left his mobile phone charger in his room when he checked out this morning. What should you do?

Answer: 1. Ask the guest's name, room number, charger brand and contact information.

2. Find the lost and found office.

3. Contact the guest immediately after discovery to determine how to deal with it.

37. The guest asked us to be the agent. What should we do?

Answer: 1. Understand the details of the entrusted matters and go through the formalities.

2, do your best, you can't make a guarantee if you are not sure.

3. Deal with it immediately, feedback the results to the guests in time, and settle the accounts and bills.

4, don't apologize to the guests, explain the situation, and put forward positive suggestions, report to the leadership when necessary.

38. A Mr. Wang came to the front desk to leave a message for an in-house guest, who visited but was not in at this time. What should you do?

Answer: 1. Pay attention to Mr. Wang's appearance, so that the guests can describe it in detail when they come back to ask.

2. Please leave a message.

3. Give it to the guests immediately after they come back.

39. The telephone is the most commonly used tool at the front desk. How should I answer the phone at work?

Answer: 1. Please answer within three times when the bell rings.

2. Say hello to the guests, report to your department and ask the guests what they need.

3. Listen carefully and take notes.

4. The volume is moderate, the tone is kind and the words are clear.

If several phones are ringing at the same time, you should pick up the phone first, let the guests wait for a while, and then answer them one by one.

6. Keep the right posture.

40. How should you deal with the sudden fire in the work area?

A: 1. Stay calm.

2. Ask colleagues nearby for help.

3, notify the fire center, telephone switchboard and leadership, clearly tell the location of the fire, burning materials, fire situation, and my name.

4, in the case of safety, try to put out the fire with the nearest fire extinguisher.

4 1. There is a guest who needs to check in, but this guest's room has been reserved. What should I do?

A: In line with the principle of giving priority to guests, contact the reservation department to transfer rooms, go through the formalities of continuing the stay for the guests and confirm the specific check-out time.

42. What if the guest claims that the key can't open the door with his room card?

Answer: 1. First, greet the guests warmly and politely, and check their names in the computer.

2. Use the key card computer to check whether the room card is the guest's room number and production period, so as to avoid the guests from fishing in troubled waters.