How to deal with the food problem in the hotel?

If it is really caused by the food in the hotel, it needs to bear the corresponding liability for compensation, but the other party needs to provide the diagnosis and corresponding evidence.

Before the truth is known, the most important thing is the health and safety of the guests. Our hotel can be said to care only and say nothing. As long as our care is in place, nothing needs to be said.

If the hotel can give him family-like care in the first place, I believe he won't be so shameless as to ask the hotel for an explanation. Even though he is a scoundrel, he still wants to say something. But we can't talk until the diagnosis report of the hospital or the test report of the food samples left in the hotel comes down.

If you can make him feel at home, he will be your volunteer propagandist when he goes back. Finally, when communicating with guests, don't forget to pay attention to some ways and means. For example, you can say, don't worry, after the doctor's diagnosis report or food sample inspection report comes out, we will definitely bear our due responsibilities.

How to handle guest complaints:

1, dirty guest clothes

The waiter should take the initiative to apologize to the guests and explain that he can be responsible for cleaning. In principle, the restaurant is responsible for soiling the guests' clothes, but don't let the guests know. It is said that withholding the waiter's salary can win the sympathy of the guests, otherwise a lion may ask for compensation.

2. When eating, the guests asked for returning the dishes, changing the dishes, and leaking the dishes, complaining that the products were not good.

Some people complain about the dishes, such as undercooked or overcooked. After inspection, it is really the kitchen's own problem and should be returned unconditionally. In addition, there may be too many guests, fearing that they will not finish eating. Check whether the food is ready first. If it is not done well, it can be returned. If you do, you can't return it. This is not a quality problem. Explain the truth to the guests and persuade them not to return. If you can't finish eating, you can pack it and take it away.

3. There are metals, glass, insects or sundries in the food.

First, try to take away the evidence to test whether it is true or not, and then send a ministerial manager to apologize to the guest and cook him new dishes. After all, give him a discount to avoid reporting complaints.

4. Hotel guests' belongings were stolen.

First of all, you need to comfort the guests. If the guest asks the store for compensation, he can explain: "Your request for compensation is understandable, but we also have our difficulties. We have never seen what your bag looks like, nor have we seen anything valuable in it. Once we are asked for compensation, we cannot accept it. In this way, call the police first and let the police station make a decision. If it is our responsibility, we will compensate you. "