How should I handle the service of 28 hotels?

1, what should I do if I meet a guest?

(1) Say hello and make way.

(2) If you know the name of the guest, when you meet him in the morning, you should call him "Good morning, sir (miss)! (Good morning). "

(3) Smile at the stranger and say politely, "Good morning, sir (miss)!"

(4) When you meet a guest, you should also nod or say "Hello." You can't just walk around without looking at anything.

(5) If you are a regular customer whom you haven't seen for a while, you should say, "Nice to meet you, Miss. How are you? " This will make the guests feel particularly cordial.

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

(1) Greet guests with a happy holiday mood and say some honorifics to congratulate the holiday.

(2) During the New Year, we can say "Happy New Year to you" and "Happy holidays to you".

If you meet a guest at Christmas, you can say "Merry Christmas to you".

(4) Say "Congratulations on getting rich", "Happy New Year" and "All the best" in the New Year.

(5) As a service person, you should not have unpleasant expressions in front of guests at any time, especially during festivals.

3. What should I do if I meet a guest with strange clothes and special manners?

(1) Respect guests' personal hobbies and customs.

(2) Don't watch, laugh at, talk about, imitate or give nicknames to guests with strange clothes and special manners.

4. What should I do if I find it inconvenient for my guests to move?

(1) When it is found that the guest's mobility is inconvenient and the room is far away from the service desk, if the housing situation permits, ask for the guest's opinions and contact the relevant departments, and move the room to the vicinity of the service desk for convenient care.

(2) Guests should take the initiative to press the elevator and open the door when going out or coming back, and take the initiative to help, so as to avoid accidents.

5. What if the guest accidentally falls down?

(1) Take the initiative to help the guest, arrange a temporary rest, and carefully ask the guest if he is injured or bruised, and whether he needs to call a doctor.

(2) If it is a minor injury, you should find some drugs to deal with it.

(3) Find out the cause of the fall afterwards. If it is carpet or wet ground, take timely measures or notify relevant departments to repair it immediately to prevent similar accidents from happening again.

(4) Report to the leader, and make registration afterwards, in case of inquiries from relevant parties.

6. What if the questions asked by the guests are unclear and difficult to answer?

(1) An excellent waiter should not only have a good service attitude, skilled service skills and rich business knowledge, but also be familiar with the general situation and social situation of the company. This can avoid the phenomenon that guests don't understand or know when asking questions, and it is difficult to answer them.

(2) Listen carefully to the questions raised by the guests and answer them in detail. If you don't understand or know the questions, please wait a moment, consult or ask the relevant departments before answering.

(3) If the problem is complicated and you can't think of it at once, please ask the guest to go back to the room and wait for a while before replying to the guest. If you still can't answer after trying, give the guest an answer and explain and apologize patiently.

(4) In short, we can't use words like "I don't know", "I don't understand", "I think" and "maybe" to answer questions raised by guests.

7. What should I do if my relatives and friends call you at work?

(1) Generally speaking, you don't answer personal calls during office hours. If it's not important, tell your relatives and friends to avoid calling.

(2) If it is urgent, you must make a phone call, be brief and to the point, and don't talk too much on the phone, which will affect the smooth flow of work and lines.

8. What should we do when the guest is talking and we have something urgent to find him?

(1) Never interrupt a guest's conversation. Politely stand by the guests and keep your eyes on the guests you are looking for.

(2) Guests will generally realize that you have something to ask him, so they will stop and ask you. At this time, they should apologize to other guests first: "Sir (Miss) I'm sorry to bother you."

(3) Tell the guests what they are looking for, and pay attention to brevity.

(4) The host should apologize to other guests after replying: "Sorry to disturb you." Then leave politely.

(5) If you use the above method, the guest still doesn't realize that you are looking for him, you should stand by politely, wait for the guests to talk, apologize before telling them, and apologize after telling them.

9. What should you do when you meet a colleague or subordinate who has an argument with a guest?

(1) Stop it immediately and let the parties leave. Then apologize to the guests, understand the quarrel and listen to opinions with an open mind.

(2) Be careful not to favor your colleagues or subordinates in front of the guests, let alone protect them, so as to avoid another dispute.

(3) After listening to the guest's comments, we should apologize to him again, ask him to go back to his room to rest, and explain that we will make further understanding to ease the guest's grievances.

(4) If it is understood as the misunderstanding of the guests or our fault, we should politely explain or apologize to the guests. Try to eliminate the misunderstanding of the guests, or listen to their opinions.

(5) After the incident, record what happened and its handling in detail, report to the leader and take corresponding measures to prevent similar things from happening.

10, what should I do if there is noise between employees in business (public) places?

(1) Making noise among waiters in commercial (public) places will damage the image of the hotel among guests. Therefore, this is absolutely not allowed.

(2) Although this situation is rare, if it happens, it should be stopped immediately. No matter who is right or wrong, both sides should be advised to leave the scene quickly.

(3) If the parties are subordinates, talk to them alone to understand what happened and why, and at the same time do a good job in their reconciliation.

(4) Report the incident to the superior and give appropriate punishment according to the seriousness of the case. At the same time, do ideological education to prevent similar things from happening again.

1 1. What about the guests who need to overtake in case of emergency when walking?

(1) Say to the guest first: "Excuse me, sir (miss), please make way." And then surpass it.

(2) If two guests walk at the same time, don't pass through the guests.

12. What should I do if I want to take the elevator with my guests because of my work needs?

(1) Please ask the guests to advance.

(2) If the elevator is too crowded, don't force your way in, let alone grab the elevator with the guests.

(3) When getting out of the elevator, press the elevator switch and let the guests go out first.

13. What should I do if the guest has something sad or unfortunate and is in a bad mood?

(1) carefully observe and master the psychological dynamics of the guests and do our service well.

(2) Try to meet the requirements of the guests. When guests need something, they should finish it as soon as possible.

(3) Kind attitude, patient service and concise language.

(4) Comfort the guests with honorific words, but don't chatter endlessly, so as not to disturb the guests.

(5) Show sympathy for the misfortunes or sorrows of the guests, and don't get together to talk, laugh, point at the guests or laugh loudly.

(6) Report to the superior in time and take appropriate preventive measures when necessary to ensure the safety of the guests.

14. How should guests be treated as waiters when they spit everywhere and play with ash in the lobby?

(1) First of all, the hotel should insist that every guest (including uncivilized guests) feel that the hotel really regards itself as an "emperor". The "fault" lies with the guests, but the hotel still leaves the "right" to the other party, working hard and self-denial.

(2) The hotel can impress the guests who don't pay attention to hygiene with the sincerity of "setting an example", instead of accusing, explaining or gently criticizing the guests, and demonstrating for uncivilized guests with silent language. Where the guest vomits, the waiter will wipe it, and where the guest's ash bounces, the waiter will follow the ashtray.

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

(1) At work, you should be as warm and polite to your guests, regardless of your mood.

(2) Some people may encounter something before going to work and feel very unhappy. It is true that people have feelings, but under no circumstances should they forget their private affairs and devote themselves wholeheartedly to their work.

(3) Always ask yourself whether you can smile in the service and leave a pleasant impression.

(4) As long as you always remember the word "courtesy", you can be disciplined in the service process and provide good and high-quality services for your guests.

16. What should I do if there is a small mistake in the service work?

(1) We should do our best to do the work perfectly and properly in a serious and responsible manner to avoid mistakes and accidents.

(2) The guest must apologize first and take remedial measures in time.

(3) Carefully find out the reasons afterwards and report to the leaders truthfully.

(4) At the same time, learn from experience and lessons to avoid similar mistakes.

(5) No mistake can be concealed. If you can't solve it yourself, you should ask your superiors immediately to avoid a big accident.

17. What should I do if a guest invites you out (to play or watch a play)?

(1) Attendants must strictly abide by foreign affairs discipline and are not allowed to accompany guests to visit, take photos or go to the theatre without permission.

(2) When a guest invites you out, you should politely refuse. Such as: "I'm really sorry, I have to attend the study tonight", "I'm really sorry, I have other things today" and so on.

(3) according to the actual situation, flexible use of language art, politely refuse the guests.

18. What should I do if the guest asks to take a photo with the waiter?

(1) First of all, thank you. Try to decline politely, but don't refuse the guests stiffly, which will make them unhappy. We should adopt a friendly attitude and friendly language, so as not to spoil the guests' interest and be polite. If the guests are really sincere and it is hard to refuse, we should also find more comrades to take a group photo with. Don't take photos with guests alone.

(2) report to the leader afterwards.

(3) In the process of catering service, guests often borrow the opportunity of the waiter to pour wine, tea and divide dishes. In this case, the waiter should continue to work, but keep calm and focused, so as not to affect the quality of service.

19. What should a guest do if he wants to tip a gift?

(1) First of all, you should politely decline and explain to the guests the reasons for not accepting gifts and tips (but don't say too much).

(2) If you really can't get rid of it, just accept it for the time being and thank you.

(3) explain the reasons to the leaders afterwards, and register for unified handling.

20. What should I do if a guest calls into the room?

(1) The waiter will ring the doorbell outside the door and say, "I'm the waiter. What can I do for you? " Ask the guest for permission to enter the room.

(2) It is not advisable to close the door when entering the room.

(3) When guests are invited to sit down, they should express their gratitude, but they should not sit down.

(4) Pay attention to the guest's instructions, stand up straight, don't look in all directions, leave immediately after the event, and it is not advisable to stay in the room for too long. When you leave the room, you should face the guests and close the door gently.

2 1. What if the guest behaves impolitely?

(1) It is important to distinguish the nature of this impolite behavior. If the guest throws keys at the waiter, swears, spits, etc. Be patient, keep calm and restrained, and don't conflict with the guests. According to the situation, the host should apologize to the guests first. As long as we are modest and sincere, reasonable guests will feel sorry for their impolite behavior.

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

(3) If the circumstances are serious or hitting people, the parties concerned should keep a calm and restrained attitude and never fight with the guests. If the circumstances are serious, report to the department manager and the security department immediately, and they will come forward and give appropriate education according to the different attitudes of the guests.

(4) Report the details in writing, and record the incident and handling for reference.

22. What should we do when guests criticize us?

(1) If a guest criticizes us face to face, the waiter should listen humbly and accept it sincerely.

(2) Don't rush to explain before the guest has finished, apologize for the shortcomings in the guest's work and correct them immediately.

(3) If it is the misunderstanding of the guests, the opinions put forward should also be patiently and meticulously explained at an appropriate time to win the understanding of the guests and thank them for helping us improve our work.

(4) The written criticism of the guests should also be accepted with an open mind, analyzed according to the written opinions, and good opinions should be adopted and corrected.

(5) If the guest has not left the museum, he should take the initiative to ask for advice, apologize to the guest and express his gratitude.

(6) In short, if you have any complaints about the guests, change them, and if you have no complaints, encourage them. Timely report all kinds of opinions and requirements put forward by guests.

23. What should a guest do when he speaks impolite language to the waiter?

(1) Only a few guests swear at the waiter, and the waiter should not show disgust or deliberately reply to the guests with the same rude words.

(2) Treat him with polite service language and make him feel rude. In this way, his uncivilized behavior will be restrained. This also shows our civilization and courtesy.

24. What should I do if I meet a difficult guest?

(1) In the daily service work, we should ponder over the psychology of the guests, master their personality and life characteristics, pay more attention to serving the guests with enthusiasm, courtesy, initiative and thoughtfulness, and strive to do the service well before the guests speak.

(2) Through a detailed understanding of all aspects, carefully observe and analyze the reasons for making things difficult for the guests, so as to do a good job in serving the guests.

(3) Pay attention to keep a calm attitude, treat guests with courtesy, be modest and prudent, be strict with yourself, and apologize.

(4) If it is still unresolved, it shall report to the superior and record the situation for future reference.

25. What if the guest loses his temper and scolds you?

(1) It is the duty of the waiter to receive guests. Even if you are scolded by the guests, you should receive them well.

(2) Keep calm and carefully check whether there are any shortcomings in the work.

(3) Explain and apologize politely after the guests are calm, and never quarrel or abuse with the guests.

(4) If the guest's anger has not subsided, report to the leader in time and let the leader solve it.

26. What if the guests pester you?

(1) The waiter should not conflict with the guests with any impatient and impolite words and deeds.

(2) Try to get rid of the entanglement of the guests. The comrades on duty should take the initiative to cooperate and let the entangled comrades do other work to avoid the entanglement of the guests.

(3) When a person is at the service desk and can't leave the scene, words and art should be used to get rid of the entanglement of the guests. For example, "I'm really sorry. If there is nothing else, I have to do other work. Please forgive me. "

(4) Find some work near the service desk as an excuse. Such as carpet vacuuming and service desk sanitation. On the one hand, take care of the service desk, on the other hand, get rid of the entanglement of guests.

(5) If it still doesn't work, you can hang it at a nearby service desk to hint for help or let the monitor come to the service desk alone, and you have to do other work to find an excuse to leave temporarily.

27. What should we do when guests complain to us?

(1) When a guest complains, listen patiently and let the guest finish. This will naturally calm the mood of the guests.

(2) Write down the guest's complaints when necessary, and then report to the superior. Don't rush to defend and refute.

(3) Whether the guest complains orally or in writing, he should know the situation in detail and make a concrete analysis. If it is an equipment problem, measures or repairs should be taken immediately.

(4) If the guest has not left the store, we should give an answer and let the guest know that we have handled it. If it is our fault, we can ask the manager to apologize to the guest when necessary according to the situation, so that the guest can feel that his complaint is taken seriously. If handled properly, guests will prefer hotels.

(5) We should also pay attention to the complaints from the guests, and report them to the leaders when necessary, so as to improve the service.

(6) Make records of complaints and handling process, so as to study the causes of guest complaints and prevent the occurrence of similar complaints.

28. What should I do when the guest complains about the waiter's bad attitude?

(1) In any case, apologize to the guests. Show the guests our determination to correct it.

(2) Talk to the waiter afterwards and ask about the situation before handling it.