What should hotel guests do if they are drunk?

First, drunken guests belong to in-store guests.

1. When the hotel business premises cannot check out due to excessive drinking, the waiter should try his best to find out the guest's room and coordinate with the drunken guest's companion to deliver it to the room. If the drunken guest's companion has left, confirm the guest's room and room charge with the lobby manager, and inform the security guard or concierge to help deliver it to the room (depending on the guest's own reaction after drunkenness, other treatment methods will be taken);

2. The lobby manager informs the room attendant to pay more attention to the rooms of drunken guests to prevent accidents;

3. After the drunken guest wakes up, the lobby manager should get in touch with the guest in time to explain the situation, and it is up to the guest to decide whether to pay cash or hang the fee into the room account.

Second, drunken guests are non-hotel guests.

1. When a guest is drunk and unable to walk in all the business premises of the hotel (the account has been settled), the waiter tries to contact the guest's friends or family, and at the same time informs the security department and lobby manager to decide to send the guest out of the hotel. If the guest insists on checking in at the hotel, he should also inform his friends or family to accompany him, and inform the hotel that he will not bear any responsibility in case of an accident;

2. In case the hotel business premises can't check out because the guests are drunk, discuss with your partner how to solve the expenses first. For example, customers or guests who often spend money in various business premises should negotiate with their peers. For customers who have not agreed, they should also inform the lobby manager to coordinate the negotiation between the person in charge of the business premises and their peers.

3. When the guest refuses to pay the bill after many negotiations, notify the personnel on duty of the security department to forcibly recover the expenses according to the current situation.

Third, guests don't check out for various reasons after drinking.

1. When the guests put forward various reasons to ask for free of charge or discount after consumption, each business place should give the guests a reasonable reply according to their requirements. If the guest is not satisfied with the reply, the staff of the business premises should contact the lobby manager to explain the situation, and the lobby manager will decide whether to report EOD, and the lobby manager will give the guest a final reply with the specific treatment results;

2. If the guest is still not satisfied with the hotel's final reply, EOD or the lobby manager will inform the security department to implement the hotel's decision or agree to the guest's request.

Four, guests drunk damage to hotel facilities and equipment.

1. When the waiter found that the guest was drunk and caused trouble and damaged the hotel facilities and equipment, he first asked if the guest was injured and needed medical treatment. Then report to the lobby manager, notify the engineering department to evaluate the damaged goods of the guests, or consult the finance department to ask about the price of the goods;

2. Negotiate compensation with the guests. If the guest has doubts about the compensation price of damaged facilities and equipment, the lobby manager can report the EOD to explain the situation, and the lobby manager will give the guest a final answer with specific treatment results;

3. If the guest is still not satisfied with the hotel's final reply, EOD or the lobby manager will inform the security department to implement the hotel's decision or meet the guest's requirements.

Five, guests get drunk and make trouble

1. When the drunken guest is found to have signs of trouble, the waiter should persuade the guest. If the guest doesn't listen to the advice, if there is any possibility of further expansion, he should inform the security personnel in time, explain the specific situation, and prepare the relevant information of the guest (including the consumption amount, the quantity and price of damaged items, etc.). );

2. In case of drunken guests making trouble, the waiter shall immediately notify the security personnel to arrive at the scene in the shortest time and take the drunken guests away from the business premises. Depending on the severity of the situation, guests can be advised to leave the hotel, and the accounts can be cleaned up if necessary, or EOD can be reported to the public security organ for handling.

Six, foreign drunken guests

1, security personnel, if they find foreign drunken guests, should promptly notify the monitoring room to monitor them;

2. If the guests are walking in the office area and guest room area, the monitoring room should promptly notify the security personnel to ask the guests, so as to understand the reasons for the guests coming to the hotel. If the guests are hotel guests or tourists, they should meet the needs of the guests. If the guest is wandering around drunk, he should be advised to leave immediately and notify the peripheral guards not to let him enter the hotel again;

3. If the guests enter the service area for consumption, you can inform the service area attendant to pay attention to the drunken guests. If the guest continues to drink, the incident can be handled with reference to the above plan.

Seven, the guest suddenly fell ill because of drunkenness.

1. When a guest suddenly falls ill in various business areas of the hotel due to drunkenness, the waiter shall not move the guest's body, but shall evacuate the onlookers and ask his companion if the guest has a medical history;

2. The waiter informed the lobby manager and security personnel to arrive at the scene of the accident immediately with emergency medicine. Make timely treatment according to the guest's situation;

3. If a drunken guest dies of sudden illness, he should call 120, 1 10 as soon as possible, and keep the site before 1 10, and keep all the food eaten by the guest for future reference, and notify the total store value, lobby manager and security personnel on duty;

4, timely guide the onlookers to explain the situation, so as not to cause adverse effects to the hotel. Discourage his companions from leaving the scene and cooperate with the public security organs in the investigation.