A hotel in Hangzhou responded that a female customer had her room door opened by a strange man in the middle of the night. What problems in the hotel were exposed at this time?

A hotel in Hangzhou responded that a female customer was opened by a stranger in the middle of the night. At this time, the following serious problems were exposed in the hotel: 1. Inadequate employee training

About the female customer being opened by a stranger in the middle of the night The incident of the man opening the door was obviously the result of the hotel's Double Checkin. This operation is a serious mistake in the hotel industry. It can basically be regarded as the most serious mistake of the hotel. Even after a room was booked, the staff did not immediately register and upload the data in the hotel system, so the room was still displayed as available on the system.

When the next employee takes over and the next customer checks in, the system shows that the room is still vacant, so the employee sells the room again. This results in another room being sold when someone is staying. Guests also have room cards to enter the room, which is a serious violation of guest privacy. Fortunately, the person involved was not bathing in the room at that time, otherwise the consequences would be disastrous.

If employees are strictly trained on daily operations and work processes, such problems will not arise. Although this is the most serious mistake a hotel can make, it is also the least common mistake employees should make. And after the problem occurred, the employee was still explaining that there was no excuse for this kind of mistake. 2. Inadequate hotel management staff

After facing such a serious mistake in the hotel, the hotel management staff should not continue to make excuses, but a better way to deal with it is to sincerely apologize and seek understanding from consumers. and forgiveness. However, the hotel in Hangzhou has been making excuses for itself during the handling process, and there are also big problems with its attitude of admitting its mistakes.

Any industry, any company, and anyone will make mistakes, but the attitude and method of dealing with mistakes will show the qualities of different companies and individuals. Therefore, the managers of this hotel in Hangzhou are obviously The inability to handle crisis events has also seriously affected the hotel's image. 3. Irregular hotel operations

There should be strict regulations during training regarding double check-in issues in hotels. Generally, when checking in, employees must click check-in on the system before they can give the guest their room card. This is to avoid this situation. But it is obvious that the employees of the hotel in Hangzhou did not follow the standard operations and specifications, and the managers did not regularly assess and supervise the employees' operations.