Case study of enterprise management consulting: how to deal with unmanned baggage room

One morning, the guests in Jiangsu New Century Hotel 1908 left the hotel without checking out. At 2 o'clock in the afternoon, the guest called to check out and came to the store to check out a few days later. But the hotel's check-out time is 13: 00 sharp. Because it exceeds 1 hour, the computer automatically increases the room rate for half a day. A few days later, when the guest came to check out, he found that the room rate was different from expected and refused to admit it on the grounds of hotel mistakes. In the lobby of the hotel, the half-day room charge was finally waived, and the room attendant was required to check that there was no luggage in the room before 13: 00 every day.

Comment and analysis

This is a typical case of no luggage room. Check the luggage room newspaper. No one is the remedy. If the guest does not return at the check-out time, the main responsibility should be on the guest. According to the contract and hotel regulations, the room rate is to be increased.

How should such a room be operated? If the waiter knocks on the door from room to room to ask questions, it will undoubtedly disturb the rest of the guests and the guests will feel uneasy. Generally speaking, there are two kinds of houses: those that don't leave on the same day and those that leave early on the same day. For the guest who doesn't go out that day, because his deposit is sufficient, there is no problem of evasion, so there is usually no need to worry that the guest will forget the check-out time, so there is no need to take the initiative to make rounds. However, if the floor attendant finds that there is no baggage room, it is still necessary to pass the information to the front desk in time to confirm whether it is an overnight room. In case of an emergency when the room is full; As for the existing houses that leave early that day, the cashier at the front desk should be controlled half an hour in advance. Do a small number of reminders before leaving the hotel, take the initiative to call the guests to find out the situation, or continue to stay? Or check out? If there is no answer in the room, the floor attendant should be informed to make rounds, and then the results should be fed back to the cashier for processing. If the cashier can't handle the problem, ask the lobby manager again. In this way, the whole process is clear.