Hotel service management case

Hotel room service management case 1. After checking out ... a guest went back to his hometown by train at noon that day and checked out at the front desk of a hotel in advance. He thought that although he had checked out, the right to use the room still belonged to him before noon, so he put his packed luggage in the room and went out shopping without saying hello to the floor attendant. After more than an hour, the guests returned to the hotel to pick up their luggage and leave the hotel. Unexpectedly, when he entered the original guest room, he found a new guest drinking tea in the room, and his luggage had disappeared. I didn't know my luggage had been sent to the front desk until I found the floor attendant, but the floor attendant blamed him for not contacting the floor after checking out. Hearing this, the guest was very angry. After "replying" a few words, I went to the front desk to make comments. But the front desk staff didn't remember that he had checked out and refused to return the luggage to him immediately. After repeated contact with the floor attendant, it was nearly noon when the guest left the store. When the guest left, he said, "If I come to this city next time, I swear I won't live here!" " [Comment]: It is not uncommon for guests to check out at last. Through the above cases, we can see that there are loopholes in the room service procedures of this hotel. In some hotels, it is more convenient to give the room key to the guests for safekeeping. When guests check out, they should return the keys, and if they need to store their luggage, they should also give it to the front desk and never return to their rooms. The hotel uses the floor attendant to open the door for the guests. Due to the poor coordination between the main service desk and the floor service desk, it is impossible to grasp the whereabouts of the guests, resulting in service confusion. The correct way is that the floor attendant should know when the guests check out and take the initiative to contact the guests to arrange room cleaning and receive new guests. If the guest goes directly to the front desk to check out without going through the floor attendant, the front desk staff should also contact the floor attendant at the same time. If the guest does not leave the hotel immediately, don't clean the room in a hurry, and the front desk should not arrange for new guests to stay in the room. If the guest wants to enter the room again and just send the luggage to the front desk, that's another matter. The biggest mistake of the hotel in the above case is that although the guest has checked out, the luggage is still in the room and I haven't checked out yet. It is obviously wrong to arrange for new guests to move in immediately before the room is rearranged and cleaned, because the room is not enough to be re-rented. The guest was prevented from leaving a hotel in the north. A guest in his forties, Mr. Chen, hurried out of Room 5 12 with a travel bag, walked to the service desk in the middle corner of the floor, put the room key at the service desk and said to the attendant on duty, "Miss, I'll give you this key, and I'll go downstairs to the front desk to settle the bill." Unexpectedly, the waiter Xiaoyu told him lukewarm: "Sir, please wait a moment and check your room before you go." Call your partner. Mr. Li was suddenly embarrassed and unhappy, so he had to say helplessly, "Go ahead." At this moment, another waiter, Xiao Zhao, came out of the workshop and went to Mr. Chen. He looked him up and down and glanced at his travel bag. Mr. Chen felt insulted and his face changed with anger. He roared, "You are so disrespectful!" Xiao Zhao didn't answer, took the key and went straight to room 5 12. She opened the door, walked in and slowly searched: from the bedding to the clothes rack in the closet, from the food in the suitcase to the towel in the bathroom, turned on the TV switch in the electric control cabinet and looked at the screen. Then, he left the room and went back to the service desk. He said to Mr. Chen, "Sir, you can go now." Mr Chen has been impatient for a long time. He felt even more annoyed when he heard her "concern". When he was about to have an attack or complain, he thought of catching the train, so he had to give up and left the hotel with grievances. [Comment]: The waiter should check whether the equipment and articles in the guest room are damaged or stolen before the guest leaves the hotel to protect the property safety of the hotel. This is understandable and it is also the duty of the waiter. However, in this case, the waiters Xiao Yu and Xiao Zhao did not handle it properly. Never say "no" to a guest under any circumstances, which is a basic principle for hotel waiters to treat guests. It is perfectly normal for guests to leave the room and go to the front desk to check out. The waiter has no right or reason to restrict the guest's checkout and prevent the guest from leaving. It is impolite, even an insult, to stop guests casually and cast a look of distrust on them. The correct way should be like this: first, the floor attendant should take the guest's key, let him go downstairs to check out, and call the front desk immediately, and the guest in room X will come to check out soon. The receptionist should get the message, deliberately delay the time when checking out with the guests, or talk to the guests more, such as: "Sir, how do you feel about staying in the hotel these days? Welcome criticism. " "Welcome to visit next time!" ; Or check computer information to slow down, such as talking to colleagues next to you, as if asking about the situation; Or take the initiative to answer the phone, talk to Kan Kan, and so on. Second, customer service staff should actively cooperate to improve work efficiency, quickly check room equipment and supplies, and focus on items that are easy to carry and use for consumption, such as bath towels, drinks, food in the refrigerator, etc., and then tell the floor service desk the results, and the attendant on duty should immediately call the downstairs service desk. Third, the receptionist can complete the check-out procedure with the guests after receiving the news that the upstairs service desk is "safe".