Handling process of hotel guests falling down

The front desk should contact the assistant manager of the lobby as soon as possible when receiving the notice that the guest fell. The assistant manager in the lobby takes the medicine box and goes to the guest room to check with the house manager on duty!

If you just scratch your skin, simply wrap it with alcohol and gauze. If it is serious and the hotel has an infirmary, send it to the infirmary to find a special doctor. If there is no infirmary, contact the hotel driver and take the guest to the nearest hospital for treatment.

During the treatment, you can ask the guests about the cause of the fall. If it is caused by the facilities in the room, the hotel should bear the medical expenses and follow up after the guests check out to ensure the health of the guests. If the guest falls down due to his own mistake, show sympathy to him, accompany him to see a doctor, arrange the waiter to clean up the room, appropriately discount his room or check out temporarily.

When a guest complains, the hotel should actively face it, which is the responsibility of the hotel, and should be brave enough to bear it to avoid things fermenting and leading to more serious social impact. It is not the responsibility of the hotel, but also the need to take care of the guests.