What should I do if there is a guest complaint in the guest room?

There are two solutions to guest complaints in guest rooms:

Method 1: (1) Handling guest complaints quickly is the service tenet of the hotel;

(2) Never treat a guest's complaint lightly, but handle it carefully for the sake of the guest;

(3) Listen to the truth, understand the cause and effect of the complaint, and maintain a friendly, polite and calm attitude; Solve the incidents within the scope of authority as soon as possible, and report them to the authorities step by step for handling

. Method 2: (1) Avoid the loud noise of guests in the business premises, which will lead to adverse effects, and choose appropriate places, such as offices, to guide guests and properly solve problems;

(2) Pay attention to making records to show attention;

(3) If you need assistance from others or other departments, you should keep abreast of the progress of the situation and try your best to make the guests leave calmly;

(4) Record the complaints and ask the superior for review, and give a written answer to the written complaints.

Daily problems and solutions of attached rooms:

1. What should you do for guests who rent hotel rooms for a long time?

a: to do a good job in the service of long-term guests, we must first know what we are doing. Master the living habits of long-term guests and provide them with fast services everywhere; Understand the national day of the country where the long-term guests live, the birthdays of the main guests, etc. Congratulations on their national day and birthday, and help long-term guests solve urgent problems; In addition, they should be informed of the important activities of the hotel. Hold long-term guest forums regularly, listen to the opinions of the guests with an open mind, improve the service work, and make long-term guests feel cordial, convenient, comfortable and safe when they arrive at the store.

2. what should I do if the guest complains that the wake-up call has not been woken up?

a: (1) apologize to the guests. (2) Investigate the cause to see whether it is a machine failure or a man-made cause, and take immediate measures to deal with it, so as not to complain again and aggravate the situation. (3) If the wake-up call does not wake up, the hotel or the party concerned shall compensate the guests according to the situation.

3. what should I do if I encounter a complaint from a guest?

a: the two methods are used alternately or simultaneously. Method 1: (1) It is the hotel's service tenet to deal with guest complaints quickly; (2) Never treat guests' complaints lightly, and handle them carefully for the sake of the guests; (3) Listen carefully, understand the cause and effect of the complaint, and maintain a friendly, polite and calm attitude; Solve the incidents within the scope of authority as soon as possible, and report them step by step if they exceed the authority. Method 2: (1) Avoid making a loud noise in the business premises, which will lead to adverse effects, and choose an appropriate place, such as an office, to guide the guests and properly solve the problems; (2) Pay attention to making records to show attention; (3) If you need the assistance of others or other departments, you should keep abreast of the progress of the situation and try to make the guests leave calmly; (4) Record the complaints and ask the superior for review, and give a written answer to the written complaints.

4. what should I do to eliminate pests in the guest room?

a: pest control refers to the elimination of mosquitoes, flies, cockroaches, ants, mice and other pests in hotels. Spray pesticides regularly and prepare pesticides according to the specified proportion to ensure the insecticidal effect. The evil places of pests, such as under the carpet, under the bed, in the corner, and in the bathroom, should be poisoned with drugs, and the killed pests should be removed in time. Plug holes in places where rats often haunt to prevent them from entering the room.

5. what should I do if I meet a rude guest?

a: this kind of guest is not easy to associate with others, and has a strong personal concept. After a conflict, he often uses abusive words or acts disrespectfully. The waiter should not care about it, and try his best to complete the reception service according to their requirements, without conflict and keep calm.

6. what should I do when the guest leaves his room key in the room and asks the waiter to open the door for him?

a: the guest accidentally left the key to the room, and the waiter should check his accommodation registration and the valid certificate of the guest. If the guest belongs to the room, he can open the door for him. If you don't have any documents, you can open the door after registering with the front desk according to the oral situation of the guests. And record the room opening.

7. what should I do when washing and delivering guest clothes?

Answer: (1) Go to the floor to receive the laundry from the guests in time according to the laundry collection time, and make a handover record with the floor. (2) After washing and ironing, check the number with the dispatcher in the laundry room. Take back the guest clothes and send them to the floor, and the waiter will sign for them and return them to the guests. (3) According to the receipt, urge the floor attendant to put the laundry fee on the bill in time, and sign it to be settled by the front desk. (4) During transportation, care should be taken to keep the hospitable clothes smooth, crisp and wrinkle-free. (5) If there is any problem with guest laundry, report it in time and send it to the laundry room for reprocessing, so as to avoid guest complaints as much as possible.

8. What should you do if a guest accidentally slips and falls?

a: 1) after a guest slips and falls in the hotel, the waiter should take the initiative to help. Contact the doctor in the infirmary for home treatment. If the injury is too serious, the doctor will decide to send it to the hospital for treatment. 2) According to the personal accident insurance purchased by the guest at the time of check-in, the insurance company will report the situation to the insurance company, and the salesman of the insurance company will carry out the factual reasons to compensate for the medical hospitalization expenses. 3) The department sent people to the hospital to express condolences to the patients, and informed the injured guests' families in time. 4) Do a good job of prevention, remind guests to slide carefully, check handrails, and strengthen anti-skid facilities and supplies. Take precautions before they happen.

9. what should I do when I find that the toilet water tank is leaking?

a: the consciousness of saving water should be firmly established. when you hear the water tank leaking, you should immediately find out the reason, eliminate it or report it to the hydraulic maintenance personnel to go upstairs for maintenance, otherwise it will not only affect the rest of the guests, but also cause great waste.

1. What will you do in case of property damage?

a: the compensation system includes two aspects: first, if the hotel guests accidentally damage the hotel property, they should set the amount of compensation to the relevant departments of the hotel on the value of the property and the degree of damage, and claim compensation from the guests. (Property price list is provided in the service folder in the room); Second, if the hotel staff damage the property carelessly, they should collect the compensation fee appropriately according to the actual situation, and give them necessary education, criticism and warning.

11. There are regulations on the frequency of daily house cleaning. What should you do?

A: At present, hotels in our country generally adopt the two-room system, that is, the routine inspection of rooms during the day and the turndown service at night. Of course, no matter how many rooms are required, once guests need to tidy up their rooms, we should try our best to meet their requirements. For VIP guests and guests living in suites, they should enter the rooms three times or even four times a day.

12. what should I do before selling the room after several days of continuous vacancy?

a: 1) open the window for ventilation; 2) Wipe the floating dust of furniture equipment and furniture with a clean rag. 3) Put the hot and cold water in the bathtub and washbasin and the water in the toilet until it is clean.

13. what should I do if my guest key is lost?

a: if the guest key is lost, you should immediately check the reason for the loss and take necessary measures to deal with it in time to ensure the safety of the guest's life and property. The housekeeping manager should personally check and report to the manager on duty, change the password of IC card, modify the computer program, and urge the waiter to remember carefully and make records.

14. How many notebooks are there in room service, and what should you do when filling them out?

a: the housekeeping department has formulated a full-time duty desk record book, a visitor registration book, a left-behind goods record book, a room patrol record book, an equipment maintenance book, a cleaning room record book, a cloth cover delivery and washing registration book, and a goods collection and application book. These records are regular, extensive, authentic and mass. To ensure the reliability of the original records, we must fill them out carefully as required.

15. "Green Hotel" is a new thing advocated by hotels at present. What should you do?

a: people call hotels that pay attention to environmental protection "green hotels". It is to reduce consumption and reuse resources, and to avoid using substances that pollute the environment. Floor attendants should pay attention to the use of cleaning agents. Pick up recyclable garbage items. Save electricity and water, pay attention to the method of goods equipped, which not only ensures the needs of guests, but also increases the reuse of goods.

16. What should you do when you meet a guest who insists on chatting with you at work?

a: I should explain diplomatically that I want to serve the guests and don't take up your time. Please go back to your room and have a rest. Then do the floor service work (send boiling water, wash teacups, mop the hall, etc.) and ask the guests to forgive. Don't tell the guests to go away or show an unhappy look.

17. what should we do when the guests are talking and we have urgent questions?

a: (1) you should wait politely at the guest's side, and don't interrupt the conversation rashly. (2) When the guest realizes or is appropriate, apologize to other guests first, then briefly explain the reason, and then leave politely.

18. what should you do when you finish cleaning a guest room?

a: (1) after cleaning, you should look around the room and check whether the cleaning and sorting work meets the standards. (2) Whether the room supplies are complete and put away as required, and if there is anything wrong, they should be put away neatly. (3) Check the safety of the door lock. (4) When the guest is in the room, he should say goodbye to the guest and close the door gently. (5) When the guest is not in the room, he should take off the power-saving card, lock the door and make a good record of cleaning.

19. what should I do when I find that the guest has taken away the non-disposable articles in the guest room?

a: (1) report to the foreman, who will negotiate with the guest alone, without hurting the guest's self-esteem. (2) Kind attitude and euphemistic tone indicate that this thing is not included in the room rate. If you need to buy it as a souvenir, you can buy it on its behalf if necessary. (3) When the guests acknowledge and return the items, they should thank them. If the guests deny them and the items are of great value, they can be treated as "unwelcome guests".

2. What should a guest do when he polishes his shoes with towels or sheets and throws cigarette butts on the carpet to damage it? Answer: (1) Politely remind guests to take good care of public property, and at the same time, damaged items need to be compensated according to regulations.

(3) When making a claim, you should be polite and courteous. Important evidence, such as cigarette butts and burn marks, should be kept, which is generally acceptable to the guests, but the tone should be euphemistic and should not hurt the guests' self-esteem. (4) Pay the compensation to the front desk, open a receipt and make records. (5) Inform the maintenance department in time or repair the carpet yourself.