How to avoid guest complaints about room service

1. What should you do with guests who rent hotel rooms for a long time? Answer: To do a good job in serving long-term guests, you must first be aware of the situation. Understand the living habits of long-term residents and provide them with fast services at all times; understand the National Day of the country where long-term residents are located, the birthdays of major guests, etc. Congratulate them on their National Day and birthdays, and help long-term guests solve urgent problems; in addition, they should be notified of important hotel events to participate in. Regularly hold long-term guest symposiums, listen to guests' opinions humbly, and improve service work so that long-term guests feel friendly, convenient, comfortable and safe when they come to the store as if they are at home. 2. What should I do if a guest complains that the wake-up call was not given? Answer: (1) Apologize to the guest. (2) Investigate the cause to see if it is a machine failure or human error, and take immediate measures to deal with it to avoid further complaints and aggravating the situation. (3) If the guest suffers any loss due to the fact that the wake-up call did not wake him up, the hotel or the party concerned shall compensate the guest according to the circumstances. 3. What should you do if you encounter a customer complaint? Answer: The two methods can be used interchangeably or at the same time. Method 1: (1) Quick handling of guest complaints is the service tenet of the hotel; (2) Guest complaints must not be treated lightly, but should be considered for the guests and handled with caution; (3) Listen carefully, understand the causes and consequences of the complaints, and remain friendly and polite Calm attitude; resolve incidents within the scope of authority as soon as possible, and report matters beyond the scope of authority step by step. Method 2: (1) Avoid guests making loud noises in the business premises, causing adverse effects, choose an appropriate place, such as an office, to guide guests, Solve the problem properly; (2) Pay attention to keeping records to show that you attach importance to it; (3) If you need assistance from others or other departments, keep abreast of the progress of the situation and try to make the guests leave calmly; (4) Keep a record of complaints and call The superior will review and provide written responses to written complaints. 4. What should you do when eliminating pests in guest rooms? Answer: Pest elimination refers to eliminating mosquitoes, flies, cockroaches, ants, mice and other pests in the hotel. Spray pesticides regularly and mix the pesticides according to the instructions to ensure the insecticidal effect. The places where pests breed, such as under the carpet, under the bed, in the corners, and in the bathroom, must be poisoned with drugs, and the killed pests must be removed in time. Block holes in places where mice often hang out to prevent them from entering the room. 5. What should you do if you encounter a rude guest? Answer: This kind of guest has difficulty interacting with others and has strong personal opinions. After a conflict, he or she often makes harsh words or behaves rudely. The waiter should not argue with them and try to comply with their requirements. Receive service without conflicting with it and remain calm. 6. What should I do if a guest leaves his room key in the room and asks the waiter to open the door for him? Answer: The guest accidentally leaves his room key in the room. The waiter should check his accommodation registration and the guest’s valid ID to ensure that it is indeed the guest’s key. The guest in this room can open the door for him/her. If you don't have any ID, you can only open the door after registering with the front desk according to the guest's oral situation. And record the room opening status. 7. What should you do when washing and delivering guests' clothes? Answer: (1) Go to the floor in time to receive the laundry from guests according to the collection time specified in the laundry room, and make handover records with the floor. (2) After washing and ironing, check the quantity with the laundry room and delivery clerk. The guest's clothes are collected and sent to the floor where the waiter signs and returns them to the guest. (3) According to the payment receipt, promptly urge the floor attendant to transfer the laundry fee to the billing sheet, and the signature will be settled by the front desk. (4) During transportation, pay attention to keeping the guest clothes so that they are smooth, crisp and wrinkle-free. (5) If there is any problem with the washing of guest clothes, report it in time and send it to the laundry room for reprocessing to avoid guest complaints as much as possible. 8. What should you do if a guest accidentally slips and falls? Answer: 1) After a guest slips and falls in the hotel, the waiter should take the initiative to help. Contact the infirmary doctor for home treatment. If the injury is too serious, the doctor will decide to send you to the hospital for treatment. 2) Report the situation to the insurance company based on the personal accident insurance purchased by the guest when checking in, and the insurance company salesperson will confirm the factual reasons to compensate for medical hospitalization expenses. 3) The department sent people to the hospital to express condolences to the patients and promptly informed the families of the injured guests. 4) Effectively take preventive measures, remind guests to slide carefully, check handrails, and strengthen anti-slip facilities and supplies. Nip problems in the bud.

9. What should you do when you find that the bathroom water tank is leaking? Answer: The awareness of water conservation must be firmly established. When you hear the water tank leaking, you should immediately find out the cause and eliminate it or report the plumber maintenance personnel to go upstairs for repair. Otherwise, it will affect the rest of the guests and cause serious problems. A huge waste. 10. What should you do if property damage occurs? Answer: The compensation system includes two aspects: First, if a hotel guest accidentally damages hotel property, he should contact the relevant hotel department to determine the value of the property, extent of damage, etc. Provide the amount of compensation and claim from the guest. (There is a property price list in the service folder in the room); secondly, if a hotel employee accidentally damages property, appropriate compensation fees should be charged based on the actual situation, and necessary education, criticism, and warnings should be given to them. 11. There are regulations on the number of daily room cleanings. What should you do? Answer: Currently, hotels in my country generally adopt a two-room system, which means routine cleaning of guest rooms during the day and turndown service at night. Of course, no matter how many times a guest needs to enter the room, we should try our best to meet their request once the guest needs to tidy up the room. For VIP guests and guests staying in suites, they should enter the room three times or even four times a day. 12. After the room has been vacant for several days, what should you do before selling the room? Answer: 1) Open the windows and ventilate the room; 2) Use a clean rag to wipe the floating dust from the furniture, equipment and furniture. 3) Fill the hot and cold water in the bathtub and basin and the water in the toilet until it is clear. 13. What should I do if the guest key is lost? Answer: If the guest key is lost, you should immediately check the cause of the loss and take necessary measures to deal with it in a timely manner to ensure the safety of the guest's life and property. The room manager should personally search and report to the manager on duty, change the IC card password, modify the computer program, and urge the waiters to recall carefully and make records. 14. How many record books are there in the housekeeping service? What should you do when filling them in? Answer: The housekeeping department has developed a full-day duty record book, guest registration book, leftover items registration book, room inspection record book, equipment maintenance book, and cleaning book. Guest room record book, cloth cover delivery and cleaning registration book, item collection declaration book, etc. These records are regular, extensive, authentic, and popular. To ensure that the original records are reliable, they must be filled in carefully as required. 15. Green hotels are a new thing currently promoted by hotels. What should you do? Answer: People call hotels that pay attention to environmental protection "green hotels". They mean reducing consumption and reusing resources, and avoiding the use of environmentally friendly materials. Materials. Floor attendants should pay attention to the use of detergents, save electricity and water, and pay attention to the method of arranging items to ensure the needs of guests and increase the reuse of items. What should you do if a guest insists on chatting with you? Answer: You should explain tactfully that you want to serve the guest and not take up your time. Ask the guest to go back to the room to rest, and then do the floor service work (delivering boiling water, washing clothes). Tea cup, mop the hall, etc.) and ask the guest to forgive. We cannot ask the guest to go away abruptly or show an unhappy look. 17. What should we do when the guest is talking and we have an urgent inquiry? Answer: (1) We should wait politely. Be careful not to interrupt the guest's conversation rashly. (2) When the guest realizes or it is appropriate, apologize to other guests first, then explain the reason briefly, and then leave politely. 18. When you have finished cleaning. What should I do if I have a guest room? Answer: (1) After cleaning, you should look around the room and check whether the cleaning and tidying up are in compliance with the standards. (2) Whether the room supplies are complete and placed as required. If there are any problems, they should be replaced. Place them neatly. (3) Check the safety of the door lock. (4) Say goodbye to the guest and close the door gently when the guest is not in the room. Make a record of cleaning the room door. 19. What should you do if you find that a guest has taken away non-disposable items in the room? Answer: (1) Report to the foreman, who will negotiate with the guest alone without hurting the guest's self-esteem. (2) Be kind and polite. , with a tactful tone, explain that this item is not included in the room rate and if you need to buy it as a souvenir, you can buy it on your behalf if necessary. (3) Thank the guest when he acknowledges and returns the item. If the guest denies it, the item is of greater value. , can be treated as an "unwelcome guest".

20. What should you do if a guest uses a towel or bed sheet to polish his shoes or throws cigarette butts on the carpet and damages the carpet? Answer: (1) Politely remind the guest to take care of public property, and the 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, soot and burn marks, should be retained. The customer is generally acceptable, but the tone should be tactful and should not hurt the customer's self-esteem. (4) Submit the compensation to the main service desk to issue a receipt and keep a record. (5) Notify the maintenance department promptly or repair the carpet yourself.