Hotel case analysis for help

The key problem is that the operation is not standardized. For example:

1. Organizational consciousness.

Knowing that there is a rule that "the porter who does not go to work for half a month is not allowed to bring a room and take luggage", he wants to "show his hand". If the situation is special at that time, you should also ask the foreman on duty orally.

2 information transmission. .

The switchboard operator should know that there are two rooms in the guest room area, A and B, and understand and convey accurate information. Complaints caused by incorrect information should also bear corresponding responsibilities.

3. Pre-job training.

Before the internship in the concierge department, there should be pre-job training, including hotel room allocation and telephone answering specifications, such as questions, retelling, recording and other requirements.

4. adaptability. If you find a mistake, you should apologize in time.

The basis of good service is standardized operation.