Hotel Management Case Analysis

〖Case 131〗In the floor duty record of the housekeeping department, it was found that a guest complained about not having a good night's rest the day before yesterday because the guest in the next room played mahjong until late at night and the sound was very loud. The auditor asked how to deal with this matter, and the waiter replied that it was not easy to solve since they were all customers.

Case analysis: Although this is a problem between guests, the hotel has the responsibility to ensure the comfortable stay of all guests, and cannot cause some guests to enjoy themselves and others to be disappointed. In this regard, the hotel should have appropriate regulations, such as no noise after a certain time at night, etc., rather than leaving it to chance. This case violated the provisions of "c) Customer feedback, including customer complaints." of the standard "7.2.3 Customer Communication".

〖Case 132〗 Several guests were chatting on the sofa in the lobby lounge. One guest moved the ashtray placed in the middle of the coffee table to the side closer to him in order to smoke. When the cleaning staff saw three or four cigarette butts in the ashtray, she removed the dirty ashtray and placed the clean ashtray in the middle of the coffee table. When the guest was about to flick the ashtray, he found that the ashtray was placed in an inconvenient place, so he complained: "Miss, can you put the ashtray near me?" The cleaning staff replied: "Sorry, hotel service standards We are required to place the ashtray in the middle of the coffee table."

Case analysis: The cleaning staff mechanically understands the hotel's service standards and does not consider the convenience of the guests. Although hotels have rules, they should be implemented flexibly to meet the needs of guests. Just wait until the guests leave before placing the ashtray in the middle of the coffee table. This case violated the provisions of "c) Customer feedback, including customer complaints." of the standard "7.2.3 Customer Communication".

〖Case 133〗The hotel door rotates automatically, but the rotation speed is too fast. Many guests expressed their opinions, especially the elderly who often have to rush slowly for fear of hitting the door. But the doorman said: "This door was designed by the manufacturer, and there is nothing we can do about it.

Case analysis: The service facilities do not meet the needs of customers. This case violated the standard "7.2.3 Customer Communication" “c) Customer feedback, including customer complaints. " and "8.5.2 Corrective Measures" "a) Unsatisfactory review (including customer complaints);), corresponding corrective measures should be taken.

〖Case 134〗In a four-star hotel, waiter Xiao Wang came to room 910 early in the morning to check the laundry. First, he knocked on the door lightly and said, "I'm the waiter, here to take care of the laundry." The resident in the room answered loudly, but the waiter didn't hear clearly. So the waiter waited outside the door for 10 minutes and there was still no movement. The waiter was worried that he would be criticized for not collecting the laundry on time. As a result, the waiter came to the workroom and called room 910 to inquire about the guest. As soon as the customer answered the phone, he was very angry and said that the waiter had disturbed his rest. As a result, the guest didn't get up until around 11 noon and complained to the floor supervisor.

Case analysis: In order to ensure service quality, it is necessary for hotels to formulate various service provision specifications, and waiters should strictly implement them. However, when implementing the standards, it should be clear that these standards are for the waiters, not the guests. Waiters should not apply mechanically when enforcing the rules, which will affect the rest of the guests.

The correct approach should be to not disturb the guests if they are resting, but not to check the laundry for the time being. However, you should pay more attention to the guests' movements. Once the guests get up, check the laundry in time. If a guest wakes up very late and misses the laundry check time, and the guest requests laundry again, personalized services should be provided and special treatment should be negotiated with relevant departments. This case violated the provisions of the standard "7.2.3 Customer Communication".

〖Case 136〗Mr. Zhang accompanied a guest to dine in a restaurant and ordered a fried pearl meatball. When the food was served, the customer felt it didn't taste right, so he called the waiter. The customer said: "There are three problems with these meatballs. The first is that the meat is not fresh, the second is that the meat is too fat, and the third is that there is too much starch in the meatballs." The waiter said, "We use the meat of the day, it will not be stale." "The guest said, "If you don't believe me, try it yourself." The waiter agreed to ask the kitchen. After a while she came back and said to the guest: "Our meat is fresh, and the chef said that the pearl meatballs have more fat.

The guest said: "I've never heard that pearl meatballs are fatter. Have you tried these meatballs?" Waiter: "I have tasted them. They are very good." "The guests were speechless. In the end, only the pearl meatballs were left on the table. The guests left angrily.

Case analysis: When the waiter hears the customer complaining, he should not come back to argue with the customer, but should find a way Properly resolve. This case violates "c) Customer feedback, including customer complaints, of standard "7.2.3 Customer Communication". " regulations.

〖Case 137〗The restaurant promised that all meals should be served 20 minutes after ordering. However, Mr. Li did not serve the staple food one hour after ordering, and the waiter did not explain to the customer. After questioning, the waiter said: "Due to insufficient steam, the rice has just been steamed. "The auditor's review of the restaurant's service provision regulations stipulates: "Whenever a customer's request cannot be met due to objective reasons, the customer should be proactively and promptly explained and apologized. ”

Case analysis: If there are objective reasons why the commitment to customers cannot be fulfilled, a timely explanation should be provided to the customer. This case violated “c) Customer feedback, including customer complaints, of the standard “7.2.3 Customer Communication” . " regulations.

〖Case 138〗 It was winter, the temperature outside reached -10℃, but the temperature in the bookstore reached 30℃. Many customers took off their cotton-padded clothes and held them in their hands, wearing sweaters It was still too hot, and everyone was out of breath. Customers complained to the store that the heat was unbearable, but the bookstore manager said: "The heating pipes designed when the building was originally built were unreasonable, and our bookstore is on Chang'an Street, so the city does not allow it." Windows facing the street are allowed. There is nothing we can do. ”

Case analysis: Such a book shopping environment can only drive customers away. For such an obvious problem, we cannot find reasons to let it go, but should find ways to solve it. This case violated the standard "7.2.3 Customer Communication" "c) Customer feedback, including customer complaints. " regulations.

〖Case 139〗A certain hotel is a hotel that receives business guests. Recently, some old customers reported that the tea cylinders in the hotel rooms were newly renovated with larger tea bags, and the lids of the tea cylinders were It couldn't be covered. The housekeeping manager also discovered this problem during the room inspection and reported it to the purchasing manager. However, after three months, the hotel manager found out about it and called the housekeeping department. The manager and the purchasing manager understood the situation. The housekeeping manager said: “I have told the purchasing manager about this. "The purchasing manager said: "I have already told the supplier about this. "Similar problems have occurred many times in this hotel.

Case analysis: This case violated the relevant provisions of "c) Customer feedback, including customer complaints" of the standard "7.2.3 Customer Communication". Also Violated the provisions of "a) Unsatisfactory review (including customer complaints)" of the standard "8.5.2 Corrective Actions"

Relevant hotel departments should analyze the causes of existing problems based on customer complaints. And take corrective measures in a timely manner. The correct approach should be for the purchasing manager to immediately check the inventory of the newly modified tea after receiving feedback, calculate the inventory usage time based on daily consumption, and reorder and ship the goods if time permits. , inform the supplier of the ordering requirements to ensure that the tea provided to the guests meets the requirements. The room manager should not just feedback the situation to the purchasing department and ignore it, but should actively communicate with the purchasing department to solve the problem as soon as possible. .

〖Case 140〗In the design department, the auditor wanted to know the responsibilities of the designers. The section chief said: "The project leader generally designates the responsible engineer in the design plan and stipulates the responsibilities of the relevant designers. . "The audit team was checking the G98 gearbox design plan and found a list of project leaders and relevant designers, but no responsibilities for the division of labor among designers were found in the design plan.

Case analysis: This case violated the standards "7.3.1 Design and Development Planning" "c) Responsibilities and authority of design and development. "Provisions.