What should the hotel do if it meets a drunken guest? Five methods of correct handling

? What should the hotel do if it meets a drunken guest? Five ways to deal with it properly?

Near the

What should the hotel do if it meets a drunken guest? Five methods of correct handling

? What should the hotel do if it meets a drunken guest? Five ways to deal with it properly?

Near the end of the year, the number of drunken complaints from hotel guests is 2.5 times that of weekdays. What if the tenant next door complains that the drunken guest is clamoring for a rest? I believe hotels always have a headache when dealing with such incidents. If you still don't know how to deal with this kind of incident properly, it's better to look down and see five common ways to deal with drunken guests provided by wheat field cloud experts. ?

1. Do drunken guests belong to in-store guests?

1. When a hotel guest can't check out due to excessive drinking, the waiter should try his best to find out the guest's room and send it to the room with the drunken guest's companion. If the companion of the drunken guest has left, please confirm the guest's room and room charge with the lobby manager, and inform the security guard or concierge to assist in transporting it to the room (take other measures according to the guest's own reaction after drunkenness);

2. The lobby manager informs the room attendant to pay more attention to the drunken guest's room to prevent the guest from having an accident.

3. After the drunken guest wakes up, the lobby manager should contact the guest in time to explain the situation. The guest should decide whether to pay in cash or charge the fee to the room account.

Second, the guests are drunk and damage the hotel facilities and equipment?

1, the waiter found that the guest was drunk and made trouble, damaging the hotel facilities and equipment. First, he asked the guest if he was injured and needed treatment. Then report to the lobby manager, inform the engineering department to evaluate the damaged items of the guests, or consult the finance department to ask the price of the items;

2. Negotiate compensation with the guests. If the guest has any questions about the compensation price of damaged facilities and equipment, the lobby manager can report the situation to the finance department and show the specific treatment results, and the lobby manager will give the guest a final answer.

3. If the guest is still not satisfied with the final reply of the hotel, the hotel can check the guest history of the guest, check the specific consumption situation and whether the hotel is an important guest. The hotel can reduce or meet the requirements of the guests by itself.

Third, the guests are drunk and make trouble?

1. When the drunken guest is found to have signs of trouble, the waiter should persuade the guest. If the guest does not listen to persuasion, and there is a possibility of further expansion, he should promptly notify the security personnel to take the guest to the no-man's land for hangover service. If there is a companion, send it back to the guest room in time and inform the companion.

2. If a drunken guest makes trouble, the waiter shall immediately notify the security personnel to arrive at the scene in the shortest time and take the drunken guest away. According to the severity of interference, guests can be persuaded to leave the hotel and make necessary settlement (including consumption, quantity and price of damaged items, etc. ).) can be executed. The riot is very serious, and the superior can report the situation to the police.

3. If a drunken guest beats an employee, he should immediately stop the guest from calling the police and then appease the employee to observe the injury. If you are not injured, you'd better go to the hospital to arrange other employees to work night shift to determine the injury. Find the police handling the case, let the police find the hitter and ask for medical expenses. Don't beat others to get ahead. As long as you hit someone, the employees will fight for nothing. Generally speaking, chain hotels will buy insurance for their employees and can reimburse some medical expenses.

Fourth, foreign drunken guests?

1, security personnel shall notify the monitoring room in time to monitor foreign drunken guests;

2. If the guest leaves the office area or guest room area due to civil strife, the monitoring room shall promptly notify the security personnel to ask the guest to find out the reason why the guest arrived at the hotel. If the guest is staying in the hotel or receiving guests in the hotel, it is necessary to meet the needs of the guests. If the guests wander around after being drunk, they should be advised to leave immediately and notify the peripheral guards not to let them enter the hotel again;

3. If the guests enter the store for consumption, you can inform the service area attendant to pay attention to the drunken guests. If the guest continues to drink, the incident can be handled according to the above scheme.

5. Is the guest suddenly ill because of drunkenness?

1. When a guest suddenly falls ill in the hotel because of drunkenness, the waiter should not move the guest's body, but evacuate the onlookers and ask his companion if he has a medical history;

2, the waiter immediately notify the lobby manager and security personnel to bring emergency medicine to the scene of the accident. Make timely treatment according to the guest's situation;

3. If a drunken guest dies of sudden illness, he should call 120, 1 10 as soon as possible. Keep the site before 1 10. All the food eaten by guests should be preserved for future reference. At the same time, inform the total value of the mall, the lobby manager and the security guard on duty.

4, timely guide the onlookers to explain the situation, so as not to cause adverse effects on the hotel. Discourage companions from leaving the scene and cooperate with the public security organs in the investigation. In addition, the sales of rooms on this floor are suspended.

Is there any good way for drunken guests? Welcome to pay attention to the wheat field cloud WeChat official account, and leave us a message.