Traditional Culture Encyclopedia - Hotel reservation - Guest service skills of room attendants
Guest service skills of room attendants
Guest service skills of room attendants
Guest service skills of room attendants--Thirty-six strategies
1. One person How should the hotel deal with a drunk guest who cannot find his room and does not bring any ID? Answer: (1) Find the help of the guest's companions, check with the computer and send the guest to the room.
(2) If the guest has no companions, help the guest find a temporary residence, such as a staff dormitory, and send security personnel to look after him.
(3) Ask the infirmary doctor to examine the guest; determine whether there is any danger and decide whether to send him to the hospital for observation;
(4) Wait for the guest to wake up and ask questions The guest's room number and other information will be checked with the computer before sending the guest to the room.
2. The hot and cold water faucet in the bathroom of a hotel room was installed backwards, which caused the guest to be scalded while taking a bath. How should the hotel deal with this?
Answer: (1) First comfort the guest. , and then immediately send the guest to the hospital for treatment (for minor injuries, you can take the guest to the infirmary for treatment), and then report to the supervisor or manager;
(2) If the guest’s injury is not seen, bring the fruit and wait until the room to visit, and Apologize. Medical expenses will be borne by the store.
(3) Give special care to guests in terms of service.
(4) Immediately notify the engineering department to repair the equipment.
(5) Keep records of accidents, check the causes of accidents and prevent similar accidents from happening again.
3. What should you do if you find that the room equipment is damaged or missing when checking out?
Answer: (1) Politely understand the reason why the guest damaged the equipment and keep the scene. ;
(2) Report the situation to the Assistant Lobby Manager;
(3) The Assistant Lobby Manager will negotiate with the guest on the claim;
(4) After the guest agrees to make compensation, the room attendant issues a bill for the guest to sign for approval.
4. What is the order of room cleaning?
Answer: (1) Clean the rooms as soon as the VIP room is listed? Housing? Long-term housing? Moving room? Vacant room.
(2) If booking is tight, the order can be changed flexibly.
(3) VIP room? Listed cleaning room? Moving room? Housing? Long-term housing? Vacant room.
Health classes should follow the arrangements of supervisors and service centers, and should not act arbitrarily or for convenience.
5. What should the waiter do when a guest wants to enter the room while cleaning?
Answer: (1) First, politely ask the guest to show the room key or room card to make sure it is The guest's room.
(2) Should indicate to the guest whether the room will be tidied later;
(3) If cleaning can be continued, it should be done as soon as possible so that the guest can rest.
6. When the phone rings in the guest room, can the waiter answer it? Why?
Answer: The waiter should not answer the phone at this time, for the following reasons:
(1 )? When the guest rents this room, the right to use the room belongs to the guest;
(2) Consider maintaining the guest’s privacy;
(3) To avoid misunderstanding. (Especially when the other party’s wife calls, but the waitress answers the call)
7. How to deal with a fire in a room on the floor?
Answer: (1) The room attendant usually has to Be familiar with the location of the emergency stairs in the hotel and on this floor, and be familiar with the performance, usage and placement of fire-fighting equipment.
(2) If a fire is discovered in the room, the waiter should remain calm and calm.
(3) The first fire should be extinguished immediately.
(4) If the fire cannot be controlled for a while, the relevant departments should be reported immediately for rescue, and guests should be guided to evacuate in a timely manner. Special attention should be paid to rescuing drunk and sleeping guests.
(5) Protect the scene afterwards and assist relevant departments to identify the cause of the fire.
9. What should I do when someone who claims to be a friend of the guest comes to collect the items lost by the guest in the hotel?
Answer: (1) First confirm whether there is a letter of authorization from the guest;
(2) If yes, it should be checked;
(3) After confirming that the power of attorney and the visitor’s description of the lost property are correct, ask the visitor to present a valid ID;
(4) Record the name of the visitor, the time of collection, the name and number of the certificate, and leave a power of attorney. After making the record, ask the visitor to sign.
(5) After both parties make an inventory in person, hand over the lost property to the visitor;
(6) The visitor does not have a power of attorney or has an incomplete description of the lost property, so he should politely refuse; Without complete proof, the lost property cannot be easily handed over to the comer.
10. How to prevent theft accidents in guest room service?
Answer: (1) Waiters should stick to their posts and keep track of guests’ entry and exit;
(2) ) Keep records of unvisited guests and strengthen management;
(3) Clean the room and implement the registration form system;
(4) Strengthen key management;
( 5) Check the room immediately after the guest leaves the room
11. What types of fire extinguishing equipment are commonly used in guest rooms?
Answer: Foam fire extinguishers, acid-base fire extinguishers, dry powder fire extinguishers, carbon dioxide fire extinguishers, 1211 firearms and five other types.
12. How to deal with a room with a "Do Not Disturb" sign?
Answer: (1) The assistant lobby manager will hang up the phone again and call the room;
< p> (2) If no one answers, the housekeeping department supervisor, assistant lobby manager, and security personnel will open the door and enter the room together;(3) After entering the room, if there is any abnormality, the lobby assistant will open the door and enter the room. The manager is responsible for coordinating the process;
(4) If it is judged that the guest forgot to take off the "Do Not Disturb" sign, the room attendant can arrange for the room to be cleaned, and the housekeeping department supervisor will leave a message to the guest.
13. What should you do when you find a fire in the room?
Answer: (1) Immediately dial the internal phone number to notify the switchboard;
(2) Explain yourself clearly Name, department and exact location of the fire;
(3) Get the nearest fire extinguisher to put out the first fire;
(4) Stay at your post until the hotel firefighters arrive.
14. What should I do if the customer requests urgent laundry?
Answer: (1) First understand the time the customer needs to complete the laundry;
(2) If During the normal express laundry time, the laundry room should be notified immediately for washing;
(3) If it is required to be completed within a short time, the laundry room should be contacted before deciding to wash.
15. What should I do if a guest finds that the room has not been tidied after returning to the hotel at noon and strongly expresses dissatisfaction?
Answer: (1) Apologize to the guest;
(2 ) and give appropriate explanations at the same time;
(3) Ask the guests for their opinions on whether the room can be tidied up immediately;
(4) Make a record to remind the room to be tidied up early the next day.
16. What should you do if a guest calls late at night and says that the guests next door are noisy and cannot sleep?
Answer: (1) Apologize to the guest;
( 2) Ask the guest for their room number;
(3) Call or go to the room directly to advise the noisy guest;
(4) If the guest is still noisy, report the situation to the assistant lobby manager .
17. What should I do if a guest complains that the lighting in the room is too dark?
Answer: (1) First check whether all the lights in the room are intact;
(2) Each room Whether the wattage of the lamp meets the regulations;
(3) If the above two problems are not encountered, you should consider adding a table lamp or floor lamp for the guests. Do not use light bulbs exceeding the specified wattage to avoid burning the lampshade.
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18. The switchboard notifies a certain room that there is an outside call that cannot be answered. The room attendant needs to remind the guest, but what should I do if there is a "Do Not Disturb" sign on the door?
Answer: (1) If there is a "Do Not Disturb" sign on the door, no matter how urgent the outside line is, the guest cannot be disturbed. The switchboard should be notified of the situation in time;
(2) The switchboard will leave a message for the guest. Serve.
19. What should I do if there is a temporary power outage?
Answer: (1) The room attendant should remain calm;
(2) Clean the aisle and place the Push the work carts and vacuum cleaners in the corridor to the nearest vacant room
(3) If there is not enough light to clean the aisle, the floor foreman should instruct the waiter to stand next to the work cart or vacuum cleaner to prevent collisions with guests.
(4) The floor foreman uses a flashlight to explain to the inquiring guests and advises the guests not to leave the room;
(5) The room service center should learn from the engineering department about the cause of the power outage. and power outage time in order to provide a good explanation;
(6) After normal power supply, the area should be inspected comprehensively to check the safety situation after power supply.
20. What to do if a guest is found dead in the guest room?
Answer: (1) The room attendant should remain calm and must not panic, run or shout in the corridor, so as not to cause Chaos;
(2) Close the door, prohibit other employees from entering, and do a good job of protecting the site;
(3) Call the security department, assistant lobby manager and department manager to the site ;
(4) Provide guest information and visitor status to relevant department personnel and relevant units;
(5) After relevant department personnel have completed evidence collection, investigation, and removed the body, they should Remove supplies from the room for disinfection or burning, and thoroughly disinfect and clean the room.
21. What to do when called into the room by a guest?
Answer: (1) When called into the room by a guest, the waiter should first hold the door outside and say "I am" It's a waiter. Can I help you with anything? You can only enter the room with the guest's permission.
(2) It is not advisable to close the door when entering the room; guests should express their gratitude when giving up their seats, but it is not advisable to sit down; listen carefully to the guests' instructions; stand in a correct posture and do not look around.
(3) You should leave immediately after finishing your work and should not stay in the room for too long; when leaving the room, you should face the guests and close the door gently.
22. What should I do if a guest calls the waiter at night and asks to chat with him?
Answer: (1) Tell the guest tactfully that there is a lot of work to do during duty hours. If he cannot be on time, If completed, it will affect the quality of service to guests;
(2) At the same time, tell guests that chatting will occupy the hotel’s business phone number for a long time and lead to complaints from other guests;
(3) Ask Guests introduce various entertainment venues in the hotel.
23. What should I do if the guest requests flowers to be placed in the room?
Answer: (1) Understand the type, quantity, placement method and time of flowers required by the guest, and ask questions Flowers that are taboo for guests;
(2) Understand the reasons why guests place flowers, and provide meticulous service. If it is the guest’s birthday, congratulate the guest;
(3) Inform the guests of the required fees and ask the guests to pay in time;
(4) Place the items according to the guests’ requirements.
24. What is the VIP reception procedure?
Answer: After receiving the VIP reception notice, the guest room shall be prepared according to the VIP room preparation and layout procedures according to the requirements of the notice. Guest rooms:
(1) After receiving the notice from the front desk, the guest service center should first notify the floor attendant of the guest’s room number so that the attendant can conduct a special cleaning; then the guest service center will notify the guest’s room number Notify the foreman, supervisor, and manager of the room number and arrival time, and the guest room layout specifications and standards. If the VIP guest does not arrive on the day, the guest service center must make a record of the handover.
(2) According to the special requirements of the notice, the floor attendant cooperates with the foreman and the person in charge of the VIP room to put additional items into the guest room and arrange them.
(For example, flowers, fruits, tea)
(3) Foremen, supervisors and managers should promptly review the guest rooms after their respective subordinates complete the layout and inspection of the VIP rooms, and solve any problems found in a timely manner.
(4) Finally, the assistant lobby manager will inspect the room again to ensure that nothing goes wrong.
(5) When the guest is ready, the relevant personnel in the guest room should do a good job of greeting the guest when he arrives. When the guest arrives on the floor, the room manager or supervisor, the foreman and the floor attendant should be in the elevator. We will greet you at the entrance and provide necessary service work at any time. If necessary, a dedicated person will be responsible for it.
25. What should you pay attention to when providing shoe shine services to customers?
Answer: (1) Use a shoe basket to pick up and deliver shoes;
( 2) Prevent the guests' shoes from being mixed up;
(3) Choose appropriate shoe polish;
(4) Wipe the soles and edges of the shoe openings without shoe polish to avoid getting stains. Dirty carpets and guests' socks;
(5) Before shining shoes, spread cloth and newspapers on the floor to prevent dust and shoe polish from staining the floor.
(6) If it cannot be handled, remind the guest to send it to a shoemaker.
26. What should be done when serving long-term guests?
Answer: (1) Guest room cleaning should be arranged during guests’ non-office hours as much as possible;
< p> (2) When cleaning the guest room, be careful to dispose of the garbage in the room, and do not move the guest's office equipment and office supplies casually.(3) Provide room supplies and drinks according to the contract signed between the hotel and long-term guests or their companies;
(4) Prevent outsiders who have not completed the registration procedures from staying overnight .
(5) There is a certain degree of intimacy and distance.
27. What points should be paid attention to when managing keys?
Answer: (1) Signature must be registered when receiving keys;
(2) During work Keys must not be removed from the body, let alone placed randomly;
(3) Keys must not be provided to others for use;
(4) Keys must not be developed for others (except for specified personnel) Outside)
(5) When guests request to open the door, please contact the front desk.
28. What should the waiter do if the guest goes out to tell the visitor that he can wait in the room?
Answer: (1) First, learn the name and main characteristics of the visitor from the guest; < /p>
(2) When the visitor arrives on the floor, the visitor will be asked to register as a visitor after identification and confirmation;
(3) After the visitor arrives in the room, if the guest does not return, if the visitor needs to bring When items go out, you should approach them and ask them promptly and keep records.
29. What should you do if you find many guests’ belongings on the bed when you turn down the bed at night?
Answer: (1) If you find this situation, do not turn down the bed temporarily;
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(2) Do not move the guest’s bedding;
(3) Put a note on the bedside table for the guest, telling the guest why he did not turn down the bed, and ask the guest to call if necessary Customer service center phone number;
(4) Keep a record of this situation.
30. How to maintain the facilities of the guest service department?
Answer: To maintain the guest room equipment, first of all, pay attention to daily cleaning. Wooden furniture should be wiped with a dry rag and sprayed regularly. Wax and electrical equipment should also be wiped with a dry rag, and corresponding detergents and cleaning tools should be used when cleaning bathroom equipment.
Secondly, all guest rooms cannot be moved. If they need to be moved or replaced, they must be approved by the department manager and recorded. Finally, if any guest room equipment is found to be damaged, report it to the guest service center in a timely manner, and the guest service center will place a repair order.
31. What should I do if the guest reports that the room equipment is broken?
Answer: (1) First go to the room to check immediately;
(2) Is it a guest? If you don’t know how to use it, introduce the correct method of use to the customer;
(3) If it is indeed an equipment maintenance problem, apologize to the customer;
(4) After obtaining the customer’s consent, immediately Notify of maintenance;
(5) After the maintenance is completed, the customer should also be consulted to see if they are satisfied.
32. How to deal with large purchases by guests?
Answer: (1) If the guest needs it at that time, the service center should ask the front desk if they can sign;
(2) If the signature cannot be made, the guest is asked to pay in cash;
(3) If the purchase has been made, inform the cashier at the front desk regardless of whether the guest shows signs of leaving the store.
33. What should guests do if they want to play mahjong in the room?
Answer: (1) According to our hotel’s current regulations, mahjong can be provided only when the standard room is 360 yuan and the suite is more than 800 yuan. First of all Ask the front desk if the room rate can be provided;
(2) If it is not possible, explain to the guests tactfully and tell them that they can go to the chess and card room;
(3) If it is possible, although Even when asking guests to sign the bill, you must also clearly explain the charging standards to them to avoid misunderstandings.
34. What should I do if the guest comes back when cleaning the room?
Answer: (1) First politely ask the guest to show his room card to make sure he is the guest of the room;
< p> (2) Ask the guest if the room will be cleaned later;(3) If it is possible to continue cleaning, it should be completed as soon as possible.
35. What is the procedure for carpet cleaning in guest rooms?
Answer: (1) When the room attendant is cleaning the room, if the carpet in the room is found to be dirty or partially stained , should report to the customer service center in time;
(2) After receiving the call, the service center should promptly enter "expected carpet cleaning" in the "Maintenance Room Management" column of the computer and fill in the cleaning report form. When washing the order, be sure to write down the person and time for cleaning, and send it to the PA department at 14:00. If the order is washed after 14:00, it can be sent again at 21:00 that night;
( 3) If the PA department has finished cleaning, it must promptly notify the customer service center. The customer service center must enter "carpets washed" in the "maintenance room management" column so that the front office department can accurately grasp the room status.
36. How to check the room status difference list with the front desk?
Answer: When the room attendant is cleaning the room, if there is a room that has not been left as expected, it should be reported to the guest service center immediately. After receiving the call, the guest service center will fill in the room status discrepancy form. If there is no one in the room without luggage or sleeping outside, the front office should be notified by phone immediately, and the room status discrepancy form will be sent to the front office at 12:00 noon and 21:00 p.m. Go to the front office and check the room status with the front office department. ;
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