Traditional Culture Encyclopedia - Travel guide - 5 hotel year-end summary report samples

5 hotel year-end summary report samples

Hotel year-end summary report sample 1

1. Parking lot management

First, limit the number of parking lots by charging parking fees so that Park an appropriate number of vehicles in the limited parking spaces. Internal vehicles within the unit occupy as few parking spaces as possible. Control non-hotel vehicles from entering and parking. Secondly, through the adjusted training of parking lot security guards, the work must be pragmatic and conscientious.

2. Fire Safety Management

Fire protection work has always been the top priority of all work. In order to ensure that the hotel safety work is foolproof, we lead the central control and internal security personnel to conduct comprehensive and meticulous Fire inspections were carried out, and fire hazards discovered during the inspection were immediately eliminated and reported for resolution. In addition, fire safety training for central control personnel was strengthened and the hotel's fire emergency plan was learned: all hotel employees were trained on how to use fire extinguishers, how to report a fire alarm and safe evacuation. Common sense about emergency escape.

3. Security Monitoring and Management

According to job responsibilities, screen dynamics are closely monitored 24 hours a day. Internal security personnel regularly and irregularly inspect key areas and floors to ensure the safety of guests and hotel property. .

4. Safety Prevention Management

Cooperate with the study of the documents of the Beijing Public Security Fire Corps and the Dongcheng District Fire Safety Committee, do a good job in preventing and controlling fires this winter and next spring, and formulate appropriate Various emergency plans of this hotel's nature can effectively prevent the occurrence of fire accidents, ensure fire safety work in important seasons and the Spring Festival is approaching, and cooperate with the inspections of the fire brigade to ensure that anything happens is discovered in a timely manner, dealt with in a timely manner, and does not hide anything

Finally, I believe that through the joint efforts of all of us, strengthening all aspects of management and standardizing all management work, we will surely promote the development of the company's business, improve the company's economic benefits, and at the same time create a safer, more comfortable and satisfactory rest for our guests. , entertainment environment.

1. Holding the Asian Games and World Expo in China is a century-old dream of the Chinese people. In order to ensure good public security during the Asian Games, the hotel will follow the unified arrangements of the relevant government departments and combine the actual situation of the hotel to strengthen leadership and strengthen measures to make safety and security during the Asian Games the top priority in all work. Hotel security The department manager convened department personnel to conduct research and deployment, and established a leading group for Asian Games security work, requiring leaders of all departments to attach great importance to Asian Games security work, strengthen internal management, and manage their subordinates well and do their jobs well. In view of the situation of some suspicious persons and external construction workers in the public area of ????the hotel, a work plan and emergency response plan have been specially formulated. In particular, items and some letters left by guests in the public area have been carefully inspected. Inspect and receive to strictly prevent various safety accidents. And clearly demonstrated various contingency plans and measures during the Asian Games to employees. The responsibility for Asian Games security will be assigned to each specific person. It ensured the hotel's security and stability during the Asian Games and welcomed the 2010 Asian Games in a harmonious and stable environment. With the joint efforts of all hotel employees, the security management work during the Olympics was successfully completed, ensuring 100% hotel safety without any accidents.

2. The hotel’s fire safety work has always been the top priority of our work, because it is related to the life safety of guests and our employees. In order to ensure the hotel's fire safety, the hotel general manager held a meeting to formulate a series of measures. First of all, all new employees of the hotel were given special fire-fighting training, teaching them how to deal with fires, how to use fire-extinguishing equipment, how to extinguish the first fire, how to save themselves and escape, etc. In order to allow all employees to better master the theoretical knowledge they have learned, the hotel successfully held a hotel fire drill in June 2008. In order to implement fire safety work and ensure the safety of the staff dormitories, the hotel staff dormitory also successfully conducted a fire drill on December 30, 2008. In addition, the hotel also conducted two elevator trapping drills. Through these exercises, we applied the knowledge we learned into practice, and at the same time saw the problems that we need to improve in future work to do our fire safety work better.

3. After the 9.20 major fire accident in Shenzhen, the hotel administrative committee attached great importance to it. In order to prevent the occurrence of fire hazard accidents and enhance the safety awareness of all hotel employees, the hotel actively cooperates with the production safety requirements of the Yantian District Government. In mid-November 2008, experts from the Yantian District Work Safety Supervision and Administration Bureau were invited to conduct safety inspections for all hotel employees. Conducted production safety training and conducted assessments. In order to conscientiously implement the fire protection work requirements of "hidden dangers are more dangerous than open fires, prevention is better than disaster relief, and responsibilities are heavier than Mount Tai", the hotel also specially invited teachers from the Yantian District Fire Brigade to conduct special fire safety training for hotel employees. Through the training, all hotel employees have a deeper understanding of fire safety and production safety.

4. Since the hotel is located on the shore of Dameisha, there are relatively many leisure people on the beach, which has become the focus of our safety work. In order to ensure the personal and property safety of guests and provide guests with a comfortable leisure environment, the hotel has formulated a corresponding beach emergency management mechanism.

The Security Department has sent dedicated personnel to patrol the beach area 24 hours a day, and increased the number of lifeguards to handle dangerous situations on the beach and swimming in a timely manner. After a year of hard work, no safety accidents occurred on the hotel beach in 2008, achieving the expected goal.

5. Starwood Hotels & Resorts International Group hires a third-party company to conduct secret safety audits of hotels every year to promote better implementation of hotel safety work. Dameisha Kingkey Sheraton Resort achieved gratifying results in its safety audit in 2008, and is expected to have completed the safety audit standards set by our hotel at the beginning of the year.

Although we have achieved certain results in the past year, we should also see that the safety awareness of employees needs to be further enhanced. At the same time, we must adapt to the characteristics of safety work under the new situation and strengthen the awareness of all employees. Terrorist attack training to prevent safety accidents.

As 2009 approaches, we will work harder to implement the safety production work policies of the District Committee, District Government and District Tourism Bureau, strive to create better results, and contribute our due strength to the creation of a harmonious salt field. .

Hotel year-end summary report sample 2

I served as __ manager in 20--. Under the supervision and support of __ leader, I worked with __ colleagues to conscientiously perform Job responsibilities, completed __ various tasks. Here is a summary:

1. Based on the actual situation, recognize and solve various work problems of __

Three other managers and I are strengthening the job responsibilities of new employees. , job requirements, job service process training, while strengthening their supervision and guidance, old employees lead new employees, and new employees with outstanding performance communicate and learn from each other, so that new employees can adapt to the environment as soon as possible and become independent Deal with problems at work. Regarding the current situation of old employees who are upset due to long working hours and short off-duty time, we try our best to communicate and coordinate with the leaders of other departments under appropriate circumstances, and strive to transfer colleagues from other departments to fill the vacancies of __, so that The problem of employees in this department having difficulty taking off work has been alleviated. In order to mobilize employees' work enthusiasm and enthusiasm with humanized management methods.

2. Strengthen employee training

Based on past experience, in terms of employee training, we focus on training employees' service awareness and service skills, as well as job responsibilities and requirements. This year, we actively responded to the "Guidelines and Policies for Building Environmentally Friendly Green Hotels" advocated by the hotel, formulated "green environmental protection implementation methods" based on the original training plan, and strengthened them in the training courses for new employees. We called on employees to work hard Minimize the cost of guest consumables, and require employees to develop the awareness of "I do my part for a green hotel" in terms of water and electricity conservation, and increase energy conservation and consumption reduction measures from small to large. The implementation of "from point to surface" has spread. Based on the actual situation of the hotel, we strive to implement energy saving and consumption reduction measures.

3. Existing problems and rectification measures

Over the past year , although I have made great efforts to do my job well, I do not have enough theoretical knowledge of service and management. I do not pay enough attention to the details of my work and do not pay enough attention to the work. There are few requirements for attitude and work style. I will strive for more support from my superiors, collaborate with colleagues, and solve fewer problems together. I will strengthen theoretical study and further improve my own quality at work, and concentrate on solving problems. Solve all the problems that exist in the work. Take strong measures to ensure that the work is completed with quality and quantity. Strengthen the supervision and training of employees, actively adopt everyone's opinions, and work together to solve problems.

< p> I would like to sincerely thank the leaders for their support, supervision, guidance and personal help over the past year. I will seriously sum up my experience, carry forward my achievements, and overcome my shortcomings with my team members with full confidence and enthusiasm. : Work diligently, pioneer and innovate, and make due contributions to the development and growth of the hotel.

Hotel year-end summary report sample 3

Since entering the work, I have been carefully nurtured by my superiors. Through their continuous efforts, they have developed and gained a lot, both in terms of thinking and management.

During the work, he set an example and led the employees. Make progress together, solve difficulties together, take work as your own responsibility, take facts as the basis, take efficiency as the criterion, be down-to-earth, and work hard. There are problems of different difficulties in all tasks, and you must be brave enough to face difficulties. : The attitude of "Knowing that there are tigers in the mountains, and prefer to travel to the mountains" turns difficulties into motivation. Strengthening financial management, reducing costs, and obtaining greater profits are the starting point and destination of strengthening catering management. Regarding the raw material procurement plan and approval process, the catering department managers should formulate periodic raw material procurement plans based on the operating characteristics of the hotel and catering, and refine the approval process. For example, raw materials that go directly into the kitchen every day should be based on the business conditions and warehouses of the day. The existing storage capacity will be used to determine the amount of raw materials purchased for the next day, which will be reviewed and reviewed by the executive chef. Important raw materials such as swallow, wings, abalone, etc. must be subject to secondary control and must be declared by the head chef and reviewed by the catering director and reported to the general manager. Approvals. Reduce unplanned purchases.

Unplanned and large items must be submitted to the general manager for approval for purchase.

In order to better improve management work, the following work measures have been carried out:

First: Promote scientific management of employees.

Improve and implement a standardized catering cost accounting system. Improved using advanced computer systems. For example, the logistics system we used before can scientifically manage procurement, acceptance, inventory, standard menu, cost accounting, supplier communication, etc. At the same time, we must also pay attention to the application of existing software system functions. For example, the existing NCR system can regularly conduct guest consumption analysis, dish sales ranking, etc. Provide useful data to strengthen cost control. Raise employee awareness. Employees in all work links and positions are the direct and effective controllers of costs and expenses. All employees form a full-staff cost management group from top to bottom, forming an atmosphere where everyone contributes to the hotel and focuses on efficiency everywhere.

Second: Establish a restaurant case collection system to reduce the chance of customer complaints

This year, the catering department implemented a catering case collection system in each restaurant to collect customer opinions on service quality, product quality, etc. As an important basis for improving management and evaluating the management level of managers in various departments, each restaurant manager analyzes and summarizes the collected cases and comes up with solutions to the problems, making management more targeted and reducing customer complaints. probability.

Third: Cultivate employees' service awareness and improve their overall quality

In order to cultivate employees' service awareness and improve their overall quality, this year we carried out "Catering Service Awareness Training" and "Catering Service Awareness Training" "Employee Mentality Training", "Five Practices of Service Staff", "Employee Etiquette and Courtesy", "Beverage Knowledge" and other training courses, these training courses enable grassroots service staff to improve their service awareness, service mentality, professional service image and catering expertise. All aspects have been improved. Since April this year, no employee disciplinary violations have been reported in previous major inspections of the human resources organization.

Fourth: Optimize training courses and improve management level

Adjust and optimize the courses to make them more targeted and effective. The main optimized courses are: "Customer Complaint Management", "Basic Etiquette for Catering Staff", "How to Transform from Campus People to Business People", "Customer Satisfaction Management", "How to Effectively Manage Employees", "Employee Mentality Training" , "Five Basic Trainings for Service Staff", and the new courses planned are: "Time Management", "Six Constant Management Methods of Catering", "Food Safety and Nutrition", "Menu Production", "Manager Emotional Quotient", etc. Among them, the "Six Constant Management Laws of Catering" will be used as the main annual course for special training, and daily management work will be closely integrated with the content learned to comprehensively promote catering management.

In the blink of an eye, the period of rapid work progress has come. I have always made full use of the attitude of "working together as one to make a difference" and working side by side with the team's cooperative spirit to enable the company to develop rapidly. In the future management work, I will continue to work hard, challenge myself, further improve my management level, and work hard to build a learning-oriented and excellent catering service team!

Hotel year-end summary report sample 4

One yuan begins again, and everything is renewed. In the past year, under the decisive decision-making and correct leadership of General Manager Sun of the group company and Vice President Ma Shaoxiang, the group leader, our hotel has kept pace with the times, actively adapted to market demand, and completed the guest room through the joint efforts of all hotel employees. The decoration and renovation of the 6th to 30th floors created better operating conditions; further improving the hotel's competitiveness. At the same time, the hotel liberated its mind, moved forward in exploration, and forged ahead in development, and achieved remarkable results.

The past year was an important year for our hotel to adhere to quality construction, enrich business connotation, and improve business level. Over the past year, we have closely focused on the annual business goals and tasks, mainly "grasping one center, achieving two highlights, and improving the basic construction of guest rooms." Grasping a center: that is, firmly grasping the center of marketing, and all staff will carry out various tasks with marketing as the center. All employees of Fumandi Hotel are marketers, publicists, and waiters. In particular, our marketing department, foremen, and hotel managers above the supervisor level all have a strong sense of marketing and service, and have managed to stabilize the old customer base and constantly develop new customer sources. Two highlights have been achieved: hotel room occupancy rate and restaurant dining rate.

The average daily occupancy rate of the hotel is 71%, the annual average room price is 210 yuan/room, and the total annual income is 139,216,520 yuan, including 108,583,390 yuan in room revenue and 30,633,130 yuan in other income; 16,100 boxes of mooncakes were sold, The amount was 1853150 yuan, and the task was 100% completed. The hotel has embarked on the track of institutionalized and standardized management; its marketing and customer service work has continued to improve, and while obtaining better economic benefits, it has also enhanced the hotel's popularity and reputation in Nanning. The achievement of these gratifying achievements is the result of the efforts of all hotel staff and is also inseparable from the strict management of the hotel general manager.

The management system is clear, and we insist on holding morning meetings every day, regular meetings every week, summarizing every month, solving existing problems in a timely manner, praising the advanced, clarifying the focus of the next work, improving the service quality, and achieving personalized and humanized services, thus increasing the number of employees. Increased guest return rate. We vigorously promoted the renovation of hardware facilities and the personalized construction of core products, and overcame numerous pressures and tests such as increasing total operating volume, increasing difficulty in increasing revenue, and increasing costs, and maintained stable operations.

The reason why we were able to achieve steady business development in 20-20 was mainly due to always adhering to and grasping the following main lines in business operations and achieving the following results:

(1) Implementation of hardware decoration Renovation, business outlook changed and refreshed

The quality construction in 20--year focuses on striving for excellence and creating friendly services, and pays more attention to the functional innovation of core product hardware. The guest rooms are renovated and renovated to enhance comfort. and personalized construction. During the half-year renovation project, the hotel did not have any closures due to the renovation project. It achieved both renovation and operation, forming the hotel's unique business style and quality advantages, which will also contribute to the hotel's further development in the future. Bring good expectations and outlook.

(2) Make the hotel brand bigger and stronger, strive for excellence and achieve fruitful results

Striving to create a first-class hotel and build a first-class brand has been the unswerving development of our hotel over the past year. Purpose and business philosophy, and always implement and grasp them in business management. It has improved the hotel's business image and established an excellent business reputation. It has also confirmed the necessity, importance and correctness of our development ideas of creating high-quality hotels and making the brand bigger and stronger. The results are inspiring and are a kind of spur.

(3) Create a fine service brand and improve the overall service level

Being fine and meticulous, and creating refined, humanized and family-friendly services have always been the core of our hotel's service quality construction. content. For example: the LED scrolling subtitles in front of the store broadcast our store's new preferential policies and special room information 24 hours a day, so as to let guests know the latest information on various activities of Fumandi Hotel in a timely manner; there are settings inside the hotel lobby and in the elevator car We have prepared exquisite posters, shelves and other promotional materials to introduce in detail the membership application procedures of Yihua International Hotel and the various preferential policies enjoyed by members, so that customers can understand Yihua International Hotel, know the member preferential policies, and finally apply for our store. Membership card to become a member of Fumandi Hotel. Actively contact major well-known online booking websites, reach an agreement through brief discussions, and sign a house sales agreement to maximize online house sales, expand the Lianhua brand awareness, and increase the occupancy rate and online popularity of our store. During China's traditional festival "Mid-Autumn Festival", we carefully prepared member mooncakes for our guests and gave them to our hotel's VIP guests, so that every Fumandi member friend who was traveling during the festival could feel the warmth of home and the Yihua International The hotel's care truly makes guests feel the corporate culture of Yihua International Hotel, and truly does everything for the guests, everything for the guests, and all guests. During the Christmas period, the internal hall of our store is decorated with Christmas decorations, creating a strong Christmas atmosphere and allowing guests to stay happily at Yihua International Hotel. In order to cultivate a hotel atmosphere of cordial hospitality and sincere service and build harmonious interpersonal relationships, through extensive organization, mobilization, publicity, guidance and supervision, a good service atmosphere has been basically cultivated and the friendly service awareness of the employees has been enhanced. . Encourage managers and employees to actively adapt to the new changes and new requirements of the new standards, and improve the hotel's service and management level under the new situation. Create a fine service brand and pay more attention to the quality improvement of employees. Through the three-level training system of hotels, departments and teams, and through various training methods and carriers, employees’ professional service knowledge and fine service awareness can be enhanced and improved; promote service innovation , a traditional service brand that is refined and refined. The service quality increasingly demonstrates the charm of family friendly and humane taste, embodies the refined service characteristics of five-star hotels, and has been affirmed and praised by guests.

(4) Caring for employees’ lives and enhancing employee cohesion

Employees are the hotel’s valuable asset and the driving force behind its development. In the past year, we have paid more attention to the core role of employees in the hotel, created various conditions to improve employees' lives, enriched employee culture, enhanced employees' sense of belonging to the hotel, and created harmonious labor relations. The hotel has arranged multiple employee representative symposiums to sincerely listen to employees’ opinions and demands on business management, corporate culture, and logistics life, and try its best to solve them. The hotel attaches great importance to the issues raised by employees about the poor taste of rice and the frequent consumption of uncooked rice, and expresses its sincere wishes to the employees. At the request of the group, Vice President Ma approved the purchase of a large electric rice cooker. Employees can eat delicious rice, care for employees, and focus on creating a hotel atmosphere of mutual help, which improves employees' work enthusiasm and makes greater contributions to the hotel. .

(5) Deeply explore the operating potential and improve the quality and efficiency to a higher level

The total operating volume and operating tasks of the entire store in 20-- are arduous, but in the face of difficulties and challenges, all departments have implemented in-depth Implement the hotel's annual work spirit, focus on "tapping potential and increasing revenue", make a fuss about improving product competitiveness, spend time on reducing costs and increasing efficiency, explore new ideas, innovate and make progress, constantly tap business potential, expand growth space, and achieve a satisfactory result Completed the work of receiving foreign guests during the first session of the Second ASEAN Conference in Nanning, which was highly praised by foreign guests. The annual performance of more than 139.12 million yuan was achieved.

(6) Tighten the string of safety production and solidly advance safety management

In 20--20, we will continue to focus on safety production work, with the purpose of ensuring safe operations, and with the aim of preventing and eliminating Hidden hazards are the main line, focusing on the implementation of the responsibility system and safety supervision, taking the investigation and management of hidden hazards as a breakthrough, and in-depth implementation of various measures for production safety: according to the new star rating standards, fire protection, fire emergency evacuation, food hygiene and poisoning, Emergency response plans for emergencies such as public security cases have improved safety management and response levels; we have strengthened safety inspections before major holidays such as the National Day, implemented a safety production duty system, and strictly prevented and controlled the occurrence of accidents; we also held an all-staff meeting at the end of the year , provide special fire prevention training to all employees to continuously improve employees’ safety awareness and prevention skills.

The above are the 20-year work achievements, which are the crystallization of the unity, hard work, forge ahead and hard work of all employees.

20-year work, through the joint efforts of the whole store, the results are the most important. But the existing problems cannot be ignored. Some of these problems come from guest complaints and other feedback, and some are discovered by hotel quality inspections or department self-examinations. Measured by the standards of a five-star hotel, the problem is obvious and the need for rectification has been urgently put on the hotel's agenda.

1. Service quality still needs to be optimized. From the inspection, it was found that some employees in some departments or positions were not proactive in courtesy, reception services were not attentive, and they were inflexible in handling emergencies. In addition, poor cleaning and hygiene also affects the hotel's service quality.

2. Facilities and equipment are not perfect. From the guest complaints, it was discovered that the air-conditioning supply was not immediate and the heating was not available, which seriously affected the hotel's operation. The hot water supply pressure was low and the water supply was slow, affecting the hotel's economic interests. Failure to maintain equipment in a timely manner also affects the overall service quality of the hotel.

3. Management standards need to be improved. The first is reflected in the fact that the comprehensive quality of management personnel, such as cultural accomplishment, professional knowledge, foreign language proficiency and management ability, is uneven; the second is reflected in the fact that the hotel has not yet formulated a complete set of standardized and feasible "management models" for the system.

20--2020 is about to pass, and we welcome 20--2020 with confidence. The past year was also a year in which the hotel's annual revenue and profit targets were achieved relatively satisfactorily. On the occasion of bidding farewell to the old and welcoming the new, Yihua International Hotel must have a new atmosphere in the new year. We cannot rest on our laurels. We must pioneer and innovate to make our hotel bigger and stronger. There is no best, only better. . We will use outstanding hotels in our industry as a reference, strive to catch up, and achieve the greatest improvement in our hotel performance! We will strive to achieve greater success in the new year.

Hotel year-end summary report sample 5

I have been working in this hotel for half a year without knowing it. From the beginning of getting to know the front desk to now being independent, I believe In addition to my own dedication and hard work, this also includes the training I received from the hotel, as well as the support given to me by senior employees and leaders. I have learned a lot in half a year. The well-known business motto in the service industry, "The customer is always right," has been taken to the extreme here. In order to achieve certain financial goals, hotels must not only meet the material needs of guests, but also satisfy the spiritual needs of guests. Therefore, as a hotel operator, we often meet the guests' requirements to the maximum extent as long as they do not violate morality. Therefore, employees will be instilled in employees from the on-boarding training: "The customer will never be wrong, it will only be us" and "Only sincere service will bring smiles from the guests." I have always believed that the customer is God, and I have always tried my best to provide the best service possible.

The work of the hotel front desk is mainly divided into reception, room sales, check-in registration, check-out and fee settlement. Of course, this also includes answering guests' questions, helping guests handle service requests, telephone transfer and other services. The front desk of the hotel is divided into three shifts: morning shift, mid-day shift and overnight shift. The work is rotated. One of them is a full-time cashier, and the other two are assigned the remaining work according to the actual workload. This kind of arrangement is relatively loose. When the workload is heavy, one person can be assigned to cashier, one person to register and promote, and the other person to be responsible for other services and contact work. It can also relieve the pressure of the cashier, so that the cashier can have a clear mind and make no mistakes. The most important thing is that this way of working allows newcomers to quickly gain experience. When the workload is small, they are guided by their colleagues in charge. When the workload is heavy, they can absorb more experience and grow rapidly.

1. Strengthen business training and improve one's own quality

As the front office of the hotel, every employee must directly face the guests, and the employees' work attitude and service quality reflect The service level and management level of a hotel depend on it, so the training of employees is the focus of our hotel's work. We regularly conduct telephone language skills training, receptionist etiquette and house selling skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, so that I can better provide customers with high-quality services.

2. Strengthen my sales awareness and sales skills, and increase the occupancy rate

The front office department actively promotes the sales of individual rooms according to market conditions. This year, the hotel has launched a series of In the guest room promotion plan, the receptionist flexibly controls the room price according to the market conditions and the occupancy situation of the day in addition to the hotel's preferential policies. The number of individual guests at the front desk has increased significantly, and the occupancy rate has improved. The receptionist emphasized: "As long as the guests who come to the front desk , we must try our best to let guests stay" and strive for more occupancy rates.

3. Pay attention to the coordination between various departments

The hotel is like a big family. Friction will inevitably occur between departments at work. The quality of coordination depends on the work. Lieutenant General was greatly affected. The front office department is the central department of the entire hotel. It has a close working relationship with the catering, sales, guest room and other departments. If there is a problem, we can proactively coordinate with the department to solve the problem to avoid the deterioration of the matter, because everyone ***The same purpose is for the hotel. If it is not solved and handled well, it will have a certain negative impact on the hotel.

4. Consider how to make up for mistakes made by colleagues and departments to ensure timely checkout and customer satisfaction.

The front desk cashier is the last department that guests come into contact with before leaving the hotel, so they usually complain to us about various hotel services during checkout, and these problems are not caused by the cashier. At this time, the most taboo Shifting the blame or blaming the department or individual that caused the difficulty is the most undesirable. It not only fails to make up for the fault, but also makes the guests doubt the management of the entire hotel, thereby deepening the guests' distrust. Therefore, the intermediary function should be played calmly and the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, the guest's opinion should be solicited again. At this time, the guest is often influenced by your enthusiastic help, thereby changing the initial bad impression and even establishing a close and mutually trusting customer-self relationship.