Hotel etiquette knowledge

Personally, I am studying hotel management

1) If a guest requests a live performance, the hotel is not a place for performances, so we cannot agree to it, but we must explain it clearly to the guest and be tactful. , I just said that according to hotel regulations, you can’t do anything other than professional things. I’m very sorry!

2) If the guest thinks the dish is undercooked, if the dish is originally like this (like an 8-minute steak), you can explain it to the guest first. If he still thinks it is undercooked, you can discuss it with the guest. Can you take it back and process it again? Generally, we won't redo the dishes because the cost of the dishes is very high. The hotel aims to increase profits, so if you don't lose money, you won't lose money. You can give a fruit plate as an apology, and the cost of the fruit plate is very low.

3) How to deal with spilled vegetable soup. It doesn’t matter if vegetable soup is spilled. Apologize and then wipe up the spilled soup. But if the soup is spilled on the guest, it will be more serious. Maybe the guest's clothes are expensive and dirty and difficult to clean. Of course, you have to apologize first, and then help the guest clean the clothes for free with the guest's consent. Afterwards, you have to give some small discounts to the guests, such as small discounts on food and beverages, etc. Otherwise, it is likely to cause complaints.