Tricky hotel service solutions

Troublesome hotel service solutions

During the hotel service process, service staff will inevitably encounter some thorny problems. So, how should they solve these problems after encountering them? The following , I will share with you the troublesome hotel service solutions, I hope it will be helpful to everyone!

1. A guest booked a room in your hotel through a travel agency. Because he was in a hurry, I remember I don’t know the name of the hotel, but it seems to be your hotel in my memory, but I know the group number and arrival and departure date, what should I do?

　(1) Comfort the guest

　(2) Ask the guest’s name , travel agency name, group number and departure time, based on this, first search among the groups in this hotel.

(3) If the hotel does not have this group, call the travel agency and other hotels to find it.

(4) If you cannot find it for a while, you can arrange for the guest to stay as an individual guest and then continue to search.

2. A non-guest named Chen told you that a guest staying in your hotel owed him a lot of money. Mr. Chen now has no money to return to Hong Kong. He hopes you can help check and inform him of the room number. , so that he can return the debt. Do you sympathize with this customer? How should you handle Mr. Chen’s request?

(1) Express sympathy for Mr. Chen.

(2) Explain to Mr. Chen that the room number cannot be disclosed to outsiders without the guest’s consent.

(3) It is recommended that Mr. Chen resolve the matter through legal means.

(4) Contact the guest and ask if Mr. Chen can be informed of the room number.

(5) Notify the security personnel to pay attention to the movements of Mr. Chen and the residents to prevent disputes. At the same time, pay attention to the consumption situation of guests to prevent evasion of accounts.

3. When checking in at the front desk, a foreign guest planned to stay for a week and paid the entire room fee in advance. The guest returned to China for some reason three days after checking in, but he asked not to check out, saying that another colleague from his company would stay in the room today. How would you handle it?

　(1) You can agree to the guest's request request, but ask them to provide written proof, citing the names of their colleagues.

(2) Ask the resident to pay his own miscellaneous expenses, and confirm who will pay his colleagues’ miscellaneous expenses and overdue rent.

(3) Ask him how to deal with his letters.

(4) When his colleagues come, go through the registration procedures and explain how to pay the fees.

(5) When changing information, the original guest’s information is generally retained.

4. A Mr. Zhang came to stay. He booked two rooms, but his friend would arrive later. Mr. Zhang said that he paid for both rooms by himself. He wanted to register his friend and get the key for him. How should you handle it?

(1) Explain to Mr. Zhang that the registration card is I am required to fill in and sign.

(2) To arrange Mr. Zhang’s stay, you can pre-assign his friend’s room number.

(3) Please indicate on the registration information that Mr. Zhang will pay for his friend’s expenses.

(4) When his friend checks in, he will indicate on his registration information that the fee will be paid by Mr. Zhang.

5. A foreign guest checked into your hotel, but when paying the deposit, he said that he did not have enough cash with him and his friend would bring money in the evening. How should you deal with it?

(1) It is recommended that guests pay the deposit with a credit card or traveler's check accepted by our store.

(2) If you don’t have a credit card and traveler’s check, you can ask them to pay a part of the deposit first, and then make up the amount when their friends arrive.

(3) For those with little or no luggage, pay attention to their consumption situation to prevent evasion.

6. As a hotel receptionist with hundreds of rooms, what should you pay attention to when allocating rooms to guests?

(1) In principle, according to the guest’s requirements and the hotel room Depends on status.

(2) Guests with special requirements will be assigned rooms in advance.

(3) Important guests are assigned the best rooms in advance.

(4) Group rooms should be divided in advance and concentrated as much as possible.

(5) Hostile guests should not be grouped together.

(6) Individual travelers and group travelers should try not to be on the same floor.

(7) Consider the time connection between departing guests and arriving guests.

(8) Consider the number of taboos for guests.

7. What should I do if I don’t have a group visa when I check in as a group?

(1) Group guests are very tiring on their journey, so we should start from the convenience of the guests.

(2) Verify the group information, and if it is correct, arrange for guests to check in first.

(3) If the guest enters the country as an individual, collect the guest ID together with the tour leader or companion, and fill in the group check-in registration form as required.

(4) If the group visa is lost, please ask the leader and accompanying person to go to the relevant department to get a new one

8. After a guest in your hotel checked in, he requested that the group visa be issued at around 8pm the next day. Check out, but he is unwilling to pay more rent because he has to take a flight at 10:30 that night and will spend money in the hotel restaurant before checking out. How will you deal with this?

(1) It depends on the room rental situation and the identity of the guest on that day.

(2) Generally speaking, guests do not want to pay more rent. If the room is not tight, we can postpone the rent until 5:00 pm and help them store their luggage. If they insist on staying until 8:00 pm, Then at least half a day's rent will be charged.

(3) For the elderly, infirm, disabled, VIP) regular customers, etc., you can ask the manager on duty to sign a waiver of overtime rent.

9. The guest in a certain room in your hotel went out and did not return. Now a person claiming to be from the same company came to pick up the key to this room. He said that it was this guest who asked him to discuss important matters. , and asked him to go into the room first and wait. How would you deal with it?

(1) Find out whether the guest has confessed the matter.

(2) If the guest fails to explain, refuse him or her entry into the room, explain the hotel rules, and ask him to wait for the guest to come back.

(3) Leave a message to the guest, inform the guest of the situation when he comes back, and suggest explaining it in advance next time.

(4) Inform the guest that the guest has returned and apologize to him.

10. A Ms. Li who came to check in claimed to be the manager of a foreign company in Beijing. Her company had an agreement with your hotel and had asked her secretary to book a standard room in your hotel for her, but you But the reservation cannot be found, what will you do?

(1) Apologize to Ms. Li, and understand the company name, agreed price, name of the person who signed the agreement and the name of the person who made the reservation.

(2) If there is no objection, the room will be moved in at the agreed price.

(3) If there is an error in the verification, guests will be arranged to check in as individual guests first.

(4) Explain the difference in room price to Ms. Li and ask her to contact the company and the booker. After verification, the room price can be adjusted.

(5) At the same time, contact the marketing department to implement the reservation.

(6) Prepare shift handover so that relevant information can be changed the next day.

11. When a guest checked in, he thought that the house price was too expensive. He said that the previous time he bought a house through a travel agency, it was cheaper than here. Why can't he charge according to the price of the travel agency? How should you explain?

< p> (1) There is a difference between the retail price and the contract price of the travel agency. The travel agency signs a contract with the hotel and sells a large number of rooms for the hotel every year, so it has a larger discount.

(2) Since the guest has stayed multiple times, a certain discount can be given based on the situation. ( 1) Arrange guests to check in as individual guests first.

(2) Explain the difference in room prices to guests.

(3) Ask for the group number and indicate on the group ticket that the guest has checked in.

(4) If the guest’s current room is different from the room booked by the group, make an appointment with the guest when to transfer the room the next day.

(5) Prepare shift handover so that relevant information can be changed the next day. When the group arrives, promptly notify the guest to accompany and lead the group

13. When filling out the registration card, a guest only signed his name and refused to fill in other content, saying that he could pay a large deposit and the hotel You can trust him completely. How should this be handled?

(1) Explain to the guest that filling in the registration card upon check-in is a requirement of the Public Security Bureau, and it does not mean that the guest is not believed.

(2) Filling in the registration card will help us provide good services to our guests.

(3) If the guest does not want outsiders to know his identity.

We can keep all customer information confidential.

(4) If the customer finds it troublesome, we can fill in other content on his behalf.

(5) Keep a guest history file so that you can pre-register the relevant content for the guests when you check in next time.

14. The guest claims to have booked a room at a travel agency and paid all the fees, but we cannot find the booking information for a while. What should you do?

(1) Report to Guests know detailed reservation status.

(2) Further check whether we missed the reservation.

(3) If the guest has a booking receipt from a travel agency, and the travel agency has a contract with our hotel, we can arrange for the guest to check in first and then contact the travel agency for confirmation.

(4) If the guest does not have any credentials, please contact the travel agency for confirmation.

15. A guest said that he is leaving the hotel today, but will come back in a few days, and wants to keep the current room. How should you deal with it?

(1) Ask clearly Will the guest pay the rent for the few days he or she is away?

(2) If the payment is complied with, the guest is asked to pay the rent and protect the luggage and items in the guest's room. Please take away the valuables or store them in the safe.

(3) If the guest is unwilling to pay the rent for a few days away, ask for the exact date of his return to the store, make an order, and indicate the room number.

(4) After the handover is completed, this room can only be assigned to guests who leave the hotel before the original residents return.

16. When a foreign couple checked in at the front desk, their three children made loud noises and chased each other in the lobby. As the assistant lobby manager, how should you handle it?

(1) Children chasing each other noisily in the lobby will cause adverse effects.

(2) Discourage children politely.

(3) Ask parents to take good care of their children.

17. How should you deal with a guest who has escaped the debt before and asks to stay in your hotel?

(1) Ask the guest to pay off the debt before checking in, but pay attention to the language Skill.

(2) Collect the customer’s consumption deposit.

(3) Pay attention to this guest’s movements to prevent evasion again.

18. According to hotel regulations, guests must be neatly dressed when entering the hotel. A foreign guest carries a backpack and wears slippers into the lobby. How should we deal with this?

(1) Politely explain the hotel's rules to the guest and advise the guest to change his shoes before entering the hotel.

(2) If the guest comes to dine, shop or visit, you can ask the guest to store his backpack.

(3) Apologize for the inconvenience caused to guests.

19. A visitor to the hotel complained to the assistant manager in the lobby, saying that the security guard had a bad attitude and did not allow him to sit on the railing of the stairs to take pictures. How should this be handled?

(1) Apologize to the guest.

(2) Explain the hotel’s rules to guests.

(3) Find out the situation. If the security guard has a bad attitude, he should be criticized and educated.

20. One morning, you received a long-distance call from a company in the United States, requesting to make a reservation for a staff member of their company who planned to stay at your hotel that day. You hoped that the hotel would arrange for someone to pick him up and pick him up at the hotel. Place flowers, fruits and a tribute letter from his company in the guest's room to celebrate the guest's birthday. How do you deal with it?

(1) Thank you for your trust in us.

(2) Ask for details and specific requirements.

(3) Confirm how the other party will pay.

(4) Arrange to pick up the car and place flowers, fruits and tribute letters.

(5) The hotel expresses birthday greetings to guests.

21. A guest who just checked into your hotel asked that his room number be kept confidential and that all domestic calls would not be answered, only Hong Kong and international long distance calls. Now a Mr. Liu who calls himself Hong Kong Long Distance calls to find this resident. You were unable to confirm whether the situation was true. How will you deal with it?

(1) Learn as much as possible about Mr. Liu’s situation.

(2) Call the resident and let him decide whether to answer the call.

(3) If the guest is not here, you should first reject Mr. Liu and leave a message to explain the situation to the guest. After the guest returns, ask if Mr. Liu can be informed of his room number.

22. One morning, due to the carelessness of the bellman, he failed to collect the luggage from one of the rooms of the tour group. When he found out, the tour group had flown to city A and stayed there for two nights. You What should be done?

(1) Contact the whole group’s escort and find out the hotel where the group stayed in City A.

(2) Use the fastest flight to check your luggage to city A.

(3) Notify all members of the group, ask them to collect their luggage, and convey our apology to the guests.

(4) Educate and deal with the baggage handlers.

23. What will you do when you find two unclaimed luggage in the front hall?

(1) Ask the front desk staff about the situation first.

(2) In order to protect the guests’ belongings, they can be placed in a safekeeping place and checked for storage.

(3) Find the owner based on some clues on the luggage.

(4) Notify relevant service departments of the luggage recovery so that the searchers can be notified promptly.

(5) When the owner comes to claim the property, he must check it carefully and write down a receipt.

24. When the luggage is sent to the room, what should I do if the guest says there is still something missing?

(1) Ask about the situation of the missing luggage.

(2) Immediately find out whether the item was sent to the wrong room.

(3) Once found, bring it to the room immediately.

25. One day, a group guest who just checked in called and said that the luggage in his room was wrong. How should you deal with it?

(1) Understand the size of the guest’s luggage , shape, color and other characteristics.

(2) Recall whether you have sent similar luggage to other rooms.

(3) Adjust your luggage as soon as possible.

(4) If you cannot find it, inform your escort, find the reason, and solve it as soon as possible.

26. At noon one day, a guest who has booked a room in your hotel asked the hotel representative who went to pick him up to take his two pieces of luggage back to the hotel first, and then pick them up after he returns to the hotel in the evening to book a room. What should you do when returning your luggage?

(1) Understand the status of your luggage. Guests should carry valuables or money themselves, while fragile items should be handled with care.

(2) Check the damage of the luggage.

(3) Fill in the luggage storage card, hang the luggage storage coupon on the luggage, pick up the luggage storage coupon and give it to the guest.

(4) Transport the luggage back to the hotel for storage and prepare for shift handover.

27. A guest in your hotel handed you a bag of items when checking out and asked you to pass it to his friend Mr. Huang, and said that Mr. Huang would come to pick up the bag tomorrow. You How should it be handled?

(1) Understand the type of items, valuable items) and prohibited items may be refused to be transferred.

(2) Ask the guest to write a power of attorney, indicate the name, quantity, name of the person picking up the items, contact address, etc. and sign it.

(3) Check whether the power of attorney and the items are consistent.

(4) When Mr. Huang comes to pick up the items, he should show his valid ID, write down the receipt, and make a copy of the ID if necessary.

28. What should I do when a guest requests to mail or check luggage items?

(1) Understand the details of mailing or checking items.

(2) Contact the relevant business departments to learn about specific procedures, charges, arrival time and special requirements.

(3) Ask the guest to write a letter of authorization for mailing or consignment, including the name and quantity of the items entrusted to be mailed or consigned, the name of the person receiving the package, the detailed address or the name of the company, and the name and contact address of the guest. . Open and inspect mailed or consigned items. It is strictly prohibited to send prohibited items.

(4) Respond to the customer in a timely manner after completing the process and hand over the accounts and bills.

(5) If it fails, apologize to the guest, explain the situation, and make positive suggestions.

29. How to deal with letters from guests who have left the hotel?

(1) Check whether the guests have explained how to handle letters after leaving the hotel. If there is any, we will do it according to the customer's instructions.

(2) If there is no explanation, return procedures for express mail and urgent mail should be completed as soon as possible.

(3) For ordinary mail, it can be temporarily stored for a period of time, and it must be checked every day to see if the guest has checked in again.

(4) If there is still no guest checking in during the temporary storage period, the return procedure will be processed.

30. A guest staying in the hotel said that he just accidentally lost his passport. How should you deal with it?

(1) Comfort the guest.

(2) Know the guest’s name, room number and details of the lost passport.

(3) Search in the store.

(4) Help the guest report the loss to the local police station, apply for a loss certificate to the Exit-Entry Administration Department of the Public Security Bureau, and then apply for a new passport to the embassy or consulate of the country in China.

(5) Record the guest’s detailed information so that we can contact you if necessary.

31. What should you do if a guest comes to report that his room key is lost?

(1) The seriousness of the lost key is a threat to the guest's person and property.

(2) Immediately destroy the room key in the computer card printing machine to prevent accidents.

(3) Search further to see if anyone has found it.

(4) Notify the Finance Department to verify the person signing the order with the key tag.

(5) If the guest still feels unsafe, help him transfer the room.

32. A guest reports that the key to his hotel safe is missing. What should you do?

(1) Search in the store first.

(2) If no one finds it, record the guest's detailed information and ask them to show their room key, valid ID and "safe deposit box registration card" for verification.

(3) After verification, please pay the lock replacement fee according to regulations.

(4) Ask the locksmith to break the lock and open the box in front of the guest.

(5) After unpacking, please check the items. If you continue to deposit, you can change the items to another safe for storage.

33. What should you do if a guest accidentally falls down in the lobby corridor?

(1) You should immediately step forward to help the guest, ask him if he is injured, and express your concern.

(2) Depending on the guest’s injury, decide whether to send the guest to the infirmary or ask a doctor to handle it on site.

(3) Maintain the scene and order.

(4) Find out the cause. If it is a problem with the hotel's facilities, apologize to the guest and be responsible for paying the medical expenses.

(5) Repair problematic facilities to prevent similar accidents from happening again.

34. A foreign reporter asked you to express your opinion on a certain domestic political issue and said it would be published in a magazine. How should you deal with this?

(1) Decline politely to the guest's request.

(2) Please contact the public relations department for interview matters.

35. A guest complained to you that when he returned to his room after breakfast, he found a stranger in his room. Although no items were lost, he felt that it was unsafe to stay in your hotel. How should you deal with it? ?

(1) Apologize to the guest.

(2) Understand the details and the stranger’s situation.

(3) Request the front desk, guest room, security and other departments to investigate according to the situation.

(4) Feed back the results and handling opinions to the guest in a timely manner, and apologize again.

(5) Keep good records and report to leaders to prevent such problems from happening again.

(6) If the guest still feels unsafe, he or she can change rooms.

36. A guest came to report that he lost his camera when he was playing in the store yesterday, but he couldn’t remember where he lost it. He will return to Hong Kong today. Please help him find it. How to deal with it?

(1) Ask the guest’s name, room number, camera brand and characteristics, and the places he visited yesterday.

(2) Contact various departments to see if anything has been found.

(3) If the guest has not been found when leaving the hotel, the security department will issue a report of loss after review.

(4) Leave the guest’s contact address so that you can contact us if you have any questions.

37. One day, the hotel airport representative went to the airport exit to pick up the guest based on the flight reported by the guest when making a reservation, holding a welcome sign with the guest's name on it. But you can't wait for the guest, how should you deal with this?

(1) Find out whether the guest is blocked in the airport for some reason.

(2) Contact the hotel to see if the guest has returned to the hotel.

(3) Please contact the reservation department according to the communication number left by the guest when making a reservation to see if the guest has changed his itinerary.

(4) If possible, you can directly ask the relevant civil aviation department to check whether the guest arrived on this flight.

Expansion:

Hotel service etiquette

The overall appearance of employees is natural, generous and decent, in line with work needs and safety rules, full of energy, full of energy, neat and tidy.

(1) Hair

Wash your hair frequently and get a haircut; comb it neatly, with no dandruff, no debris, no hair dyeing, no perms, and no weird hairstyles.

(2) Hair style

Don’t cover your eyes in front, don’t button your ears on the side, and don’t tie your collar in the back. The hair in the front does not exceed the eyebrows, the back does not exceed the shoulders, and there is no shawl hair.

(3) Hair accessories

The color of hair accessories should be black or similar to the natural color of hair.

(4) Face

The face, neck and ears should be absolutely clean, no beard should be left, no nose hair is allowed to come out of the nostrils, and the mouth should have no odor. Your face, neck and ears should be absolutely clean, put on light makeup (elegant and natural) before going to work, do not wear heavy makeup, and your mouth should have no odor.

(5) Body

Do not eat odorous food or drink alcoholic beverages before going to work, bathe frequently, and have no body odor.

(6) Decorations

No jewelry (necklaces, earrings, bracelets, and exaggerated headwear) is allowed. Only watches, brand names, and wedding rings are allowed.

(7) Clothing

Wear uniform work clothes for the job, and wear corresponding ties, bow ties, collar flowers or ribbons. The work clothes must be clean, smooth, free of dirt, loose threads and buttons. They should be buttoned up completely and should not be disheveled. The work number plate should be worn on the left chest and should not be skewed; do not roll up the sleeves and trousers; do not put anything in the pockets, especially the collar and cuffs of the coat pockets should be clean.

(8) Underwear

Underwear should not be exposed and should be kept dignified.

(9) Hands

Nails should be repaired, do not leave long nails, keep them clean, and wash hands frequently.

Female employees cannot wear colored nail polish, do not keep their nails long, keep them clean, and wash their hands frequently.

(10) Shoes and Socks

Wear black leather shoes with a shiny surface, no dust or damage, black socks, black leather shoes or cloth shoes with a clean surface, and flesh-colored pantyhose. No edges, no damage, no slipping.

PS: When you need to tidy up your appearance in a public place, you should go to the bathroom or workroom where guests cannot see it. Do not do it in front of guests or in the public place.

Hotel service slogan

1. Green, sunny and pastoral color, healthy accommodation with homely fragrance.

2. Full of greenery and extraordinary taste!

3. Quality represents greenery and sunshine, and service makes a boutique hotel.

IV. Green Sunshine Hotel Chain Green Sunshine brings you high-quality enjoyment!

5. Greenery and sunshine, freedom and comfort!

6. A new model for chain hotels, setting a benchmark with greenery and sunshine.

7. More comfortable, energy-saving and environmentally friendly.

8. Greenery, sunshine, warm heart, and home everywhere in life!

9. The world is green and the sunshine is in my home.

10. Greenery and sunshine make long journeys warmer.

11. Dreaming of beautiful Xiaoxiang, my heart is green and sunny.

12. Green Sunshine Hotel, accompanied by green all the way.

Thirteen. Green home, sunny journey!

14. Miss the sunrise and sunset, just to accompany you on your journey. Greenery and sunshine, your travel companion.

15. Green Courtyard, Sunshine Courtyard!

16. The sun is comfortable and the heart is drunk, and the greenery is lingering.

Seventeen. The price of a fast hotel, the dignity of a star-rated club.

18. The greenery is joyful and the sunshine is smiling!

19. Get close to the greenery and enjoy the sunshine.

Twenty, in spring, in the sunshine, live here.

21. Life has greenery and life has sunshine.

Twenty-two, dazzling every step of life, beautiful moments of greenery and sunshine!

Twenty-three, you will know if you have stayed here once!

Twenty-four, the enjoyment of greenery, the sunshine of mood.

Twenty-five, there is no need to worry about business accommodation, there is no need to worry about the greenery and sunshine.

Twenty-six, better than home, better than seven days; green elegance, your choice; warm sunshine, my gift.

Twenty-seven, comfortable and fashionable, green and sunny.

Twenty-eight, hidden space, great enjoyment.

Twenty-nine, green sunshine, green fashion!

Thirty. Let every ray of sunshine in the morning wake up every cell in your body.

Thirty-one, Green Sunshine Hotel, sincere service is unlimited.

Thirty-two, one heart and one post, enjoy the greenery.

Thirty-three, star quality, heart enjoyment, new journey.

Thirty-four, greenery welcomes the world, and sunshine warms thousands of homes.

Thirty-five, the hardware is satisfactory, the service is comfortable, and the price is considerate.

Thirty-six, enjoy the heart experience at home, Green Sunshine Hotel Chain.

Thirty-seven, full of greenery and sunny service!

Thirty-eight, serve with heart, love the home, and enjoy the stars.

Thirty-nine, the journey will not be punished, the greenery and sunshine will stop.

Forty, green sunshine, warm dreams!

41. Greenery and sunshine, guests come first, and it is my job to help you out.

Forty-two, green sunshine, a poetic journey!

Forty-three, star service wins the world, affordable price benefits thousands of families.

Forty-four, a business card of comfort and health, a model of safe travel.

Forty-five, teach me how to miss her!

Forty-six, the same greenery, the same sunshine.

Forty-seven. Wherever you go, there is a ray of sunshine accompanying you.

Forty-eight, low-carbon greenery, sunny journey.

Forty-nine, the greenery and sunshine bring peace to your home.

Fifty, green and sunny, stylish residence!

51. I won’t go home this weekend.

Fifty-two, let you fall asleep in comfort and wake up in wandering.

Fifty-three, the green sunshine will give you a feeling that exceeds your expectations.

Fifty-four, green and sunny, the leader of boutique hotel chains.

Fifty-five, one carat quality life, greenery gives you

Fifty-six, green sunshine, enjoy health.

Fifty-seven. Dreaming of greenery and sunshine, and being fascinated by the scenery of the hotel.

Fifty-eight, live in a green home!

Fifty-nine, aerobic sojourn will make you so beautiful.

Sixty, comfortable and thoughtful, I am green.

Sixty-one, live comfortably and look at the quality!

Sixty-two, travel in Hunan and live in greenery and sunshine.

Sixty-three, live in the greenery and feel full of sunshine!

Sixty-four, cities cannot lack greenery.

Sixty-five, don’t worry about being expensive, enjoy the noble benefits.

Sixty-six, a green, sunny, warm hometown. ;