Guest Zhang Sheng checks the layout of the meeting room. There are 46 seats in the conference room, but the number of participants is 60. Mr. Zhang found that there were many chairs in the conference room, but there was no coffee table, but the waiter explained: First, the conference room was too small, and the coffee table might not fit; Second, there are not so many coffee tables. Afterwards, Mr. Zhang found the housekeeping manager to solve the coffee table problem. Mr. Zhang arranged the entertainment activities of the delegates and asked the floor attendant: How can I get to the reservoir scenic spot? Xiao Zhao smiled apologetically and said, "Sorry, sir, I don't know." Mr. Zhang shook his head in disappointment.

Comments: The waiter will answer any questions of the guests and never say "I don't know, I don't understand, I won't, I won't, I didn't". If you really don't know, try to know before telling the guests. When the waiter offered to add a coffee table to Mr. Zhang, he should immediately answer, "Please rest assured that we will find a way to solve it for you." If you can't find the spare coffee table, you should immediately report to the foreman or department manager and temporarily misappropriate some from other conference rooms. Once the guests put forward their own opinions and then solve the problem, the active service becomes passive and the guests will not be satisfied. In addition, Xiao Zhao should let Mr. Zhang wait in his room when he doesn't know how to get to the reservoir scenic spot. He asked the front desk and told him immediately. He said, "I'm sorry to have kept you waiting, sir." In this way, Mr. Zhang will not blame the waiter for "not knowing". On the contrary, he will be moved by his warm service.

2. The guest is always right

The guest who just checked into Room 305 called the floor service desk: "Why are all the towels in my room old? I wanted a brand new one, so I changed them all. " Tang Xiao paused, but calmly said to the guest, "I'm sorry, I'll go and change it for you now." The guests were not satisfied until they got new towels. 15 minutes later, the guest called the floor service desk again, please bring some tea. Xiaotang quickly sent several packages of the same tea to the guests. Unexpectedly, he complained very discontentedly: "Why are you so stingy? You just took two packs, I don't want this green tea, I want to drink stronger black tea! " At this time, Tang Xiao was wronged, but he didn't show it at all. He apologized to the guest and said, "I'm sorry, I'll get it for you again." Then I changed the black tea for the guests. At this moment, the guests were very moved. He found himself too angry with the waiter twice just now, and could not help thanking Xiaotang: "Thank you!" He has a guilty expression on his face. Did Tang Xiao do the right thing? Why?

Comment:?

Xiaotang did the right thing. Xiaotang took the initiative to admit "mistakes" to the guests, which shows that he has a correct understanding of the hotel service motto "The guests are always right" and has excellent waiter quality and accomplishment, which is commendable. It is embodied in two aspects: from changing towels to changing tea, it can be seen that this Taiwan Province guest is a picky guest. However, Xiaotang "waited" on this picky guest thoughtfully, showing enough quality. This is a very high quality and accomplishment of a waiter, which is commendable. Whether it's the difference between new towels or black tea and green tea, the guests accuse Xiaotang again and again for no reason, but Xiaotang can consciously bear the injustice and exchange his grievance for the satisfaction of the guests, which is exactly what the waiter should do.

2. The guest is always right

The guest who just checked into Room 305 called the floor service desk: "Why are all the towels in my room old? I wanted a brand new one, so I changed them all. " Tang Xiao paused, but said quietly to the guest, "I'm sorry, I'll go and change it for you now." The guests were not satisfied until they got new towels.

/kloc-After 0/5 minutes, the guest calls the floor service desk again. Please send some tea. Xiaotang will come soon.

A bag of the same tea came in and gave it to the guest. I didn't expect him to complain very discontentedly: "why are you so stingy?" You just took two bags. I don't want this green tea. I want to drink stronger black tea! " At this time, Tang Xiao was wronged, but he didn't show it at all. He apologized to the guest and said, "I'm sorry, I'll get it for you again." Then I changed the black tea for the guests. At this moment, the guests were very moved. He found himself too angry with the waiter twice just now, and could not help thanking Xiaotang: "Thank you!" He has a guilty expression on his face.

Did Tang Xiao do the right thing? Why?

Comment:?

Xiaotang did the right thing.

Xiaotang took the initiative to admit "mistakes" to the guests, which shows that he has a correct understanding of the hotel service motto "The guests are always right" and has excellent waiter quality and accomplishment, which is commendable. It is reflected in two aspects:

From changing towels to changing tea, it can be seen that this guest from Taiwan Province Province is a picky guest. However, Xiaotang "waited" on this picky guest thoughtfully, showing enough quality. This is a very high quality and accomplishment of a waiter, which is commendable.

Whether it is the difference between a new towel and an old towel, or the difference between black tea and green tea, the guests criticize Xiaotang again and again for no reason, but Xiaotang can consciously bear the injustice and exchange his grievances for the satisfaction of the guests. This is the noble realm that waiters should strive to achieve.

3. One sentence is missing

In the rose room of the restaurant, Mr. Zhang is entertaining friends. Laughter, toasting and drinking constantly, colorful dishes were put on the table. The guests are obviously satisfied with today's dishes. But somehow, after a snack, no side dishes were served. After the noise, there was silence, the guests began to look at each other, and the hot banquet slowly cooled down.

After a quarter of an hour, the waiter still didn't serve. Mr. Zhang finally couldn't hold back and called the waiter. He was received by the head waiter of the restaurant. After listening to the guest's inquiry, he was surprised: "Your food has been served!" " Everyone was disappointed to hear that. In the darkness, the guests walked away unhappily.

Why is this happening? How to remedy it?

Comments:

The key point of this case is that the waiter didn't say a word at the last course, which led to the failure of the whole banquet.

When serving, the waiter usually announces the name of the dish. If it is the last course, he should explain to the guest, "Your dishes are all here. Do you need anything else? " Doing so can not only avoid the embarrassing situation of guests waiting for food, but also be a kind of promotion behavior, and strive for more business opportunities for the hotel.

There are many trivial things in hotel service, but it is the details that show the truth. In the whole service, the waiter needs to be careful and thoughtful, and there is no room for mistakes in any link. The total impression of guests when they leave the hotel is made up of their small impressions during their stay in the hotel. No omissions are allowed anywhere in the hotel. If anything goes wrong, it will be difficult for others to make up for it. Only in this way, everyone in the hotel must firmly control their own quality. In this case, many hotel employees' services were invalid because the waiter missed a sentence he shouldn't have said, which once again proved the calculation formula of hotel industry 100- 1=0.

4. The Art of Claim

When Mr. Zhang in Room 402 checked out, he found a towel missing after checking out the room. According to the hotel regulations, he should compensate 50 yuan. At this point, how do you protect the interests of the hotel without offending the guests? What would you do?

Comments:

Always give the right to the guests! When you receive a call from the floor saying that there are not many things in the room, you should politely invite the guest to an inconspicuous place and gently say, "Hello, Mr. Zhang, the waiter found a towel missing from your room when tidying up the room." If the guest insists that he didn't take it, but the floor is definitely gone, in order to take care of the guest's face, he begins to give the guest a step down: "Please remember, did your relatives and friends come and take it by the way?" If the guest still says no, in order to take care of the guest's face, you can give the guest a hint: "Can you go to the floor?" Or put it on the bed, covered with a blanket, or put it behind the luggage compartment, and the waiter ignored it? "This can avoid the embarrassment of unpacking in public, take care of the guest's face, let the guest walk out of the hotel with dignity and avoid the loss of the hotel.

5. What would you do if a guest asked to help him clean the room first, but it didn't conform to the daily floor cleaning process?

Comments:

Be anxious about what the guests are anxious about and think about what the guests are not thinking about. The fundamental purpose of all specifications and procedures is to ensure the quality of service. Therefore, the only basis for formulating various norms and procedures is to stand in the guest's perspective, consider for the guests, and blindly emphasize the procedures. Of course, on the whole, it can guarantee the satisfaction of most guests. After all, there are still some guests whose special needs are not within the norms, and may even be contrary to the hotel service procedures. As long as those special needs are reasonable, hotels should try their best to meet them.

6. uninvited guests

In the afternoon 10, Xiao Wu, the attendant of the hydropower shift, got a call from the reception desk and needed to go to Room 406 to repair the faucet. Because it was night, he didn't wear work clothes according to the hotel regulations, only wore plain clothes and went upstairs with a toolbox. No one answered the doorbell three times, and Xiao Wu took out the master card to open the door. "Ah ..." A middle-aged female guest who just got out of bed was about to open the door screamed, "Somebody, someone has broken into the room!"

Did Xiao Wu do it right? If you were Xiao Wu, what would you do?

Comments:

Xiao Wu's approach is wrong.

First,? As hotel employees, as long as they are working hours, they should wear work clothes and hang work number plates as required. In the hotel service industry, each department has work clothes representing the department, so that guests can easily identify the nature of the waiter's work. In this case, Xiao Wu wears his own plain clothes to serve the guests, and it is difficult for the guests to tell whether you are an employee of this hotel, which leads to misunderstanding.

Second,? Xiao Wu rang the doorbell three times, but there was still no sound in the room. At this time, he will contact the front desk, let the front desk contact the guests, determine whether the guests are in the room, and then decide to open the door with the master card for engineering maintenance.

7.407 Ms. Fang Lin found that a female black satchel she had put in her room was missing. The bag contains cash, credit cards, ID cards, jewelry and other items, with a value of 6.5438+0.3 million yuan. Ms. Lin thinks that they think hotels should have the obligation to protect their property. Since he lost his property, the hotel should compensate him in full. How to deal with this situation?

Comments:

When the waiter receives such a complaint from the guest, he should keep calm and don't argue with the guest about which party is responsible. Calm the guest's mood first, and then immediately notify the superior leader (according to the hotel emergency reporting process). After obtaining the guest's consent, help the guest find it in the room, and the guest must be present.

Actively assist the investigation of the security department.

8. What should I do if I serve the wrong dish?

Mr. Li at Table 8 ordered a beef curry rice, but when the waiter brought it, it turned into mutton curry rice. Obviously, there was a mistake, and Mr. Li was greatly annoyed. What should I do as a grandstand attendant at this time?

Comments:

When the waiter receives this kind of complaint from the guest, he should remain stable, apologize to the guest first and try to calm the guest's mood. Then check if the menu is really wrong. If it is really the wrong dish, and the guest hasn't touched it, the waiter should ask the guest's opinion, then take it down and return it to the food department, re-deliver the food ordered by the guest, apologize to the guest again, and wish the guest a happy meal.

If the guests are still angry and indifferent to the waiter's apology, they should avoid it and report to their superiors immediately to see if they can avoid ordering or other compensation methods.

9. Open a heavy room

Comments:

Opening a duplicate room is a mistake that a registrar should not make. When the guest angrily walks to the front desk, the waiter should patiently listen to the guest's complaints and sincerely apologize to the guest, and change rooms with the guest. If you are within your authority, you can give a discount to your guests or send fruit to calm their anger. If the guest is still angry, first of all, calm the guest's mood, and then ask the superior leader if he can upgrade the room for the guest free of charge.

10. Discount

10 1 in the morning, a Tianjin guest came to the front desk to ask about the housing. Zheng Xiao, the receptionist, saw him as a frequent visitor and gave him a 10% discount. The guest was still dissatisfied, and he asked the hotel to give him more discounts. At this time, it is the tourist season, and the occupancy rate of hotel rooms is very high. What should we do at this time?

Comments:

All-staff promotion is an important means for hotels to successfully sell products. While considering the guests, we should also create profits for the hotel. When the guest asks for another discount, he can gently explain to the guest that it is the Golden Week, the hotel has a high occupancy rate, and the full-price room is implemented, and because he is a frequent visitor, he can enjoy a 10% discount. Of course, if the guests are still not satisfied when they arrive here, the receptionist's discount authority has reached the top, and the receptionist should still ask the manager for instructions. Every guest who comes to the door should try his best to keep it, especially the regular customers. We should not refuse their excessive demands just because it is the tourist season. Frequent visitors bring great wealth to the hotel, so you must not rashly push them to your competitors.

1 1. Three greetings

Guests have the habit of getting up early for a walk. On that day, he got up for a walk. When he went out, the waiter asked, "Hello, sir"; When I came back from a walk and entered the door, the waiter asked again, "Hello, sir"; When getting on the elevator, a waiter asked for the third time, "Hello, sir". Faced with such courtesy, the guest complained to the general manager of the hotel. Why is this so

Comments:

As an employee in the service industry, I learned more than ten words such as "Hello, Welcome", "Please …" and "Sorry", "Thank you" and "Goodbye" during the training. However, there are some problems in our educational model and training concept. Most of them are mechanical training and indoctrination training, and all of them are "robots", with little emphasis on emotional communication with customers. In the face of increasingly fierce market competition, services should not only meet the standards, but also be emotional and heartfelt, rather than practical.

12. Reconciliation

One day, the long-term guests of the hotel paid at the front desk and ate in the store for a period of time.

When he saw the total amount on the printed bill, he immediately said angrily, "You are really charging. I can't have such high consumption! " "How to deal with this situation?

Comments:

Answer the guest with a smile and say, "Excuse me, can I check the original documents again?"

The cashier began to check the bill and said to the guest, "I'm really sorry." Can you check it for me? "

Avoid using simple and blunt language (such as "Your signature must be on the bill, and the bill can't be wrong …"), so that the guests won't be angry because they can't get off the stage. During the period, several big accounts (such as entertaining guests and drinking famous wine) were orally enlightened to arouse guests' memories.

When all the accounts are checked, you should politely say, "Thank you for helping me check the bill, which has delayed your time and caused you trouble!" " "At this time, the guests are completely clear about all their consumption, and naturally they will not be angry.

When you speak, you should respect the guests. Even if the guest is angry, don't forget that respecting the guest means respecting yourself.

13. What should I do if a stranger comes to the hotel to inquire about the hotel guests?

Comments:

"Confidentiality for in-house guests" is the principle of the hotel, and the key is to handle it properly. Although you are only a visitor, you should be polite to the guests, asking their names, units, relations with the guests and the purpose of your visit. Call backstage and ask the guests if they want to meet. If the guest doesn't want to meet, politely persuade him to leave; Patiently explain to the visitors: "For the safety of the in-house guests, our store has a rule that it is not convenient to tell others the room number without the consent of the in-house guests. The two gentlemen have come a long way. It happened that the guest was not in the room. I suggest you leave a message or contact us at any time. We are always at your service. " Because of the pertinent explanation and friendly attitude, tourists can't raise objections, but they are deeply impressed by the strict management of our hotel. In this sense, safeguarding the vital interests of hotel guests, putting safety first and reassuring guests are an intangible special service of the hotel.

If tourists behave abnormally, they should report to the security department immediately.

Room service 14.30 minutes

Around 20 o'clock, the delivery phone kept ringing. It turned out that 4 19 tenants requested to have meals in their rooms. "What do you need, sir?" "A plate of Shaoxing bad chicken, a braised bass, spicy tofu, tomato and egg soup and two bowls of rice." "Yes, sir." Say that finish, he put the phone down and immediately notified the food and beverage department. About 30 minutes later, the guest of 4 19 called again. Before the waiter could speak, he scolded, "Do you want to starve people to death? It is also said to be five-star and has not been delivered yet. " The waiter was about to apologize when the other party hung up and the waiter hurried the kitchen. Five minutes later, the dinner was finally delivered to room 4 19.

Comments:

Hotel room service is the routine service of high-star hotels. There is a strict time limit, but it also needs to be related to the cooking time of the dishes ordered by the guests. In this case, the food ordered by the guest is obviously inconsistent with the time he urged. Because the braised bass takes a long time to cook, as a person who orders food, he should first know some relevant knowledge about the food ordered by the guests, so as to give them a clear answer. When guests order, we should inform them of a definite time. If the cooking of a dish is troublesome, explain it to the guests in advance so as not to cause complaints. However, any promise made by the hotel to its guests must be fulfilled and done well, which has nothing to do with.

15. Is there no quilt?

On June 2007, 65438+1October 1 1, the business of the hotel was very good, and all the rooms were full. At this time, the reception desk at the front desk received a phone call from the guest, asking the hotel to add four more quilts. At this time, there may be no extra quilts on the floor. What would you do?

Comments:

Hotel is a service industry, and waiters should try their best to meet the reasonable requirements put forward by guests. You should know the situation before answering the guests. If not, it should also be possible to transfer from the B building and the logistics higher vocational dormitory to the quilt. Star hotels are not allowed to have uncertain terms such as "no" and "maybe". This requires service personnel to master good language expression art. When meeting the requirements put forward by the guests, we should first consider them from the perspective of the guests. How to finish the work entrusted by the guests in time, on time and on time is the first consideration for employees in every service industry.

Correct handling method:

The receptionist can reply to the guest like this: "OK, sir, we will help you solve it as soon as possible."

When the receptionist exceeds his authority, he should report the guest's requirements to the boss or assistant manager on duty in the lobby in time for help.

16. The guest found his ID card lost after leaving the store.

A few days after the guest left the hotel, he found that his ID card was missing and insisted that the front desk staff did not return it to him. And the front desk didn't find his ID card. How to deal with it?

Comments:

First, ask the staff who checked in for the guests at the reception desk whether they remembered to return their ID cards. Secondly, it depends on whether there are surveillance videos at the front desk, which can prove whether to return them to the guests. If it is confirmed that it has been returned to the guest, you should ask the room attendant on the floor if there are any items left by the guest that day, and then check the room again.

17. What should I do when the questions asked by the guests are unclear and difficult to answer?

Comments:

In addition to good service attitude, skilled service skills and rich business knowledge, waiters also need to be familiar with the general situation of enterprises and social conditions. This can try to avoid the phenomenon that we are difficult to answer when guests ask questions; If you are not sure about the answer, please wait a moment, consult or ask before you answer. If you still can't answer after trying, give the guest an answer, explain patiently and apologize; You can't use the words "I don't know", "I don't understand", "I think" and "maybe" to answer the questions raised by the guests.

How to deal with food poisoning?

(1) Call for help: immediately call for help from the infirmary, and send the poisoned person to the infirmary, and then to the hospital after further diagnosis.

(2) Properly handle toxic food: it is forbidden to eat suspected toxic food again, preserve toxic food, collect vomit, excrement and hematuria and send them to the hospital.

(3) Prevent dehydration: In case of food poisoning, give the poisoned person plenty of salty boiled water, tea or sugar water.

(4) Report to the superior: In addition to doing the job well, report to the person in charge of the hotel and the safety committee in time.

19. What should I do if the guest calls the general manager or department manager?

The waiter should ask the name, place and unit of the caller or visitor, and inform the general manager's office or department office of the caller's situation to solicit their opinions. If you agree to answer or meet in person, you can transfer or introduce to the office to meet; Otherwise, politely tell the caller (visitor) that he can't be reached; If you can't get in touch at the moment, you can ask the caller (visitor) to leave his name and phone number, and then contact the general manager or department manager to tell him the specific situation.

20. What should I do in case of fire or accident?

First of all, keep calm, quickly find out the situation, report to the power plant fire telephone "1 10" (external line "88 1 19"), and notify the department head;

Take active measures, call nearby colleagues for assistance, and bring fire-fighting equipment nearby to put out the fire;

Organize and guide guests to evacuate the fire scene from the safety stairs (downward evacuation), and do not guide guests and passengers to use the elevator.

When the fire is large or out of control, the glass must be pressed to give an emergency alarm to inform the guests to leave the room. Calm guests' emotions, provide services as much as possible, evacuate and guide guests, and do a good job in explaining guests; Keep in touch with the outside world and ask for assistance at any time (public security, fire protection, hospitals, other hotels, etc.). ).

After the evacuation, you should take the housing list to the guest gathering place to count the guests in case there are any omissions.

2 1. What is a VIP guest? How to receive VIP guests in room service?

Comments:

(1) Who has a high status, can bring business to the hotel, has stayed in the hotel many times, and is closely related to the hotel salesman-VIP guest? .

(2) Special attention should be paid to the reception of distinguished guests. When they enter the store, they should be greeted by the guest relations staff, go through the registration formalities and lead the guests into the room, introduce the equipment, specially arrange the room stereo, and add flowers and fruits. Give a proper discount to the room rate. In the process of staying in the hotel, if necessary, please ask the leaders to visit the guests.

22. What should I do if the guest asks to cancel the dish because he has been waiting for it for too long?

Comments:

Check the menu first to see if there is anything missing. If it is lost, immediately notify the kitchen to cancel. If it's not about ordering, go to the kitchen and see if it's cooking. If you are cooking, reply to the guest and wait a moment, and tell the guest the exact serving time; If it is not done well, inform the chef to stop cooking, reply to the guests, and inform the restaurant manager to cancel the dishes; When introducing the dishes to the guests, mention the dishes that take a long time to cook, so as to avoid the guests waiting too long and complaining.

23. What are the four main points of room attendant's service language?

Comments:

① The language is complete, grammatical and concise.

(2) the expression is true, pay attention to the guests, and smile.

(3) Articulate clearly, pronounce appropriately, and cooperate with gestures when necessary.

(4) Keep oral hygiene, and don't be too close or too far away from the guests.

24. What should I do when answering the phone?

Comments:

(1) Answer the phone within three times and say hello to the other party politely; Self-reported department or post; Offer to help each other.

(2) (prepare a pen and paper when the phone rings) Record important words and repeat the main points if necessary.

③ Farewell words

25. The guest asked us to be the agent. What should we do?

Comments:

When handling matters for guests, ask the name, quantity, specification, size, color, shape and time requirements of the matters to be handled, and pay the guests in advance and notify the concierge to handle them; Work for the guests should be accurate, clear and timely, that is, accurate work, clear accounts, clear procedures, timely handover, timely return and timely report for instructions.

26. I'm on the phone and a guest comes to see me. What should I do?

Comments:

Seeing the guests coming, the waiter should nod, greet the guests and ask them to wait a moment. End the call as soon as possible and don't keep the guests waiting. After putting down the receiver, first apologize to the guest and provide service to the guest immediately.

27. What should we do when guests complain to us?

Comments:

When a guest complains, first listen patiently and let the guest finish. Write down the guest's complaints, and don't rush to defend and refute them; No matter whether the guest complains orally or in writing, he should know the situation in detail and make a concrete analysis. If it is a device problem, take immediate measures to repair it; If the guest has not left the store, we should give the guest an answer and let the guest know that we have handled it. If it is our fault, we can ask the manager to apologize to the guests when necessary according to the situation; We should also pay attention to the guests' complaints and report them to the leaders when necessary to improve the service; Record the complaint and handling process to prevent similar complaints from happening.

28. What if the guest is in the room while cleaning the room?

Comments:

Politely ask the guests if they can tidy up the room at this time; In the process of cleaning, the door should be completely opened; In the process of cleaning, the action should be light and fast; If the guest has any questions, look at them politely and answer them. In case of visiting guests, ask if they can continue cleaning; After cleaning, apologize to the guests and ask if you need other services, then exit the room and close the door quietly.

29. What if the guest is drunk?

Comments:

Notify the foreman and the assistant manager of the lobby and the security department; Arrange guests to go back to their rooms to rest. Never help drunken guests into their rooms alone. Ask colleagues for help. Put the trash can beside the bed and prepare toilet paper and mouthwash; Ask the guest for advice and make a cup of hot tea for the guest. Please ask the security department and the assistant manager of the lobby to assist in the uniform if you find that the guest has vandalism due to mental disorder. Pay close attention to the movement in the room to prevent damage to the items in the room or fire caused by smoking. If there are special circumstances, enter the room with the first mate for inspection.

30. What if two guests need your service at the same time?

Comments:

Be warm and thoughtful, but also busy and not chaotic; The waiter should give the waiting guests a warm and happy smile and say hello when passing their table: "I'll be right there" or "Sorry, please wait a moment", which will make the guests feel that they have not been left out and ignored.