Nowadays, guests are becoming more and more difficult to serve. Many hotel managers say this when exchanging business experience in private, and the demands of guests when complaining are becoming more and more outrageous. Once it is not handled properly, it will be discounted and wiped out, and it will be complained to the news media or relevant departments, resulting in both fame and fortune. Mastering the "four-step method of handling complaints" and using it flexibly to calm complaints are very popular among waiters. Listen to the complaints of the guests one step at a time, and the waiter should not be in a hurry to explain, let alone explain to the guests by imagination, but listen to the guests with humility to vent their dissatisfaction and understand where the core of the problem lies. Some guests just want the waiter to listen to the gossip, not to have a hard time with the hotel. If the waiter can listen carefully and give a small gift in time, such as a fruit bowl, the complaint may stop here. If the guest refuses the waiter's explanation, ask the waiter to "call manager your." The waiter should go to the second step at once. The waiter should immediately find the foreman or supervisor, report the problems complained by the guests, and ask the superior to solve them. The guest comes to the manager mainly to save face. Secondly, he may get to know some leaders of the hotel and take the opportunity to make a discount. If the manager arrives at the scene immediately, the guest will feel "very valued" and the complaint may stop here. If the guest is still not satisfied, he should immediately ask the director of catering or the vice president of management to come forward and go to the third step. Three-step questioning is the conversation skill of the director of catering or the vice president of management. At this level, the hotel has been in no way back, so it is necessary to stabilize the mood of the guests and then find a solution acceptable to the guests. The passive situation is that the guests ask me and answer, such as: Is the quality of your dishes like this? Is the service in your so bad? Why is your serving so slowly? It is inappropriate to answer such a question. If you don't agree with the other side, it is bound to argue with the guests, which may add fuel to the fire and both sides will be unable to get off the stage; If you agree with the other party's statement, it will make the guests think that the hotel is unprincipled in handling complaints, pushing your luck and asking exorbitant prices. Therefore, the store should learn to ask instead of answer, that is, to use clever questions instead of answers, so that the store can take the initiative For example, the guest asked: how to deal with today's affairs? The store can answer this question: What do you think should be done? Throw the baggage to the other party and ask the other party to make a condition first. Generally speaking, the party who shows his cards first is always in a passive position in negotiations. If it is difficult for both parties to reach an agreement, the store should consciously move to the fourth step. The four-step store-changing party should handle the guest's complaints with the starting point of not hurting the guest's feelings, so that the guest can continue to come when spending again, so the emotional exchange in the negotiation is very important. However, it is difficult to reach an agreement on the debate on the focus in a short time. A clever food and beverage director will shift the topic little by little, and shift the topic to the content that the guests are interested in, so that the other party will appear wise, decisive and reasonable in front of everyone, thus creating a friendly conversation atmosphere and making the guests think that the guests who want to help solve the hotel problems are all their own. Who can not make mistakes? Example: In the Mid-Autumn Festival in 2114, a restaurant with a booming business was complained by guests because of the reservation problem. At 2 o'clock in the afternoon, the guest booked a ktv room by phone and agreed to have dinner at 5 o'clock in the evening. After the guest booked, another group of guests also wanted this private room, and it was two tables. The waiter made his own decision and booked this private room for later guests without communicating with the original guests. As a result, it can be imagined that although the original guests were changed to a private room without karaoke, the dissatisfaction of the guests during the meal never stopped. When checking out, the problem came, and the guests insisted on a discount, otherwise they would not check out and complain to the consumer association. There is no doubt that the hotel is wrong in this matter. Since we have an appointment, we should not change the rooms for the guests without authorization. Although the restaurant has earned more income, the premise has ruined the guests' mood and the influence is bad. Fortunately, the restaurant manager realized this and handled it personally, using the "four-step method for handling complaints" to solve this problem in time. The process of solving the problem is this: the guest finds the manager after negotiating with the waiter and foreman. Guest: How could you do that? It's terrible! If you can't book a ktv room, we don't insist. There are restaurants everywhere. Do we have to eat here? You are the manager, what do you think? Manager: I'm so sorry. This is our fault. Just now, I criticized the waiter who booked a private room this afternoon. I'm really sorry. What do you think should be done about it? Guest: What should I do? What else can you do when all these people's moods are stirred up by you? Do you know that this meal may be our last meal together! Manager: Why? Guest: our enterprise will be disintegrated in the next few days, and I don't know how many years we will meet again, and I asked you to stir up the last meal! Frustrated! Manager: Excuse me, what unit are you from? Guest: XXX Petroleum Equipment Company. Manager: The oil industry is making a lot of money now. How can it disintegrate? Guest: It's a long story, who knows. It should be very profitable. The leader said that he lost a lot of money last year and couldn't stand it. Let's break up. Manager: What are you going to do in the future? Guest: I haven't thought about it yet. We'll see. Manager: As a hotel operator, we know many people. Today, we are friends. If you need my help in the future, just come to me. Maybe I can help. Guest: Please come and trouble you if you have anything. Manager: Listen to the accent. Are you not from here? Guest: no, it's from so-and-so place. What about you? It's not local either. Manager: My hometown is not far from your home. Guest: Really? After that, you have to walk around well, and you can always communicate if you have anything. Hey, waiter, check out!