One, full of whining guests

Expression: this person is always full of complaints, as if the hotel is to find fault, he complained about this and that, how you do it is difficult to make him satisfied.

Response:

1, first of all, have patience, stand on the other side of the position, put yourself in the guest's shoes, think about it, his "whining" whether there is a certain reason.

2, for its correct views and requirements, the hotel should pay attention to, as soon as possible to meet, do not care how its attitude.

3, for the difficult to solve the problem, to patiently explain or take some alternative solutions to solve it, so that their satisfaction or to reduce the degree of "whining".

Second, picky guests

Performance: this person love your shortcomings with other hotels, and even some of the views of the unrealistic, excessive requirements; some out of vanity, even if the dishes or service is good, he also wants to "pick bones".

Response:

1, do not argue with them, keep smiling, and thank them for their advice.

2, don't do it against, let the guests prevail a little "upper hand", if necessary, appropriate to hold him a little, is one of the ways to make it happy.

3, for the guests of the correct comments or suggestions, sincere thanks, or may wish to adopt try.

Three, rude guests

Expression: this kind of people are short-tempered, often outbursts, but they do not have too many violations, just do a little too much.

Countermeasures:

1, as tolerant as possible, to analyze their "rude" possible reasons, try to do every job, so that their stay in the hotel during a pleasant.

2, if the violation of the hotel rules, or affect other guests, we must patiently advise them to restrain.

3, if the advice is more than, but also to be reasonable, if necessary, ask them to leave, in order not to destroy the harmonious atmosphere of the hotel.

Four, the love of small guests

performance: such people love small, cheap, the hotel some of the items "goat"; some consumer checkout catty, collection of delinquent payments but also ask for discounts; some even seize the characteristics of the hotel's hospitable, to carry out a number of deceptive activities.

Countermeasures:

1, adhere to the principle, the implementation of the system, strengthen management, and safeguard the interests of the hotel.

2, in front of the guests do not have to "break", to give him some face.

3, to help "set up a ladder", let him down steps.

Five, damaged hotel items and refused to compensate for the guests

Performance: this person refused to recognize the damage to the hotel's goods is his responsibility; some also argued that, on the contrary, to the hotel to file a complaint.

Countermeasures:

1. To deal with the problem of patience, never want to argue with the guests and make things stiff.

2. Speaking of strategy and speaking skills, facts, to convince people.

3, to give the guests to the "steps" down, from the desire to retain guests, the claims program should be realistic.

Six, drunken guests

Performance: this person is semi-conscious or not sober; vomiting, dirtying the hotel carpet, etc.; mouth nonsense, put forward some unreasonable requirements; and even unreasonable, damaged the hotel's goods.

Countermeasures:

1, patiently explain, even if a little aggrieved, do not argue with it.

2, strive for understanding, support and cooperation with the sober guests, and actively do a good job on the rescue of drunken guests.

3, to be sober drunken guests, explain the situation, for the damaged hotel items, discretionary compensation requirements.

Seven, unhealthy guests

Performance: this person loves to tease the waitress with uncivilized language, and some even move their feet, misbehavior.

Response:

1, depending on the situation, immediately pointed out its uncivilized behavior, politely or seriously, to stop the development of the situation, so that they know that it is not weak.

2, but the reaction should not be excessive, do not scold, not to mention hands to beat, resulting in the expansion of the situation. 3, timely reflection to the superiors, to take the necessary measures.

Eight, difficult guests

Performance: a very small number of "guests" with a certain purpose, to the hotel to put forward some excessive or unreasonable requests, intentionally to prick, difficult, trouble, and even blackmail means.

Countermeasures:

1, calmly think first, learn to recognize the false "God".

2, as usual, is thoughtful for its services, vigilance, do not let it find fault.

3, make legal preparations, if necessary, timely alarm.