"No" and "I don't know"

Guest Zhang Sheng checks the layout of the conference room. There were 46 seats in the conference room, but the number of participants was 61. Mr. Zhang found that there were more 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 tea table problem. Mr. Zhang arranged the entertainment activities of the delegates and asked the waiter Xiao Zhao on the floor: Could you tell me how to get to the Reservoir Scenic Area? Xiao Zhao smiled apologetically and said, "Sorry, sir, I don't know." Mr. Zhang shook his head disappointedly.

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 can't, I don't have it". If you really don't know, you should find out as much as possible before telling the guests. When the waiter put forward to increase the coffee table in 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 a spare coffee table, you should immediately report it to the foreman or department manager and temporarily misappropriate a few from other conference rooms. Once the guest puts forward his opinion and then solves the problem, the active service becomes passive, and the guest will not be satisfied. In addition, Xiao Zhao should ask Mr. Zhang to wait in his room when he doesn't know how to get to the scenic spot of the upper reservoir, and tell him immediately after asking the front desk, and he said, "I'm sorry to have kept you waiting, sir." That way, Mr. Zhang won't 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 stayed in Room 315 called the floor service desk and said, "Why are all the towels in my room old? I want a brand new one, so I changed them all." Xiao Tang was stunned, but quietly said to the guest, "I'm sorry, I'll go over and help you change it now." The guests were satisfied only after they got new towels. 15 minutes later, the guest called the floor service desk again, please send some tea. Xiaotang soon brought several packages of the same tea to the guest. Unexpectedly, he complained with great dissatisfaction, "Why are you so stingy? You just took two packages, and I don't want this green tea, I want to drink a little stronger black tea!" At this time, Xiao Tang was very wronged, but he didn't show it at all. He apologized to the guests again and said, "I'm sorry, I'll help you get it again." Then I changed the black tea to give it to the guests. At this moment, the guest was very touched. He found that he had been too angry with the waiter twice just now, and he couldn't help thanking Xiaotang: "Thank you!" There was a look of guilt on his face. ? Is Xiao Tang doing the right thing? Why?

comment:?

Xiao Tang is doing the right thing. Xiaotang took the initiative to admit "wrong" to the guests, which showed that he had a correct understanding of the motto of hotel service "The guests are always right" and had excellent quality and accomplishment of waiters, which was commendable. It is embodied in two aspects: from changing towels to changing tea, we can see that this Taiwan Province guest is a picky guest. However, Xiaotang "waited on" this fussy guest thoughtfully and showed sufficient quality, which is a very high quality and accomplishment of the waiter, which is commendable. No matter the difference between new and old towels, or the difference between red and green tea, guests criticize Xiaotang again and again for no reason, but Xiaotang can consciously bear the grievances and exchange his grievances for the satisfaction of the guests. This is exactly what the waiter should do

2. The guests are always right < P > The guests who just checked into Room 315 called the floor service desk: "Why are all the towels in my room old? I want new ones and change them for me." Xiao Tang was stunned, but quietly said to the guest, "I'm sorry, I'll go over and help you change it now." The guests were satisfied only after they got new towels.

15 minutes later, the guest called the service desk on the floor again, please send some tea, and Xiaotang will soon bring several

packages of the same tea to the guest. Unexpectedly, he complained with great dissatisfaction, "How can you be so stingy, just take these two packages, and I don't want this green tea, I want to drink a stronger black tea!" At this time, Xiao Tang was very wronged, but he didn't show it at all. He apologized to the guests again and said, "I'm sorry, I'll help you get it again." Then I changed the black tea to give it to the guests. At this moment, the guest was very touched. He found that he had been too angry with the waiter twice just now, and he couldn't help thanking Xiaotang: "Thank you!" There was a look of guilt on his face.

is Xiao Tang doing the right thing? Why?

Comment:

Xiaotang's approach is correct.

Xiao Tang took the initiative to admit "wrong" to the guests, which shows that he has a correct understanding of the motto of "the guests are always right" and has excellent quality and cultivation of waiters, which is commendable. There are two aspects:

From changing towels to changing tea, we can see that this Taiwan Province guest is a picky guest. However, Xiaotang "waited on" this fussy guest thoughtfully and showed sufficient quality, which is a very high quality and accomplishment of the waiter, which is commendable.

No matter the difference between new and old towels, or the difference between red and green tea, the guests criticize Xiaotang again and again for no reason, but Xiaotang can consciously bear the grievances and exchange his grievances for the satisfaction of the guests, which is a noble realm that the waiter should strive to achieve.

3. Don't say a word

In the Rose Room of the restaurant, Mr. Zhang is entertaining friends. Laughter and toasts are incessant, and colorful dishes are served 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 a silence, and the guests began to look at each other. The party in full swing slowly cooled down

for a quarter of an hour, but 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 when they heard this. In a dull mood, the guest walked away disgruntled

Why did this happen? How to remedy it?

Comment:

The crux of this case lies in the fact that the waiter didn't say a word during the last course, which led to the failure of the whole banquet.

The waiter usually announces the name of the dish when serving. If it is the last dish, he should explain to the guest, "All your dishes have been served. Do you need anything else?" Doing so can not only avoid the embarrassing situation of guests waiting for food, but also be a promotional act, and strive for opportunities to do more business for the hotel.

in the service work of hotels, there are many trivial things, but it is the details that really show up. In the whole service, the waiter needs to be careful and thoughtful, and there is no room for any mistakes in any link. The total impression of guests when they leave the hotel is made up of small impressions during their stay in the hotel. No omission is allowed in any position in the hotel. In case of any mistake, it is 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, due to the waiter's lack of a sentence that should not be said less, the service of many hotel employees is invalid, which once again proves the calculation formula of hotel industry 111-1=1.

4. The Art of Claim

Mr. Zhang in Room p>412 checked out, and found a towel missing after floor rounds. According to hotel regulations, he should compensate 51 yuan. At this point, how can you protect the interests of the hotel without offending the guests? What will you do?

Comment:

Always give the right to the guests! When you receive a call from the floor saying that there are few items in the guest room, you should politely invite the guest to an inconspicuous place and gently say, "Hello, Mr. Zhang, the waiter found that a towel was missing from your room when making the room." If the guest insists that he didn't take it away, but the floor is definitely missing, in order to take care of the guest's face, he begins to give the guest a step: "Please recall, did your relatives and friends come and take it away 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 and have a look?" Or did you put it on the bed, covered by a blanket, or put it behind the luggage locker and the waiter ignored it? " This can avoid the embarrassment of opening the box in public, take care of the guest's face, make the guest walk out of the hotel with dignity, and avoid the loss of the hotel.

5. what would you do if a check-in guest asked to help him clean his room first, but according to the daily cleaning process of the floor, this did not meet the requirements?

Comment:

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

6. Uninvited guest

At 11 o'clock in the evening, Xiao Wu, the attendant of the hydropower class, received a call from the front desk and needed to go to Room 416 to repair the faucet. Because it was night, he didn't wear work clothes according to the hotel regulations, only dressed in plain clothes and went to the floor with a toolbox. When no one answered the doorbell three times, Xiao Wu took out the master control card and opened the door. "Ah …" A middle-aged female guest who just got out of bed and was about to open the door screamed "Come on, someone broke into the room!"

Is Xiao Wu doing the right thing? What should you do if you are Xiao Wu?

Comment:

What Xiao Wu did was wrong.

1. As an employee of the hotel, you should wear work clothes and work number plates as required as long as you are at work. In the hotel service industry, every department has work clothes representing the department, which makes it easier for guests to identify the nature of the waiter's work. In this case, Xiao Wu wears his own plainclothes clothes to serve the guests, which makes it difficult for the guests to tell whether you are an employee of this hotel, which leads to misunderstanding.

second, when Xiao Wu rings the doorbell three times, there is still no sound in the room. At this time, you should contact the front desk, let the front desk contact the guests, and determine whether the guests are in the room, and then decide to use the master control card to open the door for engineering maintenance.

7. 417 Ms. Fang Lin found that a female black satchel she had put in her room was missing. The satchel contains cash, credit cards, ID cards, jewelry and other items, with a value of RMB 1.3 million. Ms. Lin believes that they believe that hotels should have the obligation to protect their property. Now that his property is lost, the hotel should compensate him in full. How to deal with this situation?

Comment:

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. We should first calm the guests' emotions and then immediately notify the superior leaders (according to the hotel's extraordinary event reporting process), and help the guests find it in the room after obtaining the consent of the guests, and the guests must be present.

actively assist the investigation of the security department.

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

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

Comment:

When receiving such complaints from guests, the waiter should remain stable, apologize to the guests first, and try to calm their emotions. Then check whether the menu is really sent by mistake. If it's really the wrong dish, and the guest hasn't moved this dish, the waiter should ask the guest for advice, then take the dish down and return it to the food department, re-deliver the dish ordered by the guest, apologize to the guest again and wish the guest a happy meal.

if the guest is still angry and indifferent to the waiter's apology, he should avoid it and report to his superior immediately to see if he can avoid the order or other compensation ways.

9. Opening a duplicate room

Comments:

Opening a duplicate room is a mistake that the 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 own authority, you can give guests a discount or send fruit to calm their anger. If the guest is still angry, he should first calm the guest's mood and then ask the superior leader if he can give the guest a room upgrade for free.

11. Discount

On the morning of October 1, a Tianjin guest came to the front desk to ask for housing. Xiao Zheng, the receptionist, saw that he was a frequent visitor and gave him a 11% discount. The guest was still not satisfied, and he asked the hotel for more discounts. At this time, it is the tourist season, and the hotel room occupancy rate is very high. What should we do at this time?

Comment:

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, and the hotel has a high occupancy rate and implements full-price rooms, and he can enjoy a 11% discount because he is a frequent visitor. Of course, if the guests are still not satisfied when they arrive here, and the receptionist's discount authority has reached the top, the receptionist should still ask the manager for instructions. Every door-to-door guest should try his best to keep it, especially the regular customers, and can't refuse their excessive demands just because it is the tourist season. Frequent customers bring great wealth to the hotel, so you must not rashly push them to your competitors.

11. Three greetings

A regular guest has the habit of getting up early for a walk. On that day, he got up for a walk, and 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 happening?

Comments:

As a service industry employee, I learned more than ten words such as "Hello, welcome", "Please …", "Sorry", "Thank you" and "Goodbye" during the training. However, there are some problems in our education mode and training concept. Most of them are mechanical training and indoctrination training, and the trained ones are "robots", with little emphasis on emotional communication with customers. In the face of increasingly fierce market competition, service should not only reach the standard, but also be emotional, from the heart, rather than dealing with things.

12. Reconciliation

On a certain day, a long-term guest of the hotel went to the front desk of the store to pay for a meal in the store for a period of time.

as soon as he saw the total amount on the printed bill, he immediately flew into a rage and said, "You really overcharged me. I can't have such high consumption!" How to deal with this situation?

Comment:

Answer the guest with a smile and say, "Excuse me, can you let me 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 get angry because they can't get off the stage. During the period, I gave oral enlightenment to several large accounts (such as entertaining visitors and drinking famous wine) to arouse the memories of the guests.

When all the accounts are checked, you should say politely, "Thank you for helping me check the bill, which has delayed your time!" At this time, the guests are fully aware of all their consumption, and naturally they will not get angry.

when you speak, you should respect the guests, even if they get angry, don't.