Author: Yi Zhong Error Response: 1. Sir, we are not allowed to bring our own drinks here. 2. Sir, I'm sorry that the hotel stipulates that guests can't bring their own drinks, otherwise a 21% corkage fee will be charged. 3. You can bring your own drinks, sir, but there is a 21% corkage fee. Problem diagnosis: Sir, we are not allowed to bring our own drinks here. This statement is too direct. If we don't give our guests a step, it will make them feel very embarrassed, which will arouse their confrontation with us. I'm sorry, sir, but the hotel stipulates that guests can't bring their own drinks, otherwise there will be a 21% corkage fee. And sir, you can bring your own drinks, but there is a 21% corkage fee. Both of these statements mentioned the corkage fee, while the former statement used the hotel's regulations to oppress the guests, which made the guests very disgusted. In the dispute of refusing guests to bring their own drinks, especially the hotel has the most complaints about corkage fee, which should arouse the attention and concern of hotel operators. Service strategy: Whether the hotel industry can refuse guests to bring their own drinks into restaurants has been discussed by many domestic media, and different people have different opinions. In foreign countries, there is a tacit understanding between catering enterprises and guests, and guests generally do not bring their own drinks to restaurants to drink. The industry standard of tourist hotels formulated by china tourist hotels association has also made such a requirement in Article 29, which states that hotels may refuse guests to bring their own drinks and food into restaurants, bars, dance halls and other places to enjoy, but the notice of refusal shall be set in a prominent position in the relevant places. What is said here can be declined, but in fact, it can not be declined. Now there are many local hotels that don't refuse guests to bring their own drinks, and even turn this practice into a characteristic and differentiated marketing to operate, which is decided according to the management ideas of different hotels. Now, in the dispute of refusing guests to bring their own drinks, there is no doubt that the hotel is passive. As far as this case is concerned, whether the restaurant refuses customers to bring their own drinks or allows them to bring their own drinks, it is suggested to pay attention to the following points: it is necessary to express and inform the guests in advance. Fully respect the guests' right to know and to choose independently. For example, when guests order food, they should take the initiative to explain the restaurant's practice, and the small sign that refuses to bring their own drinks should be placed in a conspicuous place. When guests enter the door, if the waiter sees it, he should ask whether to deposit it, negotiate patiently when meeting individual requests of the guests, politely refuse to bring their own drinks, and explain the reasons. Service personnel should pay attention to service attitude and language expression. You can learn from the practice of some foreign restaurants and display the menu at the entrance of the restaurant, so that guests can have the conditions to understand the dishes and service conditions provided by the restaurant before entering the store. If it is agreed that guests can bring their own drinks, they must be reminded of the responsibilities, especially the large quantities of drinks brought by guests who hold activities of a considerable scale. It is necessary to agree with the guests in advance on health and safety, use safety, management safety and loss safety. Here, the store should also pay attention to the fact that if something goes wrong, the restaurant still has to bear the responsibility of incidental attention. According to the situation of different hotels, additional service fees can be charged appropriately, but we must pay attention to the degree of guest acceptance and the appropriate method of informing in advance. Language template: Waiter: (If the guest insists on drinking your own drinks) Well, sir, I understand your feelings very well. If you insist on drinking your own drinks, do you think it's ok to charge you 11% service charge? (Ask for the guest's consent, and be flexible if you really don't receive it. Don't be unhappy with the guest. At the same time, let the guest know that you can't bring your own drinks in the store. I hope he won't bring his own drinks next time.) Thank you for understanding and supporting our work. Have a nice meal! Yi Zhong's point of view: sensitive issues, flexible response, remember: don't take hotel regulations to crush guests.