1. After checking out ...

A guest returned to his hometown by train at noon that day, and went through the check-out formalities at the front desk of a hotel in advance. He thought that although he had settled the bill, the occupancy right of the guest room still belonged to him before noon, so he put his packed luggage in the guest room and went out to buy things and go shopping without saying hello to the floor attendant.

after more than an hour, the guest returned to the hotel to pick up his luggage and leave the hotel. Unexpectedly, when he entered the original guest room, he found a new guest drinking tea in the room, and his luggage had disappeared. Only after finding the floor attendant did he know that his luggage had been sent to the front desk, but the floor attendant blamed him for not contacting the floor after checking out.

After listening to this, the guest was very angry. After "returning a few words", he went to the front desk to make comments. But the staff at the front desk didn't remember that he had checked out and refused to return the luggage to him immediately. After repeated contact with the floor attendant, it was almost noon when the guests left the store. When the guest left, he said, "If I come to this city next time, I swear I won't live here!"

[ Comment]:

It is not uncommon for guests to check out and not leave the library at last. Through the above cases, we can see that there are loopholes in the procedures of room service in this hotel.

It is more convenient for some hotels to leave their room keys to their guests for safekeeping. When they check out, they should return the keys, and if they need to store their luggage, they should also give them to the front desk and never return to the rooms. The hotel uses the floor attendant to open the door for the guests. Due to the poor coordination between the main service desk and the floor service desk, it is impossible to grasp the whereabouts of the guests, resulting in chaotic service.

the correct way is that the floor attendant should know the time when the guests check out and take the initiative to contact the guests to arrange for cleaning the rooms and receiving new guests.

If the guest goes to the front desk to check out directly without going through the floor attendant, the front desk staff should also contact the floor attendant at the same time. If the guest does not leave the store immediately, the room should not be cleaned in a hurry, and the front desk should not arrange for new guests to stay in the room. If the guest wants to enter the room again and just sends his luggage to the front desk, that's another matter.

the biggest mistake of the hotel in the above case is that although the guest has checked out, his luggage is still in his room, and I haven't checked out yet. It is obviously wrong to arrange for new guests to stay immediately before the room is rearranged and cleaned, because this room is not enough for re-leasing.

2. The guest was blocked from leaving the hotel

A hotel in the north. A 41-year-old guest, Mr. Chen, hurried out of Room 512 with a travel bag, walked to the service desk at the corner in the middle of the floor, put the room key on the service desk and said to the attendant on duty, "Miss, I'll give you this key, and I'll go downstairs to the front desk to settle the bill." Unexpectedly, the waiter Xiaoyu told him lukewarm: "Sir, please wait a moment, and then go after checking your room." Dial the phone to summon a companion. Mr. Li was suddenly embarrassed and unhappy, so he had to say helplessly, "Go ahead." At this time, another waiter, Xiao Zhao, came out of the workshop and went to Mr. Chen. He looked him up and down and glanced at the travel bag. Mr. Chen felt insulted and his face changed with anger. He shouted, "You are so disrespectful!"

Xiao Zhao didn't answer, so he took the key and went straight to Room 512. She opened the door, went in and searched slowly: from bedding to clothes hangers in the closet, from food in the suitcase to towels in the bathroom, and turned on the TV switch of the electric control cabinet to look at the screen. Then, he left the room and went back to the service desk. He said to Mr. Chen, "Sir, you can go now." Mr. Chen had been impatient for a long time. When he heard her "care", he felt even more annoyed. When he was about to have an attack or complain, he thought of catching the train, so he had to give up and leave the hotel with a lot of grievances.

[ Comment]:

The waiter should check whether the equipment and articles in the guest room are damaged or stolen before the guest leaves the hotel, so as to protect the property safety of the hotel. This is beyond reproach, and it is also the duty of the waiter. However, in this case, the waiters Xiao Yu and Xiao Zhao handled it incorrectly. Never say "no" to a guest under any circumstances, which is a basic principle for hotel waiters to treat guests. It is completely normal for guests to leave the room and go to the front desk to settle accounts. The waiter has no right or reason to restrict the guests from settling accounts and stop them from leaving. It is impolite and even an insult to stop guests casually and cast a distrustful eye on them. The correct way should be as follows:

First, the floor attendant should take the guest's key, let him go downstairs to check out, and immediately call the front desk, and the guest in Room X will come to check out soon. The receptionist at the front desk should get the message, deliberately delay the time when checking out with the guests, or talk to the guests more, such as: "Sir, how do you feel about staying in the hotel these days? You are welcome to criticize. " "Welcome to visit next time!" ; Or check computer information to slow down the pace, such as talking to colleagues next to you, as if asking about the situation; Or take the initiative to answer the phone, Kan Kan and talk, and so on.

second, the customer service staff should also actively cooperate to improve work efficiency, quickly check the room equipment and supplies, and focus on the items that are easy to carry and consume, such as bath towels, drinks and food in the refrigerator, and immediately tell the floor service desk the results, while the attendant on duty should immediately call the downstairs reception desk.

thirdly, the receptionist at the front desk can finish the check-out procedure with the guests when she gets the message that the upstairs service desk is "safe".

3. Visitor's time has passed

The wall clock on the wall is ticking past 12 o'clock, and there is silence all around, and the night is already deep.

The waiter frowned and looked at the wall clock and the watch on his wrist.

[ Camera] At the service desk, the waiter is staring at the phone.

[ imaginary] I'm sorry, Mr. Huang, but the visitor time stipulated by our hotel has expired. Please help to remind your visitors to leave. Mr. Huang is holding a microphone: "What's the rush? Staying in a hotel is not a jail. What are you staring at so tightly? It's really a crime to spend money on!"

[ Camera] The waiter is holding the microphone: "Hello, Mr. Huang, I'm the waiter on the 9th floor. I'm sorry to disturb you, but it's time for your visitors to leave after the hotel's stipulated time. I'm afraid you don't know, so I'll remind you specially." After a pause, I saw the other person's silence.

"Oh, maybe you haven't finished talking. Please talk for a while, and I'll call you later."

because of his calm tone and giving the other party a room, the other party has been speechless for a while.

[ narrator] Visitors don't want to leave the store. Generally, there are two situations: one is to stay overnight, and the other is to have something to discuss.

[ Lens] Wall clock, click ... The hour hand crosses 1: 31.

the waiter dials the phone.

"Hello, Mr. Huang, welcome your visitors to our store, but now the visitor time stipulated by the hotel has passed. If you want to continue the talks, you and your friends are welcome to our coffee shop downstairs, which will provide you with services 24 hours a day." After a meal, "if your visitors want to stay overnight, we are very welcome. Please ask your friends to go to the front desk to go through the registration formalities."

[ Camera] Wall clock, click ... The hour hand passes two o'clock, and there are only two people talking in the coffee shop, not Mr. Huang and them.

The waiter dialed: "Hello, Mr. Huang, it seems that your visitor wants to stay overnight. We are very welcome. If it is inconvenient for you, can I inform the front desk to go through the formalities for your friend?"

[ Camera] The guests put away their things and left the hotel.

[ narrator] The waiter's interlocking method always works in the end, because visitors often don't want to check in.

For the safety of hotels and guests, hotels must adhere to the night room cleaning system, and this special service requires ingenuity and language art, which is a test for waiters.

4. Tracking service is everywhere

(1)

Room 916 of a hotel. Through the door came Professor Pan from afar and Director Du from the local reception department.

"spotless, director du, it seems that the management and service here are very good." Professor Pan, out of professional habit, took a look at the desktop of a writing desk and said.

They had just sat down to have a rest when a smiling waiter knocked at the door. With a plate in her hand and two cups of freshly brewed tea on it, she said kindly, "Sir, you have had a hard journey. Please enjoy your tea." The voice did not fall, followed by another waiter, who sent two hot towels. "Sir must be tired. Please wipe your face and have a good rest. Please let me know if you have anything." After the two ladies quit, Professor Pan and Director Du praised the perfume of towels while wiping their faces.

"Professor Pan is an expert in hotel management. Thank you for your guidance this time." Director Du told Professor Pan.

Professor Pan had a cordial conversation with Director Du.

(2)

There are two visitors. They are two old friends of Professor Pan in the local area. After a while of greetings, "tea for sir" and "hot towel for sir", the smiling waiter came gradually.

Professor Pan quickly thanked the waiter and took the opportunity to ask why the service here was so warm and thoughtful. The waitress replied: "I owe the housekeeping department to emphasize that people arrive, tea arrives, and towels arrive." Not only do we do this to the guests staying in the hotel, but also to the guests of the guests, and to the guests of the guests. All the guests come, and we will always provide the best service. " Professor Pan nodded approvingly.

(3)

Outside the guest room window, the sky is fading. Director Du reminded everyone that it was time for dinner. Everybody get up and step out of the door. The floor attendant has pressed the elevator for Professor Pan and his party first. After the elevator door opened, the waiter took care of it softly: "Please walk slowly and be careful." When they came to the ground floor, a voice of welcome to the restaurant greeted them.

(4)

After dinner, when Professor Pan and his party left the restaurant, they heard the polite farewell speech from the previous lady.

Professor Pan and his party took the elevator back to the 9th floor. The elevator door opened, and the waitress enthusiastically said that this was the 9th floor. She quickly introduced the new guests carrying luggage next to them: "This is the 9th floor, welcome to the 9th floor." He said to Professor Pan and his party, "You are back, please have a rest."

After returning to the guest room, Professor Pan said to Director Du and others, "The service here really deserves its reputation. Will you enjoy special treatment because you are here, or the waiter knows that I am a guest of their general manager? " Professor Pan decided to have another look.

(5)

Professor Pan went downstairs by elevator alone, then turned around and got on the elevator. From the eighth floor, every floor stopped, but when the guests who left first set foot on the corridor, the waitress gave a welcome speech and led the way to open the door for the guests. At a distance of 11 meters, another waiter had already taken a thermos bottle to make tea. Everything was so natural and coherent. The floors are all the same.

(6)

Professor Pan saw off the guests and went to the desk and sat down. He turned on the desk lamp, spread out the manuscript paper, and thoughtfully dropped the pen in his hand. The handwriting on the manuscript is clearly visible: on the essence of high-quality service-"pro"

-also on the characteristics of reception management in the transition

(7)

In the morning, the telephone rang, and Professor Pan turned on the desk lamp on the bedside table and lifted the quilt to answer the phone: "Good morning, sir, aren't you leaving early this morning? I was afraid that you would oversleep, so I called you specially. " On the other end of the phone is the friendly voice of the floor attendant.

(8)

Professor Pan left the room and was warmly greeted by the floor attendant, who repeatedly asked, "Please come to our hotel next time and stay on the 9th floor."

5. Visitors to the Spring Festival

In the evening. Railway station.

Mr. Wang arrived with his wife. Drive to Hotel A and check into Room 817.

the next day, the first day of the lunar new year, the service desk on the 8th floor. The two waitresses were laughing and beaming. The hands of the wall clock are pointing to 9: 31. A gentleman dressed in plain clothes came to the service desk.

Mr. Liu: My name is Liu. I'm looking for Mr. Wang in Room 817.

attendant: (picks up the phone) hello, Mr. Wang, there is a Mr. Liu for you.

Mr. Wang pushed open the door and leaned out half of his body.

Mr. Wang: Happy New Year, Lao Liu. I didn't expect you to arrive on time. Zhu Ping is still changing clothes. Please have a rest in the lobby first.

Mr. Liu went to the sofa in the hall and sat down, smoking a cigarette and looking around at the gorgeous decorations and landscape paintings. Mr. Liu is smiling.

The two waitresses came to the center of the rest hall, threw their sheets, pillow towels and quilt covers on the floor, and then sorted them one by one. Two people each pull the sheets, one side of the quilt cover shaking up and down, and then fold them up to prepare for the laundry room.

the bright sunshine comes in obliquely through the large glass window. Looking from the position of Mr. Liu's sofa, the two young ladies just look younger and more beautiful against the sunshine. Around them, it is clear that cotton fabric fibers and fine dust are swirling and dispersing.

Mr. Liu: (smoking heavily, talking to himself) How can they turn a blind eye when I sit here? It's not interesting enough. It's a wet blanket.

Mr. Liu got up and went to the safe passage to "ventilate".

seeing the back of Mr. Liu's departure, the two ladies made strange faces at each other, but they didn't stop working.

Mr. Wang comes to the hall. When you see it, you stop, lock your eyebrows, and avoid it. Stop it, ladies, and apologize.

Attendant: Today is the Spring Festival, and there are very few guests. Do you mind?

hearing the news, Mr. Liu came back and hurried to room 817 while greeting Mr. Wang.

room p>817. Zhu Ping came out of the bathroom. Mr. Wang is going to make tea for Mr. Liu.

Zhu Ping: Lao Wang, take out the box of high-grade tea that Manager Feng sent in Hangzhou yesterday and open it for Lao Liu to taste.

Mr. Wang takes tea, cups and pours water. The water temperature is not hot Then I opened the door and called the waitress to change the water. Waitress delivers water. The water is still not hot enough. Mr. Wang shook his head with a regretful expression. Mr. Liu was unhappy and walked out of the room.

Mr. Liu: Miss, what's the matter with you? Can't you boil hot water on New Year's Day? (raising his voice)

Attendant: I see. I'm sorry. If the water temperature is not hot enough, we'll send it right away.

Mr. Liu turned to go back to his room and muttered as he walked, "What do you mean,' If the water temperature is not hot enough'?" At this moment, the young lady's complaint floated behind her: "Why are visitors so rude?" Mr. Liu shook his head.

room p>817.

Mr. Liu: I'm so sorry. The brand of this hotel is old enough, and the traffic is convenient. The tiger has repeatedly introduced you here. I didn't expect this quality of service. How about another hotel?

Zhu Ping: Just listen to Lao Liu and change stores.

Mr. Liu: in another shop, I'll treat you to morning tea, and I'll be the host.

Mr. Wang: No, I offended you for my sake today, so morning tea is my treat.

people go to the room. On the coffee table, there are three cups of green tea, and the tea leaves are floating on the water. The clock on the wall of the service desk on the eighth floor points to 9: 31.

a few days later. A hotel meeting room. The housekeeping manager is giving a weekly quality evaluation.

manager: ... I'd like to use your last time to emphasize the problem of receiving visitors. There are many large-scale folk activities and festivals in our city this year. According to the information provided by the public relations sales department, there will be many neighboring provinces and cities.