Author: Yi Zhong Error Response: 1, sir, we do not allow here to bring their own alcohol 2, sir, sorry the hotel regulations guests can not bring their own alcohol, not then add 20% corkage fee. 3, sir, bring their own alcohol can be, but to add 20% corkage fee. Diagnosis of the problem: Sir, we do not allow self-bringing of alcohol here, this statement is too direct, did not give the guest a step down, will make the guest feel very loss of face, which will provoke the guest and our confrontation. Sir, I'm sorry the hotel rules state that guests cannot bring their own drinks, otherwise a 20% corkage fee will be added. Mr. and Mr., it is fine to bring your own drinks, but there is an additional 20% corkage fee. Both of these two statements mentioned the corkage fee, and the former statement, and take the hotel regulations to pressure guests, which are very offensive to the guests, in the present decline of guests to bring their own alcohol disputes, especially the hotel charges the most complaints about the corkage fee, which should attract the attention of the hotel operator's attention and concern. Service strategy: on whether the hotel industry can refuse guests to bring their own alcohol into the restaurant to enjoy, a lot of domestic media have been discussed, but also benevolent, wise, in foreign countries, catering enterprises and guests have a kind of tacit understanding between the guests will not bring their own alcohol to the restaurant to drink. China Tourist Hotel Association developed the tourist hotel industry norms in the content of Article 29 also made such a request, the content is that the hotel can decline the guests to bring their own alcohol and food into the restaurant, bar, ballroom and other places to enjoy, but should be declined notice set in the relevant places in a conspicuous position. Said here can be declined but in fact can not be declined, now there are many places where the hotel does not decline guests to bring their own alcohol, and even this practice into a feature and differentiated marketing to operate, which is based on the business ideas of different hotels to decide. Now in the refusal of guests to bring their own alcohol in the dispute, there is no doubt that the hotel is passive, in this case, whether the restaurant is to refuse customers to bring their own alcohol or allow their own alcohol, it is recommended to pay attention to the following points: are to be expressed in advance and inform the guests. Fully respect the guest's right to know and the right to choose. For example, in the guests to order food to take the initiative to explain the restaurant's practices, refused to bring their own alcohol should be placed in a conspicuous place, the guests enter the door, such as the waiter should ask whether to deposit, encountered guests individual requirements to be patient consultations, politely thanked the guests to bring their own alcohol, explain the reasons for the service staff to pay attention to the service attitude and language expression. Can learn from some foreign restaurants, the menu will be displayed at the entrance to the restaurant, so that guests can enter the store before the conditions of the restaurant to provide dishes and service conditions have an understanding of. If it is agreed that guests can bring their own drinks, guests must be reminded of the issues related to liability, especially for large quantities of drinks brought by guests organizing quite large-scale events, it is necessary to agree in advance with the guests on hygiene and safety, safety in use, safety in management, and safety in loss, and so on. Here the store should also note that if something goes wrong the restaurant still has to bear the responsibility of incidental concerns. Can be based on different hotels, appropriate additional service charge, but must pay attention to the degree of acceptance of the guests and the appropriate method of advance notice. Language template: waiter: (if the guests insist on drinking their own drinks) Mr., is this, I also understand your feelings, if you insist on drinking your own drinks, you look at the charge you drink 10% of the service fee should be able to it? (Seek the consent of the guests, if indeed can not be collected to deal with flexible, do not have a bad time with the guests. At the same time to let the guests clear store is not allowed to bring their own alcohol, I hope he next time to not bring their own alcohol) Thank you for your understanding and support of our work, I wish you a happy meal! Yi Zhong point of view: sensitive issues, flexible response, remember: do not take the hotel rules pressure guests.