1. After check-out and check-out...

A guest took the train back to his hometown at noon that day and completed the check-out and check-out procedures at the front desk of a hotel in advance. He thought Although he paid the bill, the right to occupy the guest room still belonged to him before 12 noon, so he put his packed luggage in the guest room and went out shopping without saying hello to the floor attendant.

More than an hour later, the guest returned to the hotel to pick up his luggage and leave. Unexpectedly, when he entered the original guest room, he saw that there was already a new guest drinking tea in the room, and his luggage was already there. Whereabouts unknown. When he found the floor attendant, he found out that his luggage had been delivered to the front desk. The floor attendant instead blamed him for not contacting the floor after checkout.

The guest was very angry after hearing this. He "reciprocated" a few words and went to the front desk to make comments. Unexpectedly, the front desk staff did not remember that he had paid and refused to return his luggage to him immediately. After repeated attempts to contact the floor attendant, it was almost noon when the guest left the hotel. The guest said before leaving: "If I come to this city again next time, I swear I won't stay here!"

[Analysis]:

After the guest checked out and checked out, he said Not leaving the building last is not uncommon. Through the above case, it can be seen that there are loopholes in the hotel's room service procedures.

Some hotels give the room key to the guest for safekeeping and use, which is more convenient. The key is returned when the guest checks out. If you need to store your luggage, you should also hand it to the front desk and never return to the guest room. The hotel uses the method of having floor attendants open the door for guests. Due to poor coordination between the main service desk and the floor service desk, the whereabouts of the guests cannot be tracked, resulting in chaotic service.

The correct approach is that the floor attendants should have an idea of ??the time for guests to check out and leave the hotel, and proactively contact the guests to arrange cleaning of the guest rooms to receive new guests.

If the guest goes directly to the front desk to check out 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 hotel immediately, the room cannot be cleaned in a hurry, nor can the front desk. Assign new guests to the room. If the guest wants to enter the room again but has left his luggage at the front desk, that is a different matter.

The biggest mistake of the hotel in the above case was that although the guest had completed the checkout and check-out procedures, his luggage was still in the room and he had not yet left the hotel. It is obviously a mistake to immediately arrange for new guests to check in before the room has been reorganized and cleaned, because this room is not ready for re-renting.

2. Guests were blocked from leaving the hotel

A hotel in the north. A guest in his forties, Mr. Chen, hurriedly walked out of Room 512 with a travel bag, walked to the service desk at the corner of the floor, put the room key on the service desk, and said to the waiter on duty: "Miss, this key Leave it to you. I will go downstairs to check out at the front desk. Unexpectedly, the waiter Xiao Yu told him coldly: "Sir, please wait a moment until I check your room." Make a call to summon your companions. Mr. Li suddenly felt embarrassed and unhappy, so he had no choice but to say: "Then please do it." At this time, another waiter, Xiao Zhao, came out of the workroom, walked up to Mr. Chen, and looked him up and down. , glanced at the travel bag again, Mr. Chen felt insulted, his face changed with anger, and he shouted: "You are so disrespectful!"

Xiao Zhao didn't answer and took it. I got the key and walked straight to room 512. She opened the door, walked in, and searched everything slowly: from the bedding to the hangers in the cabinet, from the food in the suitcase to the towels in the bathroom, she checked them one by one. She also turned on the TV switch in the electric control cabinet to watch. Look at the screen. Then, he left the room and returned to the reception desk, and said to Mr. Chen: "Sir, you can leave now." Mr. Chen was impatient for a long time. Hearing her "concern" to let him go, he felt even more annoyed. I wanted to have a fit or complain, but I also thought of catching the train, so I gave up and left the hotel full of resentment.

[Analysis]:

It is understandable for the waiter to check whether the equipment and supplies in the guest room are damaged or stolen before the guest leaves the hotel to protect the property safety of the hotel. It is also the responsibility of the waiter. However, in this case, the handling methods of the waiters Xiao Yu and Xiao Zhao were wrong. Do not say "no" to guests under any circumstances. This is a basic rule for hotel waiters to treat guests. It is completely normal for a guest to leave the room and go to the front desk to settle the bill. The waiter has no right or reason to restrict the guest from settling the bill or prevent the guest from leaving. It is impolite to the guest and even an insult to stop the guest casually and cast a distrustful look on the guest. The correct approach should be:

First, the floor attendant should collect the guest's key, let him go downstairs to check out, and immediately call the front desk to inform the front desk that the guest in room X will be coming soon. Checkout. The front desk waiter should understand this and deliberately delay the checkout with the guest, or chat with the guest for a few more words, 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 chatting a few words with colleagues next to you, as if you are inquiring about the situation; or taking the initiative to answer the phone and chatting, etc.

Second, customer service staff should also actively cooperate to improve work efficiency and quickly inventory room equipment and supplies, focusing on items that are easy to carry and for consumption, such as bath towels, drinks, food in the refrigerator, etc., and then Inform the floor service desk of the result, and the attendant on duty should immediately call the reception desk downstairs.

Third, the receptionist can complete the check-out procedures with the guest after receiving the "safe and sound" message from the service desk upstairs.

3. Visitor time has passed

The wall clock on the wall ticked past 12 o'clock, the surroundings were silent, and the night was deep.

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

[Shot] At the service desk, the waiter stares at the phone.

[Hypothetical] Sorry, Mr. Huang, the visitor time specified in our hotel has passed. Please help to remind your visitors to leave. Mr. Huang held up the microphone: "What's the point of urging? Staying in a hotel is not like going to jail. What are you doing if you keep a close eye on me? You're really paying for your pain!"

[Camera] The waiter held up the microphone and said: "Hello. "Mr. Huang, I'm the waiter on the 9th floor. I'm sorry to bother you. It's just that the hotel's visitor time has passed and it's time for your visitor to leave. I'm afraid you don't know, so I'd like to remind you." He paused and saw that the other party was silent. .

"Oh, maybe you still have something to talk about. You can talk for a while and I will call you later."

Because of the calm tone, I gave The other party had a leeway, and the other party was speechless for a moment.

[Narration] There are usually two situations when visitors are reluctant to leave the hotel. One is that they want to stay overnight, and the other is that they really have something to discuss.

[Camera] Wall clock, click click... the hour hand crosses one and a half.

The waiter dialed the phone.

“Hello, Mr. Huang, welcome your visitors to our store, but now the hotel’s visitor time has passed. If you want to continue the conversation, you and your friends are welcome to come downstairs to us. The coffee shop will provide you with services 24 hours a day. "Dundu," "If your visitor wants to stay overnight, we are very welcome. Please go to the front desk to check in." "

[Camera] Wall clock, tick... The hour hand passed two o'clock. There were only two people talking in the coffee shop, not Mr. Huang and the others.

The waiter dialed the phone: "You Okay, Mr. Huang, it seems that your visitor wants to stay overnight. We welcome him. If it is inconvenient for you, can I inform the front desk to come and handle the formalities for your friend? ”

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

[Narration] The waiter’s method always works in the end, because visitors often don’t want to go through the accommodation formalities. .

For the safety of the hotel and guests, the hotel must adhere to the night cleaning system, and this specialized service requires resourcefulness and language skills, which is a test for the waiters.

4. Tracking services are everywhere

(1)

Room 906 of a hotel. Those who walked in were Professor Pan who had come from afar and Director Du from the local reception department.

"It's spotless, Director Du. It seems that the management and service here are very good." Out of professional habit, Professor Pan wiped the surface of the desk and took a look and said.

As soon as the two sat down to rest, a smiling waiter knocked on the door and came in. She was holding a plate with two cups of freshly brewed tea in her hand, and said kindly: "Sir, you've had a hard time on the road, please have some tea." Before she finished speaking, another waiter came next and brought the tea. It's two hot towels. "Sir, you must be tired. Please wipe your face and take a good rest. Please tell me if you have anything to do." After the two ladies exited, Professor Pan and Director Du praised the fragrance of the towel while wiping their faces.

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

Professor Pan and Director Du were chatting cordially.

(2)

Two visitors came. They are two old local friends of Professor Pan. After a while of greetings, "tea, sir" and "hot towel, sir", the smiling waiters gradually arrived.

Professor Pan quickly thanked the waiter and took the opportunity to ask why the service here was so warm and thoughtful. The service lady replied: "We owe it to the housekeeping department to emphasize that people arrive, tea arrives, and towels arrive. This is not only true for our guests staying in the hotel, but also for our guests' guests, and for our guests' guests' guests. Everyone who comes is a guest, and we We will always provide the best service." Professor Pan nodded approvingly.

(3)

Outside the guest room window, the sky is getting darker. Director Du reminded everyone that it was time for dinner. Everyone stood up and walked out of the room. Upon seeing this, the floor attendant immediately pressed the elevator button for Professor Pan and his party. After the elevator door opened, the waiter whispered again: "Please walk slowly, please be careful." When they came to the ground floor, a welcome voice came to the restaurant.

(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. When the elevator door opened, the waitress said enthusiastically that this is the 9th floor. She quickly introduced to the new customers next to them with hand luggage: "This is the 9th floor. Welcome. Go to the 9th floor." He said to Professor Pan and his party: "You are back, please rest." After returning to the guest room, Professor Pan said to Director Du and others: "The service here is truly worthy of its reputation. Wouldn’t it be because you, Director Du, are here or the waiter knows that I am the guest of their general manager and will enjoy special treatment?” Professor Pan decided to take another look.

(5)

Professor Pan took the elevator downstairs alone, then turned around and took the elevator. Starting from the 8th floor, he stopped at each floor until he saw the feet of the guests who walked out first. As soon as we stepped into the corridor, the service lady gave a welcome speech while leading the way and opening the door for the guests. But 10 meters away, another waiter was already holding a thermos and making tea. Everything was so natural and coherent. . Every floor has the same standard.

(6)

Professor Pan sent away the guests, walked to the desk and sat down. He turned on the desk lamp, spread out the manuscript paper, and dropped the pen in his hand thoughtfully. . A line of handwriting is clearly visible on the manuscript: On the essence of high-quality service - "personality"

- and on the retention of the characteristics of hospitality management in the transition

(7)

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

(8)

Professor Pan left the room and said goodbye. The floor attendant greeted him warmly and said repeatedly: "Please come to our hotel again next time and stay on the 9th floor."

5. Visitors during the Spring Festival

Evening. TRAIN STATION.

Mr. Wang arrived with his wife. Drive to Hotel A and check into room 807.

The next day, the first day of the Lunar New Year, the service desk on the 8th floor. The two waitresses were chatting and laughing happily. The hands of the wall clock are pointing to 9:30. A gentleman dressed simply came to the desk.

Mr. Liu: My surname is Liu. I am looking for Mr. Wang in room 807.

Waiter: (Picks up the phone) Hello, Mr. Wang, a gentleman named Liu is looking for you.

Mr. Wang, not fully dressed, opened the door and leaned out half of his body.

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

Mr. Liu walked 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 lounge hall, threw the sheets, pillow covers, quilt covers, etc. in their arms on the ground, and then sorted them one by one. The two of them each pulled up one side of the sheet and quilt cover, shaking it up and down, and then folded it up in preparation for sending it to the laundry room.

The bright sunshine slanted in through the large glass windows. Looking from Mr. Liu's sofa position, the two ladies looked even more youthful and beautiful against the sunlight. Around them, cotton fabric fibers and fine dust could clearly be seen flying and spreading.

Mr. Liu: (smoking heavily, muttering to himself) Why are they turning a blind eye to me sitting here? It’s so uninteresting, it ruins the scenery.

Mr. Liu stood up and walked to the entrance of the emergency passage to "ventilate".

Seeing Mr. Liu's leaving figure, the two ladies made strange faces at each other, but did not stop what they were doing.

Mr. Wang came to the lobby. When he saw this, he stopped suddenly and frowned, trying to avoid it. The two ladies stopped and looked apologetic.

Waiter: Today is the Spring Festival and there are very few guests. Would you mind?

Mr. Liu came back after hearing the sound, and walked quickly towards room 807 while chatting with Mr. Wang.

Room 807. 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-end tea given by Manager Feng in Hangzhou yesterday, open it, and give Lao Liu a taste.

Mr. Wang takes the tea, fills the cup and pours water. The water temperature is not hot. Then he opened the door and called the waitress and asked for a change of water. The waitress brings water. The water temperature is still not hot enough. Mr. Wang shook his head with regret. Mr. Liu was unhappy and walked out of the room.

Mr. Liu: Miss, what did you do? Could it be that you can't boil hot water on New Year's Day? (Raises voice)

Waiter: Got it, I'm sorry. If the water temperature is not hot enough, we will send it right away.

Mr. Liu turned around to go back to the room, muttering to himself as he walked: "What do you mean 'if the water temperature is not hot enough'?" At this moment, the lady complained behind him: "What's wrong with the visitor?" You're not welcome, you're still a guest." Mr. Liu shook his head.

Room 807.

Mr. Liu: I’m so sorry. This hotel brand is old enough and the transportation is convenient. Tiger will introduce you here again and again. Didn't expect the service quality to be like this. Find another hotel?

Zhu Ping: Just listen to Lao Liu and change the store.

Mr. Liu: Change the store and I’ll treat you to morning tea as a landlord.

Mr. Wang: No, I have offended you for my sake today, so I will be the host of the morning tea.

The room becomes empty when people leave. On the coffee table, there are three cups of unbrewed tea, with tea leaves floating on the water. The clock on the wall at the reception desk on the 8th floor pointed to 9:30.

A few days later. A hotel conference room. The housekeeping manager is conducting weekly quality reviews.

Manager: ...I would like to use your last moment to emphasize the issue of receiving visitors. There are many large-scale folk activities and festivals in our city this year. According to information provided by the Public Relations and Sales Department, many enterprises and institutions from nearby provinces and cities will organize groups to visit and visit. While they stay in the hotel, they visit relatives and friends, and many visitors come to visit them. Therefore, it is necessary to strengthen the service awareness of visitors, establish the business philosophy of "visitors are also guests", and provide visitors with more comprehensive and meticulous services from the perspective of guests.

Visitors' feelings about the hotel will affect the guests' emotions; visitors are also potential guests of our hotel. The meeting adjourned.

The waiters walked toward the conference room door one after another. The last to leave were the two ladies at the reception desk on the 8th floor. Their expressions were serious, as if they had some realization.

6. Xiao Gong’s confusion

On her first day at work, waiter Xiao Gong was assigned to work as a duty desk on the 12th floor of the main building of the hotel. Since she had just received three months of job training, Feel confident about doing the job well and feel good about yourself. The reception work in the morning was indeed quite smooth.

In the afternoon, the elevator door opened, and two Hong Kong passengers walked out with a "ding" sound. Xiao Gong immediately stepped forward to greet them, smiled and said: "Hello, sir!" She had seen the guest's accommodation certificate, Then he took their luggage and said, "Welcome to our hotel, please follow me." He led them into the guest room, made them two cups of tea and put them on the coffee table, and said, "Sir, please use the tea." " Then she gestured with her hands and introduced the guest room facilities one by one: "This is the bedside control cabinet, this is the air conditioner switch..." At this time, one of the guests interrupted her in Cantonese and said: "I know. "But Xiao Gong continued: "This is the refrigerator. There are 'Check Instructions' and 'Telephone Guide' in the folder on the table..." Before she could finish, another guest took out his wallet and pulled out another A foreign exchange coupon with a face value of 10 yuan was handed to her impatiently. Suddenly, Xiao Gong was stunned. Her good intentions were rejected or even misunderstood, which made her feel frustrated and wronged. She blushed and said to the guest: "I'm sorry, sir, we don't charge tips. Thank you! If there's nothing else, , then I will resign." After that, he exited the room and returned to the service desk.

At this moment, Xiao Gong was in a state of confusion. She really couldn’t figure out why she was not welcomed by the guests even though she patiently introduced the guest room facilities according to the service regulations.

〔Commentary〕:

First of all, Xiao Gong’s proactive service enthusiasm for guests should be fully affirmed. She takes the trouble to introduce the guest room equipment and facilities to guests according to the service regulations, which is generally not bad. (The customer tipping her also includes recognition of her service work, indicating that the work she did was not wrong.) However, there are issues such as the flexible application of service procedures that vary from person to person, and there are also issues with grasping the proportion of service. A matter of moderation. From this point of view, Xiao Gong's overly authentic service to the two Hong Kong tourists did have some shortcomings.

Obviously, it is not necessary to introduce in detail the common facilities and facilities of the guest rooms and even common sense to higher-class Hong Kong guests who are not new to hotels, especially when they are already showing impatience. If you continue to nag, that is going too far, and it will make the guests feel that the other party is trying to enlighten them because they have never seen the world, hurting their self-esteem, or misunderstanding that the waiter is asking for tips in disguise and looking down on her, thus It aroused dissatisfaction and disgust from the guests, and good intentions failed to accomplish good things. This was unexpected by the enthusiastic Xiao Gong. The service skills contained in it are worthy of reflection and discussion by hotel colleagues.

7. Anger on April Fool's Day

A bus took a Hong Kong tour group back to their hotel after a day of browsing. On the way back to the guest room, several young tourists were having fun with an old gentleman. The old man's surname was Ma and he was the tour guide of the tour group.

Mr. Ma is easy-going and humorous. After dinner, Mr. Ma, who was having fun with several young guests in the hotel's dance hall, saw that it was getting late, so he left first and said that he had to arrange travel arrangements for the next few days when he returned to his room.

It was late at night and Mr. Ma had finished the work at hand and was getting ready to go to bed when the phone buzzed suddenly. The callers were two female tourists in Room 1112 on this floor who had sex with Mr. Ma at night. They said they had something urgent to discuss and they must ask their husband to come over. "Being respectful is worse than obeying orders." Mr. Ma, who couldn't refuse again and again, closed the door and went to guest room 1112.

In the door of a guest room opposite Room 1112, two pairs of peeping eyes appeared. When Mr. Ma entered Room 1112, the peeping eyes turned into two young men. But they were seen holding beer cans and quickly rushed into Mr. Ma's guest room.

In Mr. Ma’s guest room, two uninvited guests poured their beers on the two beds.

Not willing to give up, one of them took the tea cup from the table and poured the tea on the bed. The two of them escaped from Mr. Ma's guest room overjoyed.

Mr. Ma returned to the guest room, raised his wrist, looked at his watch and said to himself: "It's past 12 o'clock, a new day has begun, go to bed quickly." When Mr. Ma laid down the quilt, he found that both beds were soaked. In this way, sleeping is no longer possible.

The matter was reported to the duty manager, who came to deal with it.

"Today is April Fool's Day. Someone is obviously playing a joke on you. This kind of thing has happened many times." The manager on duty seemed to have expected it.

“All Fools’ Day” Mr. Ma suddenly realized.

The manager on duty lifted the sheets, and the beer and tea soaked Simmons. Just changing the sheets won't solve the problem.

The manager on duty offered to change Mr. Ma’s room to another room. However, Mr. Ma will have to pay for the cleaning of wet sheets and Simmons, and one day's accommodation fee will be added. Because of the cleaning of Simmons, the entire customer can no longer rent.

Mr. Ma agreed to change rooms, but he was very critical of the compensation. The reason was that "every injustice has its owner, and every debt has its owner." He asked the hotel to find the perpetrator to compensate.

The duty manager explained: "Once a guest checks into the hotel, a contractual relationship is formed between the guest and the hotel. Both parties have rights and perform their respective obligations. The guest requires high-quality services from the hotel and the right to improve facilities, but also the obligation to take care of all facilities and property in the hotel. Now that the hotel's items have been damaged, there will be collateral consequences. If it is April Fool's Day, the guests will follow suit. , will cause great trouble to our management and operation, please forgive me. As for who is the perpetrator, the hotel has the responsibility to help you investigate.”

Who is the perpetrator? Of course the smart Mr. Ma knew what he was thinking, but he just couldn't express it. Mr. Ma said: "There is no need to stir up trouble. I accept compensation, but..."

The manager on duty understood Mr. Ma's unspeakable grievances, and also considered that this Hong Kong tour group also belonged to the hotel. Frequent customers, reasonable and orderly, different from person to person, flexible control is a necessary means to expand the customer base. The manager on duty quickly said: "We very much welcome your tour group to our hotel. We also understand that Mr. Ma has led the group to check into our hotel more than once. Therefore, regarding the cost of compensation, we can calculate it at a 40% discount, sir. How about it?"

"Your hotel is too polite. You also have difficulties. If you deal with it this way, I am convinced." Mr. Ma agreed.

The manager on duty said good night to Mr. Ma and asked Mr. Ma to rest quickly. Mr. Ma regained his humor and said to the manager on duty: "Good morning, Mr. Manager. Goodbye."

8. Two keys are better

Engineer Zhang of a Sino-foreign joint venture and Technician Liu and two men were on a business trip to a certain city and stayed at a hotel. After checking in at the front desk, the receptionist gave them a key. Go upstairs, open the door, and be sure to insert the key into the energy-saving power socket to turn on the power. Xiao Liu turned on the lights one by one, and the room was bright. This is an ordinary standard house. After a while, Gong Zhang and Xiao Liu discussed their respective division of labor. Mr. Zhang went to the electronic component factory and came back late, while Xiao Liu went to buy a plane ticket and came back early. Who should take the key became a problem. With Zhang Gong in charge, Xiao Liu could not get in early; with Xiao Liu in charge, there would be no light in the room before Zhang Gong left. After careful consideration, Mr. Zhang will be in charge of the key. Xiao Liutian came back before it was dark. He didn't have a key, so he took out his housing registration card and asked the floor attendant to open the door. After entering the door, he was clever and found a piece of cardboard and inserted it into the energy-saving hole, hoping that it would be able to connect to the power supply, but it didn't work. He tried to insert something else into it, but it didn't work either. He asked the waiter, who told him that a magnetic piece was installed in the key handle, so it could be connected to the power supply, but other things would not work. The clever Xiao Liu was dumbfounded. Asked the waitress and she didn't have any extra key tags. Xiao Liu just lay on the bed in the dark, waiting anxiously for Mr. Zhang to come back.

Gong Zhang didn’t feel at ease. After finishing his work, he immediately called a taxi back. After entering the door and inserting the key, Xiao Liu "sees the light again".

Zhang Gong opened the document package and checked it, and found that he had forgotten several documents prepared for him by the electronic component factory. He said hello to Xiao Liu, hurried downstairs, and went to the electronic component factory again.

Gong Zhang came and went in a hurry and rang the doorbell to ask Xiao Liu to open the door. Xiao Liu was taking a shower at this time. There was nothing I could do when I heard the doorbell ringing. How could I open the door while I was naked in the bathtub? He could only open the bathroom door and shout loudly: "Mr. Zhang, I'm taking a shower, please wait three minutes!" Mr. Zhang finally heard it. He wanted to ask the floor attendant to open the door, but he couldn't find it. He probably went to have dinner. . In this way, Mr. Zhang paced back and forth in the corridor, waiting for Xiao Liu to dry himself and open the door for him.

Going back to the room after dinner, Mr. Zhang was a little tired. He read some information and watched TV. Xiao Liu felt refreshed and went to the night market alone. At 10 o'clock, Zhang Gong wanted to sleep. At this time, he realized that Xiao Liu didn't take the key. What should he do? Although the man was tired, he did not dare to lie down to sleep. He leaned on the edge of the bed and took a nap, waiting for Xiao Liu to come back. At 11:30, Xiao Liu's doorbell woke him up. After opening the door, he undressed and went to bed. Before going to bed, Zhang Gong muttered: "Two people are only given one key, but it makes me miserable."

[Commentary]:

Most hotels now only issue one key to guests staying in a standard room. From the hotel's perspective, this makes management easier and reduces the possibility of losing keys, but doing so is very inconvenient for guests. Just because two guests live in the same room does not mean that their activities are together. A key can cause all kinds of trouble for guests when traveling separately. What is shown above are just a few of them.

From the perspective of service quality, hotels should first meet the needs of guests, rather than seeking their own convenience. Below, we propose several ways to relieve guests from the worry of keys:

1. The front desk should be equipped with three sets of keys, two sets for each guest, and one for the front desk as a spare.

2. There are three sets of keys at the front desk, and generally only one is given to guests. If two people live together and ask for two keys, a deposit can be paid for the second key to prevent the guest from forgetting to take it away.

3. The floor attendant (or receptionist) can be equipped with a key handle, which is only used to turn on the power. When two people use the same key, each person can pay a deposit to rent another key handle. The room door can be opened by the attendant by showing the room card.

9. Dry cleaning or wet cleaning?

A group of long-term guests from a Taiwanese company live in a hotel in a certain city in Jiangsu Province. That day, a Taiwanese guest's expensive suit was stained and needed to be cleaned. When the waiter Xiao Jiang came into the room to bring boiling water, he greeted him and said: "Miss, I want to wash this suit. Please fill out a laundry list for me." " Xiao Jiang thought that the guest might be tired, so she readily agreed, and then helped the guest fill in the wet cleaning column on the laundry list according to what she understood from the guest, and then sent the suit and list to the laundry room. The laundry worker who took over happened to be a new employee who had just started working in the laundry room. She did not hesitate to wet clean the expensive suit according to the requirements on the order. Unexpectedly, it caused some damage on the back of the pocket flap.

The Taiwanese customer received the suit and found it was damaged. He was very angry and blamed Xiao Jiang: "This suit is worth 40,000 yen. It should be dry cleaned. Why wet cleaning?" Xiao Jiang quickly explained: "I'm so sorry, sir. , However, I filled in the wet cleaning as you told me, but I didn’t expect..." The customer became even more angry and interrupted her: "I clearly told you to dry clean, why did you insist that I wanted to wet clean?" Xiao Jiang felt very angry. Feeling aggrieved, he couldn't help but argue: "Sir, I'm really sorry, but I do..." The guest was so angry that he took the conversation and shouted: "This is really unreasonable. I want to complain to your boss!"

Manager Cao of the housekeeping department received a complaint from a Taiwanese guest - demanding compensation of half the price of the suit, 20,000 yen. He was taken aback and immediately asked Xiao Jiang to find out what happened. However, both parties disagreed on whether he was told to do dry cleaning or wet cleaning and could not verify it. Manager Cao was very embarrassed. He felt the seriousness of the problem and reported to Deputy General Manager Jiang who was in charge of the hotel work. Vice President Jiang also felt that the matter was very difficult and summoned the hotel leaders to conduct repeated studies.

Considering that this Taiwanese company had a group of long-term guests in the hotel, even though the compensation the guests requested greatly exceeded the compensation standards stipulated by the hotel, in order to completely calm down the turmoil and stabilize these long-term guests, they finally accepted the guests. The request was excessive, and he paid 20,000 yen in compensation and kept the suit.

〔Commentary〕:

In this case, the compensation dispute caused by dry cleaning of valuable clothes was mistaken for wet cleaning. Although it originated from the room attendant filling out the laundry list, the liability was entangled. , but the main responsibility still lies with the hotel.

First, room attendants should not accept requests to write for guests, but should politely refuse them. Strictly implement the hotel's rules, regulations and service procedures in the process of serving guests, which is a true responsibility to the guests.

Second, even if you fill out the laundry list on behalf of the guest, you should ask the guest to review it for confirmation and sign it personally as a basis.

Third, the responsibility of the laundry room is that the laundry list should not be rashly opened without the signature of the guest; in fact, if the laundryman can detect the abnormal situation of wet cleaning the expensive suit, he can re-report it to the guest. By understanding and verifying, you can avoid mistakes and make up for losses. This requires laundry workers to be meticulous and thoughtful in their work style and familiar with the laundry business.

In addition, as far as this case is concerned, the hotel can generally compensate the guest's losses appropriately according to regulations, and at the same time repair the guest's slightly damaged clothes as much as possible. Since the complaining guest is a long-term tenant, in order to stabilize the hotel With this group of long-term guests staying in private rooms, the leadership of this hotel took the approach of agreeing to the guests’ request for huge compensation, which is completely understandable. Moreover, although guests do have responsibilities, it is also necessary for hotels to strictly demand themselves and adhere to the principle of "the guest is always right" to learn lessons from this and strengthen service procedures and staff training.