How to deal with 18 common problems in room service?
The guest room is where most guests spend the longest time in a hotel, and the importance of room service is self-evident. To improve customer satisfaction, we must start from the details of room service.
This issue summarizes the most frequently encountered thorny problems, emergencies and corresponding countermeasures for 18 types of hotel workers in their daily work, hoping to inspire room workers in front-line service positions.
01
Customer production dissatisfaction
1. What should I do if the guest complains that the wake-up call does not wake up?
Apologize to the guests and investigate the cause to see if it is a machine failure or a man-made cause, and take immediate measures to deal with it, so as not to complain again and expand the situation.
If the guest does not wake up due to the fact that the wake-up call does not wake up, the guest should be compensated by the hotel or the person concerned according to the situation.
2. What should I do if I encounter a customer complaint?
○ Method 1:
Handling customer complaints quickly is the service tenet of the hotel;
Never treat customer complaints lightly, and handle them with care for the sake of customers;
Listen carefully, understand the causes and consequences of complaints, maintain a friendly, polite and calm attitude; resolve incidents within the scope of authority as soon as possible, and report those beyond the scope of authority for handling step by step.
○ Method 2:
Avoid loud noises from customers in the business place, which will cause adverse effects, choose appropriate places, such as: office, guide guests, and properly solve problems;
Pay attention to keep records to show attention;
If you need assistance from others or other departments, you must keep abreast of the progress of the situation and try to make the guests leave calmly;
Make a good record of complaints and ask your superiors to review them, and make written responses to written complaints.
3. What should I do if I encounter a rude customer?
Such guests are often difficult to get along with, have strong personal attitudes, and often have harsh words or rude actions after conflicts occur. The waiters don’t care about them, try their best to complete the reception service according to their requirements, do not conflict with them, and keep calm.
02
Guests in special circumstances
4. Encounter a drunk guest
Notify the foreman and the assistant manager of the lobby or the duty manager and the security department to arrange the guests to return to the room to rest, and do not help the drunk guest into the room alone, but ask a colleague to help;
Put the trash can by the bed, and prepare toilet paper and mouthwash;
Make a cup of hot tea for the guests after asking for their opinions. If the guest is found to be destructive due to confusion, please #4. Ask the security department, the assistant manager of the lobby or the duty manager to assist in uniforming.
Pay close attention to the movement in the room to prevent damage to the items in the room or fire caused by guests smoking.
If there are special circumstances, please check in with the assistant manager of the lobby or the manager on duty.
5. Found that guests are using electrical appliances in the room
The room attendant should politely explain to the guests the unsafe factors of using in the room;
If the guest needs to dine in the room, tell the guest that the hotel has room service;
Report the situation to your boss promptly.
6. The customer asks the waiter to buy medicines on his behalf
First of all, politely explain to the customer that you cannot buy medicines on your behalf;
Recommend hospitals or medical offices near the company to customers;
If the guest does not want to see a doctor and insists on letting the waiter buy medicines for him, the room attendant should notify the assistant lobby manager or room manager in time.
7. Found guests quarreling and fighting in the room
Immediately report to the assistant lobby manager and the security department;
Persuade both parties to leave the scene;
closely monitor developments;
keep handover records;
Check the guest room at an appropriate time, if any equipment or items are found to be damaged, they should report to the assistant lobby manager in time to claim the guest.
8. When a client pesters you
When the guest is entangled with you, as a waiter, you should not ram the guest with impatient and impolite words and deeds;
To find a way to get rid of the entanglement of the guests, other waiters should take the initiative to cooperate and let the entangled employees do other work to avoid the entanglement of the guests;
When a person is on the floor and cannot leave the scene, language art should be used to politely get rid of the guests. For example, “I’m really sorry, if I have nothing to do, I have to do other work, please forgive me.” Then find some work nearby, such as vacuuming carpets, doing sanitation, etc., to get rid of the entanglement.
9. The guest is not in the room and the phone rings in the room
The waiter should not answer the phone at this time because:
The guest rents this room, and the right to use the room belongs to the guest;
Consider maintaining the privacy of guests;
Avoid misunderstandings.
03
Hotel emergencies
10. Encounter a temporary power outage
Room service staff should remain calm;
Clean the aisle, and push the work truck and vacuum cleaner placed in the corridor to the nearest empty room;
If the light is not enough to clear the aisle, the floor foreman should instruct the waiter to stand next to the work car or vacuum cleaner, and guide the guests in time;
The floor foreman uses a flashlight to explain to the inquiring guests and advise the guests not to leave the room;
The room manager and supervisor should find out the reason for the power outage and the time of the outage from the engineering department, and communicate with the front desk in time so as to do a good job of explanation;
After the normal power supply, you should conduct a comprehensive inspection of the area to which you belong to check the safety situation after power transmission.
11. Found a fire on the floor
First of all, keep calm. If it is a small initial fire, you should immediately call other colleagues and take the nearest fire extinguisher to put out the fire;
Report to the company fire center and hotel front desk;
After the company’s fire brigade arrives, follow the command of the commander, sound the fire alarm, and urgently notify the evacuation of the guests;
Scientific escape and evacuation according to fire training knowledge;
If the fire spreads, immediately call “119” to report to the Public Security Fire Department.
04
Room hygiene and equipment problems
12. When preparing to clean up the room, the guest is in the room
The guest should be politely asked if the room can be tidy at this time;
During the cleaning process, the door should be fully opened; during the cleaning process, the movements should be light and fast;
If the guests have questions, they should politely look at the guests and answer;
In case of visitors, you should take the initiative to ask the guests if they can continue to clean up;
After cleaning, you should apologize to the guest and ask if you need other services, then exit the room and close the door softly.
13. While cleaning the room, the guest came back
First, politely ask the guest to show the room key card and confirm that this is the guest’s room;
It should be indicated to the guest whether the room will be cleaned later;
If cleaning can continue, it should be cleaned up as soon as possible so that guests can rest.
14. Accidentally damaged the guest’s things when doing hygiene
When cleaning the room, we should be careful, especially the things that the guests put on the table should not be moved. When it is necessary to remove it, it should be handled with care, and the cleaning should be put back in its original place;
If you accidentally damage the guest’s belongings, you should report it to your superiors truthfully, and take the initiative to apologize to the guest (if the items are valuable, you should be accompanied by a supervisor or manager), and admit your fault: “I’m really sorry for accidentally damaging you. things that cause you to suffer losses, I am really sorry”;
Solicit the opinions of the guests, and when the guests demand compensation, they shall be compensated according to the specific circumstances.
15. The guest requests an extra bed
First, ask the guest if he has gone through the extra bed procedure at the front desk;
If you have gone through the extra bed procedure, you should ask the guest to wait for a while, then check with the front desk, and provide extra bed service immediately after confirmation; if the guest has not gone through the formalities at the main desk, you should explain to the guest that the extra bed should go to the main desk to go through the formalities first. , take the initiative to help the guests to contact the head office;
After the guest has completed the formalities and received the notification from the front desk, the guest should be provided with extra bed service immediately.
16. The guest reports to you that the room equipment is unavailable
First of all, you should immediately go to the room for on-site inspection;
If it is a guest who will not use it, you should take the initiative to introduce the use method to the guest;
If it is an equipment maintenance problem, an apology should be made to the customer;
After obtaining the consent of the guests, immediately notify the maintenance personnel to enter the room for maintenance;
After the repair is completed, the customer should also be asked whether they are satisfied with the repair results.
05
customer service
17. When guests ask difficult questions
In addition to having a good service attitude, skilled service skills, and rich business knowledge, the waiters also need to be familiar with the company’s general situation and social conditions. In this way, we can try our best to avoid the phenomenon that it is difficult for us to answer when the guests ask questions;
If you encounter a question that you are not sure to answer, please ask the guest to wait for a while, and you can ask for advice or inquire before answering. If you still can’t answer after trying your best, you should give an answer to the guest, and explain patiently and apologize;
Questions raised by guests cannot be answered with words such as “I don’t know”, “I don’t understand” or “I think” and “maybe”.
18. How should the important guests come to the hotel?
greeted at the gate;
The guest should be warmly guided to the guest room, and according to the guest’s situation, a brief introduction to the use of the guest room equipment;
Welcome tea according to the number of guests;
Arrange service personnel for 24-hour service.