37 'What to Do' Frequently Encountered by Hotel Room Service
1. What should I do if there is an urgent need to surpass the guests while walking?
When you encounter a guest walking in front of you while walking in the aisle, and you have an urgent need to pass the past, you should first say to the guest, “Sir (Miss), I’m sorry, please let me go.” Pass among the guests.
2. What should I do if I encounter guests with strange clothes and special behavior?
In the service, the personal hobbies and customs of the guests should be respected: the guests who wear strange clothes and walk in special manners are not allowed to watch, laugh or discuss, imitate or use nicknames.
3. What should I do if a suspicious person is found?
If you find a mysterious person in the guest room, you should approach the guest as soon as possible: “Hello, sir, what’s the matter with you? Which guest are you looking for?”
4. What should I do when I answer the phone on the floor?
When answering a call on a floor, you should first say hello and report the floor you are on: “Hello, floor X, can I help you with anything? When the other party asks your name, you should take the initiative to report. When answering the call, the voice should be soft and the volume should be high. Moderate, at the same time, listen patiently, answer accurately, and then say: “Goodbye” and hang up. If the other party makes the wrong call, say: “I’m sorry. Please dial XXX again. “
5. What should I do if I encounter a guest who has something to ask?
When a guest asks you at work, you should immediately stop what you are doing and greet them warmly. When a guest asks, the waiter should look at each other, concentrate and be patient, and listen carefully to show humility and courtesy. You should reply in detail to the guest’s inquiries, and you should not be ambiguous if you are not clear. If you are not satisfied, if you really do not know something, you should try to find out clearly before replying to the guest.
6. What should I do if I encounter a guest on the floor who wants to visit the room?
When you encounter a guest on the floor who wants to visit the room, you should politely tell the guest, let the guest go to the front desk for consultation, and the OK room will be given to the guest to visit by the notification from the front desk. When the staff receives the notification from the front desk guests to visit, they will visit the designated room and explain the various facilities in the room in detail. After the guest leaves, restore the furniture that the guest moved.
7. When the questions raised by the guests are difficult to answer or do not know what to do?
An excellent waiter, in addition to having a good service attitude, skilled service skills, and rich business knowledge, also needs to be proficient in the generalization of the company and the social situation, so as to avoid customers who ask questions that we do not understand and are difficult to answer. The phenomenon. The questions raised by the guests should be listened carefully and answered in detail. If you encounter questions that you do not understand or are unclear about, and you are not sure about answering the questions, you should ask the guests to ask the relevant departments or personnel for advice and then answer them later. If the questions raised are more complicated, If you can’t figure it out at once, you can ask the guest to go back to the room later, and then reply to the guest after clarifying it. If you still can’t answer after trying your best, you should also give the guest an answer, and explain patiently and apologize. In short, the question raised by the guest cannot be used. “I don’t know,” “I don’t understand,” or “I think”, “maybe” and other words to answer the guest.
8. What should I do when I am called by a guest to enter the room?
When being called by a guest to enter the room, the waiter should knock on the door first and call “HOUSKEEPING”. The guest responds and asks, “What can I do for you?” Suck it, don’t close the door, thank the guest when you let them sit, but don’t sit down, listen carefully to the guest’s instructions, stand straight, don’t look hopeful, leave immediately after finishing things, and don’t stay there. Stay in the room for too long, close the door gently when you leave.
9. What should I do if I meet a guest in the hotel area?
When encountering guests in the halls and corridors of the floor, you should take the initiative to say hello and give way. If you know the name of the guest, you should call “Mr. XX good morning (morning)!” When meeting in the morning, you should also smile and politely say “Mr. good morning (morning)!” When meeting guests in the hallway, you should also nod your head. Or say “hello”. You can’t just walk, turn a blind eye and show nothing. If it is a familiar guest who has not seen each other for a period of time, if they meet, they should say: “Mr. XX (Miss) is very pleased to meet you, how are you?” This will make the guest feel extra cordial.
10. What should you do when a guest entangles 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, the colleagues on duty 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 cleaning in the room and cannot leave the scene, he should use language art to gently get rid of the entanglement of the guests, such as: “I’m really sorry, if there is nothing else, I have to do other work, please forgive me.” Then make excuses. Find some work in the room. Such as vacuuming the carpet, making the bathroom, etc., if it does not work, you can hint to the neighbors to ask for help or ask the foreman to send someone, and leave temporarily for other work.
11. What should I do when I find that the guests are inconvenient?
When it is found that the guest is inconvenient to move and the guest’s room is far away from the service desk, if the housing situation allows, seek the guest’s opinion and contact the relevant department, and move the room to the elevator or near the workroom so as to take care of it. When guests go out or come back, they should take the initiative to press the elevator, open the door, and take the initiative to support to avoid accidents.
12. What do you do when a guest invites you to go out (play or eat)?
Staff should strictly abide by hotel discipline, not privately accompany guests to go out to play or eat, and politely decline when guests invite you to go out. Such as “I’m so sorry, I’m still studying tonight” “I’m so sorry, I have other things to do today” and so on. In short, depending on the actual situation, use language art flexibly and politely decline the guests.
13. What if the guests give you gifts or snacks or tips?
Due to our warm, courteous, active and thoughtful service, we have won the favor of the guests. In order to express their gratitude, the guests often like to give gifts or tips to the waiter to express their feelings. The waiter must first politely decline, and the language should be polite. Thank the guests for their kindness. If the guest must send it, it is really a kind of hospitality. In order to avoid misunderstanding and unhappiness caused by the rudeness, the waiter should temporarily accept it and express his gratitude, and then hand it over to the leader for handling and explain the situation.
14. What should I do if I receive a VIP reception notice?
The floor attendant received a notice from the VIP of the housing center, and should do a good job of VIP reception, prepare tea, tea cups and boiling water, and put them in the work room to prepare for the welcome tea. When a VIP guest arrives, greet the guest at the elevator entrance. After the guest comes out of the elevator, they should address the guest by their last name, and lead the guest into the room at the front.
15. What should the guests do when they first check in?
The guest has just checked in and entered the room. The waiter should take the initiative to greet the guest at the elevator or corridor and welcome the guest. When the guest enters the room, he should take the initiative to help him introduce the facilities and equipment in the room and the placement of the items. Location Introduce hotel restaurants, service facilities, entertainment facilities location and business hours to guests. Depending on the situation of the guests, if the face is very tired, the main thing is not to disturb the guests, exit the room and gently close the door.
16. What if the guest requests to change room?
When a guest requests a room change, the waiter should understand the reason for the guest to change the room, whether the room is too small or too large, the location is not good, or there is a problem with the room facilities or other reasons, and contact the front desk in time to try to adjust the appropriate room for the guest , If the room cannot be changed when the room is high, please explain to the guests patiently, and say that it will be replaced as soon as there is a vacant room. If the guest says that the change of room is due to a problem with the facilities of the room, in addition to changing the room for the guest, it should also be repaired in time to maintain the guest’s reputation, improve the use of the room, and improve economic benefits.
17. What should I do when I find that the equipment is damaged or not operating normally when cleaning the room?
During the cleaning of the room, the attendant should clean up the dust and check the integrity of various equipment. If there is any damage or abnormal operation, the maintenance personnel of the engineering department should be notified in time to repair to ensure that the facilities and equipment in the room are in good condition. and safety level.
18. What should I do if I hear that a guest wants to enter the room during the cleaning of the room?
When cleaning the room, if you find that a guest wants to enter the room, you should ask the guest if he has anything to help, and ask the guest to go outside the room; if it is a house, ask whether the guest is a guest of the room, such as “Do you want to live in this room? For the safety of the room, can you cooperate with me to check your identity in accordance with the hotel regulations?” And ask the guest to swipe the room card from the door lock, if the green light is on, it means the tenant, and thank him for his cooperation; if it is a red light If it is not bright, the guest should be asked to show his ID card for verification. If it is not the tenant, he should politely ask the guest to go out.
19. What should I do if the phone rings in the room being cleaned?
When the waiter hears the phone ringing while cleaning the room, if it is an unoccupied room, you should pick up the phone and say, “Hello, floor X, do you need any help?” Don’t pick up the phone privately, to prevent the other party from mistaking you as a guest. Maybe which call is not important to us, but it may be related to the guest’s gain or loss. In order to avoid unnecessary trouble and respect the guest’s treatment of the room Usage rights, we should never answer.
20. What should I do if I find that there are few items in the room when cleaning the room?
When cleaning the room, it is found that there are fewer items in the room, and the name and quantity of the items should be recorded on the hygiene class report in time. If you are staying in a guest room, you should carefully check whether the guests put items in the drawers or corners, but do not look through the guests’ luggage. If you can’t find it again, ask the guest: “Hello, Mr. (Miss), because I found that XXX was missing when I was cleaning, do you remember where to put it?” If the guest is not there, write a message sheet and put it in the room , and confirm again after the guests come back. If there is really no items in the guest room, you should politely ask whether you have taken it into the companion room or taken away by a friend who came to play, and tell you that you need to compensate a certain fee according to the hotel’s regulations.
21. What should I do if I find that the drinks are consumed when cleaning the room?
If you find that the drinks are consumed by the guests when cleaning the room, you should promptly notify the desk to make up for the drinks at check-out. If there is a shortage of drinks in the room, you should first report it to the housing center to enter the bill, and then fill in the bill for the guests to sign and confirm. And fill up the drink.
22. What should I do if there is a problem with checking the guest clothes when filling out the laundry list?
When opening the laundry order, check whether the guest clothes are tattered, oily or have lost buttons. If found, explain to the guests, but pay attention to language art, such as: “Mr. Do you have any more? Let me pin it for you first, okay?” The purpose is to explain to the customer that the customer’s clothes have holes and buttons before they are washed. superior. If there are holes or oil stains, it should be indicated on the laundry list to avoid unpleasant friction with the guests after washing, and it also reflects the seriousness and thoughtfulness of our work. When opening a laundry list, in addition to checking whether the clothes are tattered or missing buttons, it is also necessary to check whether there is money left by the guest in the pocket. Register well, keep it properly, report to the foreman or supervisor, and return it to the guest in person when the guest returns.
23. What should I do when the guest requests to provide laundry service?
When the guest asks the waiter to provide laundry service, if it is invalid to recommend the guest to go to the self-service laundry room to wash the clothes, first of all, he should confirm the laundry time with the guest, such as when to send it back to the guest’s room, and then take the guest’s room to collect the clothes. When collecting the clothes, check the number, type, color and damage of the clothes, and record them one by one on the laundry list. Finally, the guest confirms the signature. If it is a room that cannot be charged, you should first explain to the guest that you need to collect cash when the clothes are returned.
24. What should I do when I hear the guest say check out in the corridor?
When the guest tells you to check out, he must first say to the guest, “Hello, Mr. (Miss), please go to the front desk to settle the bill, and we will go to your room to check out immediately.” When the guest leaves, you should notify the floor counter immediately. Go for a room inspection. You should not ignore the guest when they say they want to check out or just say “OK” without notifying the guest to go to the front desk to check out, or tell the desk to check the room, which will easily cause the guest to leave without going through the check-out procedure. shop.
25. What should I do if I find that the room items are missing after checking out?
When checking out, it is found that there are few items in the room, so you should carefully search the corners and cabinets of the room. If you can’t find it for a while, you can call the front desk first, and ask the front desk staff to remind the guest to recall where the items are placed. Worker number of the other party.
26. What should I do when I check out and find that the rented mahjong is missing?
When checking and checking out, it is found that the guest has rented mahjong. You should call the cashier at the front desk and ask the guest to wait for a while, and then count the mahjongs or code them into the mahjong box. The number of mahjongs is 146 or one box is missing 4. Particles will do. If you find that the child is missing, you should immediately ask the guest if it was lost in that place, and we did not find it after careful searching. If it is indeed lost by the guest, it should be reported to the front desk and claimed the full price.
27. What should I do if the cotton fabrics are found to be contaminated when checking out?
When checking and checking out, it is found that the cotton fabrics in the room have been contaminated by guests. If red wine, soy sauce and blood stains are contaminated within a certain period of time, they can be washed away with medicament. The pollution that cannot be removed (it can be diluted under the faucet), you need to claim the full price from the guests.
28. What should I do if I find that an employee is “playing the radio” when communicating with colleagues in the corridor but the distance is too far?
It is not appropriate for employees to speak loudly and “play the radio” when communicating with colleagues at a distance. After finding out, they should stop them in time, and persuade them to speak in front of the other party, so as to avoid affecting the rest of the guests and disrupting the quiet environment.
29. What should a guest do when they report that they have lost their belongings in the room?
If the guest reports missing items in the room, the waiter should learn more about the original location of the guest’s lost items, when they were found, the name, quantity, type, model and color of the items. And ask the guests to carefully recall whether it may be placed outside the room after use, or accidentally dropped on the bottom of the bed, under the sofa or in the crevice, and should be carefully looked for anywhere in the room. If the lost item cannot be found or the price is high, you should immediately report to your superiors and ask for the assistance of security guards in reconnaissance.
30. What should I do if the room needs to be tidy up during VIP reception?
During VIP reception, the VIP needs us to tidy up the room during the use of the guest room. When the guest leaves the room, the on-duty cleaning guard will enter the room to clean and replace the clean water in the wash basin used by the guest with clean water. Make the bed you slept on, clean up the rubbish in the room and clear the tea cup and ashtray. Wash and wipe down used bathroom booths, washbasins and toilets.
31. What should you do if the customer loses his temper and scolds you when you are serving the customer?
It is their own responsibility for the waiter to receive guests. Even if they are scolded by the guests, they should also receive them well. When a guest loses his temper and scolds you, keep a calm mood, carefully check whether there is any inadequacy in your work, and then make a polite explanation and apology after the guest is calm, and never quarrel with the guest. If the guest’s anger has not subsided, they should report to the leader in time and let the leader solve it.
32. What should I do when I answer the phone at the service desk and a customer comes to the front?
When the employee is answering the phone at the service desk and a customer comes to the front, the waiter should stand up straight and nod his head to show hello to the customer and ask the customer to wait for a while. At the same time, end the call as soon as possible, so as not to make the guests wait for a long time and become bored. After putting down the receiver, first apologise to the guests: “I’m sorry for making you wait for a long time.” You can’t turn a blind eye and show no expression because you are on the phone and the guests come to the front. , to snub guests.
33. What should I do if a guest needs special service?
When there are individual guests who need special (erotic) services, the waiter should not be embarrassed to speak out, but should generously refuse to provide guests with such requirements and information, and politely explain to the guests that the hotel does not have such services.
34. What should I do if a guest walks by while the public area on the floor is being cleaned and sanitized?
Clean and hygienic in the public area of the floor, when a guest is found walking by, the waiter should immediately stop the work at hand, and greet the guest politely with a smile on his face.
35. What should employees in the middle and night shifts do when they find a drunk guest?
Room attendants should concentrate when they go to work, pay attention to the dynamics of customers at any time, and do their service work appropriately. If a guest is found drunk in the room or drunk outside, they should:
(1) Take the initiative to send hot towel and melted tea, or ask for the opinions of guests to send hangover drinks;
(2) If the guest vomits, the vomit should be cleaned up in time;
(3) After the guest has a quiet rest, the waiter should observe the guest’s dynamic diligently, and prevent the accident from happening after the guest is drunk through meticulous and thoughtful service;
(4) Report to the leader in a timely manner.
36. What should I do if I find that the door of a room is open during the building inspection process?
During each shift, employees will often find that the doors of some rooms are open. At this time, if the voice of the guest in the room or the TV is found to be loud, the waiter should politely remind the guest for fear of affecting the rest of other guests. Turn the sound down or the TV volume down, or close the door. If you find that the guest in the room with the open door is asleep or not in the room, you should gently close the door to prevent thieves from taking the opportunity to steal and cause property damage.
37. What should I do when I am complained by the guests in the process of opening the door for the guests?
In the process of opening the door for the guests to check the identity, if a guest complains that the waiter’s procedures are too cumbersome or slow, it will show an impatient look, and will be rude to the waiter. What should you do then? As a hotel employee, all operations must be performed in accordance with the hotel regulations. When opening the door to a guest, the identity of the guest must be checked before opening the door. When checking the identity of the guest, the waiter should politely ask the guest to cooperate. Once the guest finds the incomprehension and impatience of the guest, he should explain it to the guest in euphemistic language in time. This is to ensure the safety of the guest room. Be sure to cooperate. Don’t open the door to the guest because of the guest’s complaint and be afraid of trouble without checking it. You can’t show your unhappy emotions, and you can’t use blunt words to ask the guest to cooperate.