The hotel's returning customers are gone? Think about whether you have stepped on these pits
01
When checking in for guests, the front desk receptionist couldn’t tell clearly about the facilities and orientation of the room, and was vague about other hotel consumption.
02
When booking a room for an individual guest, the promise to reserve a room for the guest is not clear or the shift is forgotten, resulting in the guest not being able to live in the desired room.
03
If individual customers make reservations until 6:00 pm, they should call the guest again to cancel the reservation clearly. Sometimes the guest may be only ten minutes or half an hour late. Generally reservations are regular customers, so we should actively serve such customers and not be rigid.
04
When checking out and checking out, the floor attendants were slow in rounding the room, which led to complaints from guests.
05
The hardware supporting facilities in the room cannot be used normally, such as the water is small and the air conditioner is not working. The ventilation in the bathroom is too loud, and the water is slow.
06
There are strangers knocking on the door or harassing calls at night.
07
The room smells and the sanitation is not up to standard. There are empty boxes for six small consumables.
08
The waiter checks out, knocks on the wrong door, does not knock on the door, or opens the wrong door.
09
The delivery service is too slow. After waiting for half a day, no towel or mobile phone charger was delivered.
10
The service knowledge is not comprehensive, and you don’t know anything when you ask, or you always have to ask the waiter or supervisor next to you.
11
Dialogue with guests lacks language art, such as meeting guests on the floor at noon and asking them if you are checking out?
12
Talking and doing things on the floor cannot be “three light”, which disturbs the guests who are still resting.
13
Restaurants open late or close early.
14
When the guests enter the door, they find that there are vacant seats but there is no service staff to lead them to the seats.
15
When the guests entered the restaurant, the service staff did not greet or greet the guests with a smile.
16
Found the tablecloths and chairs dusty or stained.
17
Broken or chipped glassware was found.
18
There are not enough dishes to choose from.
19
Customers waited for 3 minutes after being seated and no service staff took their orders or served them drinks.
20
The waiter got the customer’s order wrong.
21
The dishes were not fresh.
22
The service staff asked repeatedly: Who ordered this? What did you order?
23
A guest pays for fancy food or drink and gets generic substitutes.
24
The ashtray was full of cigarette butts and not replaced by the waiter.
25
In buffet service, customers wait for a long time to finish the dishes that need to be replenished.
26
Insufficient preparation of utensils or serving tools.
27
Confetti on carpet or floor not being removed in a timely manner.
28
Empty trays from room service were sitting in the hallway for over an hour without being cleared.
29
The service staff did not provide the same clean utensils after the guest’s utensils were dropped on the floor.
30
The bill cannot be clearly explained, and some discounted items should be clear.