In the process of hotel service, service personnel will inevitably encounter some thorny problems. So, how should they solve these problems? Below, I would like to share with you the thorny hotel service solutions, hoping to help you!

1. A guest was booked to your hotel by a travel agency. Because he was in a hurry, he couldn't remember the name of the hotel. He seems to remember your hotel, but he knows the group number and arrival and departure date. What should I do?

(1) Comfort guests

(2) Ask the guest's name, travel agency name, group number and departure time, and search in the group of this hotel first.

(3) If this hotel doesn't have this itinerary, call the travel agency and other hotels to find out.

(4) If you can't find it at the moment, you can arrange guests to stay in the form of individual guests and then continue to look for it.

2. A non-resident surnamed Chen told you that a guest living in your shop owes him a lot of money, and now Mr. Chen has no money to go back to Hong Kong. I hope you can check it for me, tell me the room number, and ask him to pay back the debt. Do you sympathize with this guest? How to handle Mr. Chen's request?

(1) expressed sympathy for Mr. Chen.

(2) Explain to Mr. Chen that you can't tell outsiders your room number without the consent of the residents.

(3) It is suggested that Mr. Chen solve the problem through legal channels.

(4) Contact the residents and ask if you can tell Mr. Chen the room number.

(5) Inform the security personnel to pay attention to the movements of Mr. Chen and the residents to prevent disputes. At the same time, pay attention to the consumption of guests to prevent ticket evasion.

When a foreign guest checked in at the front desk, he planned to stay for one week and paid all the room fees in advance. The guest stayed for three days and returned to China for some reason, but he asked not to check out, saying that another colleague of his company continued to live in this room today. What would you do?

(1) can agree to the guest's request, but ask him to write a written certificate and indicate the name of his colleague.

(2) Ask guests to pay their own miscellaneous expenses, and confirm who will pay their colleagues' miscellaneous expenses and overdue rent.

(3) Ask him how to deal with his letters.

(4) When his colleague comes, he has to go through the registration formalities and explain how to pay the fee.

(5) Change the information, and generally keep the information of the original inhabitants.

4. A Mr. Zhang came to check in. He booked two rooms, but his friend won't arrive until later. Mr. Zhang said that he paid for both rooms. He wants to help his friend register and get the key. What should you do?

(1) Explain to Teacher Zhang that I need to fill in and sign the registration card.

(2) Arrange for Mr. Zhang to stay, and you can pre-allocate his friend's room number.

(3) Please ask Mr. Zhang to indicate in the registration materials that his friend's expenses will be paid by him.

(4) When his friends check in, indicate in the registration materials that the expenses are paid by Mr. Zhang.

A foreign guest stayed in your hotel, and when he paid the deposit, he said that he didn't have enough cash, so his friend would bring money in the evening. What should you do?

(1) It is suggested that guests pay the deposit by credit card or traveler's check accepted by our store.

(2) If they don't have credit cards and traveler's checks, they can pay a part of the deposit first, and then make up it when their friends arrive.

(3) For those with little or no luggage, we should pay attention to their consumption to prevent evasion.

6. As a hotel receptionist with hundreds of rooms, what should I pay attention to when allocating rooms for guests?

(1) In principle, it is divided according to guest requirements and hotel room conditions.

(2) Guests with special requirements are assigned rooms in advance.

(3) Important guests reserve the best room.

(4) The groups should be concentrated in advance as far as possible.

(5) Don't separate hostile guests.

(6) Individual guests and group guests should try not to be on the same floor.

(7) Consider the time connection between departure guests and arrival guests.

(8) Consider the number of guest taboos.

7. What if a group stays without a group visa?

(1) The group guests are very tired during the journey, so we should proceed from the convenience of the guests.

(2) Verify the group information and arrange the guests to check in first.

(3) If a guest enters the country in his personal capacity, he shall collect the guest's certificate together with the tour leader or accompanying personnel, and fill in the Registration Form for Team Check-in as required.

(4) If the group visa is lost, please ask the team leader and escort it to the relevant department for replacement.

8. A guest in your hotel asked to check out at around 8: 00 the next night, but he didn't want to pay more rent, because he had to fly at 10: 30 that night and would spend money in the hotel restaurant before checking out. How will you handle this matter?

(1) Depends on the room rental and guest status.

(2) Ordinary guests don't want to pay more rent. If the room is not tense, they can put it off until 5 pm and help them check their luggage. If they persist until 8 pm, they will charge at least half a day's rent.

(3) For the elderly, the infirm, the disabled, VIP regulars, etc. You can ask the manager on duty to sign and exempt them from overtime rent.

9. The guest of a room in your hotel didn't come back, and now someone who claimed to be with him came to get the key of this room. He said that the tenant asked him to discuss something important and asked him to wait in his room first. What would you do?

(1) Find out whether the residents have explained this matter.

(2) If the guest doesn't explain, refuse him to enter the room, explain the hotel regulations and let him wait for the guest to come back.

(3) Leave a message to the guests, telling them about their return, suggesting that they explain in advance next time.

(4) Inform the guest that the guest has returned and apologize to the guest.

10 A miss Li who came to stay claimed to be the manager of a foreign company in Beijing. Her company has an agreement with your store and has asked the secretary to book a standard room for her in your hotel, but you can't find a reservation. What would you do?

(1) Apologize to Miss Li, and know the name of the company, the price of the agreement, the name of the signatory of the agreement and the name of the subscriber.

(2) If there is no objection, check in at the agreed price.

(3) If the check is wrong, arrange the guests to stay in the form of individual guests first.

(4) Explain the price difference to Miss Li, and ask her to contact the company and the room reservation person to adjust the price after checking.

(5) At the same time, contact the marketing department to make a reservation.

(6) Do a good job of succession, so as to change relevant information the next day.

1 1. Some guests feel that the room price is too expensive when they check in. He said it was cheaper to buy a house through a travel agency a few times ago. Why can't he charge according to the price of the travel agency? How to explain it?

(1) The retail price is different from the contract price of the travel agency. The travel agency has a contract with the hotel to sell a large number of rooms for the hotel every year, so there is a big discount.

(2) Because the guests stay for many times, they can be given a certain discount according to the situation.

12, a guest came to check in, saying that he was a guest of a tour group and arrived one day in advance, without reservation. There were still vacancies in the hotel at that time. What should you do?

(1) First, arrange guests to stay in the form of individual guests.

(2) Explain the price difference to the guests.

(3) Ask the group number, and indicate the guest has checked in on the group list.

(4) If the guest's current housing is different from the housing booked by the group, make an appointment with the guest to transfer the next day.

(5) Do a good job of hand-over so as to change relevant information the next day. When the team arrives, timely notify the guests to accompany and lead the team.

13. When the guest fills in the registration card, he only signs his name and doesn't want to fill in other contents, saying that he can pay a large deposit, and the hotel can trust him completely. How to deal with this?

(1) Explain to the guests that it is the rule of the Public Security Bureau to fill in the registration card when checking in, not to distrust the guests.

(2) Filling in the registration card is beneficial for us to provide good service for our guests.

(3) If the guest does not want outsiders to know his identity. We can keep all the information of our guests confidential.

(4) If the guest is too troublesome, we can fill in other contents for him.

(5) Make a good record of the guest's history, so as to pre-register the relevant contents for the guests when they check in next time.

14. The guest claimed that he had booked a room in the travel agency and paid all the expenses, but we can't find the reservation information at present. What should you do?

(1) Ask the guest about the detailed reservation.

(2) Further check whether we have missed the reservation.

(3) If the guest has the reservation credentials of the travel agency and the travel agency has a contract with our store, you can arrange for the guest to check in first and then contact the travel agency for confirmation.

(4) If the guest doesn't have any documents, contact the travel agency for confirmation.

15. A guest said that he left the store today, but he will come back in a few days. What should you do if he wants to keep his present room?

(1) Ask the guest whether to pay the rent when he is away for a few days.

(2) If paid, please ask the guest to pay the rent, protect the luggage in the guest's room, and ask the guest to take away or put valuables in the safe.

(3) If the guest is unwilling to pay the rent for a few days, ask the exact date of his return to the store, place an order and indicate the room number.

(4) Make a good change. This room can only be allocated to guests who leave the store before the original guests return.

16. When a foreign couple checked in at the front desk, their three children were shouting and chasing in the hall. What should I do as an assistant manager in the lobby?

(1) Noisy chasing by children in the lobby will have adverse effects.

(2) Politely discourage children.

(3) Ask parents to look after their children.

17. A guest who had evaded payment before asked to stay in your hotel. What should you do?

(1) Please pay off the arrears before moving in, but pay attention to language skills.

(2) collect the guest's consumption deposit.

(3) Pay attention to the guest's movements to prevent evasion again.

18. According to the hotel regulations, you must dress neatly when entering the hotel. A foreign guest walked into the hall with a backpack and shoes on. What should I do?

(1) Politely explain the hotel regulations to the guests and advise them to change their shoes before entering the hotel.

(2) If guests come to eat, shop or visit, they can keep their backpacks.

(3) Apologize for the inconvenience caused to the guests.

19, a hotel guest complained to the assistant manager in the lobby that the security attitude was bad and he was not allowed to sit on the stair railing and take photos. What should be done about it?

(1) Apologize to the guests.

(2) Explain the hotel regulations to the guests.

(3) Find out the situation. If the security attitude is not good, we should criticize and educate.

20. One morning, you received a long-distance call from an American company, asking to reserve a room for an employee of their company, who planned to stay in your hotel that day. I hope the hotel will arrange someone to pick you up and put flowers, fruits and letters of commendation from his company in the guest room to celebrate the birthday of the guests. How did you handle it?

(1) Thank you for your trust.

(2) Ask for details and specific requirements.

(3) Confirm how the other party pays.

(4) Arrange to pick up the car and place flowers, fruits and tribute letters.

(5) The hotel expresses birthday wishes to the guests.

2 1, a guest who just stayed in your hotel asked to keep his room number confidential, and suggested that all domestic calls should be ignored and only Hong Kong and international calls should be answered. At present, Mr. Liu, who claims to be a long-distance call from Hong Kong, called to find this guest, but you can't confirm whether the situation was true at that time. What would you do?

(1) Learn as much as possible about Miss Liu.

(2) Call the guest and let him decide whether to answer the phone.

(3) If the guest is not here, you should first refuse Mr. Liu and leave a message for the guest to explain the situation. When the guest comes back, ask if you can tell Mr. Liu his room number.

22. One morning, due to the carelessness of the bellboy, the luggage in one room of the tour group was lost. When it was discovered, the tour group had flown to City A and stayed there for two nights. What should you do?

(1) Contact the escort of the group and find out the hotel where the group stayed in City A. ..

(2) Check the baggage to City A by the fastest flight.

(3) Inform the team to accompany them, ask them to take the luggage and tell the guests that we are sorry.

(4) Educate and handle bellmen.

23. What do you do when you find two unclaimed luggage in the lobby?

(1) Ask the front desk staff for information first.

(2) In order to protect the property of the guests, you can put it in the storage room first and check the deposit.

(3) Find the owner according to some clues on the luggage.

(4) Notify the relevant service department of the luggage situation, so as to inform the seeker in time.

(5) When the owner comes to claim it, check it carefully and write down the receipt.

24. What if the luggage is delivered to the room and the guest says there is still a shortage?

(1) Asking about bad luggage.

(2) immediately know whether there is a mistake sent to other rooms.

(3) Send it to the room as soon as it is found.

25. One day, a group guest who just checked in called and said that the luggage in his room was wrong. What should you do?

(1) Understand the size, shape, color and other characteristics of guest luggage.

(2) Have you ever sent similar luggage to other rooms?

(3) Adjust the luggage as soon as possible.

(4) If it cannot be found, notify the supercargo, find out the reason and solve it as soon as possible.

26. At noon one day, a guest who had booked your hotel room asked the hotel representative who came to pick him up to send his two pieces of luggage back to the hotel first, and then take them back after he went back to the store to check in at night. What should you do?

(1) Know the luggage situation. Please bring valuables or cash with you, and handle fragile items with care.

(2) Check the damage of luggage.

(3) Fill in the luggage storage card, put it on the luggage and pick it up.

(4) Carry the luggage back to the hotel for storage, and do a good job of handover.

27. A guest in your hotel gave you a package when he checked out, and asked you to give it to his friend Mr. Huang, saying that Mr. Huang would pick it up tomorrow. What should you do?

(1) Know the types of articles, valuables) Prohibited articles can be refused to be handed in.

(2) Please write down the power of attorney, indicating the name, quantity, name and contact address of the consignee and sign it.

(3) Check whether the power of attorney is consistent with the articles of association.

(4) When Mr. Huang comes to pick up something, he will show his valid certificate, write down the receipt, and copy the certificate if necessary.

28. What should I do when the guest asks to mail or check the luggage on his behalf?

(1) Learn more about mailing or consignment items.

(2) Contact relevant business departments to find out the specific procedures, expenses, arrival time and special requirements.

(3) Ask the guest to write down the power of attorney for mailing or consigning, including the name and quantity of the goods consigned for mailing or consigning, the name of the parcel recipient, the detailed address or company name, the guest's name and contact address. Open and inspect the mailed or consigned articles, and it is forbidden to send or deliver prohibited articles.

(4) Respond to guests in time and settle accounts and bills.

(5) Apologize to the guests, explain the situation and put forward positive suggestions.

29. How to deal with the letters of departing guests?

(1) Check whether the guest has explained how to handle the post-departure mail. If so, do as the guest says.

(2) Express mail and express mail should be returned as soon as possible without explanation.

(3) For ordinary mail, you can temporarily store it for a period of time, and you need to check again every day to see if this guest is staying.

(4) If there is still no such guest in the temporary storage period, the return formalities shall be handled.

30. A hotel guest said that he had just accidentally lost his passport. What should you do?

(1) Comfort the guests.

(2) Know the guest's name, room number and details of the lost passport.

(3) look in the store.

(4) Help the guests to report the loss to the local police station, apply to the exit-entry administration department of the Public Security Bureau for a report of the loss, and then apply for a new passport to the host country, embassies and consulates in China.

(5) record the details of the guests, so as to have something to contact.

3 1. A guest came to report that his room key was lost. What should you do?

(1) The seriousness of the key loss is a threat to the personal and property of the guests.

(2) immediately destroy the room key in the computer business card printing machine to prevent accidents.

(3) Search further to see if anyone has found it.

(4) Inform the Finance Department to check the personnel who sign the bill with the key card.

(5) If the guest still feels unsafe, help him move the room.

32. A guest reported that the key to the hotel safe was missing. What should you do?

(1) Go to the store first.

(2) If no one finds it, write down the details of the guest and ask him to show his room key, valid certificate and "safe use registration card" for verification.

(3) After verification, the guest shall pay the lock replacement fee according to the regulations.

(4) Ask the locksmith to break the lock in front of the guests and open the box.

(5) After unpacking, please check the items. If items are updated, they can be stored in another safe for guests.

33. What if a guest accidentally falls down in the lobby corridor?

(1) should immediately come forward to help the guests and ask if they are injured and show concern.

(2) Depending on the injury of the guest, decide whether to send the guest to the infirmary or ask the doctor to go to the scene for treatment.

(3) maintain the scene and order.

(4) Find out the reason. If there is something wrong with the hotel facilities, you should apologize to the guests and pay the medical expenses.

(5) Repair the problematic facilities to prevent similar accidents from happening again.

34. A foreign journalist asked you to express your views on a domestic political issue and said that it would be published in a magazine. What should you do?

(1) politely refused the guest's request.

(2) Please contact the public relations department for the interview.

35. A guest complained to you that when he returned to his room after breakfast, he found a stranger in the room. Although he didn't lose anything, he didn't feel safe in your shop. What should you do?

(1) Apologize to the guests.

(2) Understand the detailed process and the situation of strangers.

(3) according to the situation, ask the front desk, guest room, security and other departments to investigate.

(4) Feedback the results and handling opinions to the guests in time, and apologize again.

(5) Make records and report to leaders to prevent such problems from happening again.

(6) If the guest still feels unsafe, he can change rooms.

A guest came to report that he lost his camera while playing in the shop yesterday, but he can't remember where he lost it. He will return to Hong Kong today. Please help him find it. What should I do?

(1) Ask the guest's name, room number, brand and features of the camera, and the places he visited yesterday.

(2) Contact various departments to see if there is any seizure.

(3) If the guest has not found it when he leaves the store, the security department will check and issue a certificate of loss.

(4) Leave the contact address of the guest, so as to have something to contact.

One day, the airport representative of the hotel met the guests at the airport exit, booked the flight of Room Times according to the guests, and held a welcome card with the guest's name written on it. But you can't wait for guests. What should you do?

(1) Find out whether the guest is stuck at the airport for some reason.

(2) Contact the hotel to see if the guest has returned to the hotel.

(3) Please ask the reservation department to contact the guest according to the communication number left by the guest when booking the room to see if the guest changes the itinerary.

(4) If conditions permit, please directly check with the relevant civil aviation authorities whether the guests arrive on this flight.

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Hotel service etiquette

The overall appearance of employees is natural, generous and decent, in line with work needs and safety rules, full of energy, full of vitality, clean and tidy.

(1) hair

Wash your hair frequently and have a haircut; Neatly combed, no dandruff, no sundries, no hair dye, no perm, no weird hairstyle.

(2) hairstyle

The front does not cover the eyes, the side does not buckle the ears, and the back does not pass the collar. Leave the sea in front, but don't leave eyebrows, don't leave shoulders behind, and don't leave shawl hair.

(3) Hair accessories

Hair accessories are black or natural colors similar to hair.

(4) Face

Face, neck and ears are absolutely clean, no beard, no nose hair in nostrils, and no peculiar smell in speech and teeth. Face, neck and ears are absolutely clean. Light makeup before going to work (elegant and natural), no heavy makeup, no odor.

(5) body

Before going to work, don't eat smelly food, don't drink alcoholic drinks, take a bath frequently, and have no body odor.

(6) decorations

Jewelry (necklaces, earrings, bracelets and exaggerated headdresses) is not allowed, only watches, famous brands and wedding rings are allowed.

(7) Dress

Wear uniform work clothes, corresponding tie, bow tie or ribbon. Work clothes should be clean, flat, free of dirt and dust, with wireless heads and buttons fully buckled and untidy. The work number plate should be worn on the left chest and cannot be skewed. Don't roll up your sleeves and pants; You can't put anything in your pocket, especially the collar and cuffs of your coat pocket should be clean.

(8) Underwear

Underwear should not be exposed, keep solemn.

(9) hand

Nails should be trimmed, without long nails, kept clean and washed frequently.

Female employees should not wear colored nail polish, keep their nails clean and wash their hands frequently.

(10) shoes and socks

Wear black leather shoes with shiny surface, no dust and no damage, black socks, black leather shoes or cloth shoes, clean surface, and flesh-colored pantyhose without hanging edges, breakage and slippage.

PS: When the equipment needs to be tidied up in the public * * * venue, you should go to the toilet or workshop that the guests can't see, and don't tidy up in front of the guests or in the public * * * venue.

Hotel service slogan

First, the green sunshine is pastoral, and healthy accommodation is always fragrant.

Second, full of green, extraordinary taste!

Third, the quality speaks for the green sunshine, and the service achieves the boutique hotel.

Fourth, the green sunshine hotel chain green sunshine brings you high-quality enjoyment!

Five, green sunshine, comfortable and comfortable!

6. A new model of hotel chain, with green sunshine as the benchmark.

Seven, more comfortable, energy saving and environmental protection.

Eight, green sunshine warms the heart, and life is home everywhere!

Nine, green all over the world, sunshine in my home.

Ten, green sunshine, make the journey warmer.

Eleven, dream of beautiful Xiaoxiang, the heart is green and the sun is shining.

Twelve, green sunshine hotel, green all the way.

Thirteen, green house, sunshine trip!

Fourteen, miss the sunrise and sunset, just to accompany you. Green sunshine, your travel companion.

Fifteen, green court, sunshine court!

Sixteen, the sunshine is free, the ecstasy is full, and the greenery is full.

Seventeen, the price of the express hotel, the honor of the star club.

Eighteen, green joy, sunshine smile!

Nineteen, close to the green, enjoy the sunshine.

Twenty years old, living here in spring and sunshine.

21. Life is green and life is sunny.

Twenty-two, dazzling every step of life, green sunshine, beautiful moments!

Twenty-three, I lived once, so I know!

Twenty-four, enjoy the mood of green and sunshine.

Twenty-five, business accommodation need not worry, green sunshine dream worry-free.

26, better than home, better than seven days; Green and elegant, your choice; Warm sunshine, my gift.

Twenty-seven, comfortable and fashionable, green sunshine.

28. Hide the space and enjoy it greatly.

Twenty-nine, green sunshine, green fashion!

Thirty, let every ray of sunshine in the morning wake up every cell of you.

Thirty-one, green sunshine hotel, sincere service unlimited.

Thirty-two, one incense and one post, enjoy the green.

Thirty-three, astral quality, enjoyment, new travel.

Thirty-four, green welcomes the world, and the sun is warm.

35. Satisfied hardware, comfortable service and considerate price.

Thirty-six, enjoy the heart experience at home, green sunshine hotel chain.

Thirty-seven, full of green, sunshine service!

38. Serve with your heart, love your home and enjoy the stars.

Thirty-nine, the journey is painless, and the green sun stops.

Forty, green sunshine, warm dreams!

Forty-one, green sunshine guests first, it is my business to help you out.

Forty-two, green sunshine, poetic journey!

Forty-three, star service wins the world, and the price of Huimin is10,000.

Forty-four, comfortable and healthy business cards, a model of rest assured life.

Forty-five, teach me how to think about her!

46, the same piece of green, * * * a piece of sunshine.

Wherever you go, there is a ray of sunshine with you.

Forty-eight, low-carbon life, Sunshine Journey.

Forty-nine, green sunshine, with the apartment.

Fifty, green sunshine, fashionable residence!

5 1. Don't go home this weekend.

Fifty-two, let you sleep in comfort, let you wake up in lingering.

Fifty-three, green sunshine, give you the feeling of exceeding expectations.

54. Green sunshine, the leader of boutique hotel chain.

Fifty-five, one carat quality life, green for you.

56, green sunshine, enjoy health.

Fifty-seven, dreaming of green sunshine, fascinated by the scenery of the hotel.

Fifty-eight, green home!

Fifty-nine, aerobic residence, you can soak it.

Sixty, comfortable and thoughtful, I am green.

Sixty-one, live comfortably, look at the quality!

62. Travel in Hunan and live in the green sunshine.

Sixty-three, keep green, and your heart is full of sunshine!

Sixty-four, the city can not lack green.

Sixty-five, don't worry about expensive, enjoy noble benefits.

Sixty-six, green sunshine, warm hometown.

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