#酒店 ##酒店人#
36. What should you do if a guest slips and falls?
A: I) After the guest slips and falls in the hotel, the waiter should take the initiative to help. Contact the doctor in the infirmary for treatment, and if the injury is too serious, the doctor will decide to send the patient to the hospital for treatment. 2) According to the personal accident insurance purchased by the guest at the time of check-in and the feedback to the insurance company, the insurance company salesman will implement the factual reason for the compensation of medical hospitalization expenses. 3) The department sent people to the hospital to comfort the patients and notify the families of the injured guests in time. 4) Do a good job of prevention, provide guests with low slip, check the handrails, and strengthen anti-slip facilities and supplies. Check in the bud.
37. What should you do when a visitor is looking for a guest who is not there?
Answer: 1) Floor attendants cannot bring visitors into the room without the consent of the guest. 2) The guest has explained in advance and will do it according to the guest's requirements. 3) If the guest is not there, please wait in the café or lobby, or leave a message, and the waiter will transfer it to the guest and visit again at another time. 4) The waiter's attitude should be kind, the language should be cordial, and the visitors should not be cold and slack, and should know that respecting the visitors is respecting the guests.
38. What should I do if I find a leak in the bathroom water tank?
Answer: the awareness of water conservation should be firmly established, when hearing the leakage of the water tank, the cause should be immediately found out, to be eliminated or reported to the hydraulic maintenance personnel upstairs for maintenance, otherwise it will affect the rest of the guests and cause great waste.
39. What do you do in case of property damage?
Answer: The compensation system includes two aspects: first, if the hotel guest accidentally damages the hotel property, the relevant department of the hotel should determine the amount of compensation for the value of the property and the degree of damage, and claim compensation from the guest. Second, if the hotel staff accidentally damages the property, the compensation fee should be appropriately charged according to the actual situation, and the necessary education, criticism and warning should be given.
40. There is a regulation on the number of times you enter the house to clean every day, what should you do?
Answer: At present, hotels in mainland China generally use the two-room system, that is, the routine inventory of guest rooms during the day and turndown service at night. Of course, regardless of the number of rooms, once guests need to tidy up their rooms, we should try our best to meet their needs, VIP guests and guests staying in suites should enter the room three times a day, or even four rooms.
41. What should you do if you have a turndown service at night?
Answer: The content of turndown service has three tasks: turndown, room cleanliness and bathroom tidying, which is an elegant and cordial form of customer service, which has three meanings:
(1) Turndown for guests to rest. Fold the bedspread to prevent it from entering the luggage compartment and pull the sheets and blankets at a 45-degree angle.
(2) Clean up the environment so that guests feel comfortable and warm. Pull back the curtains, clean up the tea soot, take out the garbage, set up the slippers, spread the towels behind the bath and open the turndown.
(3) Indicates the welcome and courtesy specifications of the guests.
42. What should I do before selling the room after a few days of vacancy?
Answer: 1) Open the window and ventilate; 2) Wipe the furniture equipment and furniture dust with a clean rag. 3) Put hot and cold water in the bath and basin and water in the toilet until it is clear.
43. What should I do if I lose my guest key?
Answer: If the guest key is lost, the cause of the loss should be checked immediately, and necessary measures should be taken to deal with it in time to ensure the safety of the guest's life and property. The housekeeping manager should personally find out and report to the duty manager, change the IC card password, modify the computer program, and urge the waiter to recall and make records.
44. How many notebooks are in room service and what should you do when filling them out?
Answer: The housekeeping department has developed a full-day duty record book, a guest registration book, a leftover items registration book, a room inspection record book, an equipment maintenance book, a room cleaning record book, a cloth cover washing registration book, and a declaration book for the use of items. These records are regular, extensive, authentic, and massive, and in order to ensure that the original records are reliable, they must be filled in conscientiously as required.
45. "Green Hotel" is a new thing that is currently promoted by hotels, what should you do?
A: People call environmentally friendly hotels "green hotels". It is to reduce consumption and reuse resources, and to avoid the use of substances that pollute the environment. Floor attendants should pay attention to the use of detergents. Pick up the garbage items that can be collected. Saving electricity and water, and paying attention to the method of equipping items, not only to ensure the needs of guests, but also to increase the reuse of items.
46. What should you do when you meet a guest at work who insists on chatting with you?
Answer: You should tactfully explain that you want to serve the guests, do not occupy your time, and ask the guests to go back to the room to rest. Then go and do the work of floor service (deliver boiling water, wash teacups, mop the hall, etc.) and ask the guest for forgiveness. Don't tell the guest to walk away or look unhappy.
47. What should I do when I need to use the same elevator as a guest at work?
A: (1) Waiters are not allowed to take the passenger elevator without special approval. 2) When the work is needed, the elevator door should be pressed by hand, indicating that the guest is advanced, if the passenger elevator is crowded, you should step back and wait for the next elevator, and you can not take the same passenger elevator with the guest. 3) When exiting the passenger elevator, press the passenger elevator switch and signal the guest to walk out of the passenger elevator first.
48. What should we do when a guest is talking and we have an urgent inquiry?
Answer: (1) Wait politely at the side of the guest, and do not interrupt the conversation of the guest. (2) When the guest is aware or appropriate, apologize to the other guests, then explain the reason concisely, and then leave politely.
49. What should you do when you are cleaning your room and find that you have left a guest's belongings in the room?
Answer: (1) When cleaning the room, if you find that the guests in the room have left their belongings, you should immediately call the front desk to ask whether the guests have checked out and left the hotel, and if the guests have not left the hotel, they should be returned to the guests immediately.
(2) If the guest has left the hotel, keep the items and register and fill in the claim book of the left items (event function, room number, item name, person who picks up the items, hand it over to the housekeeping department for temporary storage, and then hand it over to the security department for lost and found).
50. What do you do when you've finished cleaning a guest room?
Answer: (1) After cleaning, you should look around the room and check whether the cleaning and finishing work meets the standards.
(2) Whether the room supplies are complete and placed according to the requirements, and if there is something inappropriate, it should be rearranged neatly.
(3) Check the security of the door lock.
(4) When the guest is in the room, the guest should say goodbye and close the door gently.
(5) When the guest is not in the room, he should take off the power saving card, lock the door of the room, and make a cleaning record.
51・What should I do if a guest asks how to use the room facilities?
Answer: The floor attendant should first be familiar with and correct the name, performance and use of all equipment and facilities in the room, and appropriately demonstrate the operation guidance (such as opening the electronic door lock,
52. What should I do if I find that a guest has taken away non-disposable items from the room?
Answer: (1) Report to the foreman, and the foreman will negotiate with the guest alone, without hurting the guest's self-esteem.
(2) Kind attitude and tactful tone, indicating that this thing is not included in the room rate, if you need to buy it as a souvenir, you can buy it on your behalf if necessary.
(3) When the guest acknowledges and returns the item, thank the guest and if the guest denies it, the item is of great value, and the guest may treat the item as "undesirable guest".
53. What should I do if I find someone suspicious on a floor?
Answer: (1) Observe the situation of the visitor, and then come forward and ask: "Excuse me, Mr. (Miss), are you looking for someone?" Pay attention to the other party's demeanor and tone, and notify the security department in time if there is any abnormal situation.
(2) At the same time, notify the waiters on all floors of the housekeeping department to pay attention to observation.
54. What should I do when a guest shines his shoes with a towel or bed sheet and throws cigarette butts on the carpet to damage the carpet?
A: I) It is very polite to remind guests to take care of public property, and at the same time, damaged items need to be compensated according to the regulations.
(2) The claim should be courteous and courteous, and important evidence, such as cigarette butts, soot and burn marks, should be retained, and the guest should generally accept it, but the tone should be tactful and not hurt the guest's self-esteem.
(3) The compensation shall be handed over to the general service desk to issue a receipt and make a record.
(4) Notify the maintenance department in time or repair the carpet by yourself.
55. What should I do if the food is too cold when the guest reports that the food is too cold during the delivery service?
Answer: The food delivery service should be fast, the food that is easy to cool should be covered and insulated, and the guests report that the food is too cold, and the restaurant kitchen should be re-sent for heating according to the situation.
Delivered to the room in a timely manner.
