#酒店 ##酒店人#
The front office and housekeeping department are two very important departments in hotel operations. The front office is responsible for reception, check-in and check-out, and consultation services, while the housekeeping department is responsible for cleaning, maintenance, and management of guest rooms. The following list of 85 questions and answers, basically solve most of the problems in the front office and housekeeping department!
1. What should I do as a receptionist at the front desk?
Answer: The room reservation work for group guests should be carefully implemented, check once a month before coming to the museum, check once a week before coming to the museum, check once before the day before coming to the museum, and make more than three reservations for large groups to ensure that the room reservation business is foolproof.
2. What should I do if the guest does not fill in the information in accordance with the regulations of the public security department during check-in?
Answer: Please fill in the following regulations: such as name, nationality, gender, date of birth, passport or ID number, permanent address, guest room, occupation, place of work, date of arrival, etc.
3. What should I do if my ID card is suspicious when I check in?
Answer: (1) Carefully check whether the ID card is forged; (2) If it is forged, notify the Security Department immediately.
4. What should I do if I find out that a guest is wanted?
5. What should I do if I request to keep my room number and name confidential after check-in?
Answer: (1) The receptionist makes modifications in the computer to make it not queried; (2) Notify the staff of the front desk to keep the room confidential and indicate it on the shift.
6. What should I do if a guest requests to change rooms?
Answer: (1) Inquire about the reason for changing the room, and report for repair in time due to equipment reasons, and obtain the consent of the guest not to change the room is the best policy. (2) The guest should be consulted for the change of room, tell the guest to provide the situation of the change and the time of moving, and notify the porter to carry the luggage for him.
7. What should I do if my guests have valuables and don't want to worry about trouble?
A: You should tell the guest that according to the international law, the hotel is only responsible if the guest has valuables to be kept by the restaurant. However, if a guest loses his valuables during his stay, it will affect the reputation of the hotel, so there are words on the registration card or in the guest room to remind the guest to store their valuables in the safe.
8. What should I do when several groups of guests arrive at the hotel at the same time and have a lot of luggage?
Answer: Several batches of guest luggage arriving at the hotel at the same time should be hung with luggage tags, or placed in piles with cloth belts of different colors, and sent to the floor in batches in a timely manner with a mesh cover, and sent to the guests according to the room number, which should not be confused.
9. What should I do if a guest has an opinion about the service work for some reason and makes a lot of noise in the lobby?
Answer: If the guest has an opinion on the service work for some reason, it will affect the reputation and tranquility of the hotel, so he should try to do a good job and take him out of the lobby
When complaining about housekeeping, it should be tactful, calm, polite, and not argue with guests and explain excessively.
10. What should I do when the assistant manager in the lobby receives a VIP notification?
A: (1) Prepare for the arrival of the VIP according to the notification requirements of the VIP; (2) Greet the VIP in the lobby upon arrival; (3) Welcoming guests to the hotel and wishing them a pleasant stay; (4) During the VIP stay, inquire about the guest's stay and ask them to provide more valuable opinions so that they can continue to improve in the future work. (5) When VIP guests leave the hotel, do a good job of sending them off and welcome them back.
11. What should you do for long-term hotel room rentals?
Answer: To do a good job of serving long-term guests, first of all, be aware of it. Master the living habits of long-term guests and provide them with fast services everywhere; Find out about the national day of the country where the long-stay guests are located, the birthdays of the main guests, etc. Congratulate them on their national days and birthdays, help long-term guests solve their problems, and inform them of important events in the hotel. Hold regular long-stay guest forums, humbly listen to the opinions of guests, improve service work, so that long-term guests feel home, everywhere feel cordial, convenient, comfortable and safe.
12. Room attendants have strict rules in terms of grooming, what should you do?
Answer: Waiters are required to cut hair, bathe frequently, and manicure frequently. The hairstyle is generous, neatly combed, and the face is neat. Waitresses should always trim their faces, not have mustaches, and have big sideburns; waitresses should not comb their hair, wear earrings and ornaments, dye their nails, or wear heavy clothes when they work. Wearing the uniform work clothes made by the hotel, wearing the work number plate, neat shoes and socks, wearing flesh-colored stockings when wearing a skirt, so that the expression is bright, smiling, kind and kind, dignified and steady, generous, not humble or arrogant.
13. What should I do if the guest complains that the wake-up call is not wake-up?
Answer: (1) Apologize to the guest. (2) Investigate the cause to see if it is a machine failure or a human cause, and take immediate measures to deal with it so as not to escalate the situation with another complaint. (3) If the loss caused to the guest is caused by the wake-up call, the hotel or the party concerned shall compensate according to the situation.
14. What should I do if a guest reports that they receive a harassing phone call?
Answer: (1) Understand the guest's name, room number, and telephone harassment time, and explain to the guest that the meeting will be investigated in a timely manner, and set up a telephone DND for the guest first. (2) notify the switchboard to find, if there is an outside phone into this room during the above time, it means that it is an outside line phone harassment, when transferring this call, you must first ask the name of the recipient, after obtaining the consent of the guest in the transfer room, if there is no outside phone into the room, it means that it is an internal line harassment, inform the security department to take necessary measures to set up DND for the guest.
15. What should I do if a guest requests a wake-up call?
Answer: The wake-up service is generally responsible for the telephone switchboard, and the guest can also set up the wake-up call. The operator should make a detailed record on the wake-up schedule according to the guest's request. The wake-up time must be accurate, if no one answers the phone in the room, call once every 5 minutes, and no one answers 3 times, the floor attendant should be immediately notified to knock on the door to wake up, and make a wake-up record. The floor attendant can tell the guest to set up their own wake-up call.
16. What should I do if I encounter a customer complaint?
A: Both methods are used crosswise or at the same time.
Method 1:
(1) Prompt handling of guest complaints is the service tenet of the hotel;
(2) Complaints from customers should not be treated lightly, and should be handled carefully for the sake of customers;
(3) Listen carefully, understand the causes and consequences of complaints, maintain a friendly, polite and calm attitude, and promptly resolve incidents within the scope of authority, and report to the authorities step by step if they exceed their authority;
Method two
(1) Avoid loud shouting in the business place, resulting in adverse effects, choose appropriate places, such as offices, guide guests, and properly solve problems;
(2) Pay attention to making records to show your attention;
(3) If you need assistance from others or other departments, keep abreast of the progress of the situation and try to make the guest leave calmly;
(4) Make a record of the complaint and ask the superior to review, and give a written answer to the written complaint.
17..What should I do to maintain the cleanliness of the area in front of the hall?
Answer: (1) Clean the front of the hall in a timely manner, and keep the ground free of cigarette butts, sundries, and paper scraps. (2) In the middle of the night or early in the morning, when there are few guests, rinse the wheel belt with water to remove the mud and sand stains on the driveway. (3) The area under the non-slip nylon carpet in front of the door should be cleaned daily, and the carpet should be changed and replaced regularly. (4) Place signs during cleaning work to ensure the safety of employees and guests.
18. What should you do when public areas are related to guests' first impressions and hotel reputation?
Answer: The nature of PA's work requires employees to be not afraid of hardship, tiredness, seriousness, meticulousness, diligence, and due diligence with the attitude of the master. There are no debris on the ground, no floating dust on the furniture, no dead end odor in hygiene, insect pests are controlled, the environment is greened, the windows are bright, the metal instruments are bright and clean, the marble floor is regularly waxed, and the public electrical equipment is in good condition and the lighting is good.
19. What should PA attendants do if the lobby is kept clean and tidy on a daily basis?
Answer: (1) Use different detergents to clean different items, according to the prescribed methods and procedures, so that the cleaned objects are as bright as new.
(2) Clean the ground thoroughly every 30 minutes, and mop it with dirt as the specific situation.
(3) Pay attention to cleaning cigarette butts, paper scraps and other debris in flower ponds, planters and flower boxes.
(4) The sofas, coffee tables, tables and chairs for guests to rest in public places are wiped three times every time, and the ashtray on the coffee table is changed frequently.
(5) The pool must be cleaned and changed frequently to prevent the pool water from deteriorating and discoloring.
(6) Railings, signs, walls, and stairs should be kept clean and cleaned daily.
20. Public restrooms are heavily used and easy to get dirty, what should PA attendants do in order to maintain cleanliness and hygiene?
A: Public restrooms should be kept clean on the floor. No water stains, stains, dust stains. Washbasins, countertops, and urinals are clean
Peculiar smell and dirt, mirror, metal switch bright and stain-free, lamps, hand dryers and other equipment in good condition, soap, hand sanitizer, toilet paper and other items are fully equipped and neatly placed, and air fresheners and insecticides are sprayed regularly.
21. What should you do if indoor greening and cleaning in public areas affects the beauty of the environment?
Answer: Clean and maintain the flower bonsai, pick out the cigarette butts and weeds in the flower pot, wipe off the leaf dust, and contact the flower room in time to cut off the dead leaves. If the ground is splashed or soiled due to watering, it should be wiped clean at any time, and the normal activities of guests should not be affected when cleaning.
22. What should I do to keep the passenger elevator clean and carry it normally?
Answer: (1) Employees are not allowed to take the passenger elevator, and special circumstances can only be approved by the department manager.
(2) The porter can only take the working ladder to transport luggage and linen for washing. and prevent collisions with devices such as elevator doors and car doors.
(3) When the elevator fails, it is strictly forbidden to operate in violation of regulations, contact the machine room in time, and wait for the elevator worker to rescue and overhaul.
(4) Clean the passenger elevator regularly three times a day. Walls, mirrors, billboards, telephones, handrails, floors, ceilings. The hall door and elevator door track clearance should be carefully checked and wiped to keep it clean and bright.
(5) If cigarette butts and confetti are found in the ladder, stolen goods should be cleaned and kept clean at any time.
23. What should I do when cleaning and maintaining marble floors?
Answer: (1) The marble floor must be cleaned with neutral detergents, and cannot be cleaned with alkali, bleaching powder, rust powder and oily cleaning materials. (2) Arrange to operate in the middle of the night, and place carefully sliding signs to prevent guests from slipping and getting injured. (3) Brush the dirt on the ground with water, mop it dry, and apply a layer of white non-slippery protective agent (dilute white wax water) after it is completely clean, and then polish and polish it.
24. What should I do when eliminating pests in guest rooms?
A: Pest eradication refers to the elimination of mosquitoes, flies, cockroaches, ants, rats and other pests in the hotel. Spray the insecticide regularly, and configure the insecticide according to the specified ratio to ensure the insecticidal effect. The breeding place of insect pests, such as: under the carpet, under the bed, under the corner, the bathroom should be poisoned with drugs, and the pests that have been killed should be removed in time. Plug holes in areas frequented by rats to prevent them from entering the room.
25. What should you do to maintain a good mood and mindset in your service to guests?
Answer: In order to achieve high-quality service, the waiter's mood should be happy at work, and the mood when receiving guests should give people the impression of being full of energy, skilled work, and serene attitude. Maintaining a calm emotional state when encountering problems can avoid offending customers and making mistakes in their hearts, which is the best state of waiters at work, melancholy, anxiety, and frustration are obviously bad emotional states, and they are very excited and easy to get carried away, and they are not considered the best state.
26. What should I do if I encounter a wordy guest?
Answer: This kind of guest is verbose, easy to inquire, difficult to make up his mind, try to avoid long talks with him when serving, otherwise it will be endless, affect the work, and it is most taboo to debate with them.
27. What should I do if I meet a talkative guest?
Answer: This kind of guest likes to chat the most, the world is all over the world, endless, do not pursue curiosity when serving, listen to its vast sky, but listen patiently to the correct opinions or suggestions.
28. What should I do if I encounter an acute guest?
Answer: such guests are anxious and noisy, act quickly, and the service requirements are efficient, and they should speak straightforwardly, concisely and concisely when serving them, and complete them quickly after clarifying the requirements, otherwise it is easy to make them impatient and angry, causing complaints, and affecting the service effect.
29. What should I do if I encounter an rude guest?
Answer: This kind of guest is not easy to interact with others, the personal concept is very strong, after the conflict often hurts people or has rude actions, the waiter does not care about it, try to press
30.. What should I do if I leave my room key in my room and ask the waiter to open the door for me?
A: If the guest accidentally leaves the room key in the room, the waiter should check the accommodation registration and the guest's valid ID to confirm that the room is the guest who can open the door for him. If you don't have any documents, you can open the door only after registering with the main desk according to the customer's oral statement. and record the opening of the house.
31. What should I do when the floor linen washing and delivery work is complicated?
Answer: its task is to collect and replace the dirty cloth cover on each floor; transport clean cotton fabrics to the floor, conscientiously and responsibly count the quantity and kind, the damaged cloth cover reminds the floor foreman to scrap, if it is found that the floor cloth cover turnover can not be easily found out responsible, the result of this is to enhance the sense of responsibility of the staff, to achieve the purpose of controlling the cloth cover.
32.洗送客衣时，应怎么办？
Answer: (1) According to the laundry room regulations, go to the floor in time to receive the laundry sent by the guests, and make a handover record with the floor.
(2) After the washing and ironing, check the number with the dispatcher in the laundry room. Collect the guest clothes and send them to the floor, where the waiter will sign for them and return them to the guests.
(3) According to the receipt of payment, urge the floor attendant to put the laundry fee on the bill, sign and settle the bill by the main desk.
(4) During transportation, pay attention to keep the guest clothes so that they are flat, crisp and free of wrinkles.
(5) If there is a problem with the washing of guest clothes, report it in time, send it to the laundry room for reprocessing, and try to avoid guest complaints.
33. What should I do if the customer complains that the washing quality is not good, refuses to pay the laundry fee, and still has to make a claim?
Answer: should immediately contact the laundry department, explain the problems existing in the guest clothes to deal with again, until the guest is satisfied, it is indeed a problem of the laundry room When the original appearance cannot be restored, you can ask the relevant leaders to give exemption from laundry fees or compensation according to the situation.
34. What should you do when you encounter a drunk guest?
A: The problem of drunkenness in restaurants occurs from time to time, and the way to deal with it varies from person to person, and sometimes it is very difficult to deal with. Some intoxicated guests will make a lot of noise or damage the in-room facilities, and sometimes vomit unconscious. Waiters should be sensible, argumentative and alert, and deal with drunk guests according to their different circumstances. Gently intoxicated guests are advised to go home to rest, and heavily intoxicated guests are assisted by security guards to subdue them so as not to disturb others or harm themselves. After placing a drunk guest back to the room to rest, the room attendant should pay special attention to the movement of the room to avoid accidents for the guest.
35. What should you do when serving guests with children?
A: Guests with children should be more attentive and thoughtful. Babies should be placed in a crib, and the stroller should be a sign of respect for the guest and the guest will be happy to accept it. But don't be too affectionate and tease your child or feed your child food, so as not to cause unnecessary trouble. If the guest proposes a babysitting service, he should report to the department to send a special person to take care of it.
