#酒店 ##酒店人#
1. Front hall - guest privacy/hotel information protection scenario
01. What should I do if a guest or friend asks for an extra room card at the front desk, but the guest is not there?
Operational Points:
(1) Euphemistically refuse the guest, and inform the guest that a new room card can only be made with the consent of the guest.
(2) Please contact the guest and call the front desk to verify the information.
(3) After verifying and confirming the identity, politely inform the guests that they also need to register their documents, and ask the guests to show their documents for registration.
(4) Complete the registration and make a new room card.
(5) Understand the reasons why guests need an extra room card, be vigilant when they find abnormal situations, judge the true intentions of guests, and respond in time.
Standard Speech:
(1) "Mr. XX, please contact the guest himself/herself, and I will need my consent before I go through the registration and card production procedures for you, thank you for your understanding." ”
Extended Interpretation:
(1) After making more room cards, the PMS system should note the number of cards issued.
(2) The new room card should be a duplicate card to avoid the invalidation of the room card of the previous guest.
02. What should I do if I go to the front desk to inform me that my room card is lost?
Operational Points:
(1) Please provide the room number, name, certificate information for verification, or please directly present the registration certificate to verify the identity.
(2) Check the identity information is correct, reissue a new room card for the guest, and cancel the lost room card.
(3) If it is not the guest himself, he or she will be politely informed that the guest himself is required to reapply for a reissue, and the accompanying person also needs to register the certificate.
(4) Note the number of cards issued in the PMS, and charge the corresponding replacement fee after confirming the loss, and the store can also exempt the room card from compensation according to the situation.
Standard Speech:
(1) "Mr./Ms. XX, please show your ID to verify your identity information, or please inform us of the room number, name, and ID information that you need to reapply for a room card, thank you." ”
Extended Interpretation:
(1) Remind the guest whether to leave the room key in the room, if it is in the room, copy a new room card and inform the guest that both room cards can be used.
(2) If the room is occupied by multiple people, please pay attention to the duplicate card when reissuing a new room card to avoid the room card of other guests being unusable.
03. What should I do if the external phone is entrusted to open the door?
Operational Points:
(1) After judging the customer's intention to call, please provide the registration information of the room that needs to be opened.
(2) After checking the information, notify the housekeeping department to open the door.
(3) If the information cannot be checked, you will be tactfully informed that you need to go to the front desk to register your documents before you can open the door.
(4) If the information cannot be accurately verified, you can call the person who registered in the room to check whether you have a friend to visit. If any abnormal situation is found, it must be handled in accordance with the principle of protecting the privacy and rights of residents, and the shift handover should be done to remind colleagues on each shift to pay attention.
Standard Speech:
(1) "Mr. / Ms. XX, please inform me of the room number, name, and ID information that need to be opened, and the front desk will notify the guest room to open the door for you after checking that it is correct, thank you." ”
(2) "Mr./Ms. XX, excuse me, now I have received a call from an outside line asking us to open the door of your room XXX, do you know about this, can you authorize us to open the door?"
Extended Interpretation:
(1) The customer's caller number and the customer's registered phone number can be used as a basis for judgment.
(2) Gender judgment can be made according to the caller's voice and system registration information, if the caller is a man, the guest information can also be accurately reported, but there is no registration certificate, he must be reminded to register at the front desk and confirm with the guest phone.
04. What should I do if a new guest is asked to designate someone next door to the house when checking in, but I don't know the guest?
Operational Points:
(1) All guests of the hotel shall ensure their privacy, confidentiality and security, and shall not blindly meet all the requirements of the guests.
(2) To learn the intentions of the new guests through communication and inquiries with the new guests, and to judge the reasonableness of their requests.
(3) If the intention is not good, the guest is politely refused, and the room is informed that it has been booked, or that it is in a state of sanitation cleaning or maintenance.
(4) Try to arrange guests to rooms that are far away from each other on different floors.
(5) After the guest checks in, notify the security department and the housekeeping department to pay attention to the new guests and whether there is any abnormal situation in the room and floor.
(6) Ask the supervisor/manager to determine whether the incident should be notified to the guests, and at the same time take over the shift to remind other colleagues to pay attention.
Standard Speech:
(1) "Hello, Mr./Ms. XX, can you ask why you have designated to stay in this room, or do you have any needs? ”
(2) "I'm very sorry, Mr./Ms. XX, this room shows that there are guests booked (the room is under maintenance), we will arrange a room of the same type for you, can you think it is okay?"
Extended Interpretation:
(1) Pay attention to the situation of the room number designated by the guest, and arrange the room supervisor to conduct a comprehensive inspection of the room number designated by the guest if necessary, treat it cautiously and take precautions.
(2) There may be external unannounced visits to the designated room number (such as whether the reporter investigates whether the hotel implements one guest and one change), and should be vigilant and implement daily standards to avoid brand crisis caused by improper store operation.
2. Front office - house price maintenance scenario
05. What should I do if the guest finds that the hotel room rate has been lowered to the front desk after check-in?
Operational Points:
(1) Check whether the background room rate adjustment trend is normal, check the guest's room list, confirm that the guest pays the room price and the price difference after the reduction, so that you know what to expect.
(2) Take the initiative to greet the guests and identify themselves, guide them to the rest area, and listen to the guests' demands politely and patiently.
(3) Patiently explain that the hotel's room rate will be adjusted in real time based on holidays, supply and demand and other factors, and sincerely apologize for the price adjustment encountered by the guest.
(4) Give guests the service of late check-out, and establish contact information with guests to provide full-time reservation services, indicating that the best price will be given for subsequent reservations, and the best booking time will be informed in time.
(5) If the room allows, the guest can be upgraded to a better room type, and at the same time, a fruit plate can be given to relieve the guest's mood.
(6) If the guest insists on being dissatisfied with the price and there is no room for relaxation, consult the guest's opinion, give a certain discount when continuing the stay or re-staying, or refund the difference.
Standard Speech:
(1) "Hello, Mr./Ms. XX, I'm very sorry for this situation, our room rates will be adjusted by holidays and supply and demand and other factors, in order to express our apologies, the check-out time of your room is delayed by two hours, so that you can have a better rest, do you think it's okay?"
(2) "You can add our hotel reservation WeChat, and inform you of hotel activities or preferential information in time, hoping to provide you with very satisfactory service." ”
(3) "We are very sorry for the problem you encountered, do you think you will upgrade to a better room type, or you will be given the best price when you renew your stay or the next time you stay, or we will refund you the difference, which one do you think you prefer?"
Extended Interpretation:
(1) From the perspective of the guest, actively listen to the questions and demands raised by the guest, and show respect and understanding for the guest.
(2) When the hotel adjusts the price, notify the front desk in advance and sort out the relevant training for guests, and customers with high-priced rooms can give small gifts/fruit plates to reduce the sensitivity of guests to prices.
06. What should I do if a black gold card member complains that the membership price is higher than the agreed price/OTA price, and wants to return the card?
Operational Points:
(1) Listen patiently to the demands of guests and express a positive attitude to solve problems.
(2) Explain to the guests the important rights and interests of the member, different from the different advantages of the agreement/OTA price (such as: points can be redeemed for rooms, check-out time, value-added services, etc.), try to persuade the guests in an orderly and patient manner, and strive to satisfy the customer without returning the card.
(3) Sort out the prices of each channel of the store, make background price adjustments in a timely manner, prohibit price inversion, and ensure that the member price is the best.
(4) If the customer is very sensitive to the price, it can apply for the company agreed price signed by the customer according to the authority of the branch.
(5) If the guest is a member of the agreement company, he can contact the sales to connect with the follow-up guest reservation and continue to follow up the customer service.
(6) If the guest strongly requests to return the membership card, he or she needs to ask the superior, and then provide the corresponding payment voucher and the reason for returning the card to sign, and then the duty manager will follow up the card return process. It is necessary to inform the guest that there is a certain waiting time, and reply to the guest in time after the card is successfully returned.
Standard Speech:
(1) "Mr. / Ms. XX, I have found that your unit is our agreement customer, and many of your colleagues are also our black gold card users, and members can book online more conveniently and preferentially, and they can use coupons, and I have points for staying, and the points can be used to redeem gifts and free."
Yo of the house~"
Extended Interpretation:
(1) The ultimate goal is to be able to make the guest get a satisfactory reply and achieve a repurchase principle.
(2) The guests who have the ability to purchase black gold card members are more value-sensitive guests, and their appeal is whether they have the corresponding rights and interests experience, and the store should ensure that the member services are in place in addition to the maintenance of member prices (normal member rights and interests protection, core consumer member maintenance).
(3) Do a good job of training for new and old staff at the front desk, pre-prevent possible card return scene training, and explain the membership rights and interests to the guests when applying for membership cards.
3. Guest room - hotel daily sanitizing management scenario
01. The hotel regularly sanitizes the four pests, but there are still more mosquitoes in the lobby, what should I do?
Operational Points:
(1) Environmental remediation. Follow the principle of from the outside to the inside, and renovate the environment of the hotel outside and lobby.
a. The engineering maintenance personnel check whether there is any blockage or water retention in the peripheral drainage pipes, dredge and clean them in time to avoid mosquito breeding, and keep the sewer manhole cover covered.
b. Check the vegetation and green belts around the hotel, parking lots, etc., and whether there are no waste containers such as cans, beverage bottles, food boxes, glass bottles, or low-lying ground, ravines and other water-prone areas, and inspect them daily and clean them up immediately.
c. Check whether there is sewage accumulation or damp environment in the garbage collection point/garbage room, and sweep the floor after rinsing every day to keep it free of stagnant water.
d. Check whether there are hydroponic plants and potted plants in the lobby area, and whether there is stagnant water in the tray at the bottom of the potted plants, etc., and wash and change the water immediately.
e. Check whether there are other containers that can accumulate water, and clean them up in time.
(2) Install mosquito control facilities. Solar insecticidal lamps are installed outdoors and in green belts of the hotel. Installation of purple mosquito repellent lamps or trap mosquito repellent lamps in the lobby. Install trapping mosquito killer lamps or use mosquito killer liquid in luggage rooms, front office offices, etc.
(3) Larval control. Hydroponic plants, bonsai, water features and other places that cannot be cleaned up can be put into the larvae (孑孓) agent to kill mosquito and fly larvae.
(4) Strengthen sanitization. Communicate and negotiate with the sanitize company outsourced by the hotel, and take the corresponding agents and spraying methods for sanitize according to different environments.
Extended Interpretation:
(1) Installation standard of solar insecticidal lamp: According to the conventional power of the product, it is recommended to install 1 lamp/25㎡ at a density of 1 lamp/25 square meters, which should be installed in the outdoor area outside the hotel such as green belt or parking lot.
(2) Common large-scale sanitizing methods:
a. Retention spraying (water mist spraying). Retention spraying is a way to sanitize the liquid insecticide left on the surface of the object through insecticidal equipment, and the mosquito will kill the mosquito after touching the surface of the object, which is generally used for low-level spraying such as floor drain in guest rooms, floor/carpet, and under curtains, and cannot be used in food storage areas.
b. Ultra-low volume spraying (dry mist spraying). Ultra-low volume spraying has a fast killing speed and can treat a large area of sanitize in a short time, which is suitable for rapid mosquito killing during mosquito outbreaks. If ultra-low volume spraying is used to sanitize, personnel should not enter the sanitized area without mask protection within 30 minutes after sanitizing to avoid damage to the human body caused by inhaling agents.
(3) Small-scale sanitizing method (suitable for office, luggage room and other indoor independent spaces): Close doors and windows, light 1-2 mosquito tablets and place them in ceramic dishes or other flame retardant containers, and seal them for more than 30 minutes after smoking. After the fumigation, open the window for ventilation. Note: It is recommended to sanitize a small area indoors at night when there are fewer people.
(4) Commonly used larval mosquito killers, mosquito control tablets, etc. can be provided by contacting the sanitizing company, combining prevention and elimination, and group prevention and group treatment.
02. What should I do if I find mosquito activity when cleaning the guest room?
Operational Points:
(1) Check the wardrobe, curtains and all corners of the room to see if there are adult mosquitoes. If the guest room is fitted with screens, check that there are no gaps and keep them closed.
(2) Clean the floor drain and keep the sink drain and floor drain cover closed.
(3) On-site extermination. After check-out and cleaning, set up a temporary shutdown of the room, and use ready-to-burn mosquito repellent tablets (non-mosquito coils) to fumigate or spray mosquito repellent.
(4) Configure mosquito repellent tablets/mosquito repellent liquid according to the standard, and replenish them in time.
(5) If mosquito activities are found in the room, you can ask for the opinions of the guests when cleaning the room, help the guests turn on the mosquito killer, and replenish the mosquito tablets/mosquito killer liquid in time.
Standard Speech:
"Sir/Madam, it's hot and there will be mosquitoes, do you need me to help you turn on the mosquito killer?"
"Sir/Madam, I will give you a few more mosquito repellent tablets / I will give you an extra bottle of mosquito repellent in your room, if it is not enough, please feel free to contact us. ”
Extended Interpretation:
(1) It is forbidden to use mosquito coils in the guest room, and the use of instant-burning mosquito tablets for key fumigation must be contained in flame-retardant containers, and withdrawn immediately after the combustion is complete.
(2) According to the characteristics of the hotel property, the guest rooms should be equipped with screens as much as possible.
03. What should I do if cockroaches are found in the back kitchen of the hotel?
Operational Points:
(1) Environmental remediation. Thoroughly clean and disinfect the tableware, cooking utensils, knives, food packaging, storage containers, etc. involved in the cockroach activity area, clean up the traces of cockroach feces, and wipe the surface of the locker with chlorine-containing disinfectant before wiping it with water.
(2) Put the bait. Put cockroach bait in the dry place in the corner of the kitchen, the baseline, the table legs, the edge of the locker and other areas where cockroaches inhabit and move.
(3) Daily prevention and control. a. Kitchen ingredients and seasonings are sealed and stored, scattered food residues are cleaned up in time, and kitchen waste is covered and not left overnight to cut off the food source of cockroaches. b. Repair damaged tiles and wall joints in a timely manner, and use cement and caulk to fill the gaps to reduce the habitat of cockroaches.
Extended Interpretation:
(1) Common types of cockroach bait: a. gelatinous bait, used in restaurant area or guest room, backyard and other areas; b. powdery/granular bait, used in dry places such as gaps, holes, sandwich walls, corners, under furniture; c. water agent, used in wet or waterlogged areas such as sewers. (Recommended bait: German Bayer Bacillus cockroach bait)
(2) The cockroach bait can not be directly poured on the ground, it can be filled with a bottle cap or a small porcelain dish, and placed in a hidden place to avoid accidental eating.
(3) Regularly inspect and clean up cockroach carcasses after putting cockroach bait, and spray chlorine-containing disinfectant on the surrounding environment for disinfection.
04. What should I do if cockroaches are found in the guest room?
Operational Points:
(1) If there are cockroach activities in the guest room when checking out, a temporary suspension room should be set up, and the doors and windows and exhaust fans should be eliminated before cleaning: close the doors, windows and exhaust fans, and spray insecticides from the outside to the inside, from top to bottom along the gaps in the door frames, inside the wardrobe, the edge of the baseboard/carpet, under the curtains, behind the bedside table, the door frame of the bathroom, the floor drain and other damp and dark places.
(2) The room is closed and smoked for 30 minutes before cleaning.
(3) When cleaning, wipe off the residue of chemicals on the surface of furniture and utensils in the guest room with a damp rag, and pay attention to check whether there are cockroach corpses and pick them up in time.
(4) Put cockroach killing powder in hidden places such as the gap of the baseboard, behind the luggage/bedside table, the foot of the curtain, and the crack of the bathroom door for continuous sanitization.
(5) The temporary suspension will be lifted, and the normal sale of guest rooms will resume.
Extended Interpretation:
(1) Common places where cockroaches are intensively active:
a. Where there is water and food. Daily prevention and control should pay attention to check whether there are food residues in the sanitary dead corners of the guest room.
b. Furniture gaps: bedside tables, wardrobes, luggage drawers, plywoods, etc.
c. Pipes, such as sewers, water pipes, floor drains.
d. Warm, humid or shady places: bathroom door frames, baseboards, around the Xiaoice box radiator of the minibar, etc.
(2) If cockroach activity is found in the house, check the floor and carpet for food debris such as biscuit crumbs left by guests from eating, and clean them thoroughly.
(3) If the guest is unable to sanitize the room in a closed room, "according to the operation point (4)" to kill and pick up cockroach corpses every day.
(4) There are ≤ 5 places in each room to dosing the bait, and the balance of the bait is checked every day for the first three days after the dosing, and it is replenished in time. After 15 days of application, the residual bait must be thoroughly cleaned, and the new bait should be replaced or the sanitize should be stopped according to the killing results.
(5) If the door frame and footboard of the guest room are damp and mildewed due to waterproof problems, they must be repaired in time to avoid providing an environment for cockroach breeding.
05. What should I do if a rodent infestation is found in the hotel area?
Operational Points:
(1) Look for rat marks. Look for rat droppings, paw prints, trails, rat holes, oil stains and bite marks on rat bodies and other rodent tracks or live rat activities within the area where rodent infestation occurs.
(2) On-site cleanup. After checking and determining the scope and path of rodent infestation, thoroughly clean up rat droppings, food residues, oil stains, etc. Items around the rat's hiding place are sorted out and removed. The surface and floor of the article are sanitized with a chlorine-containing disinfectant with a concentration of 500mg/L.
(3) Bait trapping. Contact the sanitizing company outsourced by the hotel, check the rodent infestation within the agreed time (usually 24 hours) at the door, and put the rat trap cage, sticky rat board, rat bait, etc. according to the rat trace inspection situation and the surrounding environment for hunting/trapping.
(4) Environmental prevention and control. Kitchen sewers are installed with anti-rat covers, warehouses, power distribution rooms, workshops and other backyard vents, exhaust fans, etc., are installed with anti-rat baffles, plugging holes, preventing rats from entering the hotel through the periphery, and preventing rats from escaping in the hotel; Conditional stores, can be installed in the basement and the first floor of the windows, ventilation holes, the mesh is less than 13×13mm; if the guest room uses central air conditioning, the entrance of the ventilation duct on each floor is installed with a one-way mesh valve.
Extended Interpretation:
(1) If a rodent infestation is found in the house, the guest should be immediately assisted to change the room, set up a temporary suspension room, and take emergency treatment:
a. Close the doors and windows, seal the air conditioning vent, bathroom exhaust fan, maintenance port, etc., and put the sticky mouse board and rat trap cage in the guest room for hunting.
b. Contact the sanitizing company outsourced by the hotel to the hotel for further processing.
c. Confirm that it has been killed or there are no rat traces in the room, and the items in the room must be disinfected before they can be lifted (disinfection method: replace all bedding, guest supplies, furniture surfaces, and floors are sanitized with a chlorine-containing disinfectant with a concentration of 500mg/L).
(2) Restaurants, kitchens, food warehouses and other areas that come into contact with ingredients and food are not allowed to put bait; at the same time, in order to avoid rats escaping to the hidden area after eating bait, they cannot pick up and clean up the corpses, resulting in peculiar smell and pollution, it is recommended to put rat traps in the backyard area.
Note: Rat trap cages, sticky boards and other rat trap facilities are not allowed in the visible area of guests.
(3) The live rats trapped by the rat trap can be treated by flooding: fill the bucket with water, put the rat cage in it, and clean the bucket and rat trap cage with disinfectant after drowning.
(4) Ingredients and seasonings stored in the kitchen and warehouse must be covered or sealed for storage. Garbage collection bins must be covered, and garbage should be removed every day, not overnight. The garbage collection point/garbage room must be rinsed and cleaned after garbage removal every day.
(5) Warehouses, workshops and other backyard items are strictly implemented 6T management, and regular inventory and inspection are carried out to prevent rats from harboring.
4. Room-hotel power outage treatment scenario
06. What should I do if there is a sudden large-scale power outage in the guest room?
Operational Points:
(1) Quickly check whether there is someone in the elevator, if there is someone, do a good job of comforting, and contact the engineering maintenance staff and the elevator maintenance company to rescue the trapped people.
(2) The engineering maintenance personnel should understand the cause and scope of the power outage as soon as possible, and report to the manager on duty and the store manager.
(3) Arrange an employee on each floor to maintain the order of the guest room with a flashlight, comfort the guests, inform the guests that the room is equipped with an emergency flashlight, guide the guests to enter and exit from the fire escape, and protect the safety of the guests' lives and property.
(4) At least 2 reception staff at the front desk are on duty to accept guest inquiries and do a good job of comforting. Lock the cash drawer and use the uninterruptible power supply to print customer information for later use.
(5) Organize the staff in the store to maintain the on-site order, grasp the maintenance progress, and inform the guests as appropriate.
(6) If it is determined that the power outage fault cannot be eliminated in a short period of time, the customer should be contacted in time to inform the customer of the situation, recommend to the brother stores of the group or assist the customer to cancel the order.
(7) If the in-house guests are not satisfied with the maintenance progress and the time to restore the power supply, they can negotiate with the guests amicably, and if they cannot solve the problem in the store, they can launch the following solutions step by step:
a. Priority will be given to the group's brother stores and the taxi fee will be reimbursed.
b. Recommend to a slightly higher price and grade hotel around the hotel, and pay the room fee on behalf of it. Note: Do not send to competing hotels of the same grade to avoid customer loss.
c. Refund the check-out for the guest.
(8) After the power supply is restored, the fruit plate can be provided and sent to the guest room, thank the guest for their understanding and cooperation with the work, and implement the return visit of the guest after staying.
(9) The store manager submits a power outage report in accordance with the "Hotel Safety Incident Reporting System".
Standard speech
"Mr/Ms. XX, sorry for the inconvenience caused by the power outage, we are contacting the power supply department to deal with it, there is an emergency flashlight above the wardrobe/bedside table drawer for temporary lighting, thank you for your understanding. ”
Extended Interpretation:
(1) If it is a planned power outage, you should understand the cause and the time and scope of the impact. Report to the hotel duty manager and store manager in a timely manner, and the store manager will organize employees to make emergency arrangements for power outages, and clarify the emergency division of labor during power outages for each post. The relevant matters are as follows:
a. Guest Notice. From the date of receiving the power outage notice, contact the guests who are expected to arrive during the power outage to inform them of the situation, ask if they need to cancel or assist in transferring the order to a nearby group hotel. Inform in-house guests one day in advance by placing a guest message in the guest room and placing a warm reminder at the front desk. If you need to change your itinerary and check out in advance, you will be recommended to a nearby hotel of the group.
"Mr. / Ms. XX, I received a notice from the power supply department that the hotel will have a temporary power outage from **time to **time, and it is expected that the power supply will be restored at **time, which will cause you inconvenience, please understand!"
b. Preparation before power outage. Prepare buckets of water in guest rooms, store backup water 4 hours in advance, and deliver it to each guest room floor to avoid affecting the water demand of guests due to power outages and water outages. Engineering maintenance personnel check the emergency lighting in advance to check whether the emergency flashlight is fully equipped and has sufficient power. The front desk prints relevant reports and guest information 2 hours in advance.
(2) In the event of a power outage that is not caused by municipal power supply, but the accident is beyond the hotel's ability to repair, you should actively contact the power supply department for support.
(3) If the power outage lasts for more than 12 hours and has a great impact on the hotel's business, it is recommended that the store with conditions lease a standby generator to solve the electricity demand during the power outage.
(4) It is forbidden to use open flames (such as candles) as emergency lighting.
(5) The emergency flashlight in the guest room must be checked and replaced every month (if a rechargeable emergency flashlight is used, it should be charged regularly once a month) to ensure that the power supply is sufficient.
(6) After the power supply is restored, safety inspections should be carried out in time to prevent electrical failures.
(7) For other matters, please refer to the "Hotel Safety Management Manual<突发停电应急预案>".