Case:

On January 24, 816 lodger mirror to old hall assistant manager: After he is opening a room downstage, room card is hit do not open the door, the service is found to open the door in floor, the clerk call this room maintenance room, cannot open the door. The guest asks to return a house at once, do not give room cost. Classics understanding, the door cannot be opened, it is door lock occurrence breakdown. Because the guest leaves,confidential service was set when the room. Floor did not sign up for the identity oneself when calling total stage to enquire, total desk dest clerk thinks is inquiry of the guest outside inn, call its maintenance room so, the result causes guest misunderstanding and dissatisfaction.

Analysis:

After apologizing to the guest, the guest still does his utmost to ask to return a house, reason agrees to avoid cost controlling a house to let a guest retreat a room to leave. Express regret to the guest again. Ministry of proposal guest room undertakes grooming to employee, carry assessment rear but mount guard. Strengthen what judge ability to total station staff to groom.

1, the phone operation of floor clerk is non-standard, it is the main reason that causes guest dissatisfaction. The mainest demand when calling signs up for a branch oneself namely; 2, room card makes the case that does not open the door, floor clerk can examine a guest to welcome to block a data to affirm; 3, below the condition that floor clerk knows guest identity in inaccuracy, the room card that can take a visitor comes to be read downstage take; 4, eye of downstage dest clerk wants to strengthen, wanting the sound from inside the phone to conclude is guest or in-house staff, undertake affirming. From now on second complain can see floor clerk is operated to business extremely inexperience, remain to strengthen groom.