第46届世界技能大赛酒店接待赛项贵州省选拔赛技术文件

第Ifnecessary,requestthehelpofthepublicsecuritydepartment.14.Whatshouldbedonewhentheguestproposestochangetheroom?Servicetips:(1)tounderstandthereasonsfortheguests'requestforroomadjustment,andtrytomeettheguests'legitimateroomadjustmentrequirements;(2)incaseofroomequipmentproblems,inadditiontoroomadjustmentfortheguests,theengineeringdepartmentshallbetimelynotifiedformaintenance;(3)ifduetotheroomtension,temporarilyunabletoexchangefortheguests,shouldbepatienttoexplaintotheguests,assoonasthereisaroomimmediatelyfortheexchange;(4)whentheroomistransferred,theroomservicecenterattendantwillgotothefrontdesktogetthenewkeyandwelcomecard,returntheoldkeyandwelcomecardtotheguestroom,andasktheguesttosignonthenewwelcomecard,andassisttheguesttodelivertheluggagetotheroomaftertheadjustment;(5)thefrontdeskreceptionistshouldtimelyinformtheswitchboardandhousekeepingcenterandtimelychangethecomputerinformation.WhatisaVIPguest?HowtoreceiveVIPguestsinroomservice?Servicetips:(1)highstatus,canbringbusinesstothehotel,manytimesstayinthehotelandhotelstaffcloserelationsfor-VIPguests.

ThereceptionofVIPgueststospecialcare,intothestorebythecustomerrelationsstafftogreet,dotheregistrationproceduresandguideguestsintotheroom,introduceequipment,roomsoundspecialarrangement,gartiflowers,fruit.Theroomrateisgivenappropriatediscount.Intheprocessofstayinginthehotel,ifnecessary,asktheleadertovisittheguests.16.Whatarethefourkeypointstomasterintermsofhousekeepingservice?Servicetips:Thelanguageiscomplete,grammaticalandconcise.Lookreal,payattentiontotheguests,withasmile.Articulate,appropriatevoice,whennecessarywithgestures.(4)maintainoralhygiene,donotbetoonearorfarfromtheguests.17.Whatdoyoudowhenyouanswerthephone?Servicetips:Shouldpickupthephoneinthree,politetoeachothertosayhello;Self-reportdepartmentorpost;Offertohelp.Takenotesofimportantwordsandrepeatthemainpointsifnecessary(3)farewell18.Whatdowedowhentheguestasksustodosomething?Servicetips:Whenhandlingmattersforguests,askforthename,quantity,specification,size,color,shapeandtimerequirementoftheitems,andreceivepaymentinadvancefromtheguests,andinformtheconciergedepartmenttohandle;Forthegueststodothingstoachieveatwoclearancethreetimely,namely:thecommission,accountsclear,clearprocedures,handedoverintime,backintime,forthetimelyreport.19.Whatdoyoudowhenyouareonthephoneandaguestcomes?Servicetips:Whenseeingtheguestcoming,thewaitershouldnodtogreettheguestandasktheguesttowait.Endthecallassoonaspossiblesoasnottokeeptheguestwaiting.Afterputtingdownthereceiver,firstapologizetotheguestandprovideservicetotheguest.Thewaitershouldnodtotheguest,inordertosayhellototheguest,lettheguestwait;Atthesametimetoendthecallassoonaspossible,soasnottokeeptheguestswaiting,resultinginboredom;Whenyouputdownthereceiver,youshouldfirstapologizetotheguest:"sorrytohavekeptyouwaiting";Youcan'tturnablindeyewhenaguestcomestoyoujustbecauseyou'reonthephone.20.Whathappenswhenaguestcomplainstous?Servicetips:Whentheguestcomplainsmustfirstlistenpatiently,letstheguestfinishsaying;Writedowntheguest'scomplaints,don'trushtodefendandrefute;Whethertheguestisoralcomplaint,orwrittencomplaint,tounderstandthesituationindetail,makeaspecificanalysis.Ifthereisaproblemwiththeequipment,measuresshouldbetakentorepairitimmediately.Iftheguesthasnotleftthehotel,weshouldgivehimareplytolethimknowthatwehavedonesomething.Ifitisourfault,wecanaskthemanagertoapologizetotheguestsifnecessaryaccordingtothesituation.Forthesidecomplaintsofguests,weshouldalsopayattentionto,ifnecessarytotheleadershiptoreflect,inordertoimprovetheservicework;Keepgoodrecordsofcomplaintsandhandlingprocesstopreventsimilarcomplaintsfromhappening.21.WhatshouldIdoiftheguestisintheroomwhileI'mcleaningup?Servicetips:Politelyaskiftheguestcantidyuptheroomatthistime.Inthecleaningprocess,thedoorshouldbefullyopen;Inthecleaningprocess,theactionshouldbelightandquick;Iftheguesthasaquestion,shouldpolitelylookattheguestandanswer;Incaseofvisitors,shouldtaketheinitiativetoaskwhethertheguestscancontinuetoclean;Aftercleaning,apologizetotheguestandaskifthereisanythingelseyouneed,thenexittheroomandquietlyclosethedoor.22.Whatiftwoguestsneedyourserviceatthesametime?Servicetips:Beenthusiastic,thoughtfulandunfussy;Waitersandwaitressesshouldsmilewarmlyandpleasantlytothosewaitingguestsandgreetthemastheypasstheirtableswith"I'llbewithyouinaminute"or"excuseme,pleasewaitamoment".Thiswillmaketheguestsfeeltheyarenotbeingleftoutorneglected.theguestclaimedtobeafriendofthegeneralmanager,specialprice,howtodealwith?Servicetips:(1)checkcustomerhistoryfilestoseewhethertheyhaveenjoyedspecialdiscounts;(2)writedownthedetailsoftheguestsandcheckwiththegeneralmanager.Becarefulnottocheckwiththegeneralmanagerinfrontofguests;(3)checkandtelltheguesttheroomrate.Theguestwillcheckinfirstandthegeneralmanagerwillmakeuptheapprovalprocedures.(4)ifyoucannotfindthegeneralmanager,youshouldexplaintotheguests,temporarilycheckinasindividualguests,andthenconfirmtheroompriceaftercontactingthegeneralmanager;(5)makerecordsandsubmitforapprovalintime.24,receivedwiththehotelhasapreferentialrateagreementwiththeunitorindividualreservation,whatshouldbedone?Servicetips:(1)reviewthevalidityoftheagreementwiththehotel;(2)checkwhetherthesubscriberistheauthorizedpersonoftheagreement,ifnot,theotherpartyshallsendafaxforconfirmation;(3)checkwhetherthepreferentialofferiswithinthescopestipulatedintheagreement.Ifthediscountislowerthanthediscountstipulatedintheagreement,reporttothesupervisoranddepartmentmanagerfordecision.25.Howtodealwiththebirthdayoftheguestduringthestay?Servicetips:(1)informhousekeepinginadvancetopreparebirthdaycakeforguests.(2)sendflowersandthenamecardofthegeneralmanager;(3)informthefrontoffice/housekeepingmanagertoarrangestafftogotocongratulate.26,theguestwantstosendapackageofgoodswhencheckingout,andsayshisfriendwillcomethenextdaytopickitup,whatshouldhedo?Servicetips:(1)knowthetypeofitem.Refusingtohandovervaluablesorprohibiteditems;(2)asktheguesttowriteapowerofattorney,indicatingtheitemname,quantity,nameofthepersontakingtheitem,contactaddress,etc.,andsignit;(3)checkwhetherthecontentsofthepowerofattorneyareconsistentwiththearticles;(4)whenfriendscometopickupitems,mustshowavalidcertificate,writedownthereceipt,ifnecessarymustcopythecertificate.27.Theroomisnotcleanwhentheguestchecksin.Hesayshecancheckinfirstandcleanlater.Servicetips:(1)apologizetotheguest,politelyexplainthereasonfortheuncleanlinesstotheguest,andpolitelyrefusetheguest'srequesttocheckinfirst;(2)guestsaresuggestedtowaitinthelobbysofaandotherpublicareas.Guestscanalsohavedinnerorgooutforactivities.Guests'luggagecanbeproperlykept;(3)informthecleaningsquadtocleanimmediatelyandinformtheguestsofthetimerequired;Youcanalsosuggestthatguestschangetoothertypesofrooms.28.Howshouldtheguestrefusetopaythedeposit?Servicetips:(1)regularcustomers,regularcustomers,guestswithreceptionunitsandimportantguestswithgoodreputationcanbeexemptedfromthedepositasappropriate;(2)ifthetemporaryindividualorbadreputationoftheguests,needpatiencetoexplain,insistonreceivingthedeposit,inordertoavoidfleeing.29.Whatshouldbedonewhenavisitorrequeststheroomnumberofaconfidentialguestorimportantguest?Servicetips:(1)askthevisitor'sname,theunit,therelationshipwiththeguestandthepurposeofthevisit.Gotothebackgroundandcallandaskiftheguestwouldlikeanopinion.IfitisaVIP,contacttheentourage.(2)iftheguestdoesnotwanttoadvice,shouldbegentlyadvisedtoleavethevisitor,suchastheguesthascheckedout;(3)reporttothesecuritydepartmentimmediatelyifthevisitorbehavesstrangely.theguestcheckoutaftersomeitemsfoundleftintheroom,calltothefrontdeskforsearch,howtodealwith?Servicetips:(1)askaboutthekind,shapeandcharacteristicsoftheitemsleftbytheguest,andasktheguesttocallorleavethephonenumberlater;(2)immediatelynotifythehousekeepingcentertohelpwiththesearch;(3)ifthereissomething,telltheguestthatthehotelwillkeepituntiltheguestcomesforit;(4)iftheguestentrustedotherstopickup,shouldissueapowerofattorney,collectthepowerofattorney,copythebearercertificateandcheck.31.Howshouldaguestcallinfromoutsidethehoteltocheckout?Servicetips:(1)explaintotheguestthattheaccountmustbesettledandthekeyreturnedbeforecheckingout;(2)iftheguestisdelayedandcannotreturntothehoteltocheckoutbefore12:00noon,thedelayisallowedaccordingtothesituation;(3)toarrangethedeparturetimewiththeguests,andcollectextrarent;(4)iftheguestfailstopaythebillattheappointedtime,thecashiershallbeinformedtohandlethecharge.Inthecaseofasuddenpowerfailureinthehotel,howtodealwithit?Servicetips:(1)immediatelynotifythesecuritydepartmenttotakeouttheemergencylightingequipmenttoensurethelightingofthefrontdesk,lobbyandmainpassageway;(2)assisttheengineeringdepartmentandsecuritypersonneltofreethegueststrappedintheelevator;(3)understandthereasonofpowerfailuretotheengineeringdepartmentandexplaintotheguests.33.Howtodealwithaguestwhoclaimstohavelostvaluablesintheroomandfrequentlyasksthefrontdeskfortheresultafterreportingthecase?Servicetips:(1)timelyinformtheguestsofthehotel'seffortstofindout;(2)suggesttheguesttrytorememberthelostplaceandwhetherotherstookitwithouthim;(3)donotsaythatvaluableswerestoleninthehotel;(4)ifyoucan'tfindit,youmustgivefeedbacktotheguestandputitonrecordbythesecuritydepartment.34,theguestaskedtobuyroomsuppliessouvenir,howtodealwith?Servicetips:(1)roomsuppliesareusedtogether,usuallynotsold;(2)iftheguestparticularlylike,caninquiretheroomservicecenter,inthecaseofsufficientsupplies,canconsidertomeettheguest'srequirements;(3)ifitisdifficulttomeettherequirementsoftheguestduetoinsufficientsupplies,apologizetotheguest;(4)whetherthesuppliescanbesoldtotheguestornot,replytotheguestassoonaspossibleandmakerecords.35.Whatisincludedintheidentificationofthemaincontentsofthepassport?Servicetips:Whenidentifyingthepassport,weshouldnotonlyconfirmthenationality,identity,passportcategory,passportvalidityperiodandotherbasiccontentsoftheholder,butalsopayattentiontothecontentsoftheprovisionsmarkedinthe"pointsforattention"onthepassporttoverifytheauthenticityofthepassportanditslegitimacy.36.Howmanykindsofpassportsarenotrecognizedinourcountry?Servicetips:Chinadoesnotrecognizethemainpassportare:Apassportissuedbytheworldserviceorganization;Parliamentarypassport;BritishcitizenshippassportandBritishnational(overseas)passport;Britishtravelpassport;"Passportoftonganprotectors"and"passportoftongannationals"heldbyChinesecitizens;Toissueourterritoryasapassportforastate;OtherforeignpassportsillegallyheldbyChinesecitizens.Whatarethefourtypesofvisasinourcountry?:Servicetips:diplomacy,courtesy,officialbusiness,general.38.Whatistheprocedurefortemporaryresidenceregistration?Keypoints:Identificationcertificate(2)fillingintheregistrationformoftemporaryresidence(3)checkingandproofreading(4)submittingtheregistrationform.39.Howtoidentifyanordinaryvisa?Servicetips:Ordinaryvisasaregenerallyissuedtoforeignersholdingordinarypassports.AccordingtothepurposesforwhichforeignersapplytocometoChina,thereareeightcategorieswithcorrespondingpinyinletters:VisaDtothosewhocometoChinatosettledown;VisaZtopersonswhocometoChinaforemploymentoremploymentandtheiraccompanyingfamilymembers;VisaXtothosewhohavestudied,studiedorpracticedinChinaformorethansixmonths;VisaFisissuedtopersonswhocometoChinaoninvitationforavisit,investigation,lecture,business,scientificandculturalexchange,short-termstudy,internshiporotheractivitiesnotexceedingsixmonths;IffiveormoreofthemcometoChinainagroup,theymaybeissuedgroupvisitvisas.VisaLtothosewhocometoChinafortourism,familyvisitorforotherpersonalpurposes;Agrouptouristvisamaybeissuedtothosewhotravelingroupsoffiveormorepersons;VisaGtopersonsintransitthroughChina;VisaCisissuedtointernationaltrainattendants,internationalaircraftcrews,seamenofshipsoninternationalvoyagesperformingcrew,aviationandshippingmissionsandtheiraccompanyingfamilymembers;Thej-1visaisissuedtoforeignjournalistswhocometoChinaforpermanentresidence,andthej-2visaisissuedtoforeignjournalistswhocometoChinafortemporarycoverage.whencheckingin,therequirementstodo"threeclearthreecheck"whatisthespecificcontent?Servicetips:Clearwriting,registration,verification;Whetherthephotoisconsistentwiththeverificationoftheperson,whethertheageoftheverificationoftheageofthecertificateisconsistent,whetherthesealisconsistentwiththenumberofyearsofuse.Theguesthungupthewrongphone,howtodealwithit?Servicetips:(1)ifit'sanoutsideline,politelysay,"I'msorry,youhavethewrongnumber."Neverspeakroughlytoeachother.(2)iftheguesthangsupthewrongphoneintheguestroomorthepublicplaceofthestore,pleaseasktheguestpatientlyfortherequest,andthentransferthephone.42.Theguestrequirestheroomnumbertobekeptsecret,butwhatshouldbedoneifthereisanoutsidecallfortheguest?Servicetips:(1)theguestrequirestheroomnumbertobekeptconfidential,anddoesnotrequirenottoansweranyphonecalls,canaskthecaller'sname,theunitandthelocation,andthentelltheguest,asktheguestwhethertoagreetoanswer;(2)iftheguestdoesnotansweranyphonecalls,itshallimmediatelyinformthefrontdesktomarkthecomputerwithaconfidentialitymark.Iftheguestcomestoinquire,itshallanswerthattheguesthasnotcheckedintothehotel.(3)iftheguesthasmorespecificrequirements,suchascanansweralongdistance,canansweradesignatedperson'stelephone,etc.,toaskclearlyandmakerecords,accordingtotheguest'srequirements.43.Ifaguestrequestsawake-upcall,whatshouldIdo?Servicetips:(1)asktheguest'sroomnumberandwake-uptime,andrepeatit;(2)accuratelyrecordtheroomnumberandwake-uptimeinthenotebookandsign;(3)inputtheroomandwakeuptimeintothecomputer;(4)whenthecomputertowakeup,shouldcarefullyobserveitsworkingconditions,suchascomputerfailure,shouldbequicklymanualwakeup.44.Aftercheckingout,theguestwantstomakeanoutsidecallinhisroom.Whatshouldhedo?Servicetips:(1)sincetheguesthascheckedout,pleaseasktheguesttocallthebusinesscenter.(2)iftheguestinsistsonplayingintheroom,theguestshallpaythetelephonedepositatthereceptiondeskoraskthemanagerforapprovalbeforeopeningthephonefortheguest;Andafterthetimelyshutdown.45.Whatisthespecificcontentoffiresafety"fourunderstandingandfourknowing"?Keypoints:"Fourunderstand":understandthefirerisk;Knowpreventivemeasures;Knowhowtofightfire;Knowhowtoescapeandsaveoneself;"Fourclubs":firealarm;Abletousefirefightingequipment;Dealwithdangeroussituations;Theyevacuate.accordingtothenormalproceduresofknockingonthedoorintotheroomservice,foundthattheguestjustoutofbed,howtodealwith?Servicetips:(1)apologizetotheguest;(2)exittheroomimmediately;Note:donotnagtheguesttoexplainthereasonforenteringtheroom,soasnottocauseguestsinconvenience.47.Ifthereisa"donotdisturb"sign,butnooneanswersthephoneintheroom,whatshouldIdo?Servicetips:(1)theassistantmanager/departmentheadofthelobbyshouldcalltheroomagain;(2)ifthereisnoanswer,thehousekeepingsupervisor,theassistantmanagerandthesecurityguardwillopenthedoorandentertheroomtogether;(3)ifthereisanyabnormalphenomenonafterenteringtheroom,theassistantmanager/roomsupervisorwillberesponsibleforcoordinatinganddealingwithit.(4)ifitisjudgedthattheguestforgottoturnoffthe"donotdisturb"indicator,theroomcanbearrangedtocleanup,bytheheadofthehousekeepingdepartmentmessagetotelltheguest.48.WhatshouldIdoifIcomeacrosssomeonewanderinginthecorridorofthefloor?Servicetips:(1)theroomattendantaskstheguestifheneedshelp;(2)ifitisavisitor,itshallbehandledaccordingtothevisitorprocedure;(3)ifitisthevisitorswhoenterthefloor,stopthemfromstayingonthefloor;(4)incaseofanydoubt,thesecurityguardandtheassistantmanagerofthelobbyshouldbeinformedtodealwithit.49.Ifaguestsayshelefthiskeyintheroomandaskstheroomattendanttoopenthedoorforhim,whatshouldhedo?Servicetips:(1)theguestcanopenthedoorfortheguestafterpresentingthewelcomecardandcheckingthedate,roomnumberandname.(2)iftheguestdoesnothaveawelcomecard,pleasechecktheidentityofthefrontdesk;(3)afterthefrontdeskcheckstheidentity,informthehousekeepingcentertoopenthedoorfortheguestsandmakerecords;(4)ifitisaveryfamiliarguest,youcanopenthedoor,butmakearecord.50.Whatshouldbedonewhentheguestaskstorepairsomethingonhisbehalf?Servicetips:(1)checkthedamagedegreeofthegoods;(2)asktheguesttotakebackthetimeofrepairingthegoods;(3)asktheengineeringdepartmentwhetherthegoodscanberepairedaccordingtotheextentofdamage;(4)ifitcanberepaired,timelyreturntherepaireditemstothecustomerwithinthespecifiedtime.[hotelservicecomprehensiveaffairsquestionbank]100SerialnumbercaseWhentheguesttellstheusherthattheroomhasbeenbookedandgivesthenameofthepersonwhomadethereservation,theusherlookspuzzled,ignorestheguestandgoestothecashier'sdesktolookattheorder.1ProcessingmethodTheushershouldgreettheguestspolitely,regardlessofwhethertheyarebookedornot.Thesupervisorisonthescene.Ifyoufindthattheusherisembarrassed,youshouldquicklycomeforwardtogreettheguestandmakesmalltalkwiththeguest,sothattheusherhastimetoquicklyfindtheorderrecord,toavoidcold.Servicerequiresinitiativeandenthusiasm,notmakingguestsfeelleftout.TheanalysisreasonTheusherisnotawareofthebooking.Theusherdidn'ttakecaretorememberthereservation'sname.Theusherdoesnotunderstandthedutiesoftheposition,theushermustfirstgreettheguests,andthenpolitelyarrangethegueststosit.Atthepre-mealpreparationmeeting,thesupervisordidnotexplainthereservationtoallthewaiters.ServiceconceptandimprovementThesupervisorshouldmakeclearthepurposeoftheregularmeetingbeforethemeal,payfullattentiontotheimportanceoftheregularmeetingbeforethemeal,masterthereservationstatusoftheopenmarketandthevarietyandquantityofspecialdishes,recommendeddishes,cleardishes,andclearlyinformallthestafftoknowandmemorize.Fromthemomenttheguestenterstherestauranttothemomentheleavestherestaurant,therestaurantstaffshouldmaintainawarmandactiveattitude.Theushermustbeawareofhisdutiesandroleintherestaurant.SerialnumbercaseThedrainageintheguestroomandtheshowerroomisnotclearandseveralTVchannelsarenotclear.2ProcessingmethodApologizetotheguestimmediately.Arrangemaintenancestafftorepairimmediately.Makeareturnvisittotheguestafter10minutestounderstandthemaintenanceprogressandcustomersatisfaction.Ifimmediaterepairisnotpossible,arrangeforaroomchangeorappropriatecompensation(ifnoroomisavailable).Compensationincludesthegiftoffruit,coupons;Pricediscount;Freeroomupgrades,etc.TheanalysisreasonThemaidfoundnoproblemwhenshecleanedtheroom.Didnotreporttorepairintimeafterdiscovery.Theforemanandsupervisorarenotcarefulenough.Maintenanceworkersdonotcarryoutrepairspromptlyandpromptly;Thesupervisordidnotseriouslycheckandacceptthesignature.Engineeringmaintenancepersonneldonotregularlymaintaintheroom;Maintenanceworkisnotinplace,perfunctory.ServiceconceptandimprovementGuestroomistheproductweprovidetotheguest,equipmentfailureisdefective,defectiveproductsaredefective,cannotbesold.Qualifiedproductsmustpasstheinspection(foreman,supervisor,manager'srounds).Wearenotonlysellingrooms,wearemoretoprovideservicesforguests,thecompleteserviceincludingpre-sale,saleandafter-salesthreestages.Onlyintheguestroomcleansanitation,facilitiesandequipmentareallingoodconditioncanbereportedtoOKroom.Thehotelserviceworkisasystematicwork,thelink,theneedforthefrontdesk,rooms,engineeringandotherpositionsofclosecooperationandcommunication.SerialnumbercaseTheguestwantedtoorderabirthdaycakeforhisfriend.Thewaitertoldtheguestthathewassorrythattherewasnosuchservice.3ProcessingmethodUnderstandtheguest'srequirementsforcakeorders.Asmuchaspossibletomeettheneedsoftheguests,helpthegueststocalltheoutsidepastryroomtoordercakes.Hotelsdon'thavetochargeextra.TheanalysisreasonThereisnoroomtomakecakesinthehotel.Thestaffisafraidoftroubleandunwillingtoprovideextraservicefortheguests.ServiceconceptandimprovementOrderingacakeisagreatvaluefortheguests.Supervisor,managertobegoodatusingeachservicetoincreasetheguestsmoved,theguestscanbecomeourrepeatcustomers.SerialnumbercaseWhentheguestwenttobedaftercheckingin,hefoundthatthebedclotheshadnotbeenchangedandwerecoveredwithhair.Themaidwasaskedtoreplaceitimmediately,butthemaiddidnotchangeitquickly.Instead,sheexplainedthatthesheetsintheroomwerechangedeverytwodays.4ProcessingmethodDonotmakeanyexplanationtotheguest,apologizetotheguest,showthesincerityofthehotel.Promptlyhelpgueststochangetheirsheets,complimentaryfruitorcouponsascompensation.TheanalysisreasonSinceitisstipulatedthatregularguestschangetheirbedsheetseverytwodays,butaslongastheguestshaveaneed,theyshouldbesatisfiedimmediatelyandexpresstheirapologies.ServiceconceptandimprovementDonotargueorexplainwiththeguestwhenmakingacomplaint,acceptresponsibilityandshowoursinceritytosolvetheproblem.Supervisor,managershouldstrengthenthestrengthandqualityofroomrounds,especiallytoliveguestroomorstandardroomonlylive1guest,sleep1bedroom,2bedsshouldbecarefullychecked.Theguestroomproductthatwesellisclean,itisaservice,wanttoaccordwithourjinjiangstar"clean,cheap,superior"characteristic,thehaironbedsheetandstain,itistheguestbiggesttaboo.Trainingstaff:thefirst,theguestshappyfirst,thehotelprofitsecondconcept,becausethereisnohappythereisnoprofit.Second,underthepremiseofcomplyingwiththeregulations,weshouldalsolearntodealwiththespecialrequirementsbeyondtheregulations.SerialnumbercaseWhentheguestaskedthewaiterwhetheritwassafetoleavethebikeoutsidetheshopdoor,thewaiterrepliedcurtly,weonlyprovideaccommodation,thereisnoparkinglot,noonetowatch,ifstolennooneresponsible.5ProcessingmethodOfferSuggestionsandoptionstoguests,suchasparkinginthestaffparkingshedoranearbysupervisedparkinglot.Iftheguestinsistsonthedoor,remindtheguestthattherewillbeasafetyhazard.Althoughthehotelhasnocustodyobligations,butiftheguesthasbeenplacedatthedoor,doyourbesttohelptheguest,payattentiontothesafetyofthebicycle.TheanalysisreasonTheemployeelacksthebasicserviceconsciousness,rejectstheguesteasily,onewordhasthree"not".Thewaiterdidn'tknowhowtoanswertheguestandwasafraidofresponsibility.ServiceconceptandimprovementStrengthenthecultivationofthestaff'sbasicserviceconsciousness,putanendtothephenomenonof"threeno,fourmust"."Solveproblemsforguests"isnotaslogan.Themanagementpersonnelshouldusetheirbrains,thinkofways,andmakevariousplanstosolvetheproblem,sothattheguestsputforwardavarietyofquestions,thewaiterknowshowtoanswer.SerialnumbercaseThemaintenancemanmumbledtohimselfasherepairedtheequipmentintheroom,whetherhewasblamingthehotelstaffortheguest,whichmadetheguestveryembarrassed.6Processingmethod1,maintenanceworkersshoulddotheirownabilitytodotheirjob,assoonaspossibletorepairfacilitiesandequipmentistheprimarywork.Andonbehalfofthehoteltoapologizetotheguests,becauseeachofusinfrontoftheguestsonbehalfofjinjiangstar.TheanalysisreasonTheroomattendantcleanedtheroomwithoutcheckingtheequipment.Theforemandidn'tmakeacarefulcheckduringtherounds,sothequalitywasnothigh.Maintenanceworkerslackbasiccourtesyandserviceawareness.Theproportionofmanagementpersonneltochecktheroomistoosmall,maintenancepersonneltoequipmentandfacilitieswithoutadequateinspection.ServiceconceptandimprovementFortheguests,thehotelisawhole,there