The guest asks to register debt

In the evening 11:00, old hall assistant manager is preparing to come off work, phone ring rings hurriedly, small king of the member that sauna center receives silver says agog: "Old hall assistant manager, the guest of 8318 rooms must register debt, and the unit that register debt did not inform us ahead of schedule however, the guest gets angry here... "

The building understands a situation on immediateness of old hall assistant manager, original guest is guesthouse client of one agreement unit, room cost registers debt, sauna is consumed now 180 multivariate, he also asks to mark a room. And the member that receive silver did not receive an announcement, did not grant to agree, ask he is contacted with the unit that register debt first, the guest is very rusty, say the other side closes already machine.

After old hall assistant manager asks guest calm one's anger, patient explanation, express regret greatly. Consider this guest to reach its for frequenter before credit circumstance, old hall assistant manager turns to enrage euphemize with negotiation mouth: "Gentleman, it is so good that you look? Today, we agree with you to record charge into the room first, tomorrow if consultative unit does not agree, convert again cash settle accounts, ? Hope you can forgive, coordinate our work. " the guest has claimed repeatedly: "Be good! Be good! Be good! Still be you think hand and foot, nevertheless you are at ease, I am the important client of their company, besides, I also will run tomorrow, I want a religious service. " the following day, total stage if really the telephone call that receives manager of company of the other side, said to forgot an announcement yesterday, the holding cost of 8318 lodger person can register debt to the room.

Review analyse:

In the management of the hotel, size is complained be in everyday happen, important is how controller is treated correctly complain, how to make the problem gets settlement. Restaurant controller is complained in processing when, encounter special situation to want to be good at flexible, the requirement of the increase that wants a hotel and guest is united in wedlock ably rise.

The first, in this case, below the situation that did not receive announcement of the unit that register debt, xiaowang insists to ask the guest is contacted first, do not grant to register debt otherwise. Set out from restaurant profit reach program issue, xiaowang's practice is right. But inopportune is, the other side already closed machine, and the guest is determined to ask however, how should that do?

The 2nd, after old hall assistant manager understands a situation, see the guest stems from face to be determined to ask, consider this guest to be frequenter again, its before reputation is better, assure for its eventually agree to register debt first, after explaining with the guest morrow is contacted, if the other side does not agree,convert again cash knot pays. Maintained restaurant interest already, satisfied the guest's requirement again.
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