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Why does the guest turn to other public house?
From;    Author:Stand originally
Why does the guest turn to other public house?

[case content]

On July 17, 2002, old hall is on duty the manager was recieved enter a public house already Italian guest of 4 days. The guest offerred sharp criticism to the service of the hotel, its complain basically as follows:

1, booked our hotel through the company originally, be being made clear designedly is ritzy odd world, but when 14 days are entered, what arrange downstage is two-men advanced room. In the guest ask to fall repeatedly, downstage ability readjust room.

2, that day in the evening, guest invite client eats buffet to the coffee hall of the hotel, coffee hall still has many empty place at that time, but the clerk does not give arrangement, let a guest sit to bar to eat buffet however. The guest feels unvalued.

3, 15 days of guests leave Hong Kong to go to Guangzhou, before leaving, during telling old hall the director leaves in him, the room prohibits anybody is entered. But after 16 days come back, discover room double lock, cannot enter. Somebody of the ability after awaiting nearly 30 minutes comes over to open the door. And had been cleaned by the clerk inside the room.

4, 17 days in the morning, the guest is received urge downstage pay announcement. The guest felt to those who affirm have been do to assure with credit card number before be being entered, just live 3 days to had begun to seek credit, the guest feels the hotel is right his distrust.

According to afore-mentioned circumstances, the guest thinks to change everyday 680 Hongkong dollar live hotel, but the expectation that integral service cannot reach a guest, so the guest asks to retreat a room to change other public house. Although be on duty,the manager expresses regret repeatedly, but guest or firm demand leave. Be on duty the car that the manager is forced to plan a hotel sends a guest to leave.

[case is analysed]

Cause the main reason that the guest leaves:

1, it is the working error that the hotel books a ministry above all. Book a ministry to be in when coming out to book sheet, did not notice special requirement of the guest, the requirement that just installs average company to book a room allocated advanced double room.

2, downstage dest clerk also is lacked mix neatly alert and resourceful, it is OK see from the room the guest is tall room guest, 2 be to ought to tell a guest preparative room to whether the type is guest need, 3 it is a guest when discovering room allocation became wrong, ought to express regret immediately and try to inform be on duty manager. So that can be adopted further act makes a guest satisfactory.

3, recieve downstage not normally practice, the guest complain or the error of the hotel records the guest in the guest history inside archives, other department is so essential unintelligible had had dissatisfaction to the guest.

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