guest(guest room)

对客服务中，由于服务员未严格执行操作程序而导致客人走错房间的后果有多严重？

 

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打开房门，他似乎闻到一股酒味莫里斯皱了皱眉，就着走廊微弱的灯光，他顺手将手中的公文包扔在床上，谁知床上有个“物体”哼了一声莫里斯吓得浑身直冒冷汗，他急忙打开客房里所有的灯，才发现有一个陌生男子躺在他的床上，满嘴酒气，呼呼大睡。

莫里斯狂奔至大堂，气急败坏地向大堂经理投诉    Its 1 a.m in the early morning in one hotel. Mr. Morris who lived in room 303 back to the room with a tired body. When he opened the door, there was strong alcoholic smell. Mr. Morris frowned, with the corridor faint light, he threw the briefcase to the bed. To his consternation, someone was snorting. Morris was scared straight cold sweat, he quickly opened all the lights in the room and saw a strange man lying in his bed, reeking of booze, snore loudly in his sleep. Mr. Morris ran to the lobby, complained to the lobby manager.

        经了解，睡在303的莫里斯房间里的是503房的一位日本客人，他因为喝多了酒，走错了房间是楼层服务员帮他开了303的门，楼层服务员声称他接到了前台的电话，让帮忙开一下303的门，当时客人喝多了，又不说话，所以他也就未核对客人资料就直接开了门。

大堂经理在前台调查当值员工时，对方坚持没有打过电话，晚上也没见过那位日本客人      After inquiring, the stranger in room 303 was an Japanese guest, whose room was 503. He went into the wrong room because he is drunk. The floor attedant opened the door of 303 for him. The floor attendant claimed that he received the call from the Front Desk to let him open the door of room 303. The guest was drunk then, and he said nothing. So the floor attendant didnt check the guest information and straight opened the door. The lobby manager investigated into the front desk staff on duty, the staff insisted that he hadnt given the floor attendant that call. And he hadnt seen the Japanese guest that night either. 

        最后经多方调查，才弄清楚电话是当值保安从中央控制室打给楼层服务员的当值保安从镜头上看到一位客人走到303房就不走了，以为他就是303的客人，处于好心，打电话给楼层服务员帮客人开门，谁知却……。

      Finally according to the various investigation, they made it clear that the phone was called from the central control room by the security on duty. The security saw one guest lingering in front of room 303. He thought he might be the guest of 303. Out of kindness, he called the floor attendant to open the door for the guest, he didnt think itd happen like this.

  分析  Analysis﹀﹀﹀        对客服务中，由于服务员未严格执行操作程序而导致客人走错房间的后果非常严重的一方面，会让客人缺乏安全感，不再相信酒店；另一方面，容易产生财物等纠纷，给酒店的信誉及效益带来不良影响。

     In the process of offering services to the guests, the staff didnt strictly carry out the operation procedures and led to the guest went into the wrong room, the consequences was very serious. On one hand, it might let the guest lack of safety, then he would no longer believe in hotel; On the other hand, its easy to produce the property dispute, and that might have a bad affect on the hotel reputation and benefits.

      建议      Suggestions﹀﹀﹀1        当楼层服务员发现客人时，应首先询问客人是否帮忙如果客人忘记带钥匙或打不开，必须按程序核对客人姓名、房号等资料，确认无误后可以帮客人开门。

        When the floor attendant found the guest, he should ask the guest whether he or she need help first. If the guest forget to bring the key, according to the process, he must check the guest name, room number and so on. After confirming these, he can assist the guest to open the door.

2         如果语言不通或客人醉酒，应及时通知大堂经理和保安来处理，不要急于帮客人开门        If the staff have language challenge with the guest or the guest is drunk, he should promptly inform the lobby manager and security guards to deal with, open the door first.。

3        当接到电话说客人进不了房需要帮忙时，要记录致电者姓名及部门以备查；不管致电者是否提供客人房号，服务员都要按程序核对资料（除非前台特别声明已核对客人资料）         When receiving a phone call said the guest cant enter the room and need help, record the callers name and department for future reference; No matter whether the caller probive guest room number, the staff should check the information according to the process(unless the Front Desk specially stated that the guest information has been checked).。

4         如果客人因忘带钥匙或钥匙打不开、或忘记房号到前台求助，前台核对客人资料无误后，可以让行李生陪同客人一同上房，由楼层服务员直接开门，无须再核对         If the guest come to the front desk for help because he forgets the room number or bring the key or the key cant open the door. After checking and confirming guests information, he can ask the bellboy to go upstairs with the guest, the floor attendant open the door for the guest directly.。

5         保安部在中控注意到客人需要帮助时，可以致电楼层服务员前去查看，但不可以用指令性语言，以免误导对方作出错误判断         If the security notices the guest need help from the CCTV in the central control room, he can call the floor attendant to check first, in order to avoid misleading him to make the wrong judgment with the mandatory language.。

供稿/重庆华商酒店有限公司总经理 刘国庆The Manuscript Supplied by the General Manager Mr. Liu Guoqing 【国际白金管家联盟】专用手机号：13823792826