The problem of hotel management, the master comes quickly and urgently 20

I don't know which hotel and which department you serve, let me tell you what I know about how JW Marriott generally deals with such types of problems: 1. If the reservation department is in charge, it will first explain the reasons for the fluctuation of room prices (such as the tourist season, tight rooms, etc.), if it is an old customer, we will have his file, and give him an appropriate discount according to the type of customer, but generally give appropriate free services, try not to give discounts; 2. Your question is not clear, does it refer to the agreement customer? We will generally insist on discounts for customers who agree with them, and at most give appropriate free services, such as laundry or fruit baskets at turndown; 3. Subject to the timetable; 4. If the guest has checked in, give an explanation, of course, the pick-up fee can not be billed, if it has not been checked-in, and the customer is booked with a credit card, the money will be billed, the principle is that the guest only accepts a service can only receive a service money; 5. **Unable to deal with it, communicate with the guest, leave the ** and room number of the hotel where he is staying now, **handle it at the switchboard, email**, this is the way of JW, Marriott's other brands will be slightly lowered, but there will be no change.

Answer: 1. Unified hotel clear code**, unified communication of the day's discount.

2. Understand the same hotels in the same city**, and understand the reasons why the main customer groups of the hotel choose me. According to the management level of the hotel, set the ** authority of each management level, and the price reduction will make the guests feel that there is a substantial price reduction, and the profits of each hotel will not bring too much loss. Once the customer is still not satisfied with the general manager, he can refuse to reduce the price again, as long as the other party is impeccable in his behavior, and believe that the customer will accept this.

3. If such a problem occurs, I think it is a good thing, and it is just right to carry out extended services. Confirmation shall be made immediately and the customer shall be informed of the confirmed information as soon as possible, and the expired flight schedule may be corrected accordingly.

4. This is the other party's mistake, if the actual flight is scheduled to be late, it should be confirmed immediately and the plan should be changed; If it is in advance, you should inform them in advance that you will try to meet the other party's pick-up needs immediately, and then inform them of the specific reasons.

5. Immediately solve it according to the customer (do not have to report), and if it is completed correctly, you can win the hearts of customers.

Summary. According to the information and market research data provided by the official website of Hyatt Regency Wuxi Suning, the hotel's main customers come from business travel, conference activities and tourism vacations. Among them, business guests account for a relatively large proportion, they usually need to conduct business negotiations or participate in various business meetings in Wuxi, so they have higher requirements for the hotel's hardware facilities and service quality; The second is the source of conference activities, these guests are usually staying to participate in the conference held in the hotel, and also have high requirements for the quality of meeting room facilities and services; Finally, there are tourist tourists, who pay more attention to the environment, comfort and landscape of the hotel.

Guest source analysis of Hyatt Regency Wuxi Suning.

According to the information and market research data provided by the official website of Wuxi Suning Hyatt Wine Orange Store, the main source of customers of the hotel comes from business travel, conference activities and tourism vacations. Among them, business guests account for a relatively large proportion, they usually need to conduct business negotiations or participate in various business meetings in Wuxi, so they have higher requirements for the hotel's hardware facilities and service quality; The second is the source of conference activities, these guests are usually in order to participate in the conference held in the hotel and live in the army, and there are also higher requirements for the quality of conference room facilities and services; Finally, there are tourist tourists, who pay more attention to the environment, comfort and landscape of the hotel.

Judging from the market research data, with the rapid development of China's economy and the increasing improvement of people's living standards, the demand for business travel and conference activities is growing, so these two types of tourists have gradually become important customer groups for many five-star hotels. At the same time, with the acceleration of globalization and the popularization of tourism culture, more and more people choose to travel to different cities for vacation, so this part of the source of tourists has gradually become an important customer group of many hotels. According to the needs and characteristics of different guest sources, Hyatt Regency Wuxi Suning has corresponding measures and advantages in terms of hardware facilities, service quality and event planning, and is committed to continuously improving customer satisfaction and brand image.

Kiss 1Room hygiene, the floor foreman is the key person to ensure the quality of room hygiene, is the last link to control the quality of guest room products, and directly affects the quality of service to guests. Through the work practice of more than a month, I have basically mastered the inspection standards of room hygiene, and I can also independently control the overall quality of a room.

However, there are still some deficiencies, and there are still substandards in the inspection of supervisors and departments. Through the analysis, the overall control of room hygiene is not in place, and the inspection only sticks to individual places, lacking overall control. The standard of hygiene quality is still not high enough, and there are still some neglects in the inspection.

However, through the hygiene inspection during this time, it was realized that the inspection of the foreman was only a job to supervise and mend the table, and more important was the cleaning of the room by the staff. Therefore, in the next work, I will pay more attention to the cleaning of the room by the staff, improve the hygiene standards of the staff, and take care of the first pass of room hygiene. 2.

In terms of management, some people say, "the foreman is a man in the seams", which is not an exaggeration at all, and the upper part must be responsible for the supervisor and the lower part of the employee, and play a leading role. In order to properly handle the relationship with superiors and between peers and subordinates in work, it is necessary to coordinate well through more practice and personal experience. In this more than a month, there is still very little to do in this regard, and there is still a long way to go, and this aspect will be the most important place for me to learn in my future work, not only through books, but also through learning from leaders and colleagues, to make up for my own shortcomings in this area.

3.In terms of communication, due to my previous work in Building 5, I didn't have much contact with the employees in Building 8 and didn't know them very well. Now when I come to Building 8 to work with them, I must understand each other and establish a good working atmosphere, so I have strengthened communication with you in the past month and have a certain understanding of each employee.

However, due to the large number of employees in Building 8, and the age span and different personalities, it is still relatively difficult, and I am also trying to find a way to communicate with everyone. Let yourself integrate into this large group as soon as possible. 4.

Communicate with the guests, after being the foreman, and the previous reception when communicating with the guests in the method and mentality to be different, no longer just communicate with the guests, and then hand over to the foreman, now to stand alone, think of the best way to deal with the guests' dissatisfaction and questions, and also play a leading role in front of the staff, maintain the image and interests of the hotel. In the past month, I have tried to communicate with the guests in charge of the floor every day, and from the simplest inquiry about the guest's stay to the solution of the problem of claiming compensation and complaints from the guest. At first, I felt that it was difficult, and I didn't know how to speak, but I slowly relaxed and felt the joy of communicating with customers.