Solutions to common problems such as inability to make phone calls and inability to connect to the internet on a computer

Unable to make a call

1) Problem

Often, after checking into a hotel room, guests find they need service and want to call the room service center (or front desk, switchboard), but they can't find the phone book. Even if they do find it, they can't find the service center's phone number in the thick phone book.

Or, you might want to tell friends in a foreign country which hotel you're staying at, but when they ask for the hotel and room number, you're speechless and dumbfounded.

2) Countermeasures

The hotel's commonly used telephone numbers (including the local phone, the hotel's own phone, the switchboard phone, the front desk phone, the service center phone, the room service phone, etc.) are printed on the panel of the guest room telephone.

My computer can't connect to the internet.

1) Problem

In modern society, people are inseparable from the internet. Whether business travelers, tourists, conference attendees, or vacationers, everyone expects convenient internet access during their hotel stay to browse news, send and receive emails, chat online, and surf the web. Hotels are well aware of this trend and either equip guest rooms with computers or provide internet access. However, in hotels that provide internet access, guests usually need to change their IP address and enter their username and password. Guests either don't know how to obtain the username and password or don't know how to change their IP address (after all, not every guest is an IT expert). Even after finally changing their IP address, they still don't have the username and password. Even after obtaining the username and password provided by the hotel, they still can't log in. The result of inquiry is that the username and password are duplicated by another guest (another guest is using it). Finally, after managing to access the internet, they accidentally cancel a prompt dialog box from the hotel, and then they can't log in again.

After struggling for several tens of minutes, I finally had to ask the hotel staff for help, but they didn't know how either, so I had to call the engineering department for technicians to solve the problem. By the time it was all fixed, it was time to eat, sleep, or check out.

Even worse, the time when the guest should have been sending and receiving emails may have passed, thus delaying the guest's important business activities.

2) Countermeasures

① Collaborate with telecommunications companies to ensure the hotel has enough accounts for each guest room.

② Clearly indicate the steps to access the internet through an internet access guide.

Although many hotels provide internet access guides on their desks, these guides are not written from the perspective of ordinary guests, and the content is not clear, detailed, or accurate enough.

Hotels should carefully design their internet access guides, providing user-friendly, clear, and easy-to-understand steps.

③ Provide internet training for hotel staff.

When guests encounter difficulties accessing the internet in their rooms, not only can the engineering department staff help them, but the lobby manager, as well as the hotel's housekeeping staff and management personnel, should also be able to provide assistance to resolve guests' technical issues related to internet access.

Therefore, it is necessary to train housekeeping staff to master internet skills so that they can solve problems for guests as quickly as possible.

Turning off the lights requires running all over the house

1) Problem

Many guests have this experience: It's late at night, and after watching TV, they're half asleep and about to go to bed. They turn off the bedside lamp, only to find the floor lamp is still on, so they get out of bed and turn it off; then they find the desk lamp is still on, so they go and turn it off; then they find the hallway light is still on, so they find it and turn it off; then they find the bathroom light is still on, so they turn it off; then they find the nightlight under the bedside table is still on. After turning off all these lights and the room is pitch black, they can't even find the bed.

Once I got into bed, I was wide awake.

2) Countermeasures

This situation leaves guests feeling helpless and causes them great inconvenience, yet it is a common occurrence in hotels.

It is recommended to design a master switch for the guest room on the bedside table, so that guests can simply turn off the master switch when they go to sleep.

The alarm clock suddenly went off while the guest was asleep (the guest had not set it).

1) Problem

What annoys guests the most is that the alarm clock in the room suddenly goes off during the guest's afternoon nap or in the middle of the night when the guest is sound asleep, even though the guest has not set an alarm. This makes it impossible for the guest to fall asleep again and seriously affects the guest's work and physical condition in the afternoon or the next day.

2) Countermeasures

This usually happens because the previous guest set an alarm.

Therefore, hotels that place alarm clocks in the rooms can ask the staff to set the alarm clock when they come to the room.

Check the clock's accuracy and volume to ensure the alarm time is accurate, the volume is appropriate, and the alarm is turned off when a new guest checks in.

This prevents the alarm clock from ringing unexpectedly and disturbing the guests' rest.

In fact, modern guests are inseparable from their mobile phones, and mobile phones have alarm clock functions. If needed, guests can set their own alarms on their phones. In addition, the hotel switchboard also provides wake-up service. Therefore, there is absolutely no need to place an alarm clock in the guest room.

Ways to improve the quality of guest room service

"Upon entering the Golden Palm, from the lobby to the rooms, from the swimming pool to the rooftop garden, every waiter you encounter, no matter what they are doing, will pause their work, look at you, and then give you a smile that may be radiant, shy, or serene, but is always incredibly sincere."

It was that smile that instantly made you feel closer to the hotel, relaxed, and like you were home...

Basic requirements for guest room service quality

1) Sincerity

Whether a waiter is sincere reflects their service attitude.

To provide the best service to our guests, we must first emphasize "sincerity" and practice emotional service, avoiding simply completing tasks as a service.

The service provided by room attendants must come from the heart: enthusiasm, initiative, thoughtfulness, patience, and consideration for the guests in every way-in other words, "warm" service.

The reason why many hotels have poor service quality is that the service staff have a bad attitude. Poor service attitude is mainly due to a lack of sincerity and enthusiasm. In practice, this means not smiling at guests, not using polite language, and even arguing with guests.

There is a psychological factor here: the view that the guest is a person, and so is the self, so why should I serve him/her, thus mixing the relationship between people and the relationship between social roles.

Every employee in the housekeeping department must adjust their mindset and treat hotel guests as their own invited friends, receiving them as hosts and considering their needs. This is the guarantee for providing high-quality service.

Sincere service is essentially emotional service; it involves serving guests with your heart, which is reflected in the smallest details and every aspect of the service process.