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Zhu Zhe: Xiao Zhou, please comfort the guests and ask the waiter to prepare the fruit plate. I am already on my way.Sorry, Mr. Cui, I'm late. Please eat some fruit to calm down.
Mr. Cui: Who are you?
Zhu Zhe: I am Zhu Zhe, the manager of the housekeeping department. I came here to apologize to you. I am very sorry for causing you an unpleasant check-in experience. We sincerely apologize for any inconvenience caused to you. If you have any needs, I willReport the application to our director immediately and we will ensure your satisfaction.
Mr. Cui: That means you can’t be the master. There is someone above you. Who is it? Who can give me an explanation?
Zhu Zhe: Regarding towels, please listen to me explain to you.
Mr. Cui: Explanation is the most unnecessary thing at this stage. Can a five-star hotel not be able to tell the difference between towels and rags?
Zhu Zhe: I'm really sorry, Mr. Cui. It's our fault. Regarding the towel issue, we have never encountered it in our hotel before.
Mr. Cui: What a coincidence. I haven't encountered it before, but I have kept my certificate. Can you take a look?
Zhu Zhe: No, no, since it has happened, we will not make any excuses. Your complaint is also urging us to improve our service standards. In this way, in order to express my apology, I will upgrade your room immediately.Mr. Cui, this is the bathroom. Come and take a look. Mr. Cui, actually our towels are changed every day when the waiter is cleaning, and these towels have to go through five disinfection processes.They can only be brought to the room after approval, so there is absolutely no possibility of reuse. Of course, no matter how clean these towels are, they should not be wiped on the water table when cleaning. I apologize to you again.I also assure you that we will deal with the relevant personnel seriously and give you a satisfactory answer. Also, I noticed that you did not book breakfast here, so I prepared some breakfast coupons for you, as well as cash coupons for the spa downstairs.After work, you can go to the spa downstairs to relax. This spa has a good social reputation.
Mr. Cui: If you had explained to me with her attitude, wouldn’t the problem have been solved long ago?Waste of time.
Zhu Zhe: Sorry, I also hope that you will continue to supervise our work in the next few days of your stay. If you are not satisfied, you can call me at any time and I will solve it as soon as possible. This is my business card.
Hotel employee: Sister Li, why do you do things carelessly every time?It’s not just once or twice that something went wrong.
Sister Li: Can this be all my fault?Lao Zhang has asked for leave. I am the only one on this floor. I have to clean dozens of rooms. The front desk keeps urging me. Do you think I can take care of it?Those of you who are leaders should also understand it!
Hotel employee: I understand you, who understands me?Every time something goes wrong in this hotel, I always smile to the customers. If something goes wrong, who will I look for if I don't look for you?
Zhu Zhe: Why don't you two talk in front of the hotel?Sister Li, I know you are working very hard. I see the daily workload of our hotel waiters, but the hotel has hotel rules. You have indeed been complained, and it was because of your own mistakes. According toAccording to hotel rules, I have to deduct today's salary.
Sister Li: Why?
Zhu Zhe: But in view of your usual performance, I will grant you one day off this month, with pay.
Sister Li: Then I’ll listen to you, Manager Zhu.
Zhu Zhe: Go get busy!
Sister Li: Thank you, Manager Zhu.
Hotel employee: Manager Zhu, she has no need for such a person.
Zhu Zhe: Nothing is necessary?She left her job. Why do you do it for her?It’s not easy to recruit workers nowadays, don’t you know?Also, if a guest scolds you, you have to say it back. What does the guest care about most?It was you who showed your sincerity right away. All the usual training was in vain, and the bonus is gone this week.
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