SKILLS Flashcards
HIDDEN R.B
- Evidence
- Suspicion explained
- State the rule
- Reason of rule
- Consequences
PUBLIC R.B.
- Describe behaviour
- State the rule
- An alternative given
- Reason of rule
- Ask for cooperation
SAYING NO
- Request understood
- State the rule
- Alternative given
- Reason of rule
- Ask for cooperation
Bare feet (what, rule, reason of rule, alternative)
SAYING NO
Rule: Entering the restaurant with bare feet is not allowed
Reason of rule: not the dress code, hotel policy and it can be dangerous due to glass on the floor, we are responsible
Alternative: shop at the end of the road, sit on the terrasse, neigbour restaurant
Lighter to smoke (what, rule, reason of rule, alternative)
SAYING NO
Rule: smoking outside of the designated areas is not allowed
Reason of rule: hotel policy, obliged by dutch law, might bother other guest
Alternative: you can smoke in the smoking area outside.
Fraud: higher the bill (what, rule, reason of rule, alternative)
SAYING NO
Rule: we can not higher the bill with putting things on there that you did not have
Reason of rule: we will have problems with the accounting and inventory, obliged by dutch law, it is our hotel policy not to write out higher bills
Alternative: tip us, order more drinks
Dog in the restaurant (what, rule, reason of rule, alternative):
PUBLIC R.B.
Rule: dogs are not allowed in our restaurant
Reason of rule: it is our restaurant policy, it is for hygiene, people can be allergic (safety reasons)
Alternative: our neighbours allow dog, you can leave the dog outside, you can get your food takeaway, you can sit on our terasse
Guest eats own sandwich (what, rule, reason of rule, alternative):
PUBLIC R.B.
Rule: you are not allowed to eat or drink food not provided by our restaurant
Reason of rule: the restaurant is responsible for everything consumed here, we would like to exceed expectations of other guests, we need to make revenue
Alternative: you can eat your sandwich after you left the restaurant, our chef can make anything to your preference - we also serve vegan and gluten free sandwiches,
Reserved table (what, rule, reason of rule, alternative)
PUBLIC R.B.
Rule: when tables are reserved we have a rule in our restaurant that this table has to go to the designated people
Reason of rule: we want to exceed other guests’ expectations, the other people specifically asked for this table months ago
Alternative: we have a similar table over there, we can make a reservation for you for next time to sit at this specific table
Smoke in the room (what, evidence, suspicion explained, state the rule, reason of rule, explain consequences)
HIDDEN R.B.
Evidence: HK informed us that by cleaning your room this morning they smelled a strong sence of sigarettes
Suspicion: since it is your room, do you have any idea where this comes from?
State the rule: Smoking in the rooms is not allowed
Reason of rule: smoking inside of the hotel is obliged by dutch law, it could cause fire and bring other guests in danger, it is our hotel policy that we do not allow this
Consequences: when housekeeping smells this another time we have to take consequences and charge you for additional cleaning costs. Maybe you could notify us when you smell something?
Missing bathrobe (what, evidence, suspicion explained, state the rule, reason of rule, explain consequences)
HIDDEN R.B.
Evidence: HK informed us that by cleaning the room they came to the notice that the bathrobe is missing
Suspicion: Since you stayed in the room, you were the last person that has seen the bathrobe. Do you know where it is?
State the rule: It is not allowed to take the bathrobe
Reason of rule: If amenities get missing every week we might not keep up to the same standards for all guests and it will cost us a lot of money to repeatedly buy new stuff
Consequences: We won’t do anything with it this time, I suggest you check next time if all amenities are in your room, also because we want to exceed your expectations, But I have to say, the next time something like this happens we will have to charge you a small fee.
