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A Professional Supplier for One-Stop Purchasing of Star Hotel Linens Supplies.
1. What should I do when a guest returns from a trip and finds that his personal money is missing?
①I'm very sorry for this kind of thing, please provide your room number or name.
②Go to the scene with the guest security guard to understand the relevant content, such as the time when the guest leaves and when they come back, where the money and items are placed and how much money is missing.
③Record the details and promise to give the guests the results of the investigation, and ask the guests to recall whether there is any discrepancy.
④The information provided by the guests shall be investigated in the housekeeping department and the monitoring center, and the staff on duty shall be asked to inform the guests of the investigation results, and the guests shall decide whether to call the police or not.
2. What should I do if the guest cannot make calls in the room?
①I'm very sorry for this kind of thing, please provide the room number.
②Check the guest's computer information according to the room number to see if there is a reason.
③Explain the reason to the guest, ask the guest to understand, and ask the guest to cooperate.
④Make corrections on the computer or notify Housekeeping to review.
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3. When a guest checks out, he finds that the signature of individual bills does not match his handwriting, what should I do?
①I'm very sorry for this kind of thing, I'll check it out now.
②Ask the guest if he/she agrees with the roommate or other friends to charge the consumption to the room rate.
③For any objections that still exist, please suspend the account first, and then settle after clear investigation.
④For objectionable bills, check with the cashier on duty for details.
4. What should the room attendant report to the room carpet and find a cigarette butt hot hole?
①Ask the room attendant to reconfirm whether there is a new smoke hole or to confirm that it is caused by the guest's stay.
②Explain to the guest that there are smoke holes in the carpet in the room, and that compensation is required according to the hotel's regulations.
③If there is any objection, go to the room with the guests to check and ask the guests to recall.
④Compensation fees may be reduced or waived as appropriate.
Hotel room
5. The housekeeping department reported the guest to take a bath towel away and settled the bill at the front desk, what should I do?
①You can't directly ask the guest if he took a bath towel and ask for compensation, but politely ask the guest to help me remember where the bath towel was placed. The room attendant can't find it temporarily.
②If the guest does not want to take it out in person, you can ask the guest to go back to the room to help find it, so as to save face for the guest.
③Explain to the guest that the bath towel cannot be found in the room, and the guest needs to compensate.
④If the guest admits, he should explain to the guest that the bath towel is a non-hotel consumable item and can be purchased if the guest needs it, and at the same time thank the guest for purchasing the hotel items as a souvenir.
6. What should I do if the guest uses the drinks in the mini bar in the guest room, but denies it?
①Please check again with the housekeeping department to see if the drinks in the room have been replenished in time, or the guests have paid for it.
②Please ask the guests who are staying with you if you have used it, or if you recalled meeting with friends during your stay, etc.
③Also ask guests to recall whether drinks are placed in other places in the room, and ask for assistance.
④This fee may be waived as appropriate.
Hotel room
7. What should I do if the guest room key is lost?
①To appease the guest, ask the guest to report the room number or the name of the registrant to check.
②Please present your valid ID and check the relevant information with the registrant on the computer.
③After the error is correct, a key can be remade for the guest, and the guest is reminded that the lost key needs to be compensated.
④Inform the guest that the original key has expired.
8. What should I do if a guest falls ill in the hotel?
①Express sympathy for the guest's illness and reassure the guest that the hotel will take care of it.
②Immediately contact the hotel medical staff for an on-site diagnosis for the guest.
③According to the guest's condition, arrange staff to buy medicine for the guest outside the hotel or send the guest to the nearest hospital for medical treatment.
④Pay attention to the guest until the guest recovers.
9. What should I do if the guest settles the bill at night and leaves the hotel the next morning and asks to keep the room key?
①Explain to guests that the hotel checkout is a 24-hour service, and guests can check out when they want to leave the hotel.
②With the consent of the guests, room inspections and settlements can be carried out, but it is still necessary to keep the keys or other prepayments that may incur costs.
③If there is no room round, the room fee can be settled first, but it is still necessary to keep the key or other prepayments that may incur costs.
④Make notes on the computer and make shifts.
10. What should I do if the deposit receipt of the guest is lost?
①To appease the guest, ask the guest to report the room number or the name of the registrant to check.
②Please present your valid ID and check the relevant information with the registrant on the computer.
③After correct, please make a copy of the certificate for the hotel to keep, and write the certificate.
④If it is not the registrant himself, you can tell the guest that the checkout is temporarily unavailable, and the registrant himself will carry out the checkout with valid documents, and make relevant computer notes.
Hotel bedding sets
11. What should I do if a customer dies while in the store?
①Immediately notify the security department and cordon off the scene.
②Call the police according to the instructions of the superior, and at the same time keep the roommates or the friends of the guests.
③Print the relevant information of the guest, as well as the surveillance video during the stay.
④Recruit hotel-related personnel, such as the house cleaners, to cooperate with the police.
12. What should I do if the hotel does not accept pets, but the guests still bring pets?
①Stop it immediately and politely tell the guest that the hotel has rules that pets are not allowed into the store.
②Please temporarily deposit your pet with the concierge and go through the corresponding procedures.
③If the time is longer, please feed the pet regularly.
④Do a good job of handover until the guest takes the pet out of the store.
Hotel bedding sets
13. What should I do if the guest is drunk and makes trouble unreasonably?
①Remain calm, notify Security, and remove the guest from the customer service area.
②If the situation expands, the duty manager decides to call the police.
③After calling the police, the police will handle it and take the drunk guest out of the hotel.
④In the event of a conflict, it is important to protect hotel employees and property.
14. What should I do if a guest accidentally slips and falls in the lobby?
①Immediately step forward to apologize to the guest and help.
②Help the guests to the rest area, and invite the hotel medical staff to the scene if necessary.
③To understand the relevant information of the guests, give the guests fruits or hotel gifts, etc. to apologize.
④Inform the PA team to set up a notice board on the site, clean up, or expand the scope and strengthen on-site management.
Hotel bedding sets
15. What should I do if the key of the password box carried by the guest is lost and asks for help to open the box?
①Please present a valid ID for registration.
②Please report the relevant items in the box for checking after unpacking.
③Please fill in the unpacking authorization form and sign it.
④The unpacking shall be carried out by security guards, engineering personnel, and duty managers in the presence of, and signed at the same time.
16. What should I do if the order is marked as self-payment, and the guest requests the room fee to be transferred to the company when checking out?
①Politely explained to the guest that the guest was required to pay when booking, and the hotel did not receive a notice from the company.
②Please contact the company to determine the room rate.
③Please notify the hotel in writing or by fax, but must require the signature of a valid person to agree.
④The account can be suspended first and then processed after the guest confirms with the company.
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17. What should I do if the guest does not return to the room overnight?
①Check in the room to see if there are luggage room keys and other items in the room, if there is, there is no need to deal with it.
②Through the computer, learn the relevant information of the guest, such as whether the guest's contact information is a member of the group/meeting, etc.
③Try to get in touch with the guest based on the information to determine how the room will handle the matter.
18. The hotel is full, and there are still guests staying at the hotel, what should I do?
①Thank you very much for coming, and politely explain to the guest that the hotel is fully booked.
②Contact the housekeeping department, check the maintenance room and other special rooms, and explain to the guests whether they are willing to stay.
③It can make reservations for guests, put them on the waiting list, and notify guests immediately when they check out.
④Make reservations for guests at other hotels of the same level, and pick up guests back to the hotel for check-in when a room is available the next day.
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19. How to book a room by phone?
①Answer the phone within three rings and report to the house.
②Record all guest room reservation requirements, contact number and retention time, etc.
③Check the guest condition of the guest on the day of booking to see if it can meet the guest's requirements. If not, suggest the guest to change the room type or make a waiting list.
④Confirm the reservation with the guest and thank the guest for the reservation.
20. What should I do if a friend who claims to be the general manager asks for a special price?
①Please check in first and go through the normal check-in procedure.
②Please try to contact the general manager to inform the front desk to change the room rate after check-in.
③Please understand that the front desk will only modify the room rate after receiving the notification from the leader.
④Notify the leaders of the department and do a good job of handover.
Hotel bedding sets
21. What should I do if the guest is on a birthday during his stay?
① Notify the restaurant department to prepare birthday cake cards and flowers for guests.
② Notify the housekeeping department, and notify the assistant lobby manager when the guest returns to the room.
③ Send birthday cakes and flowers to the guests and wish them a happy birthday.
④ Ask the guests for comments or suggestions, and keep records and archives.
22. What should I do when I lead a guest into the room and find that the room is not tidy or that there are other guests' luggage?
① Immediately exit the room and apologize to the guest.
② Immediately notify the front desk, report the situation, and change rooms for the guests.
③ Bring guests into other OK rooms and go through the room change procedures for guests.
④ Check the room status with the housekeeping department and find out the reason.
23. The luggage of the team has arrived, but the guests have not arrived, what should I do?
① Check the booking team to determine if the luggage belongs to the team that will arrive at the store.
② Check the integrity of the luggage, and confirm the number of pieces of luggage with the signature of the person delivering the luggage.
③ Cover all luggage with a net and deliver it after the team arrives at the store.
④ Get in touch with the team leader and do a good job of handover.
24. How to store luggage for guests?
① Please fill in the luggage storage form.
② Remind guests that valuables, inflammable, explosive and fragile food and other valuables will not be stored in the hotel.
③ Check the integrity of the luggage, confirm the number of pieces of luggage and the pick-up time.
④ Hand over the luggage storage coupon to the guest, and remind the guest to pick up with the luggage storage coupon.
Hotel quilt
25. What should I do if the pickup coupon is lost when the guest picks up the luggage?
① Please state the information such as the number of luggage, the style, and the storage time.
② Confirm whether there is luggage storage as the guest said.
③ Please show your valid ID, check it with the luggage storage card, and copy the ID for registration, please sign for it.
④ Remind the guests that they can only withdraw if they match all the information on the deposit card.
26. What should I do if the guest room is not ready after the guest arrives?
① Immediately contact the housekeeping department to provide other OK rooms for guests to check in.
② Inquire about the waiting time of the housekeeping department, please wait a moment.
③ If the time is longer, the assistant manager of the lobby will lead you to the lobby bar to rest.
④ Contact the housekeeping department at any time, and let the guests enter the room to rest in time.
Hotel quilt
27. After the guest arrives, the guest room is not ready, what should I do if the guest says to check in first and then clean?
① Tell the housekeeping department that the guest is willing to check in first and then clean.
② Tell the guest that the room has not been cleaned, and please leave the luggage in the luggage room for storage.
③ Check in for the guest and apologize for the room not being ready.
④ Make a note on the computer, pay attention at any time, and change the room status.
28. What should I do when the guest refuses to pay the deposit?
① Politely explain to the guest that paying the deposit is the hotel's policy, which is to facilitate the guest's consumption in the hotel.
② The amount of the deposit can be reduced as appropriate, but it must be higher than the room rate.
③ It is recommended that guests swipe their credit card and settle the bill with cash or credit card.
④ It is recommended that guests contact the hotel sales staff or others to make guarantees for them.
Hotel protection mat
29. The guest's check-in deposit is not enough, and he said that his friend brought money to make up for it at night. What should I do?
① It is recommended that guests make guaranteed reservations and reserve rooms for guests.
② Let the guest check in, make a key according to the amount of the deposit, ask for the guest's consent, and notify the housekeeping department to withdraw.
③ Ask guests to swipe their credit cards or contact hotel staff for guarantee.
④ Pay attention to this room, do a good job of handover, and follow up the deposit at any time.
30. The guest has booked two rooms and asked to help his friend who arrived late to register and open the room, what should I do?
① Politely explain to the guests that two rooms must have more than two documents for registration, which is the regulation of the Public Security Bureau.
② It is possible to allow guests to open one room first and reserve the other room for guaranteed reservations.
③ Ask guests to provide their friends' information, check the guest history files, and check in for them.
④ The room can be opened first, but guests must be reminded that their friends who arrive late must register and follow up.
Hotel protection mat
31. What should I do if the guest disagrees that the amount of the cash deposit is higher than the room charge?
① Politely explain to the guest that it is for the convenience of the guest to sign the bill for consumption in the hotel.
② Politely explain to the guests that in addition to the room fee, there are other uncertain expenses, such as telephone charges, hotel charges, etc.
③ The hotel settles according to the final actual consumption of the guests.
④ It is recommended that guests deposit cash for the room fee, and the rest can be settled by credit card.
32. What should I do if the team/meeting requests a late check-out time?
① You must contact the receptionist of the group/meeting at the hotel to confirm the charges for late check-out.
② Determine the delay time and report it according to the customer's situation.
③ It is recommended that the team/meeting reserve a few rooms for luggage storage or rest.
④ Pay attention at any time, follow up the check-out situation, and make preparations for checkout.
Hotel protection mat
33. What should I do if the guest requests a room change?
① Ask the guest for a reasonable reason for changing rooms.
②According to the customer's situation, please bring the key to the front desk to go through the room change procedure.
③ Change the room rate and notify the housekeeping department of the room change.
④ Fill out the room change form and inform the relevant department or position.
34. What should I do when a visitor asks for the room number of a confidential room or an important guest?
① We must adhere to the principle that the information of the guests cannot be leaked at will.
② Gently tell the visitor that there is no guest they are looking for at the moment, and they can contact by themselves.
③ It is recommended that visitors leave a message to tell them.
④ Call to ask if the guest can tell the visitor's room number.
35. What should I do if a stranger comes to the reception to pick up the key?
① Check whether there is a key deposit mentioned by a stranger at the front desk.
② Check whether there are instructions or special requirements for the collection of this key.
③ Check the identity of strangers and register if necessary.
④ Gently tell the stranger to contact the holder of the key, and then tell the front desk whether it is available for collection.
36. What should I do if the actual house status is occupied, but the computer is available for sale?
① Immediately control the room and check the specific room status with the housekeeping department.
② Ask other colleagues if there is an error or something that has not been followed up.
③ Call the resident in the room to verify the identity and find out the reason.
④ After finding out the reasons, explain to the guests, ask the guests to cooperate, or take remedial measures.
37. The actual condition of the room is that the room is vacant to be cleaned, but the computer is occupied, what should I do?
① Immediately control the room and check the specific room status with the housekeeping department.
② Ask other colleagues if there is an error or something that has not been followed up.
③ Please enter the room to check and confirm the real state of the room.
④ After finding out the reasons, explain to the guests, ask the guests to cooperate, or take remedial measures.
38. What should I do if a guest calls outside the store and asks to check out?
① Please report the room number and the name of the registrant for verification.
② Ask for the name of the caller and the location of the key.
③ Ask the guest how to settle the bill and do the corresponding work.
④ Notify the housekeeping department to do a room round and check out.
Hotel pillow
39. Someone goes to the hotel to ask for debts and asks to tell the guest room number, what should I do?
① The principle that the information of the guests cannot be leaked at will must be adhered to.
② Gently tell the caller that there is no such guest staying at the moment, please contact by yourself.
③ It is recommended that the caller leave a message and tell it to him.
④ Please cooperate with the security department to prevent the situation from expanding.
40. What should I do if the check-out guest asks to keep the room, and asks to check in the room again two days later?
① Check the guest situation after two days to determine whether you can book this room for him.
② Make a reservation for the guest and indicate it, but cannot promise the guest to reserve the room for him, but try to do as much as possible.
③ When guests are nervous, please book other types of rooms, but try to arrange this room as much as possible.
④ Do a good job of handover work and customer history files.
41. What should I do if the guest leaving the store requests to hand over the items?
① If the time is long, please leave it at the concierge.
② Explain to the customer that flammable, explosive and fragile food will not be handed over.
③ Please fill in the item handover form and indicate the contact method.
④ Please indicate the recipient or the time of receipt.
Hotel pillow
42. What should I do if I receive an email from a guest leaving the store?
① Check the guest history file and contact the guest.
② Contact the reception unit of the guest in the area, and the unit will transfer it.
③ Keep it in the department and wait for the guest to pick it up and deal with it according to the regulations.
④ For urgent items, etc., if the customer cannot be contacted, it should be returned immediately.
43. What should I do if the visitor asks the front desk to hand over the valuables to the pre-arrival guest?
① Confirm with the visitor whether there are such pre-arrival guests.
② Notify the assistant manager in the lobby to store the valuables in the hotel's valuables deposit box, and the assistant manager in the lobby will keep the guest keys.
③ Fill in the item handover form, please leave your name and contact information, and leave a message.
④ Do a good job of handover and follow up on this matter.
44. What should I do if the other party's voice is too low to hear clearly?
① Apologize to the guest and ask the guest to be louder.
② It is recommended that guests call again or change the means of communication.
③ Listen carefully and take notes.
④ Repeat the content of the transcript and confirm with the guest.
45. I have a phone call to find a resident, but the computer shows that the room is not rented out, what should I do?
① I apologize to the guests and explain that the room to be transferred is vacant.
② Ask the caller for information such as the name or unit of the guest they are looking for to determine whether they have checked out or not.
③ Please leave the contact information and contact the guests who have left the hotel according to the guest history file.
④ Please leave a message for the caller.
46. What should I do if I find secret room guests from outside?
① The principle that the information of the guests cannot be leaked at will must be adhered to.
② Tell the caller that there is no such guest staying at the moment, please contact him by himself.
③ Ask the caller to leave a message and tell them.
④ Call to ask if the guest wants to answer the phone or tell the room number.
47. What should I do if I receive a silent call?
① I apologize to the other party, but I can't hear the sound, so please speak louder.
② Ask the other party to redial or change the communication tool.
③ If you can't hear the other party's voice, please hang up first.
④ After hanging up, check whether the phone is normal.
Hotel towel
48. What should I do if a guest needs a wake-up call service?
① Please provide your room number and name and the time you want to wake up.
② Repeat the guest's wake-up service request and confirm it.
③ Make a record and set it on the computer.
④ After the computer wakes up automatically, the manual phone will confirm the wake-up again.
49. What should I do if the computer fails and cannot provide wake-up service?
① Please provide your room number and name and the time you want to wake up.
② Repeat the guest's wake-up service request and confirm it.
③ Make records and hand over shifts.
④ Wake up manually by phone, if necessary, ask the room attendant to wake up on the spot.
50. What should I do if the guest wants to hang an outside line in the room after checking out?
① Politely explain to the guest that after the bill is settled, the phone in the room cannot make outside calls.
② It is recommended that guests use the public telephone at the business center of the hotel.
③ The outside line can be opened again for the guest as appropriate, but the guest must be asked to pay the call fee in time.
④ Turn off outside calls at any time.
51. The guest arrives at the expected time to leave the hotel, but the checkout in the future has not been completed. What should I do?
① Notify the housekeeping department to check whether it is an out-of-home room.
② Fill in the renewal notice, send it to the guest room, and ask the guests to go to the front desk to go through the renewal procedures when they come back.
③ If the guest's deposit is insufficient, he/she should leave a message on the computer and send a reminder note to the guest room.
④ According to the guest history file, try to contact the guest.
Hotel bathrobe
52. What should a guest do when he comes to the house with a non-personal ID card?
① Politely explain to the guests that the housing registration must use their ID card.
② It is suggested that guests can make a guaranteed reservation first and reserve a room for them.
③ Please provide the guest's name, check the guest history file, and check in for the guest.
④ Apply for the approval of the superior, ask the guest to provide other hotels or contact relatives, and send a written or fax to check in.
53. What should I do when I find a double sale?
① Immediately notify the room center or the floor attendant, invite the guest to the OK room, and change the room for the guest.
② Immediately apologize to the guests, notify the assistant manager of the lobby to deal with it, and prepare the OK room key card and the procedures for changing rooms.
③ Upgrade the room for the guests and send fruits or hotel gifts to apologize.
54. A guest came to the main station, claiming to be the Public Security Bureau, and asked to find a guest or other incident. What should I do?
① Please present a valid work permit and record the name of the unit.
② After confirmation, cooperate actively and notify the assistant manager of the lobby and the security department.
③ Bring public security personnel into the non-customer service area for assistance.
④ Confidentiality to the outside world.
55. There is a hole in the laundry, and the guests and the laundry room have their own opinions. What should I do?
① Apologize to the guest and record the guest's response to the problem.
② Check the collection record sheet to see if there are any instructions, and ask the receptionist about the situation.
③ Negotiate with customers to repair clothes.
④ Negotiate with the guest to compensate for the guest's clothing.
Hotel slippers
56. What should I do if the guest is in arrears?
① Send a reminder notice to the guest room and ask the guest to pay the arrears.
② Remove the hotel water in the room and turn off the outside telephone.
③ Go to the room with the assistant manager in the lobby and ask the guest to pay in person.
④ Enter the guest's arrears into the guest history file, and add it to the hotel's unwelcome list if necessary.
57. What should I do if the guests have signs of escaping their accounts during their stay at the hotel?
① Pay attention to the deposit of the guests at any time, and send a reminder notice to the guest room when it is insufficient.
② Respond to the superior and notify the housekeeping department and security department to pay attention to the guests in this room.
③ Control the bar in the room and remove it if necessary.
④ Enter the guest history file and add it to the hotel's unwelcome list if necessary.
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58. It has been confirmed that the guest has escaped the account, what should I do?
① Immediately notify the security department to intercept the guest.
② Notify the housekeeping department to check out and suspend the account.
③ Report to the leader, and call on the account according to the address of the guest history.
④ Enter the guest history file and be included in the hotel's unwelcome list.
59. What should I do when the guest is inconvenient to move?
① Provide assistance to the customer with the consent of the customer.
② Arrange dining table for guests, as close to the elevator or door as possible.
③ Remind the guests to notify the relevant posts of the hotel to serve them at any time when necessary.
④ Pay attention to customers and provide meticulous and thoughtful service at any time.
Hotel toiletries sets
60. What should I do if the guest's luggage is sent to the wrong place by the airline and asks for help in finding it?
① Reassure the guest and tell the guest that the hotel will definitely assist in the search.
② Please provide relevant information such as the number of pieces of luggage, the flight, etc.
③ Get in touch with the airline and tell the relevant information to help you find it.
④ Take the guest's luggage back to the store and deliver it to the guest's room.
61. What should I do when I find hotel employees quarreling in the workplace?
① Immediately step forward to stop it.
② Take employees away from the customer service area.
③ I apologize to the guest and ask the guest to forgive me.
④ Notify relevant departments for internal processing.
62. What should I do if the guests fight in the room?
① Immediately notify the security department and the housekeeping department and go to the door to check.
② Politely ask the guests to open the door, explain to the guests that the sound will affect other guests, and ask the guests to assist.
③ Separate the guests and ask them to mediate calmly.
④ Advise guests to check out immediately and leave the hotel as soon as possible.
63. When the guest arrives at the reception desk, the receptionist is answering the phone, what should I do?
① Immediately signal to the guests and ask them to wait a moment.
② End the phone call as soon as possible to provide services to customers.
③ If the call time is too long, politely apologize to the customer, let them wait for a long time, and provide service to the customer.
④ If the service required by the customer can be provided in time, it should be solved first before answering the phone.
64. What should I do when the guest is not present when delivering luggage for the guest who is changing rooms?
① Immediately call the guest about luggage matters.
② Leave your luggage at the concierge and leave a message to the guest.
③ Ask the room attendant to assist you in bringing your luggage into the room.
④ Find other rooms with you, send your luggage in and sign for it.
65. How to answer the phone?
① Within three rings, pick up the phone.
② Greet each other politely and report your home.
③ Listen carefully, make a record, and repeat and confirm in a timely manner.
④ Thank the other party for the call, and ask the other party to hang up first.
Hotel leather goods
66. What should I do if the guest wants to make a long-distance call?
① Please tell the room number to check the situation of the room and see if there are any special restrictions.
② Politely explain the reason for not being able to dial to the guest.
③ Open a long distance for the guest and tell the guest how to dial.
④ Remind the guests that the public telephone can be used in the business center.
67. What should I do if the guest asks to call the general manager?
① Politely ask the caller's name or unit and whether he has an appointment with the general manager.
② With the consent of the general manager, transfer the call.
③ Ask the guest to leave a message to convey it.
④ Transfer it to the general manager's secretary for handling.
Hotel leather goods
68. What should I do if I pick up passengers at the airport and have not received them?
① Ask the airport staff if all passengers on the flight have disembarked.
② Confirm with the airline whether the guest is on the booked flight.
③ Whether there is a temporary change in the telephone contact with the customer.
④ Contact the hotel reception to see if the guest arrives in advance.
69. The guest is talking, what should I do if I want to find him?
① Do not rashly interrupt the conversation between guests.
② Look at the customer you are looking for and attract their attention.
③ When the guest realizes that he has stopped talking, he should first apologize to the guest and explain his intention.
④ The content of the speech should be concise and to the point. After the guests reply, they should express their gratitude and apologize to other guests.
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