"What did you lose?"

"Are you sure you brought your lost items into the hotel?"

"Is it possible that you took it with you?"

"Can you please tell me what the missing item is?"

And so on, a series of questions were not answered positively by the guests.

The guest's answer was only one sentence over and over again: "The thing is very expensive, anyway, it was lost, and it was lost in your hotel!"

The duty manager of the day was Connie from the front office department, and it was difficult for a clever woman to cook without rice, and Connie, who has always had a lot of experience in customer service, also frowned when she treated this guest.

"Ding Dong, are you sure you haven't touched anything in the guest room?" she asked, looking directly into Ding Dong's eyes.

"Of course. Ding Dong replied affirmatively, and she gave Connie the same gaze, her gaze calm and calm, "I didn't take anything from the guest. ”

"But the surveillance," Connie said, "only shows you alone in and out of room 1408." ”

The woman, who was nearly forty years old, had a pair of eyes that were almost mean, and she looked at Ding Dong with an aggressive expression and a more suppressive tone.

"The oblique corner of the door of 1408 is the surveillance, and if you open the door, you can see half of the room. ”

Ding Dong smiled: "In this case, the monitoring must be able to see how messy the guest's room is, in the face of such a messy room, I care more about when the cleaning will be completed, rather than looking for anything valuable to take away." Besides, you also said that the hotel is monitored, and I am sick in the brain, so I take things from guests under the surveillance?"

"Could it be that you mistakenly threw it away as garbage?" Kevin is still willing to trust this difficult brother who has faced many strange complaints with him.

His words reminded Ding Dong.

"Chances are, I rummaged through the garbage bag. Ding Dong said, getting up and walking to the linen room.

"I'm with you. Kevin followed.

Although she didn't speak, Connie's stiff expression was noticeably relaxed.

"Let's go. ”

"You, too?" Kevin was able to join him, which had already surprised and moved Ding Dong, but Connie ...... In any case, she is also a manager-level existence, and she wants to dig through the garbage with herself at this moment?

"It's important to resolve complaints. Connie just glanced at Ding Dong lightly and said.

In the linen room of the Hefes Hotel late at night, three people from high to low positions turned the garbage bags in room 1408 upside down. Unfortunately, the most likely thing in the bag to call "valuable" is a bottle of mineral water that has been pinched flat. In addition, it is full of food waste that resembles fruit peels and shredded outer packaging.

"Why don't you show him this?" Ding Dong pinched the mouth of the mineral water bottle and shook it, "After all, this is the only one who has been left with a 'whole corpse' by him." ”

"Does your manager know you're so skinny?" Connie glared at Ding Dong with some annoyance.

"The point is that this guest refuses to say what he lost, it's really impossible to find. Kevin's sweat came down again, and he pulled out the paper towel and kept wiping it, only to get the confetti on his forehead.

"If that's the case, we can only prepare for the worst. Connie looked at Kevin meaningfully, and Kevin nodded knowingly.

"What's the worst-case scenario?"

As Connie walked towards room 1408 with a solemn face, Ding Dong asked Kevin quietly.

"This ......," Kevin replied after a moment's hesitation, "touching porcelain." ”

Ding Dong suddenly understood.

Even if it is a five-star hotel, it is impossible to eliminate the situation of touching porcelain. Some of the "old fritters" who got rich by touching porcelain hotels are very good at exploiting the hotel's service loopholes. They know where the "seven inches" of the big hotel that regard service and reputation as their life are, and they will always take a sense of proportion and seal their throats with a sword.

Encountering such a guest is like a show meeting a soldier, except for sending away this "plague god" with the mentality of "taking money to eliminate disasters", I am afraid there is no better way to get the best of both worlds. And in order to fulfill each other's understanding, the hotel usually gives each other a step - "No matter what you lose, as long as you show the invoice or evidence, we will compensate according to the original price." ”

"It is said that the store is big and bullies customers, but in my opinion, it is the customers who bully the store. Ding Dong sighed helplessly.

Kevin nodded approvingly.

What they didn't expect was that the answer given by the guest was: "Don't accept the claim, find me what you lost!"

"In the middle of the night, an angry guest who lost his belongings, and three employees who couldn't solve the problem. ”

In the general manager's office, Mars faced the window, the heavy night stained his back, and the indoor lights cast a bright warm light behind him, very strangely, this light and darkness and cold and warmth did not seem abrupt on his body, but on the contrary gave him a different color and powerful aura.

"Should I call the guests rude, or are you incompetent?"

As he spoke, he slowly turned around and looked at the three employees present.

Connie was older than Mars, but in the end it was his subordinate, so she couldn't help but bow her head in embarrassment and apologize: "I'm sorry, Mr. Ma, it's me who didn't solve the problem well." ”

Mars's gaze fell on Kevin.

"It was my dereliction of duty to fail to communicate well with the guests. Kevin's sweat is flowing more.

Among the three people, only Ding Dong looked like he didn't care about himself, and he didn't have the slightest remorse.

"You?"

Seeing that Ding Dong didn't speak for a long time, Mars couldn't help frowning.

"It must be the rudeness of the guests. ”

"What did you say?"

The cold wind suddenly rose, and the snow howled. Everyone felt a chill rising from the soles of their feet, but Ding Dong explained unhurriedly: "First of all, as hotel employees, we are all actively solving problems. Secondly, and most importantly, the guest refuses to say what exactly he has lost. Our garbage bags were also turned over, but the guest insisted that we would not be allowed to enter his room to help find them. Don't you think it's strange to Ma?"

So far, no one has had the courage to say such a thing to Mars, and he is still a small room attendant who is still on probation.

"What do you think?"

Connie could already clearly see Mars's eyes narrowed slightly, a precursor to the storm, and her heart was pounding, and Kevin's face was full of worry. Ding Dong thought about it seriously and said, "Or, he didn't lose anything at all, he just wanted to touch porcelain." Or, he's really lost something. ”

"It's ...... if you lose something," Kevin could finish his sentence when Mars's icy voice rang out.

"Think about what you saw when you entered room 1408. He strode over, looked at Ding Dong condescendingly, word by word, sentence by sentence, "Tell me, don't miss every detail." ”

Everyone stared at Ding Dong as Mars sat in the boss's chair at an angle, one hand against his chin and the other tapping regularly on the table.

The light cast a shadow on his angular face, and his earnest, deep gaze was like that of a hunter waiting for an opportunity.

Ding Dong seriously recalled every detail of her entry into the room: "When I opened the door, the room was a little stuffy, as if the air was not very circulating. The room was also messy, with quilts, pillows, and cushions all thrown on the floor. But the strange thing is that although the room is very messy, the bathroom is quite clean, only the towels are twisted and thrown on the floor. Oh, and the scraps of food were all scattered on the carpet, and it took me a lot of effort to vacuum them clean. Well...... I sorted it out and left. ”

She didn't mention the fact that she was slandering the guest in her heart, but it was clear that Mars could see it, and there was a hint of banter in his eyes as he looked at Ding Dong.

"And then?" Kevin asked eagerly, "and you're just leaving?"

"Otherwise, I'll dance and sing a song to celebrate?" Ding Dong's face was black.

"Nothing special?" Connie asked.

It's special if you slander yourself.

Ding Dong secretly said in his heart, and the banter on Mars's face deepened.

"Think again. Kevin urged.

All right.

Ding Dong racked his brains, carefully recalled his steps from entering the room to walking out of the room, and suddenly remembered something: "Ah, by the way, I remember that when I was about to leave, I found that the floor on the balcony was very unclean, so I cleaned it up with a vacuum cleaner." ”

"What's not clean?" Connie's eyes lit up.

"There was something like cookie crumbs on the floor...... No, it's not like biscuit crumbs, it's small, it's white, it's like a ......."

Before the word "pink" could be spoken, Ding Dong realized that something was wrong, and when he looked at Connie again, her face was already white. And Kevin ...... Directly sat on the ground.

"It's over," Kevin muttered, "it's over, it's over, it's over." ”

It's hard to say who is in the big deal.

But what is certain is that this guest of 1408 is no different from a hot potato.

Enclosed spaces, self-congratulatory guests, messy rooms, white powder.

Taken together, this series of keywords becomes a perverted event. It is not difficult for Ding Dong to guess why this guest was so angry, why he repeatedly said "very expensive, tens of thousands", but he did not dare to say what he had lost.

"The guest of 1408 asked us to find his stuff. ”

This is already the thirtieth or fortieth message of the switchboard.

"The guest was so angry that I was already yelling. ”

I had never heard Julie's voice so weak, and although Ding Dong didn't have a good impression of her, he couldn't help but sympathize with her situation when he thought of her situation.

"What should I do?" Seeing that the two upper-level leaders were silent, Kevin couldn't help but cautiously ask, "Do you want to call the police?"

"You don't want to live anymore?" Connie's eyes suddenly widened, "Do you know what kind of person's background is? Call the police directly, do you want to do the hotel's business?Who is responsible for the personal safety of the hotel staff?"

"But ......" Kevin was a little aggrieved, his unobliterated straightforwardness and kindness touched Ding Dong, but it was undeniable that Connie's statement was more rational.

What should I do?

Ding Dong set his sights on Mars.

Mars's fingers were still tapping on the tabletop, slow and careless, but very rhythmic.

After a long time, he opened his mouth: "Solve the problem first." ”