【酒店客房管理全套SOP】Handling Complaint处理投诉程序.docVIP

STANDARD OPERATING PROCEDURE 标准操作程序 HANDLING COMPLAINTS 处理投诉 Task Number: 任务号: HK – GE 0010 Department: 部门: Housekeeping 客房部 Date Issued: 制定日期: August 2005 2005年8月 Guest Expectation: 客人期望: I expect my complaints to be handled swiftly and professionally and if at all possible, by one person who has the authority to resolve my problem by “bending the rules” if necessary. 我希望酒店能尽快并专业的解决我的投诉，如果有必要的话，我希望尽量是由有权限的人来处理。 Time to Train: 培训时间: 25 minutes 25分钟 Why is this task important for you and our guests? 为什么这项任务对你及我们的客人都如此重要？ Answers: 回答 ： I understand I must listen carefully when I am on the receiving end of a complaint. I listen actively to the whole communication to ensure I understand what the guest wants. I understand this is not only the words that they say but the emotion behind the words. 我知道当我收到投诉时，我必须仔细聆听，确保自己能了解客人需要什么。这些不只是客人的话而且还包含了客人的心情。 It is my responsibility to solve problems when guests ask me for help.当客人寻求帮助时为他们解决问题是我的职责。 This can increase our GSTS.这能提高客人的评价。 When we do our job well, it shows we are professional.如果我能将工作做得很好，这能体现出我们的专业水准。 WHAT/ STEPS 步骤 HOW/ STANDARDS 如何做/标准 TRAINING QUESTIONS 培训问题 1）Pay attention 注意 - Pay attention to the complaint. 认真注意客人投诉 It should be well understood what the problem exactly is.我们需要充分的理解实际问题的所在。 Listen carefully and NOD head.仔细聆听并点头附和 Don’t try to interrupt the guest.不要打断客人 Don’t argue with the guest.不能与客人争吵 Maintain eye contact with the guest if not on the phone.如果不是在电话中交谈，保持与客人眼神交流。 Write down key details.记录下关键的细节。 What are the points to take in consideration When a guest complains? 客人投诉时须注意什么？ Why do I need to write them down? 为什么我需要记录下来？ 2) Apologize 道歉 Apologize to the guest even if the problem is not caused by you. 即使问题不是你造成的仍须向客人道歉。 Never blame workmates. 不能责怪同事。 Why do I need to apologize if it was not my mistake? 为什么不是我犯的错也仍要向客人道歉呢？ Why should I not blame a colleague? 为什