前台标准运作程序.docVIP

 标 准 运 作 程 序 STANDARD OPERATION PROCEDURE TASK: Handling the guests’ complains处理客人的投诉 Reference Dept ： Rooms Division—Assistant Manager 部门 ： 房务部—大堂经理 SOP NO. ： Assistant Manager SOP 003 标准运作程序号 ： 大堂经理 标准运作程序 003 Date ： February 10,2006 日期 ： 2006年2月10日 What to do / Purpose 做什么/目的 How to do it / procedure 怎样做/程序 Why 为什么 Know information 了解信息 Handling the guests’ complains处理客人的投诉 The Assistant Manager should warmly receive the guest who complains and listen to the guest carefully while talking to the guest. After you clear the truth from our staff and the guest, he or she will have to explain first and apologize to the guest for the inconvenience, make the right judgement and handle the complain in time. We should try our best to ask for the guest’s understandings. 热情接待客人，认真倾听客人投诉内容，针对客人投诉内容作以解释及致歉，认真分析投诉事件，调查处理投诉，尽可能多的了解事件详情，正确判断、妥善处理问题，及时将处理情况告诉客人，尽可能得到客人的谅解。 By dealing with the big issues and incidents reported by Department, the Assistant Manager should contact with the hotel EOD in time to take measures, if still can’t be settled. AM and EOD should inform RM. After that, we have to tell the guest the measures we take and the results we follow up to calm down the guest. To rectify the event, to take down notes and make preventive proposals in order that we can improve our service quality and standards. 由部门报告给大堂经理的重大投诉或事件，大堂经理应该通知当日EOD，如果EOD和大堂经理不能妥善解决，应及时通知驻店经理，将投诉处理结果或采取的措施告诉客人尽可能挽回因投诉事件给客人造成的负面影响，公平、公正地处理问题，客人反映的问题、事件作好分析、处理情况的详细记录，留存事件分析、处理情况的记录，预见性的改进服务质量。 Deal with in time and get understanding 处理及时获取谅解 STANDARD OPERATION PROCEDURE TASK: Daily checking 每日巡查 Reference Dept ： Rooms Division—Assistant Manager 部门 ： 房务部—大堂经理 SOP NO.