酒店欣赏案例剖析(国外英语资料).docVIP

酒店投诉案例分析 Case study of hotel complaints Any hotel has a group of old customers who are very partial to their regular restaurants and are very friendly and friendly with the staff up and down the hotel. Mr. C is such an old customer. One day, as usual, he came to a restaurant on a business trip, and Mr. C expected the arrival time to be four p.m.. Mr. C will be able to move into the guest room soon, but at a large meeting in the hotel, Mr. C will not be able to enter the room immediately. The waiter tells him that the room can be arranged by nine P. m.. Mr. C had to go to a restaurant outside the shop to have dinner. Because carrying bag is convenient, by the way he came to the front desk, where a waiter is not specified, and as usual, casually said that he had sent their handbag there before ten to take, ask them to be taken care of. Of course, not getting a receipt or brands such as vouchers. When Mr. C before ten back to the hotel lobby attendant to help him retrieve ordered handbags, lobby manager said no, and ask how much is Mr. Cs deposit brand? Says Mr C, as usual, he did not take care what brand. On the second day, although the hotel tried its best, it still couldnt find it. So Mr. C suddenly turned his back, claiming that he had important documents and a lot of cash in his bag, and asked the hotel to deal with the people concerned and compensate him for the loss. The complaint is characterized by the fact that the complainant has been angered and agitated and has asked the complainant to make some kind of commitment. Case two Mr. Z is also a hotel guest, every time he admitted, the hotel guest relations manager wants to greet. You know, Mr. Z good face, always when his friends face to criticize the hotel, to honour, as expected, this time as manager visits, found that Mr. Z and several of his friends, Mr. Z chatterbox opened: I would have said, I do not love them what fruit or something in the room, again put on. Also, Ive been living in your hotel for the