浅析余姚宾馆宾客投诉的处理.docVIP

浅析余姚宾馆宾客投诉的处理 摘要 近年来，伴随着国内市场经济的高速发展，酒店行业也迅速发展起来，酒店的数量、规模都在不停地增加和扩大，在日益激烈的市场竞争中，酒店要想取得成功就必须要发展忠诚的顾客。在建立忠诚顾客的过程中，关键的问题是如何处理好客户的投诉，如若酒店能很好的处理客户的投诉，可以间接的弥补酒店的一些不足，让客人觉得满意，建立客人的忠诚度，从而提升酒店的竞争力，促进酒店的长久经营。 余姚宾馆是余姚最先有的五星级酒店之一，见证了余姚近年来的酒店行业的发展。虽然在对客服务上做的很好，但是在顾客投诉问题的处理上还存在着缺陷与不足，这就制约了酒店进一步的发展。 本论文最先介绍了余姚宾馆的基本情况，然后经过对宾馆宾客投诉处理方法的调研，发现其中隐藏的问题，详细地了解了宾客投诉酒店的原因，并对宾客的投诉心理进行了分析。最终根据宾馆的经营特点和实际情况，提出相应的对策来有效处理投诉。 关键词：酒店；顾客投诉；投诉处理；相应的对策 A brief analysis of Plaza hotel Yuyao customer complaint Abstract In recent years, with the rapid development of market economy in our country, the hotel industry has developed rapidly, the number and scale of hotels are constantly increasing and expanding , the hotel success must be to develop loyal customers.In the process of establishing loyal customers, how to handle customer complaints is always a key to the hotel, if hotel able to handle customer complaint, can make up for the shortage of the hotel, make customers satisfaction, build loyal customers, and enhance the competitiveness of the hotel, which promotes a long-term business. Plaza Hotel Yuyao is one of the first five-star hotel, witnessed the development of the Yuyao’s hotel industry in recent years.Although?doing?well?in?customer?service, but in dealing with customer complaints, there are still flaws and shortcomings, which restricted the further development of the hotel. This paper first introduces the basic situation of Plaza Yuyao Hotel, Then,?after a survey of?the hotel?customer?complaints handling?methods,?found the hidden problems, understand the causes of the hotel customer complaints in detail, and psychological analyses of customer complaints .Finally according to the operating characteristics and circumstances of the hotel, Put forward the corresponding countermeasures?to?deal effectively with?complaints. Keywords:Hotel, customer complaints, complaints handling,corresponding countermeasures 目录 摘要.....................................................Ⅰ Abstract......................