酒店总机(前台)如何处理客人投诉(行业规范).docVIP

Handling Guest Complaints 处理客人投诉 批准人： 派送： 页数 PAGE 1 / NUMPAGES 2 Purpose目的: The SC System is to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution. SC系统将通过为客人提供可信的高效的递送服务、信息和解决问题的方法而创造客人忠诚度。 The SC concept is to promote the coordinated use of the hotels resources to increase operational efficiency. SC概念是促进酒店资源的合理运用以便增加操作效率。 Policy 政策: The SC System has to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution. SC系统通过为客人提供可信的高效的服务、信息和解决问题的方法等而获得客人的忠诚度。 Procedure: 程序 HANDLING GUEST COMPLAINTS 处理客人投诉注意事项 ： Note : First of all, apologize to guests honestly. 首先立即向客人致以诚恳的道歉； Listen to the guest very carefully, and note down the important points quickly. Meanwhile, from time to time responding the guest to show you are conscientiously listening. 仔细聆听客人的投诉并记下重要环节，随时向客人做出反应； Show your great sympathy, to let the guest feel you are the same feeling with her/him. 表现对客人的经历感同身受； Try to comfort the guests and seek for the solution immediately if it’s a most common problem or the slightest dissatisfaction. 尽量安抚客人，并立即寻找解决方法（仅针对最常见的投诉）； On the other hand, the CC Agent should pass the complaints in details to section head, at once, who will then provide prompt follow up with the guest. The section head should call back to SC Center after solving the complaints, and then the CC Agent can cancel the record accordingly 如果投诉严重，SC服务员应立即将投诉细节转告相关部门负责人，以便他们为客人提供最快速的解决方法。部门负责人在处理完投诉后，及时反馈给信息中心，以便她们取消投诉为待办事项 SC Agent : Good Morning(Afternoon, Evening), Mr. Brown. Services Center, Rosa speaking. May I help you? SC ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为您服务，能为您做什么？ Guest : This morning around 9:00am my friend faxed me some very important materials, but when I checked with your Business Center, the girl told me no fax for me. I waited and waited. Until tonight I went to Business Center again and found my fax was already on the desk but no