| 在酒店经营管理中如何正确看待和处理投诉 |
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| 引用本文： | 徐楠.在酒店经营管理中如何正确看待和处理投诉[J].商丘职业技术学院学报,2013(1):41-43. |
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| 作者姓名： | 徐楠 |
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| 作者单位： | 商丘职业技术学院经贸系,河南商丘476000 |
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| 摘 要： | 对于每个酒店来说，都存在或多或少的投诉问题。客人的投诉是一把双刃剑，它既能给酒店带来不利的负面影响，同时又能促使酒店及时弥补服务管理中的漏洞，提高酒店管理水平。本文针对对客人的投诉原因、投诉心理和产生的影响以及对投诉处理方法等一系列问题谈几点看法。
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| 关 键 词： | 酒店 投诉 处理方法 |
On how to Properly Treat Complaints in Hotel Management |
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| XU Nan.On how to Properly Treat Complaints in Hotel Management[J].Journal of Shangqiu Vocational and Technical College,2013(1):41-43. |
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| Authors: | XU Nan |
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| Institution: | XU Nan (Economic and Trade Department, Shangqiu Vocational and Technical College, Shangqiu 476000,China) |
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| Abstract: | For each hotel, there are more or less complarnts. The complaints of the Guests is a double-edged sword. It is not only to bring any negative information transmitted to the hotel, while prompt us to make up for the loopholes in the service management in a timely manner, to improve hotel management. This paper mainly discusses the causes of complaints, complaints to the guests and the effect of psychological as well as the method to deal with comDlaints. |
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| Keywords: | hotel complaints approach |
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