酒店管理中的宾客投诉处理艺术

宾客投诉是指住店宾客对酒店在服务过程中由于其工作人员的服务水平及产品的质量问题引发的不满而提出的批评、抱怨或控告。酒店投诉管理的宗旨在于如何减少客人的投诉,及如何使因客人的投诉而造成的危害减小到最低程度。宾客投诉管理是弥补服务缺点,保证宾客满意,防止宾客流失的最后一道防线。

Dealing with Guests' Complaints in Hotel Management

Guests＇ complaint mean the criticism,complaints and accusation lodged by the guests toward the staff＇s service or the quality of products used in the hotel.The key in dealing with guests＇ complaints is to reduce the complaints and to minimize the loss brought about by the complaints.Guests＇ complaints management is the last defense line of making up for the service,ensuring the guests＇ satisfaction and preventing the guests＇ loss.