畢業(yè)論文-酒店業(yè)的服務(wù)理念及管理(文件)
【正文】 hai Municipal Tourism Administration. The increased investment of international cruise panies in Shanghai and the further explorations of the worldleading cruise operators in the market will bring more fabulous cruise ships and offer more varied routes and frequency of sailing, he says. 。s pretty easy at sea Luxury hotel in an exwarship, Tianjin Children enjoy activities in the children39。s not have any talk of mutiny on this ship, he jokes. Always remember: You are outnumbered.They are safe, easy and family friendly, no wonder growing numbers of people are spending their vacations on a cruise ship. Zhou Wenting goes aboard. Imagine spending a holiday in a place where your every whim is catered for, where the sun and the ocean are on your doorstep and delicious food is served around the clock. You can go shopping in stores that have rock bottom prices, and if you grow tired of all the pampering, your bed is available anytime. You can travel with the whole family too, 第 17 頁(yè) 共 （ 14）頁(yè) because there are activities tailored to suit all age groups. A vacation on an elegant cruise liner will meet the desire for an exotic experience, but will also be an enjoyable travel experience when acpanied by young children or elderly parents. Familyfriendly, safe and secure, cruise vacations have bee very popular in China. During the uping National Day Golden Week holiday, from Oct 1 to Oct 7, many families will board a ship to enjoy an exciting holiday at sea. The development of the cruise industry in recent years has been impressive. Statistics from the China Cruise and Yacht Industry Association show Chinese residents made million trips on cruise liners last year, pared with nearly 10,000 in 2020. The association predicts the market will continue to boom in the next two years. Residents of Shanghai, the city th at boasts the largest cruise ports of the four on the Chinese mainland, are more likely to book cruises than people in other parts of the country, according to a report published by Baidu Inc39。m slightly surprised to find that quite a few passengers have not only cruised with Silversea before, but rather often. At one reception, a Japanese lady gets applauded as the passenger aboard having the most cruise days with the line: 860! That39。ll e to seeing this fearsome creature on this voyage around southern Greenland. Tomorrow we39。t do that on the QEII. That flexibility is essential to the expedition ships and cruises offered by Silversea. Whilethe line offers the more traditional cruises focused on shipboard entertainment and portcalls for shopping and nightlife, the expedition variety is targeted at more adventuroussouls.We started these as outings to more outofthe way places, specifically the Arctic and theAntarctic, for active travelers who wanted to learn about and explore wilder places upclose,says parking your butt in a deck chair is your idea of a deluxe cruise, you39。re looking at rocks that are 2 billion years old. Some of the harsh striations have been dated to the tectonic plate shifts of 65 million years ago that broke up the Earth39。s how our shipboard naturalist John Fonseca describes the slushy ice that the Silver Explorer is plowing through as we enter Greenland39。但就另一方面來看，出現(xiàn)投訴就代表著酒店還存在著問題，酒店的管理還不夠完善，這對(duì)酒店的發(fā)展有害而無(wú)益。 對(duì)投訴的最有效的處理方法最終還是要因人而異，不管如何去處理解決，我們要做到的就是爭(zhēng)取使每位投訴者都滿意。 兼顧顧客和酒店雙方的利益，迅速處理投訴 迅速處理投訴，及時(shí)采取補(bǔ)救或是補(bǔ)償措施，并征得客人同意。因此，首先要替客人著想，一切以客人的方向作為思考點(diǎn)。角色調(diào)換方法，即酒店人員以自己的一系列實(shí)際行動(dòng)和話語(yǔ)，使客人感到酒店的有關(guān)部門和人員是尊重和同情客人的，是站在 的立場(chǎng)上真心實(shí)意地幫助客人的，從而把不滿的情緒轉(zhuǎn)換為感謝的心情。即使是遇到一些故意刁難、挑剔、無(wú)理取鬧的客人，也不應(yīng)與之大聲。因此，在處理客人投訴時(shí)，要正確的理解客人的意思，尊重客人，給客人發(fā)泄的機(jī)會(huì)，不要與客人進(jìn)行無(wú)謂的爭(zhēng)辯。這不僅是快速處理投訴的依據(jù)，也是為以后服務(wù)工作的改進(jìn)做鋪墊。 邊聽邊做好記錄 認(rèn)真聽取客人投訴的同時(shí)要認(rèn)真做好記錄。酒店員工處理客人投訴時(shí)，不要理解 為對(duì)個(gè)人的指責(zé)，急于去爭(zhēng)辯和反駁。具體的方法，我總結(jié)出以下幾個(gè)解決的方法： 以正確的態(tài)度受理投訴 客人之所以前來投訴，一般是客人在接受服務(wù)的過程中受到了不公正的待遇。 四 、處理投訴的方法 如何去處理好投訴？是酒店業(yè)發(fā)展至今一直在尋求的答案。因此，客人可以幫我們發(fā)現(xiàn)不足，積累酒店處理投訴的經(jīng)驗(yàn)。原因之二是盡管酒店要求員工“管理者和不在一樣”，但事實(shí)上，很多員工并沒有做到這一點(diǎn)。 （ ） 、處理好投訴有助于酒店發(fā)現(xiàn)問題，積累經(jīng)驗(yàn) 客人的投訴，可以幫助酒店管理者發(fā)現(xiàn)酒店服務(wù)與管理中存在的問題與不足。同時(shí)，也就意味著失去 25 位潛在客人?！币虼耍频暌η笫姑恳晃豢腿硕紳M意。而這一切，意味著酒店將永遠(yuǎn)失去這位客人，酒店就連向客人道歉的機(jī)會(huì)也沒有了。 （ ） 、賓客直接向酒店投訴，給酒店提供了挽回自身聲譽(yù)機(jī)會(huì) 賓客在酒店消費(fèi)過程中不滿、抱怨、遺憾、生氣
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