【正文】 ins, sports courts and a pooland there are massive ships like that in the nextharbor with a big herd of passengers but things are more intimate Explorer39。才能使酒店業(yè)立 足于現(xiàn)在這個(gè)發(fā)展殘酷的時(shí)代 。因此對(duì)于客人的投訴不要推卸責(zé)任，應(yīng)區(qū)別不同情況，積極的想辦法解決，并征得客人的意見(jiàn)后作出處理。我們要樹(shù)立“客人總是對(duì)的”的信念。如果沒(méi) 第 12 頁(yè) 共 （ 14）頁(yè) 有這樣的授權(quán)，就要請(qǐng)上一級(jí)管理人員出面處理客人的投訴。記錄包括客人投訴的內(nèi)容、時(shí)間、客人的姓名等。也忽視了酒店提高管理水平的機(jī)會(huì)，無(wú)論怎樣我們要對(duì)前來(lái)投訴的客人持歡迎態(tài)度。因此，可以這樣認(rèn)為，處理好客人的投訴是一項(xiàng)需要酒店花錢投資。管理者在一個(gè)酒店一工作就是幾年，甚至是幾十年，長(zhǎng)期在一個(gè)環(huán)境工作，對(duì)本酒店的問(wèn)題可能會(huì)視而不見(jiàn)。如果這位客人不投訴或投訴沒(méi)有得到妥善的解決。還有一種可能是怕麻煩，認(rèn)為投訴將浪費(fèi)自己時(shí)間，使自己損失更大。 ()酒店的社會(huì)效益 酒店的社會(huì)效益是指酒店在經(jīng)營(yíng)管理過(guò)程中的給社會(huì)帶來(lái)的影響和貢獻(xiàn)、社會(huì)對(duì)酒店的認(rèn)可程度、酒店在社會(huì)上的形象等。同樣的服務(wù)對(duì)不同的客人會(huì)有不同的反應(yīng)，有時(shí)甚至?xí)斐煽腿说耐对V。一是因?yàn)榭腿俗约盒那椴缓孟胝乙粋€(gè)發(fā)泄口來(lái)發(fā)泄他心中的怒氣，二是想經(jīng)過(guò)投訴來(lái)得到好處，來(lái)要求酒店來(lái)為自己的消費(fèi)打折，但是一般這種情況是極少發(fā)生的。 （ 2）客房 客房是一個(gè)酒店的龍頭 所以酒店非常的重視客房的管理。 投訴產(chǎn)生的原因 據(jù)我在酒店實(shí)習(xí)過(guò)程中所遇到因各種不同原因而引起的投訴總結(jié)出，產(chǎn)生投訴最根本的原因就是客人期望值過(guò)高，超出酒店的實(shí)際。本文通過(guò)我在實(shí)際工作中的所見(jiàn)所聞，將產(chǎn)生投訴的原因進(jìn)行了一個(gè)概括。無(wú)論酒店的檔次有多高，設(shè)施設(shè)備有多完善，都不可能百分之百地使客人滿意。酒店中的大部分員工并未經(jīng)過(guò)專業(yè)培訓(xùn)，缺少專業(yè)知識(shí)，導(dǎo)致在工作中出錯(cuò)引起投訴。 （ ） 、設(shè)施設(shè)備的投訴 這個(gè)投訴并不是存在于所有酒店的，只是針對(duì)部分而言。當(dāng)然，這也是酒店管理的一種疏忽。 （ ） 、造成酒店的客源流失 酒店是個(gè)公眾性行業(yè)，在賓客心中，酒店的形象是選擇入住的首要條件。從前臺(tái)部的行李員、接待員、總機(jī)接線生，到客房部的服務(wù)員、工程部維修人員、保安部保安員；從餐廳領(lǐng)班、服務(wù)員到廚房各工序員工，到管事部、洗滌部各崗位人員，他們的工作態(tài)度、工作效率、服務(wù)質(zhì)量和效果直接影響到客人投訴行為的產(chǎn)生。向酒店投訴的人，不論原因，動(dòng)機(jī)如何，都給酒店提供了及時(shí)做出補(bǔ)救，保全聲譽(yù)，改善賓客關(guān)系的機(jī)會(huì)。無(wú)疑，這對(duì)酒店是個(gè)巨大的損失。管理者在與不在截然兩樣。賓客的投訴變化多樣，層出不窮。作為處理的人員都要保持鎮(zhèn)定、冷靜，認(rèn)真傾聽(tīng)客人的意見(jiàn)，要表現(xiàn)出對(duì)對(duì)方的高度重視與禮貌。 投其所好，抓住客人投訴的心態(tài) 要處理好客人的投訴，就要掌握客人投訴的三種心態(tài)，求發(fā)泄、求尊重、求補(bǔ)償。 嘗試角色調(diào)換，從不同角度考慮問(wèn)題 客人在采取了投訴行動(dòng)后，都希望別人認(rèn)為他的投訴是正確的，他們是值得同情的。換一個(gè)角色想一想：如果你是這為客人，在酒店遇到這種情況，你是什么感受？更何況，酒店業(yè)，乃至整個(gè)服務(wù)業(yè)都在提倡“即使客人錯(cuò)了，也要把‘對(duì)’讓給客人”。 第 14 頁(yè) 共 （ 14）頁(yè) 五 、 結(jié)論 總之，就現(xiàn)代世界酒店業(yè)的發(fā)展?fàn)顩r來(lái)分析，酒店出現(xiàn)投訴是屬于正常現(xiàn)象。s Prince Christian Sound, named after a longago Danish royal who became King Christian VIII. In the distance, the water surface is a smooth sheet of darkgreen jade under the overcast sky. The cruise ship suddenly feels larger as we slip into the narrow pas sage of the sound. Bigger and bigger chunks of sea ice float by, like huge gobs of whipped cream dropped on the surface by some quirky Norse god. The sculpted forms pass so close, it39。re on the wrong day, Silver Explorer works its way as close to shore as possible before droppinganchor. Then we pull on our waterproof pants, jackets and boots, and climb single file intoZodiacs－ the big, motorized rubber rafts that will take us to the day39。s getting close to three years at sea. On this cruise, we are particularly pampered: There are only 56 passengers－ and 119 crewmembers. There are usually 120 to 150 passengers on board, and most cruises are fully booked－popular destinations such as Antarctica and the Mediterranean as much as a year ahead. Late summer timing and the challenge of booking return flights after disembarking at Kangerlussuaq have kept our group on the small side. We39。s club from morning to evening and seniors have great fun in the karaoke bar and cinema. I saw some older people in wheelchairs on board. Cruise travel is fabulous for everybody, says Xue, a 35yearold from Shanghai. She says she is keen to try the Royal Caribbean’s newest cruise ship, the 18deck Quantum of the Seas that can carry 4,180 passengers, which is moving to Shanghai in May. Carnival, Royal Caribbean39。s travel website las t year. Tourists from Shanghai are also willing to spend more, many paying 4,000 yuan ($652) to 6,000 yuan, to take a cruise. Xue Yifan, who returned last week from a sixday cruise trip to Japan and South Korea with her 6yearold son and parents, paid 8,000 yuan for the trip per person. She says the itinerary arranged for the guests was amazing. Life39。re promised a landing near two thermal pools with a view of passing icebergs. Those swimming suits we packed will be used after all. Each day, there is at least one lecture by an expert － a geologist, birder, Viking scholar, botanist, anthropologist or marine biologist. These informal talks are fortably spaced between gourmet meals and freeflowing wine and spirits, all of which can be enjoyed in the collegiality of the restaurant or in the cozy privacy of your cabin. The cabins are surprisingly spacious, and the butler assigned to my suite ke