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e to do ,他必須等到其他人來幫助他 Take actions 采取行動Remember: 記住Actions are not only making a call to department concerned, it is more important for you to monitor the whole process of the problem ,更重要的是你需要追蹤解決客人問題的整個過程。The most effective problem solving process will only depend on your correct 。Wrong actions may cost your more effort to correct it ,事后需要你花費(fèi)更多的努力去更正它。“You own the problem” and “Take correct action in beginning”.“你負(fù)責(zé)客人的問題”且“在事態(tài)發(fā)生之初采取正確的行為”。 Follow up the guest satisfaction跟辦客人的滿意Remember: ONLY 100% SATISFIED CUSTOMER WILL :只有100%滿意的客人才會再回來。Double check with guest satisfaction after all action has been ,應(yīng)再次確認(rèn)客人是否滿意。Make sure guest left hotel with 100% %滿意地離開。To carry on any further actions in 。To pass on the guest feedback to hotel 。Use as a guest 。Rectify hotel 。 TO ESTABLISH A GOOD GUEST RELATION? 怎樣建立良好的客戶關(guān)系Check yourself with well prepare of: 檢查自己是否準(zhǔn)備好Appearance儀容儀表Attitude 態(tài)度Facial Expression 面部表情Posture 姿態(tài)Communication skill 溝通技巧Understanding guest needs 明白客人需求THE IMPORTANCE OF HANDLING A GUEST COMPLAINT處理客人投訴的重要性“TO HAVE 100% SATISFIED CUSTOMER!”擁有100%滿意的客人!“ONLY 100% SATISFIED CUSTOMER WILL RETURN!” 只有100%滿意的客人才會回來!“THE COST FOR ESTABLISH A NEW CUSTOMER IS 6 TIMES OF MAINTAIN A REPEAT CUSTOMER!!” 建立一個新的客戶比維持一個常客需花6倍的努力??!酒店管理中的投訴處理藝術(shù)服務(wù)是酒店的主要產(chǎn)品,酒店通過銷售服務(wù)、設(shè)施而贏利。賓客與酒店的關(guān)系是買和賣的關(guān)系,也是被服務(wù)與服務(wù)的關(guān)系。到店賓客以雙方商定的價格來購買特定的服務(wù)產(chǎn)品,從而滿足自身在物質(zhì)上和精神上的需要。當(dāng)賓客認(rèn)為所付出的費(fèi)用與得到的服務(wù)產(chǎn)品質(zhì)量不成正比,即認(rèn)為所購買的酒店產(chǎn)品非所值時,就會產(chǎn)生投訴。一、正確認(rèn)識賓客投訴行為客人投訴不僅僅意味著客人的某些需要未能得到滿足,實(shí)際上,投訴也正是客人對酒店、對酒店員工服務(wù)工作質(zhì)量和管理工作質(zhì)量的一種劣等評價。任何酒店任何員工都不希望有賓客投訴自己的工作,這是人之常情。然而,即使是世界上最負(fù)盛名的酒店也會遇到客人投訴。成功的酒店善于把投訴的消極面轉(zhuǎn)化成積極面,通過處理投訴來促動自己不斷工作,防止投訴的再次發(fā)生。正確認(rèn)識賓客的投訴行為,就是不僅要看到投訴對酒店的消極影響,更重要的是