【正文】 ................ 6 正確處理投訴的作用 ................................................................................... 7 3 沈陽中山皇冠假日酒店投訴處理的現(xiàn)狀 ............................................................. 8 酒店對客人投訴的處理步驟 ....................................................................... 8 沈陽中山皇冠假日酒店賓客投訴的現(xiàn)狀 ................................................... 9 ISO10002 國際投訴管理通用標(biāo)準(zhǔn) .................................................... 9 重復(fù) 性投訴不斷發(fā)生 ......................................................................... 9 4 沈陽中山皇冠假日酒店投訴處理存在的問題及原因分析 ............................... 10 投訴處理不及時 ......................................................................................... 10 投訴處理過程過于程序化 ......................................................................... 11 一線員工缺乏投訴處理技能 ..................................................................... 11 客人投訴未能完全反應(yīng)到酒店管理層 ..................................................... 12 酒店管理層對于客人投訴缺乏自身責(zé)任意識 ......................................... 12 5 沈陽中山皇冠假日酒店解決投訴處理問題的對策 ........................................... 13 重視投訴處理 ............................................................................................. 14 建立靈活健全的投訴處理 制度 ................................................................. 14 完善處理機(jī)制 ................................................................................... 14 鼓勵一線員工個性化處理 ............................................................... 14 增強(qiáng)一線員工投訴處理意識 ..................................................................... 15 沈陽中山皇冠假日酒店投訴處理的有效策略 IV 增強(qiáng)員工投訴處理方面的培訓(xùn) ....................................................... 15 落實客人投訴的具體措施 ............................................................... 15 酒店鼓勵員工積極正確處理客人投訴 ........................................... 16 建立 完善 的投訴處理 渠道 ......................................................................... 16 拓展酒店客人投訴渠道 ................................................................... 16 讓員工熟悉酒店客人的投訴反饋 ................................................... 16 酒店定期對客人投訴進(jìn)行分析總結(jié)與反饋 ................................... 17 加強(qiáng)酒店各層管理者之間的聯(lián)系 ................................................... 17 酒店管理層增強(qiáng)自身的責(zé)任意識 ............................................................. 18 結(jié) 論 ........................................................................................................................... 19 致 謝 ........................................................................................................................... 20 參考文獻(xiàn) ..................................................................................................................... 21 Appendix ..................................................................................................................... 22 附 錄 ........................................................................................................................... 24 沈陽中山皇冠假日酒店投訴處理的有效策略 1 緒 論 怎樣才能使一個酒店在激烈的市場競爭中立于不敗之地？許多 優(yōu)秀酒店的實踐經(jīng)驗告訴我們： 酒店要想獲得長遠(yuǎn)的發(fā)展，就必須要意識到顧客滿意度的重要性。s hotel industry is booming at the moment, the hotel number increasing, the scale expands unceasingly, type also more and more diversified, the intensified petition in the industry. Some excellent practical experience shows that hotel is the secret of success training hotel guest loyalty. In hotel to cultivate customer loyalty in the process of implementation, how to handle guest plaints is always a key to the hotel if able to handle guest plaints, can make up for the shortage of the hotel, constant progress, make the guest satisfaction and maintain customer loyalty, increase the strength of the hotel, to promote the longterm development of the hotel. Shenyang hotel crowne plaza zhongshan is a longestablished, witnessed the shenyang in nearly a decade of development in hotel industry. In recent years, the hotel is more and more fierce petition, but the crowne plaza zhongshan deficiencies and defects in the customer plaint handling mechanism are restricting its further development. This paper first introduces the basic situation of the crowne plaza zhongshan, through the survey of hotel customer plaints handling mechanism, points out its existing problems, and the existence question reason is analyzed. Finally according to the characteristics of the hotel operation, bined with the actual situation of the hotel, crowne plaza zhongshan introduced to improve the customer plaints handling mechanism of the corresponding countermeasures. Key words: Hotel。最后針對酒店運(yùn)營的特點(diǎn)，結(jié)合