Question 2: When customers complain about hotels, what are the positive effects of improving the service level and quality of hotel facilities to make customers more comfortable and satisfied?
Question 3: What impact will guest complaints have on the hotel? Under normal circumstances, if a guest complains improperly, one or even a group of guests will be lost. Therefore, when you meet a guest's complaint, you must ask the guest's understanding.
Question 4: Common hotel guest complaints and solutions Complaints are eternal waves and problems in the hotel catering service industry. No matter how much effort and thought the hotel has spent on the service, it is inevitable that some details do not meet the wishes of customers, and there will be more or less complaints. So what is the significance of hotel complaints? How should managers handle hotel complaints?
First, the significance of guest complaints to the hotel
Hotel staff should be fully aware that it is normal for guests to complain about the hotel. In a sense, complaints are also a bridge between hotel managers and guests, which is both good and bad. It can make the complained part or employee be punished accordingly; But at the same time, the complaint is a signal to tell the hotel that there are problems in its service and management. If the hotel accepts it, the hotel's services and facilities can be improved and improved, thus attracting more customers.
1, in order to make the hotel familiar with the deficiencies in service and management.
Some problems do exist, but the hotel didn't find them by itself. On the one hand, the topic is latent, on the other hand, there is something wrong with it, which can't be found out. The guests paid a certain amount of money, hoping to get value for money and get corresponding service. Therefore, they are very sensitive to the problems existing in hotel services and facilities. Although the hotel has conducted strict drills for employees and put forward corresponding requirements, not all employees can do it. Most of them are bound by leaders when they are away, and once they leave, they will relax themselves, which managers can't find. Only the guests, as direct consumers of hotel services, can find out and put forward in time.
2. Conducive to the improvement of hotel service and service level.
Through the complaints of the guests, the hotel found its own problems. If these problems can be rectified in time, the hotel service will be continuously improved.
3. It provides a good opportunity to repair the relationship with the guests and ease the contradictions, which is conducive to the hotel to explore the market and obtain customers.
The guest complained that there were service loopholes in the hotel, which made the guest dissatisfied. If the guests don't complain, they may not come next time. It is precisely because complaints can work that guests vent their anger and dissatisfaction through this process. The hotel made up its mistakes after knowing the dissatisfaction of the guests, so it won the guests and the market.
Second, the hotel complaint handling process
How can the hotel correctly treat and handle the complaints of guests in order to achieve quick and satisfactory results? According to past experience, the whole process of complaint handling can be summarized as five words, namely, listening, taking notes, analyzing, reporting and answering.
1, listen. When dealing with any guest's complaints, whether trivial or complicated, we, as the respondent, should keep calm and calm, listen carefully to the guests' opinions and show high courtesy and respect to each other. This is the process for guests to vent their anger. We shouldn't and can't object to the guests' opinions, let them calm down gradually and provide conditions for our explanation.
2. remember. In the process of listening, we should take notes carefully. In particular, the main points and some details of guest complaints should be clearly recorded and repeated in time to ease the mood of guests. This is not only the basis for handling complaints quickly, but also the foundation for improving our service in the future.
3. Fold. According to what you hear and write, find out the ins and outs of things in time, and then you can make a correct judgment, draw up a solution, get in touch with relevant departments and deal with them together.
4. Report. Report what happened, decisions made or problems encountered to the competent leader in time, and solicit opinions. Don't omit or conceal materials, especially those that touch personal interests, and don't report feelings.
5. A. After consulting the leaders, feedback the answers to the guests in time. If it can't be solved temporarily, you should apologize to the guests, explain the reasons, and ask them to understand. Without control and foundation, there is no guarantee.
Three, the hotel guest complaints handling principles
1. Friendly attitude and the principle of serving guests. Sincerely solve problems for guests.
When a guest complains about a hotel, he should be familiar with some problems in his work and service. Therefore, employees should understand the guest's reaction and try their best to help the guest. Only in this way can we win guests and establish an image for the hotel.
Be patient and don't argue with the guests.
It is inevitable that guests will complain when they are in trouble and unhappy. If the guests are excited, employees must try to restrain themselves and try to stop the guests >>
Question 5: What are the positive effects of hotel customer complaints on employees and customers? The legitimate rights and interests of customers are guaranteed, and the service quality of employees is improved. I hope my answer can help you.
Question 6: What are the three meanings of customer complaints in service? 1. Causes of customer complaints Complaints are criticisms, complaints or complaints made by customers who are dissatisfied with the facilities, equipment, projects and services provided by the hotel. Its manifestations include telephone complaints, written complaints and face-to-face complaints. There are many reasons for hotel customers to complain, but they can be summarized as: 1. Complaints caused by the quality of products or equipment. The production and use of hotel products can not meet the requirements of customers, leading to complaints. For example, air conditioners cannot be cooled; Poor food hygiene leads to physical discomfort of customers; Another example is that there is dirt on the bedding, and so on. 2. Complaints caused by untimely service. For example, the customer ordered a meal but didn't deliver it to the guest room in time, or the light in the room burned out and wasn't repaired in time, and so on. 3. Complaints caused by price. Compared with their own expectations, the benefits and feelings of hotel fees paid by customers, compared with the actual use value of products or services, compared with their previous experiences, customers feel that they are not very worthwhile, so they will complain about the unfair and unreasonable prices. 4. Complaints caused by excessive promotion of products or services. The description of hotel products and services in hotel brochures or advertisements is inconsistent with the actual situation, and the promises made by the reservation department cannot be fulfilled, which will cause customer complaints. 5. Complaints caused by "man-made" reasons. On the one hand, customers may complain because they are dissatisfied with the service quality or level of restaurant service personnel; On the other hand, bad interaction between customers can also lead to complaints. Second, the escalation of customer complaints When a customer is dissatisfied with the hotel's products or services, he usually sends a complaint to the waiter who serves him first. If it is not solved, he will vent his dissatisfaction or complaint to the senior department manager or even the general manager in order to get a satisfactory answer. If this still can't eliminate his dissatisfaction, customers often have three choices. First, they will not take any action, but decide to choose another hotel in the future; On the other hand, customers will choose to stay in another hotel directly. The third option is to upgrade its complaint behavior to legal procedures and try to seek help from relevant laws and regulations. But this is not the end of the matter. The management of the hotel must understand that if the service or management of the hotel fails to handle a customer's complaint, the consequence is likely to be not only the loss of the future loyalty of the designated customer, but also the loss of the trust of a group. An angry customer will tell his family, friends or colleagues about his unpleasant experience, so that his complaint itself and the adverse consequences brought by the complaint will spread and spread among the crowd. Third, the factors affecting customer complaints Although customers have been treated unfairly or have been dissatisfied during the hotel's consumption process, not all customers are able or willing to complain to the hotel. In my opinion, there are several factors that will affect their complaints. 1. The cost of the complaint itself is too high, which makes the customer feel that it is not worth complaining. The cost of the complaint itself includes two aspects: on the one hand, the complaint requires a certain amount of money and time, such as making several phone calls and writing a powerful and reasonable complaint letter; Or spend some time waiting for the result of complaint handling, and so on. On the other hand, complaints also bring a certain psychological and spiritual burden to complainants, especially when they will have to face the service or management personnel who have caused them harm again, or take judicial measures to solve them. 2. Customers themselves lack the necessary common sense, or for other reasons, they don't know who to complain to and how to complain. After investigation, 2 1% hotel customers in Japan don't know how or to whom to complain about their unfair treatment and dissatisfaction. 3. The customers themselves think that even if they complain, they will not get a satisfactory answer. Surprisingly, in 2000, the survey results of China hotel industry showed that 40% ~ 60% of China customers were skeptical about the satisfactory results of their complaints. Fourth, how to facilitate customer complaints and solve problems Since customer complaints are affected by many factors, hotel managers should consider how to make customer complaints easier, with more channels and better results. Hotels should first broaden and improve customer complaint channels, for example, on the one hand, open >>
Question 7: How to treat the opinions or complaints made by hotel customers; 1 Of course, the operation of the hotel is to improve its own service quality and at the same time improve the grade and scale of the hotel. For the current accommodation guests, they also hope that their accommodation environment is good and there are high-quality accommodation services, so what each hotel needs to improve most is its own service quality. A hotel is the choice for guests to live in. For their own hotel business, they need to treat their guests with high-quality attitude and service quality, so many hotels have strict training in this field. However, even with strict training and excellent service, there will inevitably be complaints from guests. It is very important to deal with them at this time, so as not to affect the reputation of the hotel. The first principle of handling complaints is to apologize sincerely and then listen to the opinions of the guests. This is a basic principle, the guest is always right. This is the pet phrase of a hotel waiter. Generally, guests who come to the hotel will give their opinions for some reasons, so as long as everyone apologizes seriously and listens carefully to the opinions of the guests, the average person will soon understand. When handling complaints from guests, hotels should grasp the psychological reaction of ordinary guests and understand their psychological requirements. Generally, hotel guests who complain basically have three kinds of mentality, namely, venting, respect and compensation. We should take measures to comfort the guests according to the specific situation, adjust their emotions, and try our best to handle things reasonably for the guests. When dealing with hotel guests' complaints, we should know that the ultimate goal of the guests is to solve the problem. Therefore, the complaints of the guests should be dealt with immediately, and if necessary, the superior management personnel should be asked to solve the problem in person, so as to solve the problem in the fastest time and achieve the purpose of maintaining the hotel image.
Question 8: Talk about your cognition of hotel guests' complaints? What's the use of complaining?
Question 9: How to understand the hotel service concept of "the customer is always right" 1 "the customer is always right" is the premise. Generally speaking, as a natural person, the customer's behavior can't always be right. In order to correctly understand this business philosophy, we should make it clear that the customer's behavior must first comply with laws, regulations and social ethics, and no one can violate this code of conduct. Without this premise, it is impossible to talk about it.
2. Advocating "the customer is always right" reflects the respect for customers. As product users, customers have a say in product quality, and their judgments, choices and trade-offs are authoritative. Under the condition of market economy, customers are the first. When there is a contradiction between the merchant and the customer, the "right" should be given to the customer; If businesses only emphasize that they are right and customers are wrong, they are actually shutting customers out. The products of property management companies are services. If you have a dispute with the business owner, it will inevitably make the business owner dissatisfied with your service, which will not only affect the reputation of the property management company, but also have a negative impact on the company's strategic goal of "creating a brand and building an image".
3. Advocating "the customer is always right" can help us to correct our mentality, look at contradictions calmly, and get new information from contradictions, which is often valuable and can promote the improvement and innovation of enterprises, so as to develop continuously.
"The customer is always right" is not a simple slogan. No matter when and where something goes wrong, the wrong party can only be the merchant, and it will never be the customer, no matter whether such a thing is the fault of the customer on the surface.
Question 10: how to deal with hotel customers' complaints about waiter service? 1. Avoid always sitting stiffly on the lobby workbench. Many times, the assistant manager of the lobby should greet the guests coming and going in the lobby, answer some questions of the guests at will, and never miss any opportunity to communicate with them. On the one hand, it facilitates the guests, makes the hotel service more humanized and increases the affinity of the assistant manager in the lobby. On the other hand, we can collect more guests' opinions and suggestions on the hotel, help us find the problems and deficiencies in the service and management of the hotel, find hidden dangers in time, and control them before the guests complain. 2. Don't call the employees in other departments of the hotel "them" in front of the guests. In the eyes of the guests, the hotel is a whole. No matter which department has a problem, he will think it is the responsibility of the hotel. The assistant manager of the lobby works on behalf of the hotel. Don't call the employees of other departments "them" in front of the guests. Third, avoid paying attention to time, place and place when handling complaints. Some assistant managers in the lobby often only pay attention to the principle of timeliness when dealing with guest complaints, but ignore the flexibility and artistry in dealing with problems. For example, if guests get angry during lunch break, eating, or in public places such as dormitories and banquet halls, the effect of handling complaints at these times and occasions is not good, and they may also cause guests to resent it, adding "qi" to "qi" and adding fuel to the fire. Fourth, avoid lack of self-confidence and show excessive humility in front of guests. To be exact, the assistant manager of the lobby handles the complaints of the guests and receives the relevant receptions on behalf of the general manager of the hotel. His words and deeds represent the image of the hotel, and he should show full self-confidence, courtesy, hospitality, neither supercilious nor humble. Excessive humility is a sign of lack of self-confidence, which is often looked down upon by guests and loses confidence in the hotel. It is both a bad thing and a good thing to avoid guest complaints. The customer who complains is like a doctor, who provides diagnosis for the hotel free of charge, so that hotel managers can prescribe the right medicine, improve services and facilities, and improve service quality and management level.