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ID:47882443
大小:49.36 KB
页数:37页
时间:2019-11-22
《洲际酒店集团投诉处理指导手册》由会员上传分享,免费在线阅读,更多相关内容在工程资料-天天文库。
1、ComplaintResolutionInformationyouneedtoeffectivelyhandlecomplaintstomaintainexcellentguestsatisfaction.Guestsdon'talwaysfeelcomfortablebringingtheirconcernstotheattentionofhotelstaff.Understandably,thiscansometimescausefrustrationwhenyourgoalistomaintainexcellentguestsatisf
2、action.TheHospitalityPromise™wasdesignedtoencouragecommunicationbetweenguestandhotelbutisalsoapromisedesignedtosatisfyourguestsevenaftertheyhaveleftthehotel.GuestRelations1aimistoworkwithyouinresolvingcustomerconcerns.HotelsarenotifiedofguestcontactsthroughWebGURUMerlin.You
3、rhotelwillhavetheopportunityofviewingthesecasesandprovidearesolutionwithin48hoursforthosethathavebeenreferred.Whencomplaintsareresolvedonahotellevelandtheguestissatisfied,thereisnoneedfortheguesttocontactGuestRelations.Keepinminditislesscostlytosatisfyaguestonthefrontendrat
4、herthanwhentheycontactGuestRelationsandaCaseManagementfeeisoftengeneratedinadditiontoanycompensation.Trytoencourageopencommunicationsbetweenyourguestsandstaff.Followupeverycheckinwithacourtesycalltotheroom.CustomerServiceThissectiondetailsbasiccustomerservicetechniques,inc
5、ludingcommunicationtipsandhelpfuldialogue.Thesetechniquesshouldbeappliedtoallguestinteractions・GuestFacts♦Satisfiedguestscomeback.Customerservicebuildsrepeatbusinessforyourhotelandincreasesbrandloyalty.❖Satisfiedguestswilltelltheirfriends.Guestserviceisanexcellentadvertisin
6、gtool;wordofmouthisthebestformofadvertising.♦Dissatisfiedguestsprovideimportantfeedback.Feedbackfromguestswillhelpyoudetectproblemareasinyourhotelorganizationandenableyoutotakecorrectiveaction.❖Itissixtimesmoreexpensivetoacquireanewguestthanitistoretainanoldone・Goodcustomer
7、servicenotonlycorrectsthedamage,butgivesyourorganizationastrategicadvantageoveryourcompetitors.Youwillseethatyourprofitswillrisewithlongevity;thelongeryoukeepaguest,themoretheyareworthtoyou.Thebetterguestsknowandtrustyou,themoretheyarewillingtobuyfromyou,andhencethebetteryo
8、ugettoknowandservethem.Itisinevitablethatyouwilldealwithdissatisfiedcustomersatsom
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