question 1: how to understand the significance of correctly handling complaints to hotels? Customers are the parents of hotels at all levels. Correctly handling customer complaints is not only a matter of professional ethics, but also a matter of the hotel's right to exist in the fierce competition environment!

question 2: what are the positive effects of customers' complaints about hotels on improving the level and quality of hotel facilities and services to make customers more comfortable and satisfied?

question 3: what impact will guest complaints have on hotels? Under normal circumstances, if guest complaints are not handled properly, one or even a group of guests will be lost, so you must ask for the guest's understanding when encountering guest complaints.

question 4: the common guest complaints and solutions in hotels are the eternal waves and problems in the hotel catering service industry. No matter how much effort and consideration the hotel has put into the service, it is inevitable that some details will not be in line with the customers' wishes, and there will be more or less complaints. So what is the significance of hotel complaints? How should managers deal with hotel complaints?

first, the significance of guests' complaints about hotels

Hotel employees should be fully aware that it is normal for guests to complain about hotels. In a sense, complaints are also a bridge between hotel managers and guests, which is a good thing and a bad thing. It can make the complained part or employee be punished accordingly; But at the same time, the complaint is a signal, which tells the hotel that there are problems in its service and management. If the hotel accepts it, the service and facilities of the hotel can be improved and improved, thus attracting more customers.

1. To make the hotel familiar with the deficiencies in service and management

Some problems do exist, but they are not discovered by the hotel itself. On the one hand, the topic is latent, on the other hand, there are problems in itself, which cannot be found. Guests, on the other hand, pay a certain amount of money, hoping to get value for money and get the corresponding service. Therefore, they are very sensitive to the problems existing in hotel services and facilities. Although the hotel has carried out strict exercises for employees and put forward corresponding requirements, not all employees can do it. Most of them are bound by their leaders when they are away, and once they leave, they will relax themselves, which managers can't find. Only guests, as direct consumers of hotel services, can find out and put forward in time.

2. It is beneficial to the improvement of hotel service and the improvement of service level.

through the complaints of guests, the hotel found its own problems. If these problems can be rectified in time, the hotel service will be improved continuously.

3. It provides a good opportunity to mend the relationship with the guests and ease the contradiction, which is beneficial to the hotel to open up the market and acquire customers.

the guest complained that there was a service loophole 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 for its own mistakes after knowing the dissatisfaction of the guests, so it won the guests and the market.

second, the process of handling hotel complaints

how can hotels correctly treat and handle guest complaints in order to achieve fast and satisfactory results? According to past experience, the whole process of complaint handling can be summarized into five words, namely, listening, taking notes, analyzing, reporting and answering.

1. Listen. When dealing with any guest's complaint, whether it is trivial or complicated, we, as the respondent, should keep calm, calm and listen to the guest's opinions carefully, and show high courtesy and respect to the other party. This is a process in which the guests vent their anger. We should not and cannot object to the guests' opinions, so that the guests can gradually calm down and provide conditions for our explanation.

2. remember. In the process of listening, we should take notes carefully. In particular, the main points of the guests' complaints and some details should be recorded clearly and repeated in time to ease the guests' emotions. This is not only the basis for handling complaints quickly, but also a cushion for the improvement of our service in the future.

3. discount. According to what you hear and write, find out the ins and outs of things in time, 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 difficult problems to the competent leader in time for comments. Don't omit or conceal materials, especially touching personal interests, and don't report feelings.

5. a. After soliciting the opinions of the leaders, we should give the answers back to the guests in time. If it can't be solved for the time being, we should apologize to the guests, explain the reason, ask the guests for understanding, and we can't guarantee them without control and foundation.

Third, the principle of handling hotel guests' complaints

1. Be friendly and follow the principle of serving guests. Sincerely solve problems for guests.

When guests complain about hotels, they should be familiar with certain problems existing in their work and services. Therefore, employees should understand the guests' feedback and try their best to help them. Only in this way can we win guests and build an image for the hotel.

2. Be restrained and patient, and don't argue with guests.

it is inevitable that guests will complain after they are in trouble and unhappy. If the guest is very excited, employees must try to restrain themselves and try to stop the guest's > >

question 5: what are the positive effects of hotel customer complaints on employees and customers? The legitimate rights of customers are safeguarded, and employees improve and improve the service quality. I hope my answer can help you

Question 6: What are the three meanings of guest complaints in service? 1. Reasons for customer complaints Complaints are criticisms, complaints or complaints made by customers who are dissatisfied with the facilities, equipment and projects provided by the hotel and the services provided by employees. Its manifestations include telephone calls, written complaints and face-to-face complaints. There are many reasons for hotel customers' complaints, but they can be summarized as follows: 1. Complaints caused by the quality of products or equipment. The production and use of hotel products can not meet the requirements of customers, which leads to complaints. For example, air conditioning can't cool; Poor hygiene of food causes customers to feel unwell; Another example is that there is dirt on the bedding, and so on. 2. Complaints caused by untimely service. For example, the customer ordered the meal but failed to deliver it to the guest room in time, or the lights in the room burned out and failed to be repaired in time, and so on. 3. Complaints caused by price. Compared with their own expectations, the benefits and feelings of the hotel fees paid by customers, compared with the actual use value of products or services, compared with their previous experience, 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 can not be fulfilled, which can cause customer complaints. 5. Complaints caused by "human" reasons. On the one hand, customers may complain because they are dissatisfied with the service quality or level of the service staff in the wine shop; On the other hand, the bad interaction between customers will also lead to complaints. Second, the escalation of customer complaint behavior 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 high-level 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 the help of relevant laws and regulations. But this is not the end of the matter. The management of the wine shop must understand that if the service or management of the hotel fails to handle a customer's complaint well, the consequence is likely to be not only the loss of the loyalty of the designated customer in the future, but the trust of a group. An angry customer will tell his family, friends or colleagues about the unpleasant experience he has experienced, so that his complaint itself and the adverse consequences of the complaint will spread and spread among the crowd. Third, the factors that affect customers' complaints Although customers have been treated unfairly or have been dissatisfied in 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 affect their complaints. 1. The cost of the complaint itself is too high, which makes customers feel that it is not worth complaining. The cost of the complaint itself includes two aspects: on the one hand, it takes a certain amount of money and time to complain, for example, it may take several phone calls and write a strong and reasonable complaint letter; Or spend some time waiting for the result of complaint handling, and so on. On the other hand, complaints have also brought 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 or how to complain. After investigation, 21% hotel customers in Japan don't know how or to whom to complain and 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 2111, the survey results of the hotel industry in China showed that 41% ~ 61% 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, more channels and better results. Hotels should first broaden and improve customer complaint channels, for example, on the one hand, opening > >

question 7: how to treat the opinions or complaints put forward by hotel customers; The business of a hotel is of course to improve its own service quality, and at the same time improve the grade and scale of the hotel. For the current guests, they also hope that their accommodation environment is good and there is a high-quality accommodation service, so what every hotel needs to improve most is its own service quality. A hotel is a choice for a guest to live in. For the sake of its own hotel business, it is necessary to treat guests with high quality attitude and service quality, so many hotels have strict training in this area. However, even with strict training and high quality service, it is inevitable that there will 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 sincerely apologize and then listen to the opinions of the guests. This is a basic principle, and the guest is always right. This is the mantra of a hotel waiter. Generally, the guests who come to the hotel give their opinions for some reasons, so as long as everyone apologizes seriously and listens to the opinions of the guests, the average person will understand quickly. When handling complaints from guests, hotels should grasp the psychological reaction of ordinary guests and understand their psychological requirements. Generally, the guests complaining in hotels basically have three kinds of mentality, namely, to vent, respect and compensation. We should take measures according to specific circumstances to comfort guests, adjust their emotions and try our best to handle things reasonably for them. When dealing with the complaints of hotel guests, we should know that the ultimate goal of the guests is to solve the problem. Therefore, we should deal with the complaints of the guests immediately, and if necessary, ask the superior management to solve them in person, so as to solve the problem in the fastest time and achieve the purpose of maintaining the image of the hotel.

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 a prerequisite. Generally speaking, as a natural person, the customer's behavior can't always be right. In order to understand this business philosophy correctly, we should make it clear that the customer's behavior must first conform to laws, regulations and social ethics, and no one can violate this code of conduct. Without this premise, we can't talk about it.

2. The proposition that "the customer is always right" reflects the respect for the customer. As product users, customers have a say in product quality, and their judgments, choices and choices 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 the merchant only emphasizes that he is right and the customer is wrong, it is actually shutting the customer out. The product of the property management company is the service. 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 that "the customer is always right" can make us correct our mentality, look at contradictions calmly, and get new information from contradictions, which is often valuable, and it 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 there is any problem, the wrong party can only be the merchant, never the customer, no matter whether such a thing is the fault of the customer on the surface.

question 11: how to deal with hotel customers' complaints about the service of waiters? 1. Avoid always sitting rigidly at the lobby workbench. Most of the time, the assistant manager should greet the guests who come and go in the lobby, answer some inquiries of the guests at random, and never miss any opportunity to communicate with the guests. On the one hand, it is convenient for the guests, which makes the hotel service more human and increases the affinity of the assistant manager. On the other hand, we can collect more guests' opinions and suggestions on the hotel, so as to 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 "they" in front of the guests. In the eyes of the guests, the hotel is a whole. No matter which department has problems, he will think that it is the responsibility of the hotel, and the assistant manager in the lobby works on behalf of the hotel, so don't call the employees in other departments "they" in front of the guests. Third, avoid paying attention to the time, place and place when handling complaints. Some assistant managers in the lobby often only pay attention to the principle of timeliness when handling complaints from guests, but ignore the flexibility and artistry in handling problems. For example, when guests are having lunch break, eating, getting angry, or in public places such as sleeping rooms and banquet halls, it is not effective to deal with complaints at these times and occasions, and it may also cause guests to resent, adding "qi" to "qi" and burning oil on the fire. Fourth, avoid lack