How to deal with food and beverage complaints

1) to accept the psychological preparation of the guest complaints;

1) set up a "guest is always right" belief;

2) to grasp the mentality of the guest complaints; (see the psychological analysis of the guest)

② try to make the guests angry;

2) first let the guests to finish the words, do not explain or randomly interrupt the guests to tell.

3) guests speak (or loud noise), the reception of the complainant to show enough patience, never with the fluctuations in the mood of the guests and fluctuations, shall not lose their temper. Even when encountering some deliberately picky, unreasonable people, should not be arguing loudly, or bully, but to patiently listen to the views of the soft guest, so that the situation does not expand or affect others. (Guide guests to understand the good aspects of the hotel service, do not allow guests to disparage the quality of service hotel).

4) When speaking, pay attention to the voice, tone, tone and volume.

5) Reception of complaints, be careful with the "smile", otherwise, it will make the guests produce "happy" illusion.

③ listen carefully to guest complaints, and pay attention to the record;

② expressed sympathy for the guests and apologized;

For example: the guests said to you: "your service is simply awful." This denial of everything is obviously not objective and inappropriate. According to the requirements of hospitality etiquette, the correct approach is to properly meet the guests first, "I'm really sorry, our service work is not good enough place". When the guest's attitude becomes more moderate, and then ask him questions: "In order to further improve our work, I hope you more advice. Can you tell me what problem you just encountered?" Show tolerance when the guest vents his dissatisfaction, don't take his angry words into account, and say at the appropriate time, "Yes, that's right, about this matter, can you be a little more specific?" "Now we have two ways to solve this problem, you see with which one is good?"

③ The problem reflected by the guests immediately start to solve;

1)Tell the guests about the solutions to be taken The ultimate purpose of the guest complaint is to solve the problem, there should be a variety of solutions in solving the problem reflected in the guest complaint. (There should be a variety of preparations before dealing with the problem, draw a number of psychological bottom line, predict the conditions that guests can accept).

2) Seek the opinion of the guests, ask the guests to choose their own solutions to the problem or remedies, in order to show respect for them. The general psychology of people is to trust their own choices the most.

3) avoid apologizing to the guests, asking for forgiveness and ignore the specific content of the guest complaints, but also not in front of the guests to show that because of the limited power and powerless attitude.

4) to solve the problem of the time limit to tell the guests should be fully estimated to deal with the problem of the time required.

5)Tell the guest clearly, and never be vague or ambiguous, which may cause dissatisfaction and make it more difficult to solve the problem.

6)Immediate action Should immediately begin to investigate, clarify the facts and identify the root cause.

7)Keep the guest informed of the progress of the problem.

6 on the results of the complaint to be concerned;

complaints after the hotel should take measures

1) understand and analyze the reasons for the formation of complaints, involving personal responsibility, according to the hotel system for the person responsible for the punishment; related to the existence of loopholes in the hotel system, should be checked to make up for the gaps, improve the system, improve the service process (case: the main office, switchboard wake-up call);;

2) the hotel should be a good place to start. checking system);

2) quickly find the responsible person's department, as soon as possible to implement the hotel system;

3) to find out more complaints about the problem and link

a, can be statistical complaints, to find out the most complained about by the son of the department, individuals and problems.

Two, you can count the comments on the guest submission to determine which department, individual has the most deficiencies.

Three, ask the employee who handles the complaints to list the problems with the most complaints.

Four, the complaint statistics, analysis, processing through and guests on the handling of the comments, feedback to the relevant departments, so that these departments to improve their work.

Fifth, according to the complaint record and other information, the establishment, supplement the guest complaint file.

VI, for the weak links, strengthen staff training, improve their service attitude and service quality, especially to train the front office staff to master the correct way to deal with complaints.

⑦ and guests to communicate again;

Maintaining guest relations, investigate the results of complaint handling guest satisfaction, you can send a text message, call the method;

⑧ Organize and merge files;