酒店行业投诉处理机制研究

Study On The Mechanism Of Handling Complaints In Hotel Industry

旅游产业的迅猛发展与居民消费水平的逐步提高,使旅游者越来越注重旅游产品质量,酒店间的竞争日趋激烈。酒店的运作系统较为复杂,而宾客对服务的需求又多种多样,因此,无论酒店档次高低,设施设备是否完善,都较难满足每位宾客的个性化需求,使投诉成为不可完全避免的现象。投诉的产生有其深刻的主客观原因,酒店应重视宾客投诉,遵循并推行首问责任制,加强员工服务意识培训,落实、监督、检查投诉处理过程,提高宾客满意度与酒店美誉度。

With the development of society and raising the level of consumption, people pay more and more attention to the quality of service, services are also increasingly fierce competition between enterprises. The hotel has a very complex operation system, and guest service demand is diverse, therefore, no matter the hotel grade level, both facilities and perfect or not, can not be one hundred percent guests satisfaction, and customer complaints can not be completely avoided. Complaint has its deep subjective and objective reasons, the hotel should pay attention to the guest complaints, follow and carry out system, strengthen the employee service consciousness training, the implementation of the supervision, inspection, complaints handling process, increase customer satisfaction and hotel reputation.