FO-026 Handling Guest Complaints

Hotel

This procedure is to clarify the necessary step of how to successfully resolve a Guest complaint.

该程序旨在明确成功处理客人投诉的必要步骤

If a complaint is received about any aspect of our service or facilities, we must do our utmost to resolve the problem. When a guest complains, he/she is offering us

An opportunity to correct the problem and in some cases, to take the necessary

Steps to ensure that a similar situation does not reoccur, so that we can improve our quality of service.

在接到客人关于酒店设施和服务的投诉时，应当尽我们所能去解决问题。客人的投诉给我们提供了一个改正错误的机会，以便采取必要的措施来防止类似情况的发生，进而提高我们的服务质量。

It must be remembered that what may appear to be a trivial, common, or unreasonable complaint to us is a very real problem and source of dissatisfaction to the guest.

不要忘记所有可能发生的投诉，无论是琐碎的、普通的小事还是毫无道理的抱怨，都是 不可忽视的问题，这正是客人对我们不满意的真正原因

With this thought in mind, the following action should be taken when a guest complains.

Hotel

鉴于以上各点，当遇到客人投诉时，可采取下列措施：

(1) Always listen carefully to the guest’s full complaint. Do not interrupt or try to

second-guess the guest.

始终仔细聆听客人的投诉，不要试图打断客人或揣测客人的想法。

(2) Accept the guest’s feelings. Be empathetic and courteous. Apologize for the

inconvenience caused.

理解客人的感受，对此表示同情和宽容。为给客人带来的不便进行道歉。

(3) DO NOT ARGUE! Do not try to rationalize the problem. You are in the people’s service business, and are there to make the guest happy at all times.

You will not be doing the hotel any good by trying to justify our mistakes.

不要与客人争执！不要试图将问题合理化。在对人服务的工作中，关键是让客人始终保持心情愉快。

(4) Clarify the complaint. Determine and inform the guest or ask for his suggestion as to what

you are going to do to satisfy the guest, and then take action.

弄清投诉事实。尽快做出决定并通知客人，询问客人的意见，要怎样做才能使其满意，然后采取行动。

(5) Do not pass the buck by asking the guest to call another person/department.

The guest has complained to you and you, as a representative of the hotel, are Responsible for ensuring that the guest receives satisfaction.

不要为了推卸责任而让客人打电话给其他人或部门。客人在向你投诉，作为酒店的代表，你有责任让客人得到满意的答复。

(6) If the guest’s problem must be solved by another department, call that department

yourself and arrange a solution. If you do not feel confident in handing the problem, or if the guest becomes difficult or abusive, call the Duty Manager immediately, UNDER NO CIRCUMSTANCES SHOULD YOU INSUL A GUEST OR LOSES COMPOSURE. 如果客人的问题必须通过其他部门来解决，那么你亲自打电话给该部门并制定解决方案。如果你没有自信解决问题，或者客人很难缠而且出言不逊，就立即给值班经理打电话，严禁辱骂客人和对客人不敬。

(7) Follow up, If yourself can solve the problem, address it and fix it immediately. Then

inform the guest and/or double check if he is satisfied. If it involves other department double check with the department first, then call the guest to see if he is satisfied.

如果你自己能解决问题就立即集中精力将其处理好。然后，通知客人并再次确认客人是否满意。若涉及其他部门，先与其他部门确认后，再联系客人看其对结果是否满意。

(8) Inform the Duty Manager the whole story for him to log down in the logbook.

向值班经理汇报事件的始末以便与他在日志本上做好记录。

Hotel

Note: In case you forget or are too busy to attend to the problem immediately, an

Entry must be made in the follow up sheet for everybody’s attention and future follow up. 注意：万一你忘记了或是因为太忙而无法立刻解决问题，就应该在表格中作好记录，给予别人相应的准入权，进而跟进事件的发展。

Applicable Departments 使用部门: All Concerned Departments/所有相关部门