1、STANDARD OPERATING PROCEDURE標準操作程序HANDLING COMPLAINTS處理投訴T ASK N UMBER :HK GE 0010任務(wù)號 :D EPARTMENT:Housekeeping部門 :客房部D ATE I SSUED :August 2005制定日期 :2005年 8 月GI expect my complaints to be handled swiftly and professionally and if at all possible, by oneUESTEXPECTATION:person who has the authority t

2、o resolve my problem by“ bending the rules” if n客人期望 :我希望酒店能盡快并專業(yè)的解決我的投訴，如果有必要的話，我希望盡量是由有權(quán)限的人來處理。T IME TO T RAIN :25 minutes培訓(xùn)時間 :25 分鐘Why is this task important for you and our guests?為什么這項任務(wù)對你及我們的客人都如此重要？Answers:回答 ：1. I understand I must listen carefully when I am on the receiving end of a compla

3、int. I listen actively to the whole communication to ensure I understand what the guest wants. I understand this is not only the words that they say but the emotion behind the words.我知道當我收到投訴時，我必須仔細聆聽，確保自己能了解客人需要什么。這些不只是客人的話而且還包含了客人的心情。2. It is my responsibility to solve problems when guests ask me

4、for help當.客人尋求幫助時為他們解決問題是我的職責(zé)。3. This can increase our GSTS這.能提高客人的評價。4. When we do our job well, it shows we are professional.如果我能將工作做得很好，這能體現(xiàn)出我們的專業(yè)水準。WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS步驟如何做 / 標準培訓(xùn)問題1） Pay attention-Pay attention to the complaint. 認真注意客人投訴注意-It should be well understood wh

5、at theproblem exactly is.我們需要充分的理解實際問題的所在。-Listen carefully and NOD head. 仔細聆聽并點頭附和-Don t try to interrupt the guest不.要打斷客人-Don t argue with the guest.不能與客人爭吵-Maintain eye contact with the guest if not onthe phone.如果不是在電話中交談，保持與客人眼神交流。-Write down key details.記錄下關(guān)鍵的細節(jié)。2) ApologizeApologize to the gue

6、st even if the problem is not道歉caused by you.即使問題不是你造成的仍須向客人道歉。Never blame workmates.不能責(zé)怪同事。3) Take immediate actionTell the guest immediately what action you are going totake.立即采取行動立即告訴客人你將怎么做。Report the complaint to your Supervisor as soon aspossible.盡快將客人投訴報告你的主管If your Supervisor can not contact

7、ed, report toExecutive Housekeeper or Laundry Manager.如果不能聯(lián)系上你的主管，報告行政管家或洗衣房經(jīng)理。Never promise to do something that the hotel cannotcarry out or you are unsure about.不要向客人承諾酒店沒有執(zhí)行的或是你不確定的東西。To resolve a complaint, check with Supervisor beforeyou take any action.為了解決投訴，你需要在采取行動前，與主管協(xié)商。WHAT/ STEPSHOW/ S

8、TANDARDS步驟如何做 / 標準What are the points to take in consideration When a guest complains?客人投訴時須注意什么？Why do I need to write them down?為什么我需要記錄下來？Why do I need to apologize if it was not my mistake?為什么不是我犯的錯也仍要向客人道歉呢？Why should I not blame a colleague?為什么我不能責(zé)備同事呢？Why should I have a solution?為什么我有一個解決方法呢

9、？Why do I need to report this to my supervisor? 為什么我需要將這報告我的主管呢？Is it not better to promise something?為什么向客人承諾不好呢？Why do I need to do this?為什么我需要這樣做？TRAINING QUESTIONS培訓(xùn)問題4) Follow upMake sure that the action has been taken andWhy is the follow up so important?that the guest is satisfied.為什么跟進如此重要、？

10、跟進確保解決方式能讓客人滿意。Report all complaints, however small, to Supervisor,Why do all complaints to be reported?record the case in the logbook.為什么要報告所有的投訴？向主管報告所有的客人投訴，并將其記錄進記錄本。Inform Executive Office about serious complains.Executive Housekeeper and laundry Manager shouldascertain with GM what constitutes

11、“ serious”對于嚴重的投訴須通知行政辦公室。行政管家和洗衣房經(jīng)理應(yīng)該與總經(jīng)理確定為什么會有那么嚴重的投訴Summary questions問題概況：1. How do you handle a complaint what are the steps?你怎么處理投訴 步驟有哪些？2. What is important to remember when you receive a complaint?當你收到投訴時，應(yīng)記住做什么？3. Why do I need to apologize?為什么我要道歉？4. What is important about taking action?采取行動時什么最重要？5. Why is the follow up so important? 為什么跟進如此重要？6. Are all complaints reported on the Log Book in your department? 所有的投訴都需要記錄進你部門