《国际酒店前厅前台操作程序手册-SOP Rec 67 Handling of Guest Complaint (B).doc》由会员分享，可在线阅读，更多相关《国际酒店前厅前台操作程序手册-SOP Rec 67 Handling of Guest Complaint (B).doc（4页珍藏版）》请在taowenge.com淘文阁网|工程机械CAD图纸|机械工程制图|CAD装配图下载|SolidWorks_CaTia_CAD_UG_PROE_设计图分享下载上搜索。
1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front Office JOB TITLE职务: ReceptionistTASK NO任务编号: 67TASK: Handling of Guest Complaint (B)EQUIPMENT REQUIRED设备要求设备要求: Fidelio work stationWHAT TO D
2、O要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Guest approached our staff to complaint.1. Listen2. Apology3. Empathy4. ActionDo not panic, if guest are speaking loudly, quickly offer guest over to Assistant Managers Desk to sit down and attend to his needs.Listen to guest attentively and take note of his comments.
3、Accept guest comments positively, Apologies to guest sincerely. e.g. Mr. XXX, I am sorry that this has happen to youShow empathy guest. e.g. “I understand how you feel.” (Put yourself in the guest shoe)Using the “One Stop Shop” method solving guest problems without referring to other DEPARTMENT部门.Yo
4、u will take care of it immediately and take ownership of handling personally all the way through Be flexible and anticipate guest needs, always offer option for solution and check guest level of satisfaction.Ensures proper follow-up are madeAnd fill-up the “Recovery Form”Show our humility.Let the gu
5、est know that you appreciate his comments. Respect guest comments. Guest complaint as they want us to improve.HumilityCalm the guest Continue to strive for excellence.Do more.Customer delight.Practice Sofitel Care using the recovery method.Solving the problems immediately is giving us to correct the
6、 mistake and even delighting the guest.Feedback to management of situation occurred and action taken.Updating guest history for future references.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP4