STANDARD OPERATING PROCEDURE
标准操作程序
HANDLING COMPLAINTS
处理投诉
Task Number
务号
HK – GE 0010
Department
部门
Housekeeping
客房部
Date Issued
制定日期
August 2005
2005年8月
Guest Expectation
客期
I expect my complaints to be handled swiftly and professionally and if at all possible by one person who has the authority to resolve my problem by bending the rules if necessary
希酒店快专业解决投诉果必话希量权限处理
Time to Train
培训时间
25 minutes
25分钟
Why is this task important for you and our guests
什项务客重？
Answers
回答 ：
1 I understand I must listen carefully when I am on the receiving end of a complaint 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
知道收投诉时必须仔细聆听确保解客需什客话包含客心情
2 It is my responsibility to solve problems when guests ask me for help客寻求帮助时解决问题职责
3 This can increase our GSTS提高客评价
4 When we do our job well it shows we are professional果工作做体现出专业水准
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
1）Pay attention
注意
Pay attention to the complaint 认真注意客投诉
It should be well understood what the problem exactly is需充分理解实际问题
Listen carefully and NOD head仔细聆听点头附
Don’t try to interrupt the guest断客
Don’t argue with the guest客争吵
Maintain eye contact with the guest if not on the phone果电话中交谈保持客眼神交流
Write down key details记录关键细节
What are the points to take in consideration
When a guest complains
客投诉时须注意什？
Why do I need to write them down
什需记录？
2) Apologize
道歉
Apologize to the guest even if the problem is not caused by you
问题造成须客道歉
Never blame workmates
责怪事
Why do I need to apologize if it was not my mistake
什犯错客道歉呢？
Why should I not blame a colleague
什责备事呢？
3) Take immediate action
立采取行动
Tell the guest immediately what action you are going to take
立告诉客做
Report the complaint to your Supervisor as soon as possible
快客投诉报告
If your Supervisor can not contacted report to
Executive Housekeeper or Laundry Manager
果联系报告行政家洗衣房理
Never promise to do something that the hotel cannot carry out or you are unsure about
客承诺酒店没执行确定东西
To resolve a complaint check with Supervisor
Why should I have a solution
什解决方法呢？
Why do I need to report this to my supervisor
什需报告呢？
Is it not better to promise something
什客承诺呢？
Why do I need to do this
什需样做？
before you take any action
解决投诉需采取行动前协商
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
4) Follow up
进
Make sure that the action has been taken and
that the guest is satisfied
确保解决方式客满意
Report all complaints however small to Supervisor record the case in the logbook
报告客投诉记录进记录
Inform Executive Office about serious complains Executive Housekeeper and laundry Manager should ascertain with GM what constitutes serious
严重投诉须通知行政办公室行政家洗衣房理应该总理确定什会严重投诉
Why is the follow up so important
什进重？
Why do all complaints to be reported
什报告投诉？
Summary questions
问题概况：
1 How do you handle a complaint – what are the steps处理投诉—步骤？
2 What is important to remember when you receive a complaint收投诉时应记住做什？
3 Why do I need to apologize什道歉？
4 What is important about taking action采取行动时什重？
5 Why is the follow up so important什进重？
6 Are all complaints reported on the Log Book in your department投诉需记录进部门记录？
7 Are all complaints reported to the Executive office投诉需报告行政办公室？
Now ask the trainee to practice the task from start to end to test competency
现培训生步骤头位进行实践操作做测试
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STANDARD OPERATING PROCEDURE
标准操作程序
HANDLING COMPLAINTS
处理投诉
Task Number
务号
HK – GE 0010
Department
部门
Housekeeping
客房部
Date Issued
制定日期
August 2005
2005年8月
Guest Expectation
客期
I expect my complaints to be handled swiftly and professionally and if at all possible by one person who has the authority to resolve my problem by bending the rules if necessary
希酒店快专业解决投诉果必话希量权限处理
Time to Train
培训时间
25 minutes
25分钟
Why is this task important for you and our guests
什项务客重？
Answers
回答 ：
1 I understand I must listen carefully when I am on the receiving end of a complaint 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
知道收投诉时必须仔细聆听确保解客需什客话包含客心情
2 It is my responsibility to solve problems when guests ask me for help客寻求帮助时解决问题职责
3 This can increase our GSTS提高客评价
4 When we do our job well it shows we are professional果工作做体现出专业水准
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
1）Pay attention
注意
Pay attention to the complaint 认真注意客投诉
It should be well understood what the problem exactly is需充分理解实际问题
Listen carefully and NOD head仔细聆听点头附
Don’t try to interrupt the guest断客
Don’t argue with the guest客争吵
Maintain eye contact with the guest if not on the phone果电话中交谈保持客眼神交流
Write down key details记录关键细节
What are the points to take in consideration
When a guest complains
客投诉时须注意什？
Why do I need to write them down
什需记录？
2) Apologize
道歉
Apologize to the guest even if the problem is not caused by you
问题造成须客道歉
Never blame workmates
责怪事
Why do I need to apologize if it was not my mistake
什犯错客道歉呢？
Why should I not blame a colleague
什责备事呢？
3) Take immediate action
立采取行动
Tell the guest immediately what action you are going to take
立告诉客做
Report the complaint to your Supervisor as soon as possible
快客投诉报告
If your Supervisor can not contacted report to
Executive Housekeeper or Laundry Manager
果联系报告行政家洗衣房理
Never promise to do something that the hotel cannot carry out or you are unsure about
客承诺酒店没执行确定东西
To resolve a complaint check with Supervisor
Why should I have a solution
什解决方法呢？
Why do I need to report this to my supervisor
什需报告呢？
Is it not better to promise something
什客承诺呢？
Why do I need to do this
什需样做？
before you take any action
解决投诉需采取行动前协商
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
4) Follow up
进
Make sure that the action has been taken and
that the guest is satisfied
确保解决方式客满意
Report all complaints however small to Supervisor record the case in the logbook
报告客投诉记录进记录
Inform Executive Office about serious complains Executive Housekeeper and laundry Manager should ascertain with GM what constitutes serious
严重投诉须通知行政办公室行政家洗衣房理应该总理确定什会严重投诉
Why is the follow up so important
什进重？
Why do all complaints to be reported
什报告投诉？
Summary questions
问题概况：
1 How do you handle a complaint – what are the steps处理投诉—步骤？
2 What is important to remember when you receive a complaint收投诉时应记住做什？
3 Why do I need to apologize什道歉？
4 What is important about taking action采取行动时什重？
5 Why is the follow up so important什进重？
6 Are all complaints reported on the Log Book in your department投诉需记录进部门记录？
7 Are all complaints reported to the Executive office投诉需报告行政办公室？
Now ask the trainee to practice the task from start to end to test competency
现培训生步骤头位进行实践操作做测试
文档香网(httpswwwxiangdangnet)户传
《香当网》用户分享的内容，不代表《香当网》观点或立场，请自行判断内容的真实性和可靠性！
该内容是文档的文本内容，更好的格式请下载文档
