浅谈大堂副理的宾客投诉处理

浅谈大堂副理的宾客投诉处理

摘要：随着21世纪社会科学技术的发展，当代旅游业已经发展成为世界上产业规模最大和发展势头最强劲的产业，酒店业也随之迅速的发展起来。因此要使每1位宾客满意，是每1家酒店努力的方向和工作目标，也是酒店大堂副理的主要职责。酒店要建立和发展良好的宾客关系，大堂副理就需要充分了解宾客的需求心理及掌握1定的宾客投诉处理工作的方法和艺术。本文强调了大堂副理处理宾客投诉工作的重要意义，分析了大堂副理处理宾客投诉工作的基本原则、处理宾客投诉工作的1般程序以及处理宾客投诉工作的实际技巧。大堂副理只有处理好宾客的投诉工作，才能扩大酒店的知名度，开拓更大的客源市场，酒店才会“赢利”,从而与世界接轨，使酒店立于“不败之地”。

关键词：大堂副理；宾客；投诉处理

On the Assistant Manager of the Guests Complaints

Abstract: By the development of society science and technology in 21 century, tourism has become one of the largest scale industries in the world with most developments. Hotel business has also become flourished. It is the main duty of hotels assistant managers to let every guest satisfied, and it is also the main work target and aspect for all hotels. Hotels want to establish and develop good relations with guests, and assistant managers need to know all the requirements of the guests, learning some skills and artifices to do with guests complaints. The article gives emphases about the important meanings of complaints handling first. Then, it analyses the base rule of the dealing with guests complaints, including the general procedure and practical skills for the assistant manager. Only handled well with guests complaints, the hotels will become more well-known and get more guests-market and get more "profit". So that hotels integrate with the world market, and enable hotels to “remain invincible".

Keywords: Assistant Manager; Guests; Complaints （科教作文网http://zw.ΝsΕAc.com发布）