Complaints(批评投诉)_酒店餐饮
complaints(批评投诉)
hotel staff,like people working in other service businesses,are bound to receive complaints and criticisms as well as compliments and commendations. some of the complaints and criticisms are well justified and very constructive. they are perfect reminders of the areas of a hotel service that still leaves something to be desired. other complaints are just results of fastidious and difficult personalities. people who makes complaints and criticism can be friendly and resonable, they can also be rude and abusive. no matter how the person behave the hotel staff should always try and be nice to them. an argument with the guest is the most undesirable thing that can happen to a staff member and the hotel.
in handling complaints,the hotel staff should always be polite and helpful. he / she should always be ready to lend an attentive ear to what the guest have to say and always hear the guest out. he / she must not interrupt the guest unless necessary. it is advisable for him / her to jot down what the guest has said. he /she should then make a short apology and express he / she understanding of the guest’s situation or sympathy with the guest. only when he /she puta himself / herself in the guest’s shoes can he /she look at the problem from other person’s perspective. and only when the staff member can look at the guest’s problem in the guest’s way can he /she be ready to sympathize with the guest. after that the staff members should take actions quickly to remove the complaint, either by making polite, patient and detailed explanations, or making swift, effective corrections and remedies, or reporting the compalaint to a superior. but whatever he /she intend to do he / she must keep the guest informed of the meassures or actions he / she plans to take and when he /she will carry them out.
it is not at all easy to be always nice to the guest, especially when the guest is unfriendly and rude, even abusive. but the success of any business in the hospitality industry depends on people-pleasures. with good training and a lot of practical experience with guests everyone can master the art of being nice to guests. just keep onething in mind, that is, diissatisfied guest means a loss of of potencial future business while a pleased guest leaves the a warm memory of the hospitality he has enjoyed and an inclanation to repeat his visit to the hotel.
dialogue 1
receptionist: reception. can i help you?
guest: yes, this is mrs. rosenberg in room 207. i checked into my room 15 minutes ago.
receptionist: yes, is everything all right in your room, mrs. rosenberg?
guest: well no. first the bathroom is in a total mess. the shower dosen’t have hot water and the tub is just filthy. the floor is all wet and there is no mattress. then there is no soap, no towers, not even toilet paper.
receptionist: oh, i’m sorry to hear that. we do apologyze for the inconvenience. i’ll have the shower fixed, the tub cleand, the floor dried and the toilet items sent to your room immediately.
guest: that’s not all. the worst thing is that the water closet is clogged and when i flushed it it overflew.
receptionist: oh, dear, we are terribly sorry for all this mess. you see the hotel has just opened and the kink’s haveb’t been worked out yet. besides we are also terribly understaffed. so if you please get your luggage ready we will move you to another room. i’ll send a porter up to your room and help you with the luggage.
guest: thank you.
receptionist: you are welcome. that is really the least we should do for you.
dialogue 2
receptionist: reseption. can i help you?
guest: my name is kent bishop and i’m in room 1010. i checked into my room 40 minutes ago and one piece of my luggage hasn’t been brought up to my room yet.
receptionist: i’m sorry to hear that, sir. i’ll check with the bell captain immediately. but first let me ask you a few questions concerning your luggage. what kind luggage is it?
guest: it’s a suitcase.
receptionist: and of what size and design, please?
guest: it’s a large one with a pulling leather strap on one corner.
receptionist: dose it have a tag with your name on it?
guest: yes, it dose. it alse has a united airlineluggage tag on it. at least it had when iclaimed it at the airport.
receptionist: when and where did you last see it?
guest: i last saw it on the hotel courtesy airport limousine when i got off it.
receptionist: ok, thank you. i’ll get in touch with the bell captain at once and have it sent to your room as soon as we locate.
guest: thank you.
hotel staff,like people working in other service businesses,are bound to receive complaints and criticisms as well as compliments and commendations. some of the complaints and criticisms are well justified and very constructive. they are perfect reminders of the areas of a hotel service that still leaves something to be desired. other complaints are just results of fastidious and difficult personalities. people who makes complaints and criticism can be friendly and resonable, they can also be rude and abusive. no matter how the person behave the hotel staff should always try and be nice to them. an argument with the guest is the most undesirable thing that can happen to a staff member and the hotel.
in handling complaints,the hotel staff should always be polite and helpful. he / she should always be ready to lend an attentive ear to what the guest have to say and always hear the guest out. he / she must not interrupt the guest unless necessary. it is advisable for him / her to jot down what the guest has said. he /she should then make a short apology and express he / she understanding of the guest’s situation or sympathy with the guest. only when he /she puta himself / herself in the guest’s shoes can he /she look at the problem from other person’s perspective. and only when the staff member can look at the guest’s problem in the guest’s way can he /she be ready to sympathize with the guest. after that the staff members should take actions quickly to remove the complaint, either by making polite, patient and detailed explanations, or making swift, effective corrections and remedies, or reporting the compalaint to a superior. but whatever he /she intend to do he / she must keep the guest informed of the meassures or actions he / she plans to take and when he /she will carry them out.
it is not at all easy to be always nice to the guest, especially when the guest is unfriendly and rude, even abusive. but the success of any business in the hospitality industry depends on people-pleasures. with good training and a lot of practical experience with guests everyone can master the art of being nice to guests. just keep onething in mind, that is, diissatisfied guest means a loss of of potencial future business while a pleased guest leaves the a warm memory of the hospitality he has enjoyed and an inclanation to repeat his visit to the hotel.
dialogue 1
receptionist: reception. can i help you?
guest: yes, this is mrs. rosenberg in room 207. i checked into my room 15 minutes ago.
receptionist: yes, is everything all right in your room, mrs. rosenberg?
guest: well no. first the bathroom is in a total mess. the shower dosen’t have hot water and the tub is just filthy. the floor is all wet and there is no mattress. then there is no soap, no towers, not even toilet paper.
receptionist: oh, i’m sorry to hear that. we do apologyze for the inconvenience. i’ll have the shower fixed, the tub cleand, the floor dried and the toilet items sent to your room immediately.
guest: that’s not all. the worst thing is that the water closet is clogged and when i flushed it it overflew.
receptionist: oh, dear, we are terribly sorry for all this mess. you see the hotel has just opened and the kink’s haveb’t been worked out yet. besides we are also terribly understaffed. so if you please get your luggage ready we will move you to another room. i’ll send a porter up to your room and help you with the luggage.
guest: thank you.
receptionist: you are welcome. that is really the least we should do for you.
dialogue 2
receptionist: reseption. can i help you?
guest: my name is kent bishop and i’m in room 1010. i checked into my room 40 minutes ago and one piece of my luggage hasn’t been brought up to my room yet.
receptionist: i’m sorry to hear that, sir. i’ll check with the bell captain immediately. but first let me ask you a few questions concerning your luggage. what kind luggage is it?
guest: it’s a suitcase.
receptionist: and of what size and design, please?
guest: it’s a large one with a pulling leather strap on one corner.
receptionist: dose it have a tag with your name on it?
guest: yes, it dose. it alse has a united airlineluggage tag on it. at least it had when iclaimed it at the airport.
receptionist: when and where did you last see it?
guest: i last saw it on the hotel courtesy airport limousine when i got off it.
receptionist: ok, thank you. i’ll get in touch with the bell captain at once and have it sent to your room as soon as we locate.
guest: thank you.