Which department should Xi 'an Hotel complain to?

Xi 'an Hotel belongs to the hotel industry and can report to the police station.

Extended data:

Management regulations on handling customer complaints

1. This regulation is formulated to standardize the hotel customer complaint handling procedures and improve customer satisfaction.

2. The "customer complaint" in these Provisions refers to the request for reply or compensation made by customers to the hotel in oral or written form because they failed to enjoy the expected products and services.

Three, the hotel staff at all levels have the responsibility to accept and according to their own responsibilities and authority to immediately deal with customer complaints or customer complaints feedback to the next higher level management personnel or the complained department.

4. Each department is directly responsible for handling customer complaints, and the department head is directly responsible for handling customer complaints. The marketing department is responsible for regularly summarizing and analyzing customer complaints and providing relevant suggestions.

Five, according to the different time of customer complaints, "customer complaints" can be divided into complaints made during hotel consumption (hereinafter referred to as complaints during consumption) and complaints made after hotel consumption left (hereinafter referred to as complaints after consumption).

Handling of customer complaints with intransitive verbs

I) complaint handling procedures

1, consumer complaints

Complain about this department

(1) After receiving the complaint, the hotel staff should first know the relevant information (including the time, place, process, name of the main party and contact information of the customer, the same below), and then deal with it immediately according to the actual situation;

(2) If the customer is still dissatisfied after the treatment or the customer's request is beyond the authority of the accepting personnel, the accepting personnel should ask for instructions from their superiors step by step until the department head;

(3) If the customer is still dissatisfied after being handled by the department head or his requirements are beyond the authority of the department head, the department head should ask the competent vice president for instructions; If the customer is still dissatisfied after handling, the department head or deputy general manager should ask for instructions and handle it.

Complain against other departments

(1) After receiving the complaint, the hotel staff should first understand the relevant situation and then report to the department head immediately.

(2) The person in charge of the accepting department is responsible for negotiating the solution with the person in charge of the complained department, and then handling it according to the relevant solution.

(3) If the customer is not satisfied with the treatment plan, the person in charge of the complained department should ask the deputy general manager for instructions; If the customer is still dissatisfied after handling, the person in charge of the complained department or its deputy general manager should ask for instructions to handle it.

2. Post-consumer complaints

Complain about this department

(1) After receiving the complaint, the hotel staff should know or record the relevant information first, and then report to the department head immediately. The person in charge of the department shall organize personnel to investigate and deal with it.

(2) If the customer is not satisfied with the handling or the requirements are beyond the authority of the department head, the department head should ask the competent vice president for instructions; If the customer is still dissatisfied after handling, the department head or deputy general manager should ask for instructions and handle it.