The first example event of guest first service

1. Adhering to the service tenet of "guests first", welcoming guests' complaints, not arguing with guests, not defending themselves, receiving and handling complaints is one of the hotel's service items. If the cause of guest complaints is always related to the quality of service, then at this moment, the management personnel who accept the complaints on behalf of the hotel sincerely listen to the opinions of the guests, show their sincerity in solving problems for the guests, offer comfort to those who are disappointed and sad, show deep sympathy, be open-minded and courteous to those who are hot-tempered, and strive to solve the problem satisfactorily, which in itself is the display of the normal service quality of the hotel. If all the complaining guests want compensation, then the other party can treat themselves with the best service attitude during the complaint process, which is also a certain degree of compensation for reasonable guests. 2. When handling complaints, we should pay attention to the interests of both the guests and the hotel. When handling complaints, the manager has two roles: first, he is the representative of the hotel and accepts complaints on behalf of the hotel. Therefore, it is impossible for him not to consider the interests of the hotel. However, as long as he accepted the guest's complaints, and as long as he still works in this post, he also became the representative of the guests, representing both the hotel and the guests to investigate the truth of the incident, give the guests a reasonable explanation and recover damages for the guests. Guests complain directly to the hotel, which reflects that guests believe that the hotel can solve the current problems fairly and properly. In order to repay the trust of the guests and encourage this behavior of "complaining in the hotel if you want to complain" with practical actions, managers must handle complaints fairly and impartially. 1. First, deal with complaints quickly, listen attentively to the guests, accurately understand the meaning of the guests, and grasp the key to the problem. Confirm that the nature of the problem can be handled according to this degree. Second, look at the complaint when necessary and make a quick judgment.