How does the hotel handle guests' complaints about mattresses?

Seven-day hotel complaint handling process

1, accepting guest complaints

When accepting complaints from guests, be sincere, patient and calm. Listen carefully to the guest's complaints, show sympathy from the guest's point of view, let the guest feel concerned about him, try to shorten the emotional distance with the guest, and let the guest trust you. When accepting a complaint, you should first calm yourself down and try to calm the guests down.

2, the guest complaint investigation

Record the complaints of guests involving other departments of the hotel or other restaurants and personnel with unclear facts, understand the reasons and requirements of the guests' prosecution, and inform the guests of the need for investigation and the approximate waiting time. Complaining about the guest's name, room number and related contents is accurate and specific. The investigation is careful and meticulous. Don't prevaricate or prevaricate the guests.

3. Handle guest complaints

All complaints are not handled in public places with many guests. Be friendly when you are alone, don't quarrel, don't argue. After the facts are investigated clearly and the treatment methods are put forward, tell the guests patiently and ask for their opinions on the treatment methods. According to whether the hotel should bear the responsibility and the size of the responsibility, give guests discounts or gifts of food and drinks. If the complaint is caused by the guest's misunderstanding or ignorance of the relevant regulations of the hotel, it should be explained euphemistically, and the misunderstanding should be eliminated and communicated with the guest. After the guest accepts the handling opinion, express a thank-you letter to the guest.

4. Handling the aftermath of complaints

The daily complaint record of the restaurant in the food and beverage department shall be submitted to the department manager or secretary for summary. Important complaints, timely report to the superior. Regularly sort out and analyze complaints, and put forward improvement measures in time to improve service quality.

Similar complaints have been handled and will not happen again. In the whole process of complaint handling, always be polite and kind, solve problems and make guests satisfied or basically satisfied.