Apply for more than 80 rooms of Express Hotel Manager! ! It hasn't officially opened yet, and it belongs to reclamation! ! Want to know what to do at work, be specific! ! ! !

1. All complaints, whether true or false, show understanding, acceptance and comfort.

Second, pay attention to listen to and record the specific content of the guests' evaluation of the hotel (including time, place, process and personnel involved). If the guest is emotional, the complainant should be separated from other guests and invited to a suitable place to talk as much as possible.

Third, when listening to the guest's opinions, don't be hostile or argue with the guest, so that the guest feels that the hotel sympathizes with and understands him and is listening carefully to his complaints;

Four, to keep a cool head, before and after the cause of the incident is not found out, don't casually take responsibility on behalf of the hotel, don't easily make promises beyond the scope of power to the guests.

5. State the facts, clearly point out the complainant's problems, properly answer the guest's complaints, and if possible, provide the guests with the opportunity to choose.

6. Inform the relevant departments of the guest's complaints in time, and deal with them in conjunction with relevant departments, so that the problem can be properly solved in time and give the guest a definite answer as soon as possible.

Seven, after accepting the complaint, take remedial measures on behalf of the hotel, such as giving flowers, fruit baskets, letters of apology or room rates, catering discounts, etc. Make a polite apology to the complainant, so that the guests can feel the sincerity of the hotel and be dissatisfied with it.

Eight, for some unreasonable guests, be neither humble nor supercilious, adhere to the principle, but be polite in attitude, language and behavior, and take effective measures according to the situation.

9. Inform the relevant departments of the guest's opinions, and enter the guest's historical files, so that you can provide targeted services when you check in next time and avoid complaining again.

Ten, the guest complaints and handling after detailed records in the lobby assistant manager log, reflect to the superior supervisor, and supervise the implementation of remedial measures.