Hotel emergency measures for handling customer complaints

Hotel emergency measures for handling customer complaints

1. Purpose: In order to better meet customer needs, provide high-quality services, and make every customer a repeat customer.

2. Content: Based on the guest complaints that are likely to occur from various aspects of the Housekeeping Department, the following emergency measures are listed:

1. Guest complaints due to room facilities and equipment: The waiter will arrive at the scene as soon as possible after receiving the guest's complaint. If the complaint cannot be handled, the supervisor will handle it. The supervisor will arrive at the scene within five minutes, apologize to the guest first, and then notify the front desk to help the guest. Adjust rooms, and finally provide value-added services to guests within their own scope of authority; if the guests are still dissatisfied, the department manager must arrive at the scene within 10 minutes and provide value-added services to the guests until the guests are satisfied.

2. Guest complaints due to room hygiene: The waiter will inform the supervisor as soon as possible after receiving the guest complaint and rush to the scene as soon as possible. (1) If it is because the room has not been cleaned, first apologize to the guest, Then clean the room for the guest as quickly as possible, and ask the superior to provide appreciation services for the guest; (2) If mosquitoes appear in the room, the supervisor must arrive at the scene within five minutes. First, the supervisor will apologize to the guest, and then notify the front desk to arrange arrangements for the guest. room, and finally provide value-added services to guests within their own scope of authority.