WYNDHAM FOSHAN SHUNDE STANDARD OPERATION PROCEDURE 顺德顺联温德姆酒店标准操作程序 DEPARTMENT 部门 Front Office 前厅部 JOB TITLE 职位 Duty Manager 值班经理 TASK NO 任务序号 DM - 01 TASK 任务名称 Handling plaints 处理客人投诉 EQUIPMENT REQUIRED: Note Pad / DM Logbook / Opera PMS 所需设备: 记事本/ 值班经理日志/ Opera 系统 WHAT TO DO 做什么 HOW TO DO IT 怎么做 WHY 为什么 Receive plaint. 接到投诉。 Listen attentively and understand the problem. 认真倾听并表示理解。 Stop whatever you are doing and attend to the guest immediately. Always ensure that eye contact is maintained and do not divert attention. Recognized guest by name and giving attentive, sincere, courteous posed manner. Apologize and be empathetic to the guest. Use a soft and warm tone of voice and do not raise your voice under any circumstances. 停止手上所有工作,立即关照客人。始终确保与客人保持目光接触,不要转移视线。通过客人姓名认知客人,关注的、真诚的、礼貌的及镇静的与客人交流。道歉并表示同情。使用温柔及热情的声调与客人交谈,任何情况下都不要抬高声调。 At times, the words and phrases used by both parties might cause confusion and result in a munication. Always listen carefully to the guest and ensure that you have understood why he/she is displeased, or with what aspect of services he is unhappy with. 有些情况下,双方交谈时所使用的言词或用语会引起疑虑或误解。始终如一地仔细倾听客人,确保你已经理解客人为何不高兴,或对我们的哪些服务不满意。 This shows that the hotel and its staff are concerned with the welfare of the guest. 这表明酒店和酒店的员工关心我们的客人。 Calm down the guest, avoid guest to shut in the public area and face to the staff who plained
