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1、沈阳中山皇冠假日酒店投诉处理的有效策略I摘 要近几年来，随着我国市场经济的发展，我国的酒店业也正处在蓬勃发展的时期，酒店数量不断增长，规模不断扩大，类型也越来越多元化，行业竞争愈演愈烈。一些优秀的酒店实践经验表明，酒店要想成功经营必须要掌握“培养酒店客人忠诚度”的秘诀。在酒店实施培养顾客忠诚度的过程中，如何处理客人的投诉问题始终是一个关键，酒店如果能够将客人的投诉处理好，就能弥补酒店的不足，不断进步，使客人满意，维护客人的忠诚度，提高酒店的实力，促进酒店的长远发展。沈阳中山皇冠假日酒店是一家老字号星级酒店，见证了沈阳近十年来的酒店业发展状况。近年来各个酒店竞争越来越激烈，但中山皇冠假日酒店在顾
2、客投诉处理机制中的不足与缺陷却制约了其进一步发展。本文首先介绍了中山皇冠假日酒店的基本概况，通过对酒店顾客投诉处理机制的调查，指出其存在的问题，并对其存在问题的原因进行了分析。最后针对酒店运营的特点，结合酒店的实际情况，提出了改善中山皇冠假日酒店顾客投诉处理机制的相应对策。关键词：酒店；投诉处理机制；相应对策沈阳中山皇冠假日酒店投诉处理的有效策略IIAbstractIn recent years, along with the development of market economy in our country, our countrys hotel industry is booming
3、 at the moment, the hotel number increasing, the scale expands unceasingly, type also more and more diversified, the intensified competition in the industry. Some excellent practical experience shows that hotel is the secret of success “training hotel guest loyalty“. In hotel to cultivate customer l
4、oyalty in the process of implementation, how to handle guest complaints is always a key to the hotel if able to handle guest complaints, can make up for the shortage of the hotel, constant progress, make the guest satisfaction and maintain customer loyalty, increase the strength of the hotel, to pro
5、mote the long-term development of the hotel. Shenyang hotel crowne plaza zhongshan is a long-established, witnessed the shenyang in nearly a decade of development in hotel industry. In recent years, the hotel is more and more fierce competition, but the crowne plaza zhongshan deficiencies and defect
6、s in the customer complaint handling mechanism are restricting its further development. This paper first introduces the basic situation of the crowne plaza zhongshan, through the survey of hotel customer complaints handling mechanism, points out its existing problems, and the existence question reas
7、on is analyzed. Finally according to the characteristics of the hotel operation, combined with the actual situation of the hotel, crowne plaza zhongshan introduced to improve the customer complaints handling mechanism of the corresponding countermeasures. Key words: Hotel; Complaint handling mechani
8、sm; Corresponding countermeasur沈阳中山皇冠假日酒店投诉处理的有效策略III目 录摘 要.IAbstract.II绪 论.11 沈阳中山皇冠假日酒店简介.11.1 沈阳中山皇冠假日酒店简介.21.2 酒店人员构成图.32 投诉的内涵以及投诉处理的重要性.42.1 投诉的定义.52.2 客人进行投诉的目的.62.3 正确处理投诉的作用.73 沈阳中山皇冠假日酒店投诉处理的现状.83.1 酒店对客人投诉的处理步骤.83.2 沈阳中山皇冠假日酒店宾客投诉的现状.93.2.1 ISO10002 国际投诉管理通用标准.93.2.2 重复性投诉不断发生.94 沈阳中山皇冠假日酒店投诉处理存在的问题及原因分析.104.1 投诉处理不及时.104.2 投诉处理过程过于程序化.114.3 一线员工缺乏投诉处理技能.114.4 客人投诉未能完全反应到酒店管理层.124.5 酒店管理层对于客人投诉缺乏自身责任意识.125 沈阳中山皇冠假日酒店解决投诉处理问题的对策.135.1 重视投诉处理.145.2 建立灵活健全的投诉处理制度.145.2.1 完善处理机制.145.2.2 鼓励一线员工个性化处理.145.3 增强一线员工投诉处理意识.15沈阳中山皇冠假日酒店投诉处理的有效策略IV5.3.
