How does the hotel handle guests' complaints about mattresses?

Seven-day hotel complaint handling process

1, accepting guest complaints

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

2, the guest complaint investigation

Record guest complaints involving other departments of the hotel or other restaurants and personnel with unclear facts, understand the reasons and requirements of the guests' prosecution, and tell the guests that they need to investigate and approximate waiting time. Complain whether the guest's name, room number and related contents are 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, and don't quarrel or argue. After the fact investigation is clear and the treatment method is put forward, tell the guests patiently and ask their opinions on the treatment method. According to whether the hotel should bear the responsibility and the size of the responsibility, appropriate discounts or gifts of food and drinks to guests. If the complaint is caused by the guest's misunderstanding or ignorance of the hotel's relevant regulations, it should be explained through diplomatic means to eliminate the misunderstanding and communicate with the guest. After the guest accepts the handling opinion, express a thank-you letter to the guest.

4. Consequences of handling complaints

The daily complaint record of the restaurant in the food and beverage department is 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 dealt with and won't happen again. In the whole process of complaint handling, always be polite and kind, solve problems and make guests satisfied or basically satisfied.