洲际集团的投诉管理研究——以银城皇冠假日酒店为例

论文总字数：21102字

摘 要

伴随着我国酒店业的迅速发展，服务的质量和管理水平不如人意的问题日趋严重。近年来，有关酒店服务质量的投诉呈明显的上升趋势，迫切需要酒店从业人员认识到服务补救的重要性和战略价值。目前,我国的酒店业发展迅速，不少本土酒店在硬件设施上都与国际知名品牌的酒店相媲美，但是在品牌知名度，服务水准这些方面却难以和国际知名品牌的酒店相比较。同时，品牌知名度、服务水准对于酒店来说却是十分重要的，它们往往是难以复制的，它们无疑是酒店的核心竞争力。随着人们生活水平的提高，人们对于服务的要求也就越来越高。酒店是集聚各个行业人士的地方，不同顾客人群就会有不同的需求，如果酒店不能够满足各个群体的需求，就会导致顾客不满进而产生投诉。投诉不仅仅是表现出当下顾客对酒店产品的不满意，更体现出酒店在管理上存在的问题，是对酒店最基层的服务的评价标准。

可以给顾客提供一种完美无缺的产品和服务对于酒店而言是它的理想状态。但是,因为顾客个体的差别和酒店产品生产与消费的同步性,使得服务失误难以避免。纵然是最优秀的酒店在服务工作中也不免会产生失误,引起顾客投诉。产生失误之后,酒店应当紧紧把握住第二次机会来重新获得顾客的满意。这就要求酒店采取投诉处理办法来改善顾客对酒店的态度,以便保持顾客的忠诚度。为了解决南京银城皇冠假日酒店在顾客投诉管理中出现的问题，本文结合投诉和投诉管理的理论和方法，对南京银城皇冠假日酒店的顾客投诉管理的现状和问题进行了研究，分析了酒店顾客投诉管理问题的成因，并尝试提出解决酒店投诉的办法。本文希望通过研究能够促使酒店将投诉转化为资源，把握预警，加强现有管理。最终达到提高酒店竞争力，实现良好业绩的目标。

关键词：酒店管理；顾客投诉；投诉管理

Study on the IHG complaint management -- The silver city Crowne Plaza Hotel as an example

Abstract

With the rapid development of China"s hotel industry, service quality and management level of the increasingly serious problem of unsatisfactory. In recent years, the quality of hotel service complaints increased obviously, urgent need for hotel employees to realize the importance of service recovery and strategic value. At present, China"s hotel industry is developing rapidly, many local hotel in the hardware facilities are with the international well-known brand hotel comparable, but in brand awareness, the service level is difficult to and international brand hotel compared. At the same time, brand awareness, service level for the hotel is very important, they are often difficult to replicate, which is undoubtedly the core competitiveness of the hotel. With the improvement of living standards, people demand for services is more and more high. The hotel is all the industry agglomeration areas, different customer groups will have different needs, if the hotel can not meet the demand of various groups, will lead to customer dissatisfaction and complaints. The complaint is not only showing the moment customers of the hotel product is not satisfactory, but also reflect the problems existing in the management of the hotel, the hotel is the most basic service evaluation criteria.

For the hotel, to provide customers with perfect products and services is an ideal state. However, due to the differences of individual customers and the characteristics of the production and consumption of the hotel product, the service failure is inevitable. Even the best hotels in the service work will inevitably occur errors, resulting in customer complaints. After service failure, the hotel should firmly grasp the second chance to win customer satisfaction. This requires the hotel to take a complaint handling method, improve the attitude of the hotel to the hotel, in order to maintain the customer"s trust and loyalty. In order to solve the problems in customer complaint management in Nanjing Silver City Crowne Plaza Hotel, this paper complaints and complaint management theory and methods, of Crowne Plaza Nanjing silver city of customer complaint management status and problems were studied, and analysis of the causes of hotel customer complaints management problems, and try to put forward a solution to the complaints of the hotel. This article hope that through the study can promote the hotel will be converted into resources, grasp the warning, strengthen the existing management. Finally achieve the goal of improving the competitiveness of the hotel to achieve good results.

Keywords: Hotel Management; Customer Complaint; Complaint Management

目 录

第一章 绪 论 1

1.1 选题背景与意义 1

1.2 研究目的与内容 1

1.2.1 研究目的 1

1.2.2 研究内容 2

1.3 研究方法与思路 2

1.3.1 研究方法 2

1.3.2 研究思路 2

第二章 文献综述 3

第三章 顾客投诉概述 5

3.1 顾客投诉的定义 5

3.2 顾客投诉的原因 5

3.2.1 有形的设施 5

3.2.2 无形的服务 5

3.2.3 管理不善 5

3.2.4 客人对相应的酒店政策不了解或误解 5

3.3 顾客投诉的重要形式 6

3.4 顾客投诉行为对酒店的影响 6

3.4.1 正面影响 6

3.4.2 负面影响 6

3.5 顾客投诉行为管理的原则 7

3.5.1 预防性原则 7

3.5.2 鼓励性原则 8

3.5.3 便利性原则 8

3.5.4 公平性原则 8

3.5.5 全员性原则 9

第四章 银城皇冠假日酒店投诉管理现状及问题 9

4.1 银城皇冠假日酒店现状简介 9

4.1.1 银城皇冠假日酒店简介 9

4.1.2 银城皇冠假日酒店的投诉管理现状 9

4.1.3 银城皇冠假日酒店的服务质量 10

4.2 投诉类型及处理方式 11

4.2.1 对酒店人员服务质量的投诉及处理 11

4.2.2 由菜肴引起的投诉及处理 12

4.2.3 用餐设施及环境的不健全引起的投诉及处理 12

4.2.4 来自于客人自身原因引起的投诉及处理 13

4.2.5 其他原因投诉及处理 13

第五章 解决顾客投诉的技巧 14

5.1 提高酒店人员服务质量 14

5.2 提高菜肴品质 14

5.3 完善用餐环境与设施 14

5.4 提高处理突发事件的能力 14

5.5 注意客人投诉处理方式 14

5.5.1 仔细倾听客人的意见 14

5.5.2 认同客人的感受 15

5.5.3 立即响应客人的问题 15

5.5.4 不断的向客人反馈信息 15

5.5.5 超越客人的期望 15

第六章 结 论 16

致 谢 17

参考文献（References） 18

剩余内容已隐藏，请支付后下载全文，论文总字数：21102字