宾客投诉处理培训.doc

WOW RECOVERYProblemLevelRecoveryWOWAuthorizeWaiting in queue to check out or to enter restaurantLOW Acknowledge guest sincerely Concierge sees queue and offers an apology for delay Offer tea/coffee in Renzo to guests waiting in line for Botanica meals Empathy is extremely important Always follow up that the situation has been resolved to the guests satisfaction Foresee potential problem and tackle before it arises If dinner wait is more than 20 minutes when a booking has been made then guests should be offered a drink as they arrive The time has to be commensurate with the crime A note/letter/follow up phone call to see how everything went and to ask the guest to contact you personally if there is anything you can assist withGSARestaurant Host/CashierIncorrect F & B orderHaving to wait for a mealNB Botanica associates to know the approximate preparation time of each menu item Apologize sincerely. It is essential that genuine concern is shown Blame is not the issue here Inform Shiftleader/Manager Find out how long the correct meal will take Advise guest and give them the option of having something from the buffet If the guest chooses to wait for a new meal then offer something while they are waiting Guest not charged for the incorrect item and comp. beverage for table at Managers discretion Manager to give personal details and make follow up phone callShiftleaderManagerProblemLevelRecoveryWOWAuthorizeRestaurant space unavailable In House guestLOW Listen, empathize and explain that it is a busy evening Offer alternative dining time Give guest choice of waiting in room to be notified of available table or take mobile number to contact them Offer to arrange IRD Offer reservation for another evening If guest makes booking for another night ensure that all is okay Offer to set up table in Tisane Remark and Comment to be placed in GH upon return GSA to offer to make Melba booing If making alternate booking then follow up phone call from Rest. Res. To confirm bookingRest. ShiftleaderManagerRest. Res.Reservation incorrectRoom not ready (prior to 3pm)Basic maintenance not workingRoom not cleaned properlyMissing room items Verbal apology. Correct reservation Verbal apology. Offer Health Club facilities Verbal apology. Fix problem Verbal apology. Fix problem Verbal apology. Fix problem Upgrade if possible. Follow up and apology card from Shiftleader. Amenity Champagne Give complimentary card to have a drink in Renzo Follow up call and apology card from Engineering Follow up phone call Follow up phone callGSA ShiftleaderGSAMaintenance OfficerH/keeping ManagerShiftleaderAs aboveProblemLevelRecoveryWOWAuthorizeNo SPG recognitionIncorrect charge on accountsUnreliable Internet accessUnhappy with room categoryDelay in check inLOW Verbal apology. Ensure guest details are updated in computer and appropriate benefits given Verbal apology. Fix problem Note on Remark and comment Verbal apology. Offer Business Center facilities Up sell if possible Verbal apology at check in time Follow up and apology card from SPG Manager or GSM Give extra 500 points Follow up call from IT ManagerGSMGSAGSMIT ManagerGSAGSAProblemFailure to resolve LOW problemUnserviced RoomRoom smellsPillow/Mattress uncomfortableNo non smoking room blocked when specifically bookedDisputed phone chargesUnable to access room maintenance issueLevelMEDIUMRecovery Verbal apology. Fix problem/give correct information Verbal apology. Offer guaranteed early service for remainder of stay Make note in Guest History Verbal apology. Room move if possible. Spray, ionize and freshen room if unable to move Verbal apology. Replace if possible. Room move if not possible Verbal apology. Room move if possible. If not then spray, ionize and freshen room Empathize and explain that our prices are competitive. Offer detailed print out of charges Apologize and cut new keysWOW Domaine Chandon and apology card. Follow up call from Dept. Head Chocolate amenity and apology card. Follow up phone call from Department Head or Shiftleader Chocolate amenity and apology card Chocolate amenity and apology card If booked apology card with Chocolate amenity Offer appropriate discounts Escort to room by GSM or Duty Engineer. Apology card and Chocolate amenity if appropriateAuthorizeDept. HeadDepartment HeadShiftleader(Housekeeping)Housekeeping ShiftleaderDepartment HeadShiftleader(Housekeeping)GSMGSMGSM/duty engineerProblemDelay in luggage delivery in excess of 15 minutes from time of registration.Room not ready after 3.00pmAir conditioning problemDelay in food service (IRD)Poor food qualityFood or beverage spillageProblems mentioned by guest at time of check outLevelMEDIUMRecovery Verbal apology. Get luggage to room ASAP. Offer quick pressing/shoe shine service if appropriate. As per before 3.00pm Verbal apology. Engineering to try and fix. If not possible then room move Verbal apology. Deliver food ASAP Phone guest if delay is foreseen Verbal apology. Offer to re-prepare food Offer buffet/dessert from buffet/alternative item Apologize and offer dry cleaning. If not then request guest to send bill to hotel for re-imbursement Offer appropriate item to wear and appropriate room to wait in Empathize and note on running sheet to be passed onto GSMWOW Follow up phone call from Concierge Complimentary breakfast if not included. 1500 Star points if breakfast already included Chocolate amenity with apology card from Engineering. Follow up call If staying on and not irate then send amenity. If checking out then 50 % discount. If irate then comp. Personalized visit from Executive Chef/Shiftleader. Follow up call from Executive Chef Comp. Buffet lunch for 2 Follow up and phone call from Shiftleader Follow up on problem and follow up phone call to guest AuthorizeConciergeGSMMaintenance OfficerIRD in chargeExecutive ChefRest. ManagerOutelt /IRD ShiftleaderOutlet ShiftleaderGSMProblemLevelRecoveryWOWAuthorizeGuest checked into occupied room with other guest presentGuest checked into occupied room. Other guest not presentLuggage lost temporarily by hotelClothing or personal items lost by hotel and acknowledged by hotel as lost. Value below $200Above $200Items brokenNo hot water temporarilyReservation incorrectHIGH Verbal apology. Give another room ASAP. Contact GSM immediately Verbal apology. Give new room ASAP Verbal apology. Offer toiletry pack and complimentary pressing Verbal apology. Replace items on further investigation Verbal apology. Replace items on further investigation. Security Statement for Insurance purposes Verbal apology. Item replaced Verbal apology. Engineering to fix problem. If not possible then room move Apologize and inform of further investigation and follow up Complimentary night for both parties with follow up phone call from Director of Rooms Follow up phone call from GSM and Domaine Chandon Offer appropriate meal or gift voucher If remains unresolved then follow up call from Director of Finance Apology card with amenity Immediately offer meal. After investigation give 10000 Star Points Follow up phone call from DH If guest inconvenienced then comp. Room approp. discount or gift voucher to return MRM/Res. Manager to follow up and investigate further and WOW at their discretionFront Office ManagerMODGSMMODGSMMODDepartment HeadMODDepartment HeadMODSecurity GMDirector of FinanceMODDepartment HeadFOM MODMRM/Res. ManagerMODProblemLevelRecoveryWOWAuthorizeNoise complaint or general noiseStuck in liftMissed wake up callForeign item in foodUnsavory items in roomNegative/Indifferent/Rude associateHIGH Verbal apology. Offer room move Call Engineering and maintain constant contact with guest Verbal apology. Offer immediate assistance to recover lost time. Pay for transport costs. Get contact phone number. Later investigate if call was placed. Apologize sincerely. Replace meal free of charge. Hsk. Manager or Shiftleader to investigate in person. Assess situation Verbal apology. Investigation to follow Complimentary breakfast. Offer appropriate discount eg. 50% or comp night Manager or GSM to meet as guests exit lift and offer further assistance. Appropriate amenity to follow After investigation, regardless of outcome, follow up phone call from Department Head. Offer further compensation if required Dinner voucher for 2. Get contact details to mail voucher. Comp. Night or voucher f