酒店《处理客人投诉》培训活动纲要

1、A HOTELXXX大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:Han dli ng Compla ints任务:处理客人投诉Code 序号:RM-RES-D210Objectives At the end of these sessi on Reservati ons Salesassociates will have the ability to han dle difficult guests and guest complaints effectively and efficiently.在课程结束的时候预订部销售文员将能以专业的方式高效 目的：,:地

2、解决客人的投诉。Sta ndard1. All teleph one compla in ts will be han dled in a calm, professi onal manner and resolved as quickly andefficie ntly as possible by the Reservati on Sales associate.2. Reservati on Sales Agent will have accurate compla int detailsrecorded with the matter han ded over immediately

3、to the superior or the Duty Assista nt Man ager.3. Reservati on Sales associates will be aware of and sen sitiveto customers who have experie need difficultiesor madecompla ints on previous stays, and will avoid the recurre nee.标准：1. 预订部销售文员将以一种镇静、专业的方式尽可能快和有效地处理所有 投诉2. 或者记录下准确的细节和经过立即 转交给大堂副理。3.预订部

4、销售文员将会十分小心谨慎地对待 在以前的住店过程中挑剔或有过投诉的客人，并将防止相同问题再次发生。Resources: Flip Chart, Handout, Computer with Oprea terminal培训器材 :白板，白板纸，培训资料，带有Oprea终端的电脑MethodTrai ning StepsTime培训方式培训步骤时间In troductio nShow “ (Objectives)5 Mi nu tes介绍显示课程目的LecturePrologue: As a Reservati ons Sales教学式Agent, whe n we meet the guest

5、compla in how should we han dle itPrepared on开场白： 作为一名预订部销售文员当Flip Chart我们遇到客人投诉时应怎样处理呢So the objectives of this sessi onis: ? (Refer to Objectives of thisTAO)今天这堂课的目的是：(参考标准与程序)The main content of this courseshould be:Method培训方式Training Steps 培训步骤Time时间Contents 内容Questions 提问Lecture &Explanation 教学

6、式与讲解Dem on strati on 展示这节课的主要内容是：The procedure of han dli ngcomplai nt处理投诉的程序Who once met the compla in from theguest in previous work ing experie nee and how you resolve it在以前的工作经验中 谁遇到过投诉，你是怎样处理着件事 的Show steps on prepared flipchart. Expla in reas on for each step. Ask train ees to comme nta nd que

7、sti on on each step.将所有程序的主要内容事先写在准备好的白板纸上，逐步作以讲解，在讲解2 Mi nu tes15 Min utes3 Mi nu tesMethod培训方式Training Steps 培训步骤Time时间Practice -Role Play 练习角色扮演Critique评估Summary 总结过程中要不时请学员发表建议并提问。Ask participa nt to be a guest. Show each step. After dem on strati on. Refer back to flipchart and review / discuss

8、 each step.请参与者为客人， 给其讲解步骤， 作展 示之后，回忆白板纸上的内容，并讨论 每 一个步骤。Each trainee practices first as guest, the n as Reservati on Sales Age nt.每一个学员先作客人，后作预订部销售文员.Case Example 案例：A guest complaint his reservation can t be found, and he said he really make the reservati on.10 Min utes5 Mi nu tesMethod培训方式Training

9、 Steps 培训步骤Time时间一位客人投诉他的预订找不到了，而他确实作了预订Accord ing the procedure.按照程序。Review Key Poi nts:回忆要点：1. Ask questi ons and haveparticipa nt expla in the sta ndard andits importa nee.提冋并请参与者解释标准及其重要性2. Summarize critique pointsapplicable to en tire group总结评估过程中对整组有用的要点3. Rein force and discuss the point:加强并Total 40Mi nutesMethod培训方式Training Steps 培训