酒店：解决客人问题，回到正轨.pdf

April 2014 2014年4月 Problem Resolution 解决问题 Getting Back on Track 回到正轨 Intro 介绍 Objectives 目标  Understand the importance of Problem Resolution 理解解决问 题的重要性  Define and understand the steps required for a successful Problem Resolution Process in your hotel 明确并理解在你们酒店成功解决问题的流程所需的步骤  Culture 文化  Service Recovery 服务补救  Problem Identification 问题识别  Problem Reduction 减少问题  Understand the resources available to you for Problem Resolution 了解你可用于解决问题的资源。 3 解决问题的重要性 4 Current State 目前的状态  Today, a large number of our guests are experiencing problems at our hotels and not having them effectively resolved 今天，我 们酒店中大量的客人正遇到许多问题，这些问题还没有得以有效的解 决。 The facts: 实情 Out of every 100 guests: 每100位客人 中： • 25 have a problem 25人碰到问题 • 13 don’t tell us about the problem and leave unsatisfied 13人没有告诉我们问题所在并不 满意的离开 • Of the 12 that do tell us, 8 say we didn’t handle their problem