To resolve guest complaints and disputes in an efficient and professional manner.. 用一种有效、专业的方式解决客人投诉和争执。 To ensure highest level of guest satisfaction and hotel interest. 最大限度的确保客人的满意度及酒店利益。 To report to the management so as to review the complaints to rectify any problem and prevent loss of future business opportunities. 向管理层报告投诉的处理情况，防止酒店商业机会的流失。 Policy Statement 政策阐述 It is the policy of the hotel that all guest complaints and disputes are solved amicably in the highest level of guest satisfactions and hotel interest. 此项政策旨在最大限度保证客人满意度和酒店利益,并友善地对客人投诉进行处理。 Procedures 程序 1.Greet and acknowledge the guest appropriately. 适度的问候和答谢客人。 2.Invite the guest to the Guest Services’ Desk or Offer the guest to the lounge for a discussion – this is to move the guest away from the Front Desk to avoid making a scene. 邀请客人到客户服务台或为客人提供谈话的休息室——-其目的在于将客人带离前台以避免出现不良场景。 3. Listen to the guest complaints carefully, maintain eye contact, do not make funny faces or giggle no matter what the complaint, take down any details if necessary. 仔细聆听客人投诉，维持眼神交流，无论投诉内容如何，不得流露滑稽或好笑的表情。如有必要记录下任何细节。
