Flashcards
CH.4b
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- 1*Complaints >avoid ignoring complaints, overlook them or discount them >quickly resolve problem and the guest will feel that the hotel cares about his/her needs -Identify Complaints >directly from the guest >employees – if something happened in an other department GR should be informed to try and solve the problem >Surveys and guest satisfaction cards >Social media -Complaints categories >Mechanical complaints: facilities, engineering >Attitudinal complaints: attitude, HR, Training >Service-related complaints: e.g. room service food arrives after 1h and cold >Unusual complaints: e.g. beach is too sandy (??)*Follow up procedures
-During stay:
>Log book - book where every manager keeps a record of anything that has happened in the hotel (from complaints so accidents,..)
-Contact guest after departure
-Guest complaint statistics
> identify repetitive complaints (e.g. have to change the AirCo cos we have revived too many repetitive complaints about it)
*Corrective Actions:
>Coordinate with departments involved
>Cost of solution
>Operating/Capital budget
*Measurement of Guest Satisfaction
Net Promoter Score
= Promoters% - Detractors%
>Promoters: 9-10
>Passive: 7-8
>Detractors: 0-6
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- Description
- ROOMS ( BBA4 ) (CH.4 GUEST RELATIONS MANAGEMENT) Flashcards on CH.4b, created by Jose Velasco Nieto on 19/02/2019.
- Created by
- Jose Velasco Nieto
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