酒店经营与其他消费场不同,在进行房屋短暂性居住买卖的同时,还要通过服务管理提升宾客的居住品质,那么在消费中就要涵盖服务的价值。宾客往往会对酒店的服务进行价值比较,很容易出现投诉现象。在酒店处理投诉问题中,要明确投诉的原则,站在宾客的角度,用真诚和理解进行沟通,并要维护酒店的形象。严格按照酒店处理投诉的程序实施,提高现代化酒店的服务品质。 Hotel management and other consumer markets are different, in the temporary sale of housing for sale at the same time, but also through the service management to enhance the living quality of guests, then the consumption will cover the value of services. Guests tend to compare the value of hotel services, it is easy to complain about the phenomenon. In the hotel deal with complaints, we must clear the principle of complaints, from the perspective of guests, communicate with sincerity and understanding, and to maintain the hotel’s image. In strict accordance with the procedures for the hotel to deal with complaints to improve the service quality of modern hotels.