酒店宾客投诉的原因及解决方法  

Reasons and Solutions for Hotel Guest Complaints

作　　者：周振毅 

机构地区：[1]河北华联商厦有限责任公司,石家庄050000

出　　处：《价值工程》2014年第26期164-165,共2页Value Engineering

摘　　要：文章对宾客投诉的原因和心理进行了研究,探讨了处理宾客投诉的原则及方法,并提出了预防和减少投诉的方法,以处理好客人的投诉,建立充分的预警机制。The paper investigated the reasons and psychology for the guest complaints, discussed the principles and methods of handling guest complaints, and proposed ways to prevent and reduce complaints, in order to handle guest complaints well and establish adequate early warning mechanisms.

关 键 词：宾客 投诉 原因 方法 

分 类 号：F719[经济管理—产业经济]