Customer Complaint Management Of Hangzhou Shama Heda Serviced Apartment

In recent years, the country’s economic rapid development has driven the steady development of hotel industry. Our country hotel industry present a theme of diversification, service diversification, operation collectivize, the trend of rational consumption, further differentiation of marketing, competition has intensified between hotels.Nowadays, for hotel consumers, they need more personalized needs. However for hotels, how to put the advanced management method, provide better service to reduce complaints, how to deal with guest’s complaint reasonable, how to improve customer satisfaction degree, how to deal with different demands from different guests, which way is better be satisfied to demands, how to build a hotel brand and so on, all these are inevitable for all hotels, as well as an urgent problem needs to be solved.Customer complaints are inevitable in the process of hotel operation and management, the key to the guest’s complaints should have a correct understanding, and try to reduce the complaints. In view of the complexity of guest complaints reasons, this essay takes Hangzhou Shama Heda Serviced Apartment customer complaints as core analysis, draw lessons from the domestic and foreign related literature, the integrated use of relevant theories and combined with the questionnaire to evaluate Shama Heda guest complaints on the impact of the apartment objectively and reasonably, analysis the attitude of the hotel staff hold to treat customer complaints, finally provide some solutions to reduce customer complaints and measures, Analysis of how the correct use of the hotel industry complaints management mechanism to promote self-construction of general applicability.Essay is discussed into five chapters:Chapter 1:Introduction. The main content is based on views of hotel guest complaint, summary of related research background, significance and domestic & foreign research, and put forward the research contents and methods;Chapter 2:Hotel Industry and Customer complaints of hotel industry. Introduction of hotel industry, describe the status of hotel complaint, and analyze the cause of customer complaint (mainly analyzing from facilities, services, products), significance (mainly from enhance satisfaction, promote the management of the basic level and customer value orientation)to narrative;Chapter 3:The management status and existing problems analysis of Hangzhou Shama Heda Serviced Apartment customer complaints. Brief of Hangzhou Shama Heda Seviced Apartment, describe customer complaint management present situation and existing problems of analysis. Questionnaire survey of Shama Heda staff and guests respectively, then comprehensive utilizes theory to analyze complaints management problems;Chapter 4:Suggestions on the management measures of complaints based on the case of Hangzhou Shama Heda Seviced Apartment. Put forward some solutions and measures to reduce the guest complaints, mainly divided into 3 parts:1) Staff service consciousness training;2) Build complaints processing flow path(main flow path is complaints’ acceptance、analyzing、devise strategy、feed back);3) Improving internal management system of complaints (mainly to set up a specialized departments and personal responsibility system, improving internal assessment system);Chapter 5:Conclusion. Summary of this essay’s research result, conclude and points out the deficiency of this paper.