I摘 要高星级酒店的目标与任务就是让每一位来酒店的客户得到最满意的服务，但由于高星级酒店自身的性质和复杂情况，客户对服务的需求的多样性多层次性，不管是级别再高的酒店，档次再好，配套设施再完善，有时也会使客户出现不满意的现状或是服务人员的失误等，都会造成投诉。所以，客户投诉对酒店来说是不可能避免的。当消费者出现不满意的时候，客户就会投诉酒店，那么对酒店的投诉会大大的影响酒店的发展，给酒店带来负面的影响。所以，尤其是高星级酒店就需要正确的面对客户的投诉，将消极的现状发展成为积极的影响，在投诉发生的第一时间对其进行解决，并且在处理投诉的时候要掌握技巧，将投诉进行完美的处理，以免再次出现投诉的现状。所以，文章以高星级酒店客户投诉处理为研究，分析了酒店客户投诉的原因，然后以晋江荣誉国际酒店为实际案例，利用调查问卷法随机进行对晋江荣誉国际酒店的客户进行问卷调查研究，进而总结出客户投诉的主要原因，其中包括硬件因素、软件因素、其他因素，然后根据出现的原因提出解决的建议对策。以减少客户对晋江荣誉国际酒店投诉，加大客户的满意度，为酒店的可持续发展提供保障。关键词：高星级酒店；客户投诉；硬件因素；软件因素；其他因素IIAbstractThe goal and task of high star hotel is to make every customer get the most satisfactory service. However, due to the nature and complexity of high star hotel itself, the diversity and multi-level of customer's demand for service, no matter how high-level the hotel is, how good the grade is, how perfect the facilities are, sometimes it will make customers dissatisfied with the status quo or the fault of service personnel Wait, it will cause complaints. Therefore, it is impossible for hotels to avoid customer complaints. When the consumers are dissatisfied, the customers will complain about the hotel, so the complaints about the hotel will greatly affect the development of the hotel, and bring a negative impact on the hotel. Therefore, especially for high star hotels, it is necessary to face customers' complaints correctly, develop t...
