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深圳消委会召开酒店服务行业保障消费者知情权通报会

2017-09-08 20:36:51   央广网

央广网深圳9月8日消息(记者李强 通讯员胡蓉 杨秀锋)今天上午,深圳市消委会于召开酒店行业服务保障消费者知情权通报会,并表示深圳消委会要在消费者关心的酒店行业开展消费体察、神秘顾客监督和“品质挑战,好人举手”活动。为让酒店行业“好人”不吃亏,“坏人”无处藏,现正式邀请优秀的酒店向消费者“举手”,“举手”企业承诺遵守高于国家强制性标准要求,接受消费者监督与挑战。

近日,国内一家名为蓝莓评测的第三方评测机构发布了《五星级酒店,你们为什么不换床单》的测评报告,指出北京5家五星级酒店在客人退房后均未更换床单、清洁浴缸等,引发社会强烈反响,深圳消费者对此次事件非常关注。为保障消费者知情权,让消费者放心消费,市文体旅游局、市卫生监督局、市旅游协会、市饭店业协会等部门代表,消费者代表,前海华侨城万豪酒店、福田香格里拉酒店、南山威尼斯睿途酒店等10家酒店代表参会。

深圳市消委会就消费者关心的问题对10家企业进行提问,重点要求企业回答以下两个问题:一是酒店遇到未按工作规范更换床单、清洁浴缸马桶或口杯的情况,是如何处理员工的?二是酒店用什么方法检查床单有没有更换、清洁浴缸马桶或口杯有没有消毒?酒店代表表示对此次事件高度关注,并感谢消委会能提供此次向消费者关心的保洁情况进行通报的机会,同时对前述两个问题做出回应:10家酒店代表均表示严格按照酒店卫生管理制度执行,被单等卧具做到“一客一换”,水杯等洁具做到“一客一消毒”,并有严格的考核奖惩制度,对未按操作规程操作的员工,将采取警告、辞退、开除等处分。部分酒店代表介绍了卫生检查标准,如检查被单中线折痕判断是否更换,检查杯具的水印指纹判断是否清洗,检查马桶气味及水流判断是否清洁,部分酒店还引入神秘顾客暗访制度加强自我管理,以神秘顾客的体验来持续改进酒店服务质量。

深圳市旅游局、卫生局相关负责人表示高度重视北京5家五星级酒店不换床单的报道,企业应该加大力度完善工作程序,从品质、安全、卫生三个角度入手,委托相关行业协会发起酒店行业自律,在增加经济效益的同时,更要取得应有的社会效应。市旅游协会、饭店业协会及酒店业商会就如何加强行业自律进行通报,同时表示他们会积极协助政府监管,推动行业自律,力求开展国际合作,互相检查、互相监督。

深圳市消委会秘书长冯念文表示,今天参会的酒店表示均按照相关规定做好酒店卫生保洁工作,消费者听了心里踏实,让消费者更有知情权。作为消费者组织、消费者代表,市消委会要在消费者关心的酒店行业开展消费体察、神秘顾客监督和“品质挑战,好人举手”活动。为让酒店行业“好人”不吃亏,“坏人”无处藏,现正式邀请优秀的酒店向消费者“举手”,“举手”企业承诺遵守高于国家强制性标准要求,接受消费者监督与挑战。

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