In service industry like hotel, complaints go side by side. Whenever you would try to sell any product or service, you will find some people who may not become satisfied. In hotel arena, people get angry or not fill happy for various reasons. Some common reasons are like not getting proper service by staffs, bad quality of food in restaurants etc. The basic golden rule is don't be panic or offensive while guests complaint to you. Try to professionally deal all sorts of complaints. This is a great chance to show your professionalism.
Thing you should consider:
Why do you feel guest complaints are bad for your property. Try to think in different ways. Don’t you feel it is helpful for you to find out weaknesses of your property and a chance to resolve that? A valid, logical complaint is the feedback from your guest by handling which you can improve your hotel or restaurant on the other hand ignoring such complaint will result serious loss in future. So, try to think this way. This is the right approach to handle guest complaint.
Proper ways of handling guest complaint:
- Take your time. Listen with full attention what guest wants to say.
- After guest express his complaint repeat that in your voice to make him understand that you listen to him properly.
- Start replying in a tricky way like “I understand your problem, sir” or “Thanks a lot for bringing up the matter” to us”. This will give impression to guest that you are not against the guest but rather supporting him. This would make him calm.
- If you are the person to solve the matter then take proper action to solve the problem. If you are not authorized for handling such complaints then inform the right person who can solve the problem.
- If you can solve the problem and you may take time from guest to solve the problem and in this situation don’t forget to follow up the problem to check whether it is solved or not.
- If the problem is very serious then consult with top personnel immediately.
- If you are front desk agent then you should write the complaint in complaint form.
DEAR READERS, DO YOU WANT TO DOWNLOAD OR COPY ALL EXCLUSIVE HOTEL MANAGEMENT TRAINING TUTORIALS, SOP, CHECKLISTS, TEMPLATES AND MANY MORE RESOURCES? CLICK HERE TO KNOW HOW YOU CAN GRAB THOSE. THE OFFER WILL BE OPENED FROM 15th AUGUST TO 31st SEPTEMBER. PLEASE DON'T FORGET TO FILL UP THIS FORM IF YOU ARE INTERESTED.
Incoming search terms for this article:
- guest handling
- handling guest
- guest complaints
- different ways on handling complaints
- How to handle guest complaint
- Guest Complaint
- how to handle guest complaints in hotel
- handling guest complaint
- handling guest complaints
- handling guests complaints
- hospitality-school com
- www hospitality-school com
- proper ways of handling guest complaint
- step by step handling the guest complaint
- how hotel front desk representative to handle guest complaints
{ 25 comments… read them below or add one }
thank you very much for providing us such a complete hotel knowledge. i will make the best use of it
What would I have to do to download to print all of these articles of free tutorials on the same day? Also, what will your e-book be about and how do I obtain it? Thanks
After finally launching my Member club you can join there. There will be 30 top quality tutorials or sop along with 5 tutorials from this existing FREE blog. Only members who would pay for YEARLY subscription (US $ 240) will enjoy privilege to select 5 FREE Tutorials from this blog, each month..
Dear Admin
i am looking forward having your e-books ASAP
Thanks
I find this articles so useful! i will be a continues reader for sure/thanks a lot
Don’t Forget to subscribe here and invite your frrends to visit this blog..
I would like to receive the e-book soon. kindly organise for it immediately.
keep going all the best.
r.r.v
This is so wonderful,a superb job.keep it up!
Thanks Peter
i like this software a lot
Hi
Nice job
do u visit newly opening hotels and give your ideas to the employees?
thank you for your effort
please carry on,
regards
Anoop
No dear. I don’t have that much of caliber…
hi
this blog was quite helpful for me thanks for the help….
hope we find lot more things here….
I will try my level best
Keep up the good job. All my new clerks have the duty to subscribe to your site.
Regards
Manuel Calamani
Front desk manager
Carlo Magno Hotel SPA resort
Thanks Mr. Manuel Calamani. Please use all your network to make my blog more popular among hoteliers and hotel management students…
Hi,
I just found your site, really great, keep up the great job. Thank you so much
this blog is really awsome………….i thank admin for tryin to setup this blog n helping students lyk me n otherz
Thanks. Invite all your friends to join in our network. Now we have 1000+ fans…
Hi The Site was extremely helpful for me..You are doing a great work. Infact I just subscribed this..but it is very very much useful..for the people who would like to improve their knowledge..eagerly waiting to go through the coming books.
All the Very best
Dear George,
Thanks for your Valuable Comment. All i would say, keep in touch, help me to promote my blog. I will keep helping you more and more…
Admin´s last blog ..Thai & Chinese Chef for 5 Star Resort in Maldives (Hotel Job)
Hi i m eagerly waiting for ur job solution book.i think it will b d best one n d unique one.plz publish it as early as possible.
Thanks Atoshi for your interest. I will be very busy up to 9th April. Then i will start writing on that topic. Hope it will be published on May…
Ive’d been surfing the internet every time just to give all my Team members a weekly training programs, and now I can make a research in just only one website which is your hospitality-school.com Thank you sooooooo much
Dear Ronald,
I will only say “I am honored”. Thanks a lot for your comments. This is the reward i want for my hardwork. I guess if you love to read my tutorials then you and your colleagues will also love to have my ebooks. I am working hard to publish my first training manual on “Handling Guest Complaint” and for that i need your support. Keep in touch and keep commenting.
Tanji
{ 1 trackback }