HOTEL GUEST COMPLAINTS
Listen – Empathize – Apologize – Take action – Follow
up – that’s all and you are on your way to get a return guest.
Guest complaints hamper the reputation and working condition of the hotel. So to improve the standard of
the hotel, the operational staff as well as managers should handle complaints very tactfully.
Handling a complaint is not an easy job so, if you are not experienced with it or don’t have any detailed
knowledge of the problem, it is better to refer to someone may be your senior so the guest feels that the complaint is taken seriously.
But this doesn’t mean that you escape the problem all the time but try to stay with the guest and help him / her
to your best so that the problems may get solved.
GUEST COMPLAINTS IN THE HOTEL INDUSTRY ARE OFTEN
1.Attitudes and behaviour of the staff
7.Cancellations and refunds
BASIC TIPS ON HOW TO HANDLE
A Step by Step process that works most of the time:
·Listen – show concern and empathy.
·Stay calm – Don’t argue
·Show personal interest
·Give undivided attention – Concentrate on problem – Don’t blame – Don’t Insult
·Offer choices – No false promise & don’t exceed authority
·Plan corrective actions – Be specific – Set duration
·Monitor the progress
LET’S SUM UP – FEW STEPS IN
1.Listen with concern and attention to the guest.
2.Isolate the guest if possible so that the other guests are not affected.
3.Stay calm and do not argue with the guest.
4.Be aware of the guest self – esteem and show a personal interest in the problem. Use the guest’s name frequently and take the complaint seriously.
5.Give the guest your undivided attention.
6.Concentrate on the problem and do not blame or insult the guest.
7.Writing down the points saves time, especially if someone else must get involved. Also the guest will slow down to help in writing. Moreover, the fact
that the staff is concerned enough to write down the problem re-assures the guest.
8.Tell the guest what can be done and offer choices. Do not promise the impossible, and do not exceed your authority.
9.Set an approximate time for completion of corrective actions. Be specific but do not underestimate the amount of time it will take to resolve the
10.Monitor the progress of the corrective action.
11.Follow up. Even if the complaint was resolved by someone else, contact the guest to ensure that the problem was resolved satisfactorily. Report the entire
event, actions taken, and the conclusion of the incident.
GUEST COMPLAINTS ARE GIFTS FROM
Unhappy Guests often do not complain but never come back to the hotel and take other 250 approx guests with