How to properly handle complaints from guests in preparation for the holiday?
Complaints are common during the day-to-day operations of a hotel. Especially during the holidays, this year’s Dragon Boat Festival is coming, and the tourism industry will surely usher in a peak passenger flow period. Then the ensuing customer complaints are even more numerous. Therefore, how to deal with guest complaints is one of the biggest problems of the hotel.
01
Frequently asked questions about hotels
Loss of passenger valuables - in the room, in the restaurant or PA, in the hotel safe;
Loss of passenger luggage - lost at the hotel, lost in assisting with luggage, lost without storage, broken luggage or items;
·The passenger takes away or destroys the equipment or supplies in the room without permission;
Poor hotel facilities or management resulting in injury or harm to guests: slippery floors, hit by elevator doors or automatic doors; no obvious signage; broken cutlery and cuts; unstable furniture; washed or burnt clothes; machinery noise; car accident; poisoning;
· Deliberately eat for nothing;
·The spending amount exceeds the hotel’s regulations, and the payment is repeatedly urged;
· Deliberately evading the account;
· Requires payment by private check;
· Disobedience to public order: drunkenness, rowdy, fighting, gambling, pornography;
· There is a reservation but the room cannot be arranged;
Living in the same room with a non - legal spouse and being noticed by the legal spouse;
· Unreasonable request for accommodation;
·The hotel staff did not serve well and offended the guests;
·The passenger’s entrusted matters cannot be completed, and the time is delayed;
How to deal with the above customer complaints?
02
Basic principles for handling complaints
· Never argue with customers;
· Do not harm the interests of the hotel;
· Let the “right” to the guest;
· As far as possible, “major things become small, small things become small”, bad things become good, and the principle of calm handling;
· Process as soon as possible;
· Sincerely help customers to solve problems and make customers satisfied as much as possible.
03
Procedure for handling complaints
1 Listen carefully (patiently, with a high degree of etiquette, express apology and thanks to the guests on behalf of the hotel);
2. Pay attention to the specific content (time, place, passing, involved personnel), and make detailed records in front of the guests. If the guests are more excited, try to invite the guests to a suitable place to talk.
3 to express sympathy for the experience of the guest, and to express some apologies without losing the time to make the guest feel that you sympathize with him and understand him.
4 When listening to the opinions of the guests, keep calm, and make a correct judgment quickly after clarifying the reason.
5. Contact the relevant departments when the guests face to face to deal with the complaints of the guests, or follow the guests to the place of the accident to deal with the problem. For problems that cannot be solved temporarily, explain to the guests and tell the guests the measures to be taken.
6. Notify the relevant departments of the complaints of the guests, so that the problems can be solved in a timely manner.
7. For a very small number of unreasonable guests, it is necessary to protect the interests of the country and the hotel when dealing with them, but the attitude should be relaxed, the language and behavior should be polite, and effective measures should be taken according to the situation.
8 On behalf of the general manager, take remedial measures to make guests feel the sincerity of the hotel and change dissatisfaction into satisfaction.
9 Check the implementation.
10. Notify the relevant departments of the guests’ opinions and input them into the guest files, so that the guests can provide targeted services when they enter the store next time, so as to avoid the guests from complaining again.
11 Establish a guest complaint file and use it as a living teaching material for employees.
Customer complaints are information feedback on the products and services provided by the hotel.
1 It is helpful for the hotel authorities to improve the operation and management in a timely and targeted manner and fill in the gaps;
2 It is helpful for employees to learn lessons and improve service skills, thereby enhancing the competitiveness of enterprises.