How to properly handle guest complaints in hotel operations?
Complaints are common during the day-to-day operations of a hotel. Especially during the holidays, the tourism industry will definitely usher in peak passenger flow. Then the ensuing guest complaints are too numerous to mention. So how to deal with guest complaints is one of the biggest problems in the hotel.
01
Frequently asked questions about hotels
· Loss of valuables for passengers - lost in the room, in the restaurant or PA, in the hotel safe;
Lost luggage of passengers - lost in the hotel, lost in assisted luggage, lost without storage, broken luggage or items;
· Passengers take away or destroy the equipment or supplies in the room;
Poor hotel facilities or management , resulting in injury or damage to passengers: the floor is too slippery, hit by elevator doors or automatic doors; no obvious signs; broken tableware cuts; unstable furniture; clothes damaged or scalded; machines noise; car accident; poisoning;
· Deliberately eat and sleep for nothing;
·The payment amount exceeds the hotel’s regulations, but the payment is not made after repeated reminders;
· Deliberate evasion;
· Request for account reconciliation by personal check;
Disobedience to public order: drunkenness, noisy, 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 ;
· Offending guests due to poor service by hotel staff;
· Failure to complete the matters entrusted by the passenger and delaying the time;
How to deal with the above customer complaints?
02
Basic Principles for Handling Complaints
· Never argue with customers;
· Does not harm the interests of the hotel;
· Give the “right” to the customer;
· As far as possible, the principle of “making big things small and small things small”, making bad things good, and handling them calmly;
· Process as soon as possible;
· Sincerely help customers solve problems and make customers satisfied as much as possible.
03
Procedures for Handling Complaints
1 Listen carefully (patience, high etiquette, apologize to the guests on behalf of the hotel and express thanks);
2 Pay attention to the specific content (time, place, passage, and people involved), 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. Express sympathy for the guest’s experience, and express some apologies without losing the opportunity, so that the guest feels 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 finding out the reason.
5. Contact the relevant departments in person, deal with the complaints of the guests, or follow the guests to the accident site to deal with the problem. Explain to the guests the problems that cannot be solved for a while, and tell the guests the measures to be taken.
6 Notify the relevant departments of the guests’ complaints, so that the problems can be solved in time.
7 For the very small number of unreasonable guests, the interests of the country and the hotel must be safeguarded when dealing with them, but the attitude must be moderate, the language and behavior must be polite, and effective measures should be taken according to the situation.
8 represents the general manager to take remedial measures to make the guests feel the sincerity of the hotel and turn dissatisfaction into satisfaction.
9 Check implementation.
10 Notify the relevant department of the guest’s opinion and enter the guest file, so that the guest can provide targeted services when they enter the store next time, and avoid the guest’s complaint again.
11 Establish guest complaint files and serve as a living teaching material for employees.
Customer complaints are information feedback on the products and services provided by the hotel, and are a disguised test of the hotel facilities, equipment and service quality, which can attract the attention of relevant people in the hotel.
1 It is conducive to the hotel authorities to improve the operation and management in a timely and targeted manner, and to fill in the gaps;
2 It is beneficial for employees to learn lessons and improve service skills, thereby enhancing the competitiveness of enterprises.