How does the assistant manager of hotel lobby handle the guest's complaint that the room attendant opened the wrong door?

When the assistant manager of the hotel lobby handles the guest's complaint that the room attendant opened the wrong door, he can follow the following steps:

1. Listen carefully: when receiving a complaint from a guest, keep calm, listen carefully and politely, make eye contact with the guest, and nod your head from time to time to show your understanding.

2. Keep calm: If necessary, invite guests to a quiet place to communicate alone, so as not to affect other guests. If necessary, you can ask the guest something politely, but don't interrupt the guest.

3. Make records: record the main points of the problem in the guest complaint file form in writing, so that when others participate in handling this matter, they can save time, and at the same time, the guests will calm down because their complaints are taken seriously.

4. Comfort the guests: Whether it is the right or wrong of the hotel or department, or the misunderstanding of individual waiters or guests, the reception staff first apologizes for the unpleasant things that the guests have caused or have caused.

5. Find out the facts: inform the relevant departments to understand or verify the incident in time, and solve the problem for the guests as soon as possible, but don't state the details that you don't know or the promises that you can't make.

6. Be brave in taking responsibility: If you find yourself or the hotel is at fault in the process of handling guest complaints, you should apologize to the guests in time and take active measures to make up for the mistakes, such as upgrading the room for free, providing small gifts or dinner.

7. Aftercare: After solving the problem, follow up in time to ensure the satisfaction of the guests. If the guests are still not satisfied, you can consider providing more compensation measures, such as coupons and gift certificates.

8. Summing up experience: Finally, the assistant manager of the hotel lobby needs to sum up the experience of handling guest complaints and take measures to prevent similar problems from happening again.

Through the above steps, the assistant manager of the hotel lobby can effectively handle the problem that the guest complains that the room attendant has opened the wrong door, and ensure the satisfaction of the guest and the reputation of the hotel will not be affected.