Procedures for handling guest complaints

Receiving guests who come to complain is undoubtedly a challenge to the brothel site of hotel managers. In order to satisfy the guests and not be too nervous, we must master some procedures, methods and art of handling guest complaints.

1, be prepared.

In order to deal with the complaints of guests correctly and easily, we must first be psychologically prepared. Want to set up? The customer is right, and the customer is God? Faith. Generally speaking, guest complaints are just a last resort. So, think about this problem in the hotel from another angle. How do you feel? Moreover, in the hotel industry, we all follow a principle: even if the guest is wrong, we should treat him as right, otherwise it will destroy the harmonious relationship between the two sides.

2, listen carefully to the guest's narrative.

When the guest narrates, he should listen attentively and ask questions in time, so that he can understand what happened in a short time and improve efficiency.

(1), let the guest finish, don't talk casually, and interrupt the guest's story casually.

(2) Pay attention to the intonation, tone and volume when talking to guests.

(3), the expression should be serious, can't laugh casually, let the guests misunderstand.

Step 3 record the main points

In the process of the guest's narration, the content of the guest's complaint, the guest's name, room number and other related points. It should be recorded to provide information and original basis for solving the problem in the next step. At the same time, it also shows the guests that their solemn attitude on behalf of the hotel is to put the joys and sorrows of the guests in an important position and put the interests of the customers first.

4. Show sympathy and understanding to the guests.

In the process of the guest's narration, you should think of the guest, show understanding for the guest's feelings and reactions, and comfort the guest with gentle language, but don't rush to take the problem to yourself, and only express sympathy for the guest's experience as a friend.

Tell the guests the measures to be taken and ask for their opinions.

According to the nature of what happened, quickly determine the solution, and put forward the solution to the guests and ask their opinions.

6, truthfully explain to the guests the time needed to solve the problem.

The employee in charge of solving the problem estimates the time to solve the problem according to the difficulty of the problem, preferably the specific time, and then tells the guests.

7. Solve the problems reflected by the guests in time.

Except for a few people, the ultimate goal of guest complaints is to solve the problem. Therefore, complaints to guests should be resolved in time. If necessary, please ask relevant personnel for assistance.

Pay attention to the processing results

Employees who receive complaints often can't solve the problem directly; However, the results should be tracked and paid attention to to to determine whether the guest's problems have been solved.

9. Ask the guest's opinion on the complaint handling result.

Contact again after solving the complaint. Thoughtful service and care will make guests feel that the hotel cares about them and attaches great importance to their complaints, thus leaving a good impression on the hotel.