How do hotel waiters handle complaints from guests?

Five-Character Guide to Hotel Complaint Handling How does a hotel correctly treat and handle guest complaints in order to achieve quick and satisfactory results? Based on past experience, the entire process of complaint handling can be summarized in five words, namely "listen, remember, analyze, report and respond". 1. Listen. When dealing with any guest's complaint, no matter it is a trivial incident or a more difficult and complex incident, we as the respondents must remain calm and calm, and listen carefully to the guest's opinions. Everyone has too much to say, so listening is the key A kind of respect. Show a high degree of courtesy and respect to the other person. This is a process for the guests to vent their anger. We should not and cannot oppose the guests' opinions, so that the guests can slowly calm down and provide prerequisites for our solution. 2. Remember. While listening, take notes carefully. In particular, the key points and details mentioned in the guest's complaint must be clearly recorded and repeated in a timely manner to ease the guest's mood. This is not only the basis for handling complaints quickly, but also pave the way for the improvement of our future service work. 3. Analysis. Based on what you hear and write, understand the ins and outs of the matter in a timely manner, and then you can make correct judgments, respond quickly, formulate solutions, get in touch with relevant departments, discuss and deal with them together, customer satisfaction first, department responsibility second. 4. Report. Report events, decisions made or problems that are difficult to handle in the current position to the supervisor in a timely manner for advice. Do not omit or conceal information, especially if it involves your own interests, and you should not fail to report the situation. The interests of the guests are more important than your own handling. If you conceal it and fail to report it, the consequences will be more serious. 5. Answer. After soliciting the opinions of the leaders, the answers should be fed back to the guests in a timely manner, so that all complaints can be answered and the guests' words will not go unanswered. If the problem cannot be solved for the time being, you should apologize to the guest, explain the whole story, and ask for the guest's understanding. You should not make an unfounded and unfounded promise to the guest: a flattering promise.