How do hotels handle guest complaints?

according to the different contents of guest complaints, they can be divided into: 1. complaints about the service attitude of a hotel staff. Although guests with different consumption experiences, personalities and moods have different sensitivity to service attitude, the evaluation criteria will not be too different. Guests with a strong need for respect often complain about poor service attitude, which is manifested as follows: ① The waiter does not take the initiative to treat the guests, giving them the feeling of being left out and neglected. (2) the waiter hospitality is not enthusiastic, stiff, dull or even cold, words are not kind. ③ The waiter lacks self-cultivation, and his actions and language are vulgar, rude, sarcastic, mocking and insulting the guests. The waiter's aggressive attitude in public made the guests feel embarrassed. 2. Complaints about the inefficiency of a hotel service If the above complaints are directed at specific waiters, then the following complaints are often directed at specific events. For example, the service and checkout speed in the restaurant is too slow; The check-in procedures at the front desk are cumbersome and the guests wait too long; The late delivery of the mail delayed the guests' events, etc. In this regard, some of the guests who complained were impatient, some had important things to do, some did suffer economic losses due to the inefficiency of hotel services, and some used the excuse of being in a bad mood. 3. Complaints about hotel facilities and equipment are also the main content of guest complaints, because the hotel facilities and equipment are not used normally, are not matched, and the service items are not perfect. Such as room air conditioning control, drainage system failure, the meeting room is not equipped with the required equipment. 4. Complaints about improper service methods cause harm to the guests or make them suffer losses due to improper service methods. If there is no guardrail or sign when waxing the lobby floor at night, the guests will fall down; When the guest postponed the accommodation and urged the front desk to pay the house fee, the guest understood that the waiter implied that he intended to escape; Burn the guest due to accidental collision with the guest, etc. 5. Complaints about the hotel's breach of contract When the guests find that the promises made by the hotel have not been fulfilled, or the goods are not on the right board, they will have the anger of being cheated, fooled and unfair. If the hotel fails to fulfill its promise to give preferential treatment, a certain entrusted service accepted by a hotel fails to be completed as required or is out of date. 6. Complaints about the quality of goods The goods sold in the hotel are mainly guest rooms and food. The guest room smells bad, the bedding, tableware and food are unclean, the food is not ripe and deteriorated, and the suspected counterfeit and shoddy drinks may cause complaints. 7. Other (hotel-related reasons) waiters misbehave, violate relevant regulations (such as asking for tips from guests), and damage or lose guests' belongings; The waiter is not familiar with the business, asking questions and not knowing; The guest is controversial about the price; Dissatisfied with the surrounding environment and public security work; Have objections to the handling of complaints by managers, etc.

hotel reasons: the hotel reasons mainly show that the consumption environment, places, facilities and equipment fail to meet the requirements of the guests; Employees have low professional level, incompetent work, irresponsible work, chaotic post responsibilities, and frequent work mistakes; Lack of communication and cooperation between departments, poor supervision by managers; Lack of respect for guests; The service guide and brochure are outdated, and the explanations are not detailed. Guest-related reasons: the guest-related reasons are that they have high expectations for the hotel, and once the reality is too far from the expectations, they will feel disappointed; The understanding of hotel publicity content is different from that of the hotel; Individual guests are too picky about hotel work. Generally speaking, the ways of expression when a guest complains can be divided into: 1. Rational guests are depressed when they complain. They try to state the course of the incident and their own views and requirements to the complainant with a rational attitude, a calm tone and accurate and clear expression, and are good at making sense. This kind of person's personality is in the state of adult self. 2. It is difficult for such hot guests to suppress their emotions. They often shout loudly at the moment of dissatisfaction, and their speeches are unadorned, and they get it out quickly and leave no room. Strong and quick action, I hate the work style of prevarication and procrastination, hoping to solve the problem completely and cleanly. 3. Disappointment and grief-stricken emotions fluctuate greatly. Sometimes they are angry, sometimes they regret, sometimes they ask questions sharply, and sometimes they shake their heads and sigh. They are deeply disappointed with hotels or events and are deeply saddened by their own losses. Most of the complaints of such guests are that they think they can't stand it, or hope that they can achieve some compensation through complaints.

3. Principles and procedures for handling complaints 1. Adhering to the service tenet of "guests first", welcoming guests' complaints, not arguing with guests, not defending themselves, receiving and handling complaints is one of the hotel's service items. If the cause of guest complaints is always related to the quality of service, then at this moment, the management personnel who accept the complaints on behalf of the hotel sincerely listen to the opinions of the guests, show their sincerity in solving problems for the guests, offer comfort to those who are disappointed and sad, show deep sympathy, be open-minded and courteous to those who are hot-tempered, and strive to solve the problem satisfactorily, which in itself is the display of the normal service quality of the hotel. If all the complaining guests want compensation, then the other party can treat themselves with the best service attitude during the complaint process, which is also a certain degree of compensation for reasonable guests. 2. When handling complaints, we should pay attention to the interests of both the guests and the hotel. When handling complaints, the manager has two roles: first, he is the representative of the hotel and accepts complaints on behalf of the hotel. Therefore, it is impossible for him not to consider the interests of the hotel. However, as long as he accepted the guest's complaints, and as long as he still works in this post, he also became the representative of the guests, representing both the hotel and the guests to investigate the truth of the incident, give the guests a reasonable explanation and recover damages for the guests. Guests complain directly to the hotel, which reflects that guests believe that the hotel can solve the current problems fairly and properly. In order to repay the trust of the guests and encourage this behavior of "complaining in the hotel if you want to complain" with practical actions, managers must handle complaints fairly and impartially. 1, the degree of rapid handling of complaints; First, listen attentively to the guests, accurately understand the meaning of the guests, and grasp the key to the problem. Confirm that the nature of the problem can be handled according to this degree. Second, look at the complaint when necessary and make a quick judgment. Third, apologize to the guests and make necessary explanations. Please wait a little and get in touch with the relevant departments immediately. Fourth, follow up the handling situation, ask the guests for their opinions on the handling and make a short speech. 2. General procedures for handling complaints; First, listen to the guests and confirm that the problem is complicated and should be handled according to this procedure. Second, ask the guests to move to an inconspicuous corner, and offer tea or other non-alcoholic drinks to those who are emotional or have just arrived in Hong Kong from other places. Third, listen to the guest's statement patiently and intently, and don't interrupt or refute the guest. Express your sympathy for the guests with appropriate expressions and take notes when necessary. Fourth, distinguish between different situations and properly arrange guests. For guests who want to stay, they can be placed in the lobby bar for a short rest; For local guests and check-out guests, please leave their contact number or address. In order not to delay their time, please leave the store first and clearly tell the guests when to give a reply. Fifth, start the investigation. If necessary, report the situation to the superior and ask for instructions on handling methods. Make a handling opinion. Sixth, communicate the investigation with the guests and make necessary explanations to them. Strive for the guests to agree to handle the opinions. Seventh, implement the handling opinions to the relevant departments, and supervise and inspect the completion of relevant work. Eighth, listen to the opinions of the guests again. Ninth, arrange the written materials about the incident and its handling, and file them for future reference.