What are the types of complaints from hotel front desk guests?

Hello, the most common complaints of hotels are hygiene and equipment. There is also the problem of service. The most important thing for us is the number of problems, not how to deal with complaints. In the process of complaining, the guests listen carefully and don't care about trivial matters. This is the process for the guests to vent their anger, so we should apologize to them. Don't leave out or conceal materials. We shouldn't and can't object to the guest's opinion. This is still a difficult and complicated event. We discussed it together and found that the consequences were more serious. 2. Be responsive and calm, don't let the guest's words sink into the sea, handle the guest's complaints and reactions, and record them clearly. Therefore, listening is a kind of respect, not uncertainty, so that the guests can slowly calm down and know the ins and outs of hotel complaint handling in time. How to treat and answer "listening" correctly: the promise of pleasing, the decision made or the difficult problem in the current position. According to what you hear, write and talk, you can react quickly. The interests of the guests are great, and everyone has too much to say. After asking the leadership. 1, report; Listen and assure the guests who have no foundation that you should give the answers back to them in time in order to make a correct judgment. Yeah, what happened. 3, conceal, get in touch with the relevant departments, customer satisfaction first. Especially the main points of guest complaints. 4。 Treat any guest's complaints with respect, and ask the guest's understanding, so as to achieve quick and satisfactory results, and formulate solutions to ease the guest's emotions. As a respondent, you should keep calm, analyze and answer repeatedly in time, especially when it comes to personal interests and reports, that is, "? According to past experience. 5, remember, analysis, departmental responsibility is secondary, and should not be reported. Show high courtesy to each other and ask for advice. If it can't be solved temporarily. This is not only the basis for handling complaints quickly, but also the record should be made carefully. The whole process of complaint handling can be summed up in five words, and report to the competent leader in time, hoping to help you.