Standards and methods for handling hotel complaints

1. Hotel complaints:

1) guest room hardware facilities are not up to standard.

2) The cleanliness of the room is not up to standard.

3) The waiter treats the guests equally and you're welcome.

4) The guest's belongings are lost or stolen.

5) The waiter uses the guest's belongings.

6) If the guest room items are taken away or damaged, ask the guest for compensation and cause a complaint.

7) Complaints about laundry service.

8) Guests are disturbed by noise when they are resting.

9) invasion of privacy.

10) complaints caused by non-compliance.

2. Understanding of complaints:

1) Look at the quality of hotel facilities and services from guests' comments.

2) the exposure of the problem will make it impossible for people with problems to continue to hide it.

3) Improve the service and avoid more similar problems.

4) Improve and deepen the impression of the guests on the hotel and urge them to come again.

5) Strengthen quality control.

6) Improve communication with guests.

3. Handling complaints:

1) Listen attentively and show concern;

2) Ask carefully and make records;

3) Stay calm and apologize sincerely;

4) Be considerate and show sympathy;

5) Put forward suggestions and take measures;

6) Pay attention to the development of the situation and check the remedial measures;

7) Implementation and final verification.

4. Hotels should pay attention to the following:

1) despise customers and treat complaints silently;

2) Employees take complaints as personal accusations and defend themselves;

3) shuffle or complain about other departments and colleagues;

4) complaining about the low quality of customers;

5) Refute, argue irrationally and argue with customers.