How to handle guest complaints at the front desk of the hotel

Many people may tell you that you should apologize sincerely. Of course, it is not.

You can use the learning principle:

L

On behalf of the audience,

It means that when a guest complains to you, you must listen carefully, nod your head from time to time and make eye contact with the guest.

E

Represents sympathy,

To show empathy for Kenyans, but not sympathy, just remember one sentence: "If this happens to me, I will definitely be very angry."

A

I apologize on behalf of Apollo Gitz.

rare

Representative reaction

Solve the problems encountered by guests and coordinate the problems of which department.

ordinary

Representative notice,

After the matter is settled, you should tell your colleagues the whole story, so as not to follow in its footsteps in the future. And record the complaint in the guest record, and pay attention to it when the guest comes next time.