How to deal with hotel guest complaints can be divided into four categories.

1. Listen patiently and know the truth. Handling complaints can only help solve problems in a "calm" state. Therefore, when receiving a complaint from a guest, be calm and rational, and politely ask the guest to speak slowly. At this time, it is important to let the guest feel that you care about his complaints. Listen patiently to the guests' complaints. On the one hand, this is to find out the truth of the matter so as to properly handle it, on the other hand, it is also to let the guests finish their sentences and satisfy their venting psychology. When listening to guests' complaints, don't rush to explain them, otherwise they will be regarded as accusations and disrespect. When listening to the guest's complaints, please let the guest finish first, and then ask some questions appropriately to understand the details. Pay attention to pronunciation, intonation, tone and volume when you speak. 2. Make a good record of complaints. Listen carefully to the guests' complaints and take notes. On the one hand, it shows the importance of their complaints, on the other hand, it is also the original basis for dealing with problems. The record includes the content, time and name of the guest's complaint. 3. sympathize with the guests and apologize sincerely. When guests complain, employees should regard themselves as representatives of the enterprise. Welcome their complaints and respect their opinions. Sympathize with guests and apologize to them. Expressing sympathy for the guest will make the guest feel that you are standing with him, thus reducing the confrontational mood and helping to solve the problem. For example, the staff can say, "This gentleman (lady), I understand your feelings very well. If I were you, I might be more angry. " 4. Sincerely thank the guests for their complaints. Although the guest's complaint is conducive to improving the service of the enterprise, it will inevitably make the reception staff unhappy because of the different quality level and complaint methods of the complainant. However, if the guests encounter unsatisfactory service, they will not tell the tourism enterprise, but tell other guests or friends, which will affect the reputation of the enterprise. So when guests complain, we should not only sincerely welcome them, but also thank them. 5. Deal with guest complaints quickly, the ultimate goal is to solve the problem. Therefore, we should distinguish between different situations and make appropriate treatment after obtaining the consent of the guests. (1), apologize immediately for some obvious faults in enterprise service work. In order to solve the problem in the first time, or make corresponding compensatory treatment with the consent of the guests. (2) For some complicated problems, don't rush to express your position or deal with them. Instead, we should politely and clearly list sufficient reasons to convince the guests and make appropriate treatment on the basis of the consent of the guests. For example, in a hotel, a check-out guest found an international call, but he didn't make it himself! The guest was very angry and found that the assistant manager in the lobby was angry and refused to pay. The assistant manager patiently listened to the guest's speech and made a detailed investigation on the long-distance telephone bill that the guest should pay. Then he politely asked the guests to review whether any friends had entered the room and made any phone calls. After recalling and verifying that it was indeed done by the guest's friend, the guest finally paid as required to show his modesty. (3) For things that can't be handled at the moment, we should pay attention to let the guests know the progress of things. If the guest complains that the air conditioner in the room is broken at night, the maintenance staff is busy with another maintenance task, and it will take half an hour to come and repair it. At this time, the waiter should let the guests know the progress of the matter and let them know that his suggestion has been taken seriously and has been arranged. 6. Track and check the processing results. First, check whether the problem has been solved with the person responsible for solving the problem. When you really know that the problem has been solved, ask the guests if they are satisfied. If you are not satisfied, you should take extra measures to solve the problem. 7. Thank the guests for reflecting the problems to the hotel and being sincere. 8. Establish guest files (guest history files) for filing, record the people, events, processes and results of complaints in detail, and prepare employee training cases to prevent similar incidents from happening again. In order to better handle guest complaints, managers and service personnel of tourism enterprises should not only master the above methods of handling guest complaints, but also strengthen the management of guest complaints. At the same time, we should also educate employees to look for the potential problems of this enterprise earnestly and unremittingly, and eliminate all possible complaints in the bud. Only in this way can we continuously improve the social and economic benefits of enterprises.