What are the common guest complaints and solutions in hotels?

First, the significance of guest complaints to the hotel

Hotel staff should be fully aware that it is normal for guests to complain about the hotel. In a sense, complaints are also a bridge between hotel managers and guests, which is both good and bad. It can make the complained part or employee be punished accordingly; But at the same time, the complaint is a signal to tell the hotel that there are problems in its service and management. If the hotel accepts it, the hotel's services and facilities can be improved and improved, thus attracting more customers.

1, in order to make the hotel familiar with the deficiencies in service and management.

Some problems do exist, but the hotel didn't find them by itself. On the one hand, the topic is latent, on the other hand, there is something wrong with it, which can't be found out. The guests paid a certain amount of money, hoping to get value for money and get corresponding service. Therefore, they are very sensitive to the problems existing in hotel services and facilities. Although the hotel has conducted strict drills for employees and put forward corresponding requirements, not all employees can do it. Most of them are bound by leaders when they are away, and once they leave, they will relax themselves, which managers can't find. Only the guests, as direct consumers of hotel services, can find out and put forward in time.

2. Conducive to the improvement of hotel service and service level.

Through the complaints of the guests, the hotel found its own problems. If these problems can be rectified in time, the hotel service will be continuously improved.

3. It provides a good opportunity to repair the relationship with the guests and ease the contradictions, which is conducive to the hotel to explore the market and obtain customers.

The guest complained that there were service loopholes in the hotel, which made the guest dissatisfied. If the guests don't complain, they may not come next time. It is precisely because complaints can work that guests vent their anger and dissatisfaction through this process. The hotel made up its mistakes after knowing the dissatisfaction of the guests, so it won the guests and the market.

Second, the hotel complaint handling process

How can the hotel correctly treat and handle the complaints of guests in order to achieve quick and satisfactory results? According to past experience, the whole process of complaint handling can be summarized as five words, namely "listening, taking notes, analyzing, reporting and answering".

1, listen. When dealing with any guest's complaints, whether trivial or complicated, we, as the respondent, should keep calm and calm, listen carefully to the guests' opinions and show high courtesy and respect to each other. This is the process for guests to vent their anger. We shouldn't and can't object to the guests' opinions, let them calm down gradually and provide conditions for our explanation.

2. remember. In the process of listening, we should take notes carefully. In particular, the main points and some details of guest complaints should be clearly recorded and repeated in time to ease the mood of guests. This is not only the basis for handling complaints quickly, but also the foundation for improving our service in the future.

3. Fold. According to what you hear and write, find out the ins and outs of things in time, and then you can make a correct judgment, draw up a solution, get in touch with relevant departments and deal with them together.

4. Report. Report what happened, decisions made or problems encountered to the competent leader in time, and solicit opinions. Don't omit or conceal materials, especially those that touch personal interests, and don't report feelings.

5. A. After consulting the leaders, feedback the answers to the guests in time. If it can't be solved temporarily, you should apologize to the guests, explain the reasons, and ask them to understand. Without control and foundation, there is no guarantee.

Three, the hotel guest complaints handling principles

1. Friendly attitude and the principle of serving guests. Sincerely solve problems for guests.

When a guest complains about a hotel, he should be familiar with some problems in his work and service. Therefore, employees should understand the guest's reaction and try their best to help the guest. Only in this way can we win guests and establish an image for the hotel.

Be patient and don't argue with the guests.

It is inevitable that guests will complain when they are in trouble and unhappy. If the guests are very excited, the staff must try to restrain themselves and try to stop the anger of the guests. If necessary, please ask the management to come out to receive the guests and solve the problem.

3. Maintain the interests of the hotel.

When dealing with guest complaints, the front office staff should pay attention to their emotions and help them solve problems. On the other hand, we should also pay attention to safeguarding the interests of hotels and know how to solve problems. For example, when solving guest complaints, don't belittle other parts casually. Although this practice solved the guest complaints, it infringed on the interests of the hotel and was not desirable. In addition, simple refund and fee reduction are not effective methods. Hotels can solve this problem through face-to-face extra service and care for guests.