Hotel front desk receives complaints from guests, how to tell them?

General guest complaints should be divided into telephone complaints or on-site complaints; If it is a telephone complaint, listen carefully to the content of the complaint first, then calm the guest's mood and apologize to the guest. If you can handle it, handle it. If it can't be handled, leave the guest's last name and contact information, and inform the guest to feed back the complaint to the relevant department, and the processing result will be fed back to the guest in time.

If it is an on-site complaint, listen carefully to the guest's complaint first, then calm the guest's mood and apologize to the guest. Deal with it if you can. If it can't be handled, let the front office supervisor or AM handle it directly.

The front desk must remember, whether it is a telephone complaint or an on-site complaint, if you can't handle it yourself, don't promise anything to the guests at will. Otherwise, it is counterproductive.