Common hotel guest complaints and solutions

Complaints are the airwaves and problems that will never go away in the hotel and catering service industry. No matter how much effort the hotel spends on service and how thoughtful it is, it is inevitable that there will be some details that are not in line with the customer's wishes. More or less complaints. So what is the point of hotel complaints? How should managers deal with hotel complaints?

1. The significance of guest complaints against the hotel

Hotel employees should be fully aware that it is normal for guests to complain against the hotel. In a sense, complaints are also a bridge between hotel managers and guests, which is a good thing and a bad thing. It can cause the department or employee who is complained to be punished accordingly; but at the same time, the complaint is a signal, which informs 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, thereby attracting more customers.

1. To make the hotel aware of the deficiencies in service and management

Although some problems exist, they are not something that the hotel itself can discover. On the one hand, the problem is latent, on the other hand, it is a problem that cannot be discovered. Guests are different. After paying a certain amount of money, they hope to get value for money and receive corresponding services. Therefore, they are very sensitive to problems with hotel services and facilities. Although the hotel has conducted strict training for its employees and put forward corresponding requirements, not all employees can do it. Most of them are restrained by their leaders when they are there. Once they leave, they will relax themselves, and these are things that managers cannot discover. of. Only guests, as direct consumers of hotel services, can discover and raise issues in time.

2. It is beneficial to the improvement of hotel services and improve service levels.

Through guests' complaints, the hotel discovered its own problems. If these problems can be rectified in a timely and conscientious manner, the hotel's service will continue to improve.

3. It provides a good opportunity to repair relationships with guests and ease conflicts, which is beneficial to the hotel in opening up markets and acquiring customers.

Guest complaints indicate that the hotel has service loopholes that make guests dissatisfied. If the customer does not complain, he or she may not come back next time. Because complaints work, guests vent their anger and dissatisfaction through this process. The hotel understood the dissatisfaction of the guests and made up for its mistakes, so the hotel won the guests and the market.

2. Hotel Complaint Handling Process

How does the hotel correctly treat and handle guest complaints in order to achieve quick and satisfactory results? Based on past experience, complaints can be handled The whole process can be summarized in five words, namely "listen, remember, analyze, report and answer".

1. Listen. When dealing with any guest's complaint, no matter it is a trivial matter or a more complicated and complicated matter, we as the respondents must remain calm, calm, listen carefully to the guest's opinions, and show a high degree of courtesy and respect for the other party. This is the process of the guests venting their anger. We should not and cannot oppose the guests' opinions, so that the guests can gradually calm down and provide conditions for our explanation.

2. Remember. While listening, take notes carefully. In particular, the key points and details mentioned in the guest's complaint must be recorded clearly and repeated in a timely manner to ease the guest's mood. This not only provides a basis for handling complaints quickly, but also lays the foundation for future improvements in our service work.

3. Fold. Based on what you hear and write, understand the whole story in a timely manner, and then you can make a correct judgment, formulate a solution, get in touch with the relevant departments, and deal with it together.

4. Report. Report events, decisions made or difficult-to-handle issues to the supervisor in a timely manner for advice. Do not omit or conceal information, especially if it involves personal interests, and you should not retaliate without mercy.

5. Answer. After soliciting the opinions of the leader, the answer should be fed back to the guest in a timely manner. If the problem cannot be solved temporarily, an apology should be made to the guest, explain the reason, and ask for the guest's understanding. Do not make uncontrolled and unfounded assurances to the guest.

3. Principles for handling hotel guest complaints

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

When guests complain about the hotel, they should be aware that there are certain problems in their work and services. Therefore, employees should understand the guests' feedback and do their best to help the guests. Only in this way can we win guests and build an image for the hotel.

2. Be restrained, patient, and do not argue with guests.

Guests usually complain after they encounter trouble or something goes wrong, and it will inevitably be expressed in their words. If a guest is very emotional, employees must work hard to control themselves and try to calm the guest's anger. If necessary, ask the management staff to come out to receive the guest and solve the problem.

3. Protect the interests of the hotel

When handling guest complaints, front office employees should pay attention to the guests' emotions and help them solve problems; on the other hand, they should also pay attention to safeguarding the interests of the hotel. , you must know the skills to solve problems. For example, when solving guest complaints, don't belittle other parts. Although this kind of approach solves guest complaints, it infringes on the interests of the hotel and is not advisable. In addition, simple refunds and reduced fees are not effective methods. Hotels can solve this problem through face-to-face additional services and care and attention to guests.