How should the hotel handle the complaints of guests?

1

Of course, the business of a hotel is to improve its own service quality, and at the same time improve the grade and scale of the hotel. For the current accommodation guests, they also hope that their accommodation environment is good and there is a high-quality accommodation service, so what every hotel needs to improve most is its own service quality.

2

A hotel is a guest's choice to live in. For the sake of good hotel business, the attitude towards guests and the quality of service should be high, so many hotels have strict training in this area. However, even with strict training and high-quality service, it is inevitable that there will be complaints from guests. It is very important to deal with them at this time so as not to affect the reputation of the hotel.

3

The first principle in handling complaints is to sincerely apologize and then listen to the opinions of the guests. This is a basic principle, and the guest is always right. This is the mantra of a hotel waiter. Generally, the guests who come to the hotel give their opinions for some reasons, so as long as everyone apologizes seriously and listens to the opinions of the guests, the average person will understand quickly.

4

When hotels handle complaints from guests, they should grasp the psychological reaction of ordinary guests and understand their psychological requirements. Generally, the guests who complain in hotels basically have three kinds of mentality, namely, to vent, respect and compensation. We should take measures according to the specific situation, comfort the guests, adjust their emotions and try our best to handle things reasonably for them.

5

When dealing with hotel guests' complaints, we should know that the ultimate goal of the guests is to solve problems. Therefore, we should deal with the complaints of the guests immediately, and if necessary, ask the superior management to solve them in person, so as to solve the problems in the fastest time and achieve the purpose of maintaining the image of the hotel.