How to deal with guest complaints in the hotel?

1. Establish the belief that "the customer is always right."

Generally speaking, when guests come to complain, it means there are problems with our service and management. Moreover, guests are not willing to come and complain in person unless it is absolutely necessary or intolerable. Therefore, we must first consider the guests. Establish the belief that "the customer is always right";

2. Master the three mentality of complaining customers, namely seeking vent, seeking respect, and seeking compensation.

Please vent, the guest encountered something irritating in the hotel, and the resentment returned to his heart, so he came to complain;

Please respect, whether it is software services or hardware Problems with facilities are, in a sense, a sign of disrespect for guests. Guests come to complain in order to save face and gain respect (sometimes, even if the hotel is not at fault, guests want to show that they are different, Or "showing off" in front of colleagues will also complain);

In order to seek compensation, some guests may come to complain regardless of whether the hotel is at fault or whether the problem is big or small, even though they may have repeatedly Emphasizing that "it's not about money", the real purpose is not the fact itself, nor is it seeking vent or respect, but rather compensation.

Therefore, when receiving complaints from guests, we must correctly understand the guests, respect the guests, give the guests a chance to vent, and do not engage in unnecessary arguments with the guests. If the real purpose of a guest's complaint is to ask for compensation, you should check whether you have the right to do so. If you do not have such authorization, you should ask a higher-level manager to come forward to receive the complaining guest. ?

3. Listen carefully to customer complaints and take notes.

Listen carefully to customer complaints and do not interrupt the customer's story or make random explanations.

In addition, attention should be paid to keeping good records, including the content of the guest's complaint, the guest's name, room number and time of complaint, etc., to show that the guest's complaint is taken seriously, and it is also the original basis for the hotel to handle the guest complaint.

4. Express sympathy, understanding and apology for the guest’s misfortune

After listening to the guest’s complaint, express regret for the guest’s misfortune (even if what the guest reflected is not entirely true) Facts, or the hotel is not at fault, but at least the guest feels uncomfortable and unhappy);

At the same time, express sympathy and understanding for the guest's misfortune. This will make the guest feel respected and that it is not unreasonable to make a complaint. It will also make the guest feel that you are standing with him instead of standing against him and talking to him, thereby reducing confrontation. ?

5. Deal with the problems reported by the guests immediately

Guest complaints are ultimately to solve the problem. Therefore, the complaints from the guests should be handled immediately. If necessary, please ask the superior Management took it upon themselves to resolve the matter.