What are the complaint cases of hotel guests and how to solve them?

1, guest's complaint about service attitude

The service attitude of guests to employees, such as rude words, indifferent attitude and indifference, sometimes disputes often occur between guests and employees because of personality and emotional problems.

2. Service quality complaints

If the hotel staff does not serve according to the relevant principles, such as the wrong room, the mail is not delivered in time, and the salute is unattended. And this kind of complaint is easy to happen when the hotel reception is busy.

3. Complaints about facilities and equipment

As a complaint caused by the hotel's air conditioning, lighting, water supply, elevators and other equipment and facilities. Even if a relatively perfect maintenance system is established, the potential problems of all facilities and equipment cannot be eliminated. Especially in old hotels with a long history, this phenomenon is more likely to occur.

4. Complaints about unusual events

Sometimes guests will encounter some unexpected situations, such as the rooms are all booked up and the traffic is heavy and they can't buy tickets. Generally speaking, this kind of problem has nothing to do with the operation of the hotel, but often guests want the hotel to help solve it. Or the guest doesn't know much about the hotel policy, so he complains. In this case, the hotel can't ignore things that have nothing to do with itself, but patiently explain to the guests and try to help them solve the problem.

Second, the principle of understanding and handling guest complaints

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. Can make the complained department 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, it can improve the service and facilities of the hotel and attract more customers.

Specifically, the guest's complaints about the hotel have the following meanings:

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

Although there are some problems, they were not discovered by the hotel itself. On the one hand, the problem is potential, on the other hand, there are problems in itself, which cannot be found. 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 strictly trained the staff and put forward corresponding requirements, not all the staff can do it. When they leave, they may be bound by their leaders and relax themselves, which managers can't find. Only the guests, as direct consumers of hotel services, can find out and put forward in time.

1, which is beneficial to improve 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. The hotel provides a good opportunity to mend the relationship with the guests and ease the contradiction, 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 for its mistakes after learning the dissatisfaction of the guests, so it won the guests and the market.

Therefore, employees should treat it with a peaceful attitude. Generally speaking, the following principles should be followed when handling guest complaints:

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

When a guest complains about the hotel, he should realize that there are some problems in his work and service. Therefore, the staff should know the reaction of the guests and try their best to help them. Only in this way can we win guests and establish an image for the hotel.

Keep restraint and patience, and don't quarrel with the guests.

Guests will inevitably complain when they are in trouble and not smooth. If the guests are very excited, employees must try to restrain themselves and try to calm the anger of the guests. If necessary, the manager will be invited to receive guests and solve problems.

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 departments at will. Although this practice has solved the guest complaints, it has harmed the interests of the hotel and is 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.