How hotel management handles guest complaints

1. Be mentally prepared to receive complaints from guests

In order to handle guest complaints correctly and easily, you must be mentally prepared to receive complaints from guests.

First of all, establish the belief that "the guest is always right." Generally speaking, when guests come to complain, it means that 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 and establish the principle of "the guests are always right." "Belief, think about it in another role: If you were this guest and encountered this situation in the hotel, how would you feel? What's more, in the hotel industry, and even the entire service industry, we advocate that in many cases, "even if the guest is wrong, we must give the "right" to the guest." Only in this way can the confrontation with guests be reduced. This is the first step in handling guest complaints.

Secondly, we must grasp the three mentalities of complaining guests, namely seeking vent, seeking respect, and seeking compensation. Complaining guests usually have three mentalities. The first is to vent. When a guest encounters something irritating in the hotel, he or she will complain and complain; the second is to seek respect, whether it is software services or hardware facilities. In a sense, problems are all manifestations 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 stand out from colleagues. The third is to seek compensation. Regardless of whether the hotel is at fault or whether the problem is big or small, some guests may come to complain, although they may repeatedly emphasize that "it is not about money." , but its real purpose does not lie in the fact itself, nor in seeking vent or respect, but in saving compensation. Therefore, when receiving complaints from guests, you 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.

2. Listen carefully to customer complaints and make sure to keep records

As mentioned before, you should listen carefully to customer complaints and do not interrupt the customer's story or make random remarks. explain. 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 guest complaints.

3. 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) (or the hotel has no fault, but at least the guest feels uncomfortable and unhappy), and 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.

4. Immediately deal with the problems reported by the guests

Guest complaints are ultimately to solve the problem. Therefore, guest complaints should be handled immediately, and when necessary, superior management should be asked The personnel personally came forward to solve the problem. When receiving and handling guest complaints, please pay attention to the following points:

(1) Never shirk responsibilities in front of guests

When receiving and handling guest complaints, some employees consciously or Unconsciously shirking responsibility. As everyone knows, this will give the guest a worse impression and make the guest even more angry. As a result, old complaints were left unresolved, triggering new and more intense complaints from customers, creating a “chain” of complaints.

(2) Try to give a positive answer to the guest

Some hotel managers believe that in order to avoid being passive when handling guest complaints, they must leave themselves some room and cannot Speak to death. For example, instead of saying "It can be solved in ten minutes", you say "I will help you as soon as possible" or "I will try my best to help you get it done". As everyone knows, what guests, especially Japanese, European and American guests, dislike the most is that they cannot say anything. Death, there is no clear concept of time for anything. Therefore, when handling customer complaints, try to be as clear as possible in telling the customer how long it will take to resolve the problem, and try to use less vague words such as "as soon as possible", "in a while", "wait and see", etc. If you do have difficulties, you should explain it clearly to the guest and ask for their understanding.

5. Track the complaint handling process

The person who receives the complaining guest is not necessarily the person who actually solves the problem, so whether the guest's complaint is ultimately resolved is still a question mark . In fact, many guest complaints are not resolved. Therefore, it is necessary to follow up on the complaint handling process and pay attention to the results.