How to deal with hotel guests' complaints

How to deal with hotel guests' complaints

How to deal with the complaints of hotel guests When working in a hotel, it is inevitable that there will be friction in the face of various customers. Can you handle the guest's complaints reasonably? Here are some tips.

1. Patience

Listen to the guests' complaints patiently, don't interrupt them easily, let alone criticize their shortcomings and encourage them to speak. A guest's resentment is like the air in a balloon. When he finished complaining, they had no resentment.

2. Attitude

When a guest complains or complains, it means that the guest is not satisfied with the delivery or service of the hotel. They felt that the hotel had wronged him. If the attitude is unfriendly in the process of handling, it will aggravate their dissatisfaction and cause further deterioration of the relationship. If the attitude is sincere, polite and enthusiastic, it will reduce the resistance of the guests. As the saying goes, "angry people don't smile."

action

Handling complaints and complaints quickly can have four advantages: first, it can make guests feel respected; Second, it can show the sincerity of the hotel to solve the problem; Third, it can prevent the negative rendering of guests from causing greater harm to the hotel; Fourth, the loss can be minimized. Suggest giving the guest a preliminary answer on the same day.

4. Language

Guests are dissatisfied with the hotel, and they may talk too much when they vent. If they confront their guests, their relationship is bound to deteriorate. In the process of explaining the problem, we should pay great attention to the wording and be reasonable and decent. Even if the guest is wrong, don't point it out directly, and try to communicate with the guest in euphemistic language.

compensate

Customers complain or complain, largely because of the loss of interests. So guests want comfort and financial compensation. This compensation can be material, such as changing accessories, changing rooms, sending fruits, etc. It can also be spiritual, such as apology, honor, etc. Satisfying guests is the principle of compensation, but it is not a big gift. Let guests feel the sincerity of the hotel.