How to handle guest complaints?

Guests complain for different reasons and purposes. For example, some guests ask for material compensation in order to get a balance after encountering dissatisfaction; On the other hand, some guests pay more attention to spiritual satisfaction, and they are eager to get the attention and respect of the hotel. In the process of accepting complaints from such guests, we should pay special attention to maintaining their self-esteem and making them feel respected at all times. In short, service personnel should pay attention to four principles when dealing with any type of guest complaints:

1 Really help the guests.

The guest's complaints show that there are still loopholes in the management and service of the hotel. Service personnel should understand the mood and situation of guests in a "transposition" way and sincerely help them solve problems. Only by adhering to the principle of sincerely helping guests solve problems can service personnel win the goodwill and trust of guests and help solve problems.

Never argue with the guests.

When a guest comes to complain angrily, first let the guest finish, then apologize for what happened to the guest and thank the guest for his love for the hotel. When the guests are emotional, the service staff should pay more attention to politeness, give the guests the opportunity to negotiate or explain, and control the situation, instead of competing with the guests, let alone quarreling with them. If you don't give the guests a chance to complain and compete with them, it seems that the service staff won, but in fact they lost. Because, when the guest is proved wrong, he will never come to this hotel next time. If the waiter can't calm the anger of the guests, please ask the management to receive the guests and solve the problem.

Don't harm the interests of the hotel.

When answering the guest's complaints, the service personnel must pay attention to respecting the facts, and should not shirk their responsibilities or belittle others or other departments at will. They should proceed from the overall interests of the hotel and avoid contradictions, otherwise the guests will be even more disgusted.

4 Timely handling

For the guests who complain, the hotel should listen to the complaints carefully and patiently, put forward remedial measures to satisfy the guests in time and solve them properly. For all hotel guests, the hotel must try its best to understand the real feelings of the guests and know what they are satisfied with and dissatisfied with the hotel. This can not only show the hotel's concern and respect for its guests, but also know which aspects of the hotel still have problems that need immediate improvement and which aspects are better and need to be adhered to. As long as the hotel handles it properly, dissatisfied guests can become satisfied guests, even loyal guests.