What are the common complaints hotels encounter?

Receiving guests who come to complain is undoubtedly a challenge for hotel managers. To ensure that guests return home satisfied without being too nervous, you must master some procedures, methods and art of handling guest complaints. .

1. Be mentally prepared

In order to handle customer complaints correctly and easily, first of all, you should be mentally prepared. To establish the belief that "the customer is right, the customer is God". Generally, guests only come to complain when they have no choice.

So, if you were a guest, how would you feel about the current problem in the hotel? Moreover, in the hotel industry, one principle is followed: even if the guest is wrong, he should be treated as right. On the contrary,

it will destroy the harmonious relationship between both parties.

2. Listen carefully to the guest's narration

When the guest narrates, you should concentrate on listening and ask timely questions, so that you can figure out what happened in a short time. , improve service efficiency and customer complaints.

(1) Let the guest finish speaking, and do not talk randomly or interrupt the guest's story casually.

(2) When speaking to guests, pay attention to the tone, tone, and volume.

(3) The expression should be serious and serious, and you should not laugh casually or misunderstand the guests.

3. Record key points

Relevant key points such as the content of the guest’s complaint, guest’s name, room number, etc. should be recorded during the guest’s narration process for the next step to solve the problem. information and original basis. At the same time, this also shows to the guests that the solemn attitude adopted by the hotel on behalf of the hotel is to put the guests' happiness, anger, sorrow, and joy in an important position and to focus on the interests of the guests.

4. Express sympathy and understanding to the guests

In the process of the guest’s narration, we should consider the guest, express understanding of the guest’s feelings and reflections, comfort the guest with gentle language, But don't rush to take the problem on yourself. You can only express sympathy for the guest's experience as a friend.

5. Inform the guests of the measures to be taken and solicit their opinions

According to the nature of what happened, quickly determine a solution and propose a solution to the guests. Ask your guests for their opinions.

6. Truthfully explain to the guest the time it will take to solve the problem

The employee responsible for solving the problem will estimate the time it will take to solve the problem based on the simplicity of the problem. It is best to have a specific time. time and tell the guest.

7. Solve the problems reported by guests in a timely manner

Except for a few individuals, guest complaints are ultimately meant to solve problems. Therefore, guest complaints should be resolved promptly. Relevant personnel should be requested for assistance when necessary.

8. Pay attention to the handling results

Employees who receive complaints often cannot directly solve the problem; however, they should track the handling results and pay attention to determine whether the guest's problem has been solved. .

9. Ask the guest for his or her opinion on the outcome of the complaint.

After the complaint is resolved, you should contact the guest. Thoughtful service and care will make guests feel that the hotel cares about them and attaches great importance to their complaints, thus leaving a good impression on the hotel.