How to solve customers' complaints about hotels?

1. Be prepared to accept complaints from guests.

In order to correctly and easily handle guest complaints, we must be psychologically prepared to receive the complaining guests.

First, establish the belief that "the guest is always right". Generally speaking, when guests complain, it means that there is something wrong with our service and management. And guests are unwilling to complain in person unless they have to or can't stand it. Therefore, we should first think of the guests, establish the belief that "the guests are always right", and think in another role: if you are this guest, how do you feel when you encounter this situation in the hotel? What's more, in the hotel industry and even the whole service industry, we advocate that in many cases, "even if the guest is wrong, the' right' should be given to the guest." Only in this way can we reduce our hostility with our guests. This is the first step in dealing with guest complaints.

Secondly, we should master three kinds of complaints about guests, that is, seeking to vent, seeking respect and seeking compensation. Complaining about guests usually has three kinds of mentality. First, they want to vent. When a guest meets something irritating in the hotel and complains that his ileum is not unpleasant, he will complain. The second is to seek respect. In a sense, problems with software services or hardware facilities are a sign of disrespect for guests. Guests complain in order to save face and gain respect (sometimes, even if the hotel is not at fault, guests will complain in order to show their identity or "behave" in front of colleagues); Third, in order to seek compensation, some guests may come to complain about whether the hotel is wrong or whether the problem is big or small. Although he may repeatedly emphasize that "it's not about money", its real purpose is not the fact itself, nor is it to vent or respect, but to save compensation. Therefore, when receiving complaints from guests, we should correctly understand and respect the guests, give them an opportunity to vent, and don't have unnecessary disputes with them. If the real purpose of a guest's complaint is to seek compensation, it depends on whether he has the right to do so. If there is no such authorization, we should ask the superior management department to receive the guests who complain.

2. Listen carefully to the guest's complaints, and pay attention to make records.

As mentioned above, you should listen carefully to the complaints of the guests, and don't interrupt or explain them at will. In addition, we should pay attention to make records, including the contents of the guest's complaint, the guest's name, room number and complaint time. , to show the importance of guest complaints, but also the original basis for the hotel to deal with guest complaints.

3. Express sympathy, understanding and apologies for the unfortunate experience of the guests.

After listening to the guest's complaints, you should apologize for the guest's experience (even if the guest's response is not completely true, or the hotel is not at fault, at least the guest feels uncomfortable and unhappy), and at the same time express sympathy and understanding for the guest's unfortunate experience. This will make the guests feel respected, and it is not unreasonable to complain. At the same time, it will also make the guests feel that you are standing with him instead of standing opposite to talk to him, thus reducing the confrontational mood.

4. Deal with the problems reflected by the guests immediately.

The ultimate goal of guest complaints is to solve the problem. Therefore, the guest's complaints should be dealt with immediately, and if necessary, please ask the superior management to solve them in person. Pay attention to the following points when receiving and handling guest complaints:

(1) Never pass the buck in front of the guests.

When receiving and handling guest complaints, some employees intentionally or unintentionally shirk their responsibilities. As everyone knows, this gives the guests a worse impression and makes them more angry. As a result, the old complaints were not solved, which triggered new and stronger complaints from guests and produced a series of complaints.

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

Some hotel managers think that in order to avoid being passive when dealing with guest complaints, we must leave room for ourselves and not say anything to death. For example, instead of saying "it will be solved in ten minutes", say "I will help you as soon as possible" or "I will try my best to help you do it well". As we all know, guests, especially those from Japan, Europe and America, hate nothing more than saying nothing and having no clear concept of time. Therefore, when dealing with guest complaints, we should tell the guests as clearly as possible how long it will take to solve the problem, and try to use less words with vague time concepts such as "as soon as possible", "later" and "wait and see". If you really have difficulties, you should also explain them clearly to the guests and gain their understanding.

5. Track the complaint handling process.

The person who receives the guest's complaint is not necessarily the person who actually solves the problem, so it is still a question mark whether the guest's complaint is finally solved. In fact, many guests' complaints have not been resolved. Therefore, we should follow up the complaint handling process and pay attention to the handling results.