How do hotel attendants face the complaints about the service attitude of guests?

First, avoid always sitting on the workbench in the lobby.

Many times, the assistant manager of the lobby should greet the guests coming and going, answer some questions of the guests at will, and never miss any opportunity to communicate with the guests. On the one hand, it is convenient for guests, makes the service of the hotel more humanized and increases the affinity of the assistant manager in the lobby. On the other hand, we can collect more guests' opinions and suggestions on the hotel, help us find the problems and deficiencies in the service and management of the hotel, find hidden dangers in time, and control them before the guests complain.

Second, avoid calling employees in other departments of the hotel "them" in front of guests.

In the eyes of the guests, the hotel is a whole. No matter which department has a problem, he will think it is the responsibility of the hotel. The assistant manager of the lobby works on behalf of the hotel, so it is forbidden to call employees of other departments "them" in front of guests.

Third, avoid paying attention to the time, place and place when handling complaints.

Some assistant managers in the lobby often only pay attention to the principle of timeliness when dealing with guest complaints, but ignore the flexibility and artistry in dealing with problems. For example, if guests get angry during lunch break, eating, or in public places such as dormitories and banquet halls, the effect of handling complaints at these times and occasions is not good, and they may also cause guests to resent it, adding "qi" to "qi" and adding fuel to the fire.

Fourth, avoid lack of self-confidence and show excessive humility in front of guests.

In fact, the assistant manager of the lobby handles the complaints of the guests and receives them on behalf of the general manager of the hotel. His words and deeds represent the image of the hotel, and he should show full self-confidence, courtesy, hospitality, pride and humility rather than humility. Excessive humility is a sign of lack of self-confidence, which is often looked down upon by guests and loses confidence in the hotel.

Avoid lest guests complain.

Complaining is not only a bad thing but also a good thing. Complaining customers, like a doctor, are providing free diagnosis for hotels, so that hotel managers can prescribe the right medicine, improve services and facilities, and improve service quality and management level. So, don't avoid complaining, treat it correctly.