Hotelier - Hotel Training Forum

The original article is here in my FREE Hotel Management Training Blog: http://www.hospitality-school.com/handling-guest-complaint

In service industry like hotel, complaints go side by side. Whenever you would try to sell any product or service, you will find some people who may not become satisfied. In hotel arena, people get angry or not fill happy for various reasons. Some common reasons are like not getting proper service by staffs, bad quality of food in restaurants etc. The basic golden rule is don’t be panic or offensive while guests complaint to you. Try to professionally deal all sorts of complaints. This is a great chance to show your professionalism.

Thing you should consider:

Why do you feel guest complaints are bad for your property. Try to think in different ways. Don’t you feel it is helpful for you to find out weaknesses of your property and a chance to resolve that? A valid, logical complaint is the feedback from your guest by handling which you can improve your hotel or restaurant on the other hand ignoring such complaint will result serious loss in future. So, try to think this way. This is the right approach to handle guest complaint.

Proper ways of handling guest complaint:

1. Take your time. Listen with full attention what guest wants to say.
2. After guest express his complaint repeat that in your voice to make him understand that you listen to him properly.
3. Start replying in a tricky way like “I understand your problem, sir” or “Thanks a lot for bringing up the matter” to us”. This will give impression to guest that you are not against the guest but rather supporting him. This would make him calm.
4. If you are the person to solve the matter then take proper action to solve the problem. If you are not authorized for handling such complaints then inform the right person who can solve the problem.
5. If you can solve the problem and you may take time from guest to solve the problem and in this situation don’t forget to follow up the problem to check whether it is solved or not.
6. If the problem is very serious then consult with top personnel immediately. 
7. If you are front desk agent then you should write the complaint in complaint form

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