Hotelier - Hotel Training Forum

hello,

I' writing you from Romania; I need an example of solving a guest complain, this is for a project I need to present for my school. So, to be more specific, I need a complain of a tourist, and how the hotel solved perfect the guest complain.

Can anyone help me with this? Please????

Hi Marliena,

Normally in my previous hotel, all complaints and guests concerns no matter how small it is, must be logged into assistant manager's log book for further references.

One particular example of guest complaint was a technical problem such as Air Conditioning issue.

Scenario:

Guest called reception or guest relation and complain to the officer that the Air Conditioning in his/her room is not working properly - hot or too cold.

Responses from the officer:

Mr/s. X I am really sorry for your inconvenience caused by our AC trouble, let me get our technisian to fix the Air Conditioning shortly.

Hotel Action:

1. Get the technisian to the room immediately and check the AC, if the AC can be fixed within less then 10 minutes - do it. If need more than 10 minutes - the technician must inform reception or guest relation and receptionist or guest relation officer must call the guest and inform the time frame or offer guest to move to other room.
2. If the AC has been fixed within less than 10 minutes - the technician must also inform reception or guest relation and guest relation must confirm with the guest if the AC is now upto his/her expectation.
3. As a gesture of goodwill from the hotel, normally the hotel will send F&B turn down amenities such as fruit basket, cakes or chocolates.

Hope it helps...

Cheers

Hotelier

Well..

An approach for improving the way youhandle complaints :

Adopt a positive and constructive attitude

Stay Calm  Tetap Tenang

Stand back from the problem: it’s not you the costumer is complaining about  Adopt a suitable position

Listen actively (giving feed-back) 

Accept the complaint without insisting too much

Look the customer in the eye without staring

Isolatethe person physically, if possible

Askquestions to find out of the details 

Wait until the customer calms down 

Apologise, if the complaint is justified (without overdoing it) 

Offer an alternative solution before giving an explanation 

Makesure you follow up the complaint 

And Remember:

"Handling a complaint well can oftenresult in the person concerned becoming the most loyal of customers"

"The customer will excuse the error if heor she feels that a solution has been reached effectively"