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  • Compliant Handling 1220346681002176 8

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    Manh Hung Nguyen
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    This document provides guidance on handling guest complaints at a hotel or accommodation. It outlines that there are four main types of complaints - mechanical, attitudinal, service related, and unusual. When addressing a guest complaint, one should listen empathetically, give their undivided attention, stay calm, apologize, offer solutions to resolve the problem, follow up to ensure satisfaction, and remember that some guests cannot be satisfied. The key is to solve problems promptly to encourage return visits.

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    This document provides guidance on handling guest complaints at a hotel or accommodation. It outlines that there are four main types of complaints - mechanical, attitudinal, service related, and unusual. When addressing a guest complaint, one should listen empathetically, give their undivided attention, stay calm, apologize, offer solutions to resolve the problem, follow up to ensure satisfaction, and remember that some guests cannot be satisfied. The key is to solve problems promptly to encourage return visits.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as ppt, pdf, or txt
    4 views14 pages

    Compliant Handling 1220346681002176 8

    Uploaded by

    Manh Hung Nguyen
    This document provides guidance on handling guest complaints at a hotel or accommodation. It outlines that there are four main types of complaints - mechanical, attitudinal, service related, and unusual. When addressing a guest complaint, one should listen empathetically, give their undivided attention, stay calm, apologize, offer solutions to resolve the problem, follow up to ensure satisfaction, and remember that some guests cannot be satisfied. The key is to solve problems promptly to encourage return visits.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as ppt, pdf, or txt
    of 14

    Handling Guest Complaints

    Make it easy for the guest to express his concerns

    A problem solved on time will definitely bring the guest back

    There can be 4 types of complaints

    Mechanical

    Attitudinal

    Service related

    unusual

    The basic rules

    Always!
    Listen with empathy

    Not listening will not solve the problem

    Give your undivided attention

    Maintain eye contact

    Lack of attention will anger the Guest even more

    Stay calm !

    Never
    Get aggressive or flustered or pick up a fight with the Guest

    Apologize

    Express Regret

    Offer solutions

    Never make a promise which you dont have authority to keep

    Inform the guest how much time it may take to resolve the problem

    Try to resolve the problem immediately

    Act on the problem

    Monitor progress of the situation

    Follow up And check to ensure whether the guest is satisfied with the solution

    Remember !......!.....!

    Some guest are never satisfied, dont let them effect you

    If problem cannot be solved ,admit it


    If the guest is very angry dont try to resolve the problem alone

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