LEARN HOW TO HANDLE DIFFICULT GUESTS IN HOTEL &

RESTAURANTS

In a hotel or restaurant everyday hundreds or thousands of guests come and

go. All are different. They come from different countries, possess different
levels of education and most importantly each carries different
personalities. It is you, as a server or hotelier, have to handle all types of
guests
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 complain 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 expresses 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.
How to Handle Intoxicated Guest
1. Whisper; talk personally to persuade him out of the party. Do not talk
facing the people.
2. Inform him that he is disturbing the party. Offer him your service.
3. If he does not agree, inform the host (as in the Hotel, inform the Duty
Manager).
How to Handle Guest Visitor
1. Screen the visitor in a polite manner. If there is advance information
all ready from the guest, escort the visitor to the guest room. If not,
request the visitor to go with you to the Front Desk and establish the
reason for the visit.
2. Offer your help and ask the visitor’s name.
3. Inform the guest by phone, and announce the name of the visitor.
4. If the guest agrees to see his visitor, escort the visitor to the guest
room.
5. When they both meet, offer some services, such as coffee or tea
service.
How to Handle a Visitor at Night
If the guest comes home with a joiner:
1. Greet the guest and his joiner like normal guests.
2. Offer your service to them.
3. Inform the Chief of Security and Duty Manager about the guest’s
joiner.
4. Note in the follow up book for next shift for information.
5. Treat the joiner as your guest also
How to Handle a Noisy Guestroom
1. Go to the noisy room and politely ask the guest to tone down the
noise level.
2. If the guest does not agree, inform the Duty Manager to handle the
matter.
Guest on Diet/Allergy

1. Offer food item out of what the guest diet allergy is.
2. Give the guest the menu card to choose from.
3. Suggest to the guest to have: Fish from the river, if he cannot eat
seafood. Beef meat, if the guest cannot eat pork. Vegetables, if the
guest cannot eat meat. Unsalted meat, if the guest cannot eat salty
food. Low calorie and less fat content/no sugar, if the guest is on a
diet.
 TIPS ON HOW TO HANDLE DIFFICULT SITUATIONS
Each & every hotelier has to go through some difficult situations with
difficult guests in their hotel or restaurant.It needs some prior experience
and knowledge to handle difficult guests in different situations. Even in
some cases guest becomes frighten for other guest. Also in some cases if
staffs cannot handle them tactfully then there may be a loss of property or
even life as well. So, if you are a hotel management student or just
beginning your career in this field then you should found this tutorial very
much helpful. I would like to share some tips on how to handle some
difficult situations in hotel or restaurant
While handling Guest Complaint in Hotel or Restaurant must remember
these basic points:
1. Listen to guest’s complaint carefully, express your enthusiasm to help.
Key eye contact.
2. Understand the matter. Never argue or interrupt when guest is still
explaining. Wait until he/she has finished.
3. Analyze the matter wisely.
4. Apologize to guest with good reason, then handle the request in priority
if able, even if the complaint is not concerning your section.
5. Take action until matter is completed.
6. Pass over the information to the Executive Floor Manager immediately,
if it is out of your capabilities.
7. Try to make guest feel very comfortable while waiting and allow time
for the guest to cool down.
8. When you see the guest at a later time, greet him and ask if everything is
fine.
9. Log in follow up book for you.

In service industry like hotel or restaurant, 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 of dealing with guest complaints, 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 while Handling Complaints
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.
Types of Guest’s Complaints in Hotel & Restaurant:
There are tons of complaints a hotelier needs to handle everyday. Based on
our research we can classify guest complaints into 5 main types according
to the nature and timing of the complaint.
Those are:
1. Before Guest Arrives
2. After Guest’s Arrival
3. During Guest’s Stay
4. During Guest’s Check Out
5. After Guest’s Check Out
Before Guest Arrives:
1. Booking information is not accurately records.
2. Booking information is not timely and accurately delivered.
3. Prices, or room number information cannot be kept confidential or
premature to tell the guests.
4. A sudden raise of room prices.
5. Managers at all levels receive relatives and friends booking without
informing front desk that could cause damage and confusion.
6. Restaurants of various departments in the home-front passenger
booking and contact guests in the process of giving guests the
impression to remain poor, resulting in booking or cancellation of
booking guests do not want.
After Guest’s Arrival:
1. Both parties to the price dispute.
2. Upon arrival record of the request is inconsistent with the hotel.
3. Not been able to stay in rooms or rooms cannot let guests leave
satisfied.
4. =Guests of the hotel the provisions of dissatisfaction with the
difference in different time slots.
5. The guests are not satisfied with the arrangements.
6. Check-in board room procedures were too cumbersome and time-
consuming too long.
7. Welcome members and baggage are not in place or place of service
for less than a home.
During Guest’s Stay:
1. Room facilities and equipment, consumables or services that allow
guests are disappointed.
2. Business center and switchboard services to make guests
dissatisfied.
3. Information and cashier services enable customers satisfied.
4. Other aspects: the key to the guests because of the expired card can
not open the door and dissatisfaction; the guests change wards
without a response, or implementation; guest complaints during the
stay, the hotel is not to be properly resolved.
During Guest’s Check Out:
1. Rounds closing speed is too slow: No small change to speak of;
foreign exchange has not commenced business or has ceased
operation; guests to catch up with the next closing rooms, dining hall
staff time; guest attendants have to go rounds, with a total station to
play the past Tel no access; room attendants rounds too slow; cashier
checkout too slow.
2. Accounts disputes: Guest does not recognize certain consumer items;
have objections to certain spending; does not recognize the loss of
 items they should be required to pay compensation for costs; right
held by the guests credit card validity or currency of doubtful
authenticity etc.
3. The Housing-state error: the guests have already checkout, the total
housing units are not in time to change state; guests extension
completed check-out procedures, with a total station has not entered
into the computer; for other reasons.
After Guest’s Check Out:
1. Related Business forms are not timely filed or filed in error; guests
entered the relevant information is not timely and customer history
files; guest’s complaint information is not timely, accurately
reflected in the relevant sectors.
2. The guest check-out services are not in place or to pass relevant
information is not discontent caused by the guests: Guests Check in
time when the message is not delivered to the designated guests;
guests arrive after check-out items, letter or fax are not timely and
accurate manner according to the requirements of the guests
treatment; guests left the hotel the important items, documents, failed
to pass the guests in time, affecting the lives of the guests and travel.

Types of Complainer Guests in Hotel & Restaurant

In a hotel or restaurant everyday hundreds or thousands of guests come and
go. All are different. They come from different countries, possess different
levels of education and most importantly each carries different
personalities. It is you, as a server or hotelier, have to handle all types of
guests. Let’s learn some different types of complainers to handle them
properly.
Different Types of Complainer Guests in Hotel & Restaurant:
As we discussed earlier, all guests are different. According to the
expressions of the complainer guests, we can classify them into these
categories:
(1)Intellectual Type:
Such guests are generally are older in age. Generally they complaint in
depressed mood with calm tone. Intellectual guests try hard to be rational
and beat you with their logical arguments. Their expression remains cool
all the time and they have good personality. Such guests are quite easy to
handle but sometimes you may found quite irritating too. In order to deal
with this group of people you should remember: Listen their logic properly.
Know the facts properly. Don’t rush to agree to apology first. Be logical all
the time. Don’t promise anything you are not sure. They will remember
every single detail. Don’t afraid on their cool calm voice and influencing
personality.
(2) Offensive Type:
Such guests are mostly found in restaurants than in hotels. Sometimes a
single offensive guest is well enough to hamper your business. They don’t
care anything. Express their emotions loudly with wicked language, behave
rudely and try to gather public attraction. Be prepared to take hard actions
to handle such guests.
Follow these points:
Don’t react aggressively. Be friendly and try to handle with calm approach.
There is no point to play with fire rather put water on fire to stop it. Your
calm approach is like putting water on fire. Isolate the guest. Offer him to
talk in a corner. Suggest them to set down. Human psychology is such that
when we sit we become less aggressive. Keep eye contact. Don’t interrupt.
Let them show their emotions first. Try to find the right moment to
response. Take notes of their complaint. It will give you 2 advantages as
the person will become careful about his complaint and language and as
writing needs more time then speaking so there is a possibility that he
would calm down as the time progresses. If you can’t handle then refer to
the superior one. If nothing makes the complainer calm and if he continues
misbehaving then don’t hesitate to call the security.
(3) Distressed Type:
Often you may find some guests who look not feeling comfortable.
Sometime they show anger, sometime remain silent, sometime harshly
question. Their total presence, body movement, gesture, posture, language
will make you feel they are not happy with the atmosphere. In this case
follow these steps: Before they complaint at you, approach to them and ask
them “Is everything all right sir” Try to find out why they are distressed.
Sometimes for personal problem people show agony with third person. If
they are not satisfied with your service and facilities then follow previously
discuss tips to make them satisfied. To change their mood you can offer
them freebies like free drink or free deserts. Whoever your guests are, try to
meet your standard. As an hotelier all the time be prepare to serve any kind
of guests. Never forget the old saying “Guest is always right”.

How to Handle Angry Guest in Hotel & Restaurant

1. Pay attention to listen to the details while the guest is talking so that you
can show your concern toward guest and to get a clue to solve the problem.
2. Start your talking with the guest by thanking the guest for bringing the
matter to your attention.
3. Never lose your temper and remain calm with the guest since providing
highest level of service is your top priority.
4. Try to first make isolate the guest so that other guests won’t overhear
and it does not affect in your profession.
5. Do not argue with the guest even if the guest is wrong. Never let the
guest to feel that you are against what he is saying.
6. While talking with the guest, try to greet guest by his/her name to show
your personal attention toward guest.
7. Show compassion to the guest but of course maintaining the self-esteem
of the guests.
8. Record properly every single details properly of the guest properly so
that you would not miss any important information which you may need
later to resolve the matter.
9. Try to handle only the problem that you are able to solve or refer to your
supervisor or your manager for rapid progress.
10. Ask all questions to the guest that are necessary to solve the problem
and then restate it so the guest knows you understand the complaint
correctly.
11. Always try to handle the situation from guest’s standpoint. If needed
ask the guest for suggestions on how to solve the problem.
12. Assure guest that proper measures will be taken as per requirement and
give expected time that will be needed to solve the problem.
13. Inform the guest what can be the best done. Never give commitment
which you are not capable of.
14. Review the complaint and find out the solution within allocated time.
15. Take remedial measures to the guests such as: complimentary fruits,
gifts, letter of apology.
16. Pay attention to the attitude and language and manners to be polite and
take effective measures under any circumstance.
17. Enhance training among the employees to avoid repetition.
18. Monitor remedial measures and ensure prompt delivery of the solution
to keep the image of the hotel.
19. Take feedback and give update to the guest so that guest would be
aware of the solving procedures.
20. Learn convincing techniques to deal with any angry guest.
21. Check the complaints whether it is relevant or not.
22. Never conduct or discus any guest’s complaint in front of outsider or in
public places.
23. Never pass on the guest to other departments. Take the complaints from
the guest and pass it to the concerned department for actions to be taken.
24. Contact with other relevant department to investigate and handle the
situation.
25. When you handle any complaint deal with it real concern. Take the
complaint of your own which will turn the situation into a positive outcome
and motivate you to take quick actions. Follow these tips while managing
any guest complaint to increase your success rate and ensure highest level
of guest satisfaction. Always remember a happy guest can markedly
contribute in your business because:
 Build long term relationship with the hotel.
 Recommend the name of the hotel to others.
 Take other services of the hotel. Admire the hotel staffs and other
service.