Hotel Front Office Guest Complaint Action Form Sample

Guest Complaint Action Form

Date: ……………………………

Room No: / Apartment: …………………….

Guest Name:…………………………………….

Reservation No / Booker:………………………………….

Arrival / Departure:………………………………………………

Details of the Complaint:

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Action taken:

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Remarks/Notes by GM/HM/AHM:

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Prepared By-FOM/AFOM/DM: …………………….

Hotel Manager: …………………..

Front Office Guest Complaint Action

Form
Date: [Date]

Guest Information:

 Name: [Guest’s Name]

 Room Number: [Room Number]
 Contact Information: [Phone Number/Email]
Complaint Details:

 Nature of Complaint: [Description of the complaint]

 Date and Time of Complaint: [Date and Time]
  Location of Incident: [Specify the location within the hotel]
Investigation:

 Staff Involved: [If applicable, specify the staff members

involved]
 Witnesses: [If any, list the names of witnesses]
 Investigation Summary: [Brief summary of the investigation
findings]
Resolution:

 Actions Taken: [Describe the steps taken to resolve the

complaint]
 Resolution Date and Time: [Date and Time of resolution]
 Compensation/Recovery Offered: [Specify any compensation
or recovery offered to the guest]
Preventive Measures:

 Steps to Prevent Recurrence: [Recommendations to prevent

similar incidents in the future]
 Staff Training Needs: [Identify any training needs for staff to
avoid similar issues]
Follow-up:

 Follow-up Date: [Specify a date for a follow-up with the guest]

 Follow-up Actions: [Describe any additional actions or follow-up
communication]
Manager’s Comments:

 Manager’s Name: [Name of the Manager]

 Manager’s Signature: ___________________
 Date: [Date]
Guest Feedback:

 Guest’s Comments/Feedback: [Allow space for the guest to

provide additional comments or feedback]