“HANDLING GUEST

COMPLAINTS””
NADIA
SALSABILLA
4C PERHOTELAN (226232011)
 HANDLING GUEST
COMPLAINTS
EFFECTIVELY MANAGING GUEST COMPLAINTS IS ESSENTIAL
FOR MAINTAINING CUSTOMER SATISFACTION AND LOYALTY.
BY UNDERSTANDING GUEST EXPECTATIONS, IDENTIFYING
COMMON ISSUES, AND IMPLEMENTING STRATEGIC
COMMUNICATION AND RESOLUTION STRATEGIES, HOTELS
CAN TURN NEGATIVE EXPERIENCES INTO OPPORTUNITIES FOR
GROWTH AND IMPROVEMENT.
 UNDERSTANDING
GUEST
EXPECTATIONS
RESPONSIVENESS EMPATHY PROFESSIONALISM

Guests expect prompt Guests want to feel heard Guests anticipate

attention and resolution to and understood, not courteous, knowledgeable,
their concerns. dismissed. and solution-oriented staff.
 IDENTIFYING
COMMON GUEST
COMPLAINTS
01 CLEANLINESS 02 SERVICE
: CONDITION
ISSUES WITH THE : STAFF, LONG
SLOW OR RUDE
OF ROOMS, LINENS, OR PUBLIC WAIT TIMES, AND UNMET
AREAS. REQUESTS.

03 AMENITIES 04 PRICING :
: FACILITIES,
PROBLEMS WITH CONCERNS ABOUT VALUE,
EQUIPMENT, OR LACK OF HIDDEN FEES, OR
EXPECTED SERVICES. DISCREPANCIES IN BILLING.
 E F F E C T I V E C O M M U N I C AT I O N
S T R AT E G I E S

ACTIVE EMPATHETIC RESPONSES

LISTENING
Demonstrate genuine interest and Acknowledge the guest's feelings and
understanding of the guest's concerns. convey a willingness to help.

CLEAR
EXPLANATIONS
Provide transparent information about
the resolution process and timeline.
POSITIVE
LANGUAGE
Frame solutions in a constructive
manner, avoiding defensive or
confrontational tones.
E M PAT H E T I C L I S T E N I N G A N D R E S P O N D I N G

01 LISTEN
I N T E Nengage
T LY with the guest, focusing on their concerns without interruption.
Actively

02 VA L I D AT E
E M O T I Othe
NS
Acknowledge guest's feelings and let them know you understand their perspective.

03 OFFER SOLUTIONS
Propose realistic and effective remedies to address the guest's issues.
 R E S O LV I N G C O M P L A I N T S
E F F I C I E N T LY

01 ASSESS THE
SITUATION
Gather all relevant information to understand the nature and severity of the complaint.

02 DETERMINE
IdentifyRESOLUTION
the appropriate actions and resources needed to provide a satisfactory outcome.

03 IMPLEMENT THE SOLUTION

Efficiently execute the resolution plan, keeping the guest informed throughout the process.
CONTINUOUS IMPROVEMENT AND
G U E S T S AT I S FA C T I O N

ANALYZE EMPOWER STAFF GATHER

TRENDS FEEDBACK
Identify recurring Provide ongoing training to Regularly solicit guest
issues and implement equip employees with feedback to measure
proactive measures to effective complaint resolution satisfaction and drive
address them. skills. continuous improvement.
THANK
YOU