Front Office Hotel

FRONT OFFICE

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HANDLING GUESTS COMPLAINTS

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1.INTRODUCTION: HANDLING GUEST COMPLAIN........................page3

1.1 GUEST COMPLAINTS CAN BE CLASSIFIED INTO 4 KINDS:................................page3

2.TYPES OF COMLAINER GUESTS IN HOTEL & RESTAURANT.page5

2.1 DIFFERENT TYPES OF COMPLAINERS GUEST IN HOTEL & RESTAURANT:..page53. 11 MUST FOLLOW GOLDEN RULES FOR HOTELIERS............page7

4. TIPS ON HOW TO HANDLE DIFFICULT SITUATIONS..............page9

4.1 HOW TO HANDLE GUEST COMPLAINT:..............................................................page9

HOW TO HANDLE INTOXICATED GUEST.............................................................page9

HOW TO HANDLE GUESTVISITOR.....................................................................page10

HOW TO HANDLE A VISITOR AT NIGHT.............................................................page10

HOW TO HANDLE A NOISY GUESTROOM..........................................................page10

GUEST ON DIET/ALLERGY....................................................................................page10

5. STEP BYSTEP GUEST COMPLAINT HANDLING.....................page11

POLITE EXPRESSIONS USED IN HOTEL INDUSTRY..............page12

WHAT MAKES A GREAT COMPLAINT MANAGER?...............page14

REFERENCES.........................................................................................page15

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1.INTRODUCTION

HANDLING GUEST COMPLAIN

In service industry like hotel,complains 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 a hotel, 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 complaint to you and youhave try to professionally deal all sorts of complanits.

Thing you should consider:

Why do you feel guest complaints are bad for your property. Try to think in different ways. 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 tothink this way. This is the right approach to handle guest complaint.

Proper ways of handling guest complaint:

-Take your time. Listen with full attention what guest wants to say.

-After guest express his complaint repeat that in your voice to make him understand that you listen to him properly.

-Start replying in a tricky way like “I understand your problem, sir” or “Thanks a lot forbringing 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.

-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 the inform the right person who can solve the problem.

-If you can solve the problem and you maytake time from guest to solve the problem to check whether it is solved or not.

-If the problem is very serious the consult with top personnel immediately.

-If you are front fesk agent then you should write the complaint in complaint form.

1.1 GUEST COMPLAINTS CAN BE CLASSIFIED INTO 4 KINDS:

Complaint about equipment, complaint about service attitude, complaint about hotelservice quality, and complaint about unexpected events.

The equipment can include air-conditioner, ilumination, water supply, power supply, furniture, elevator and so on. Dealing with these complaints, the best way for the recepcionists in the front office is first to investigate on the spot, then to take measures according to the concrete situation.
After that, the recepcionist should...