You're facing a dissatisfied guest in a fully booked property. How do you turn their experience around?

1 Listen Actively

When faced with a disgruntled guest, your first step is to listen actively. This means giving them your undivided attention, acknowledging their feelings without interrupting, and understanding the root of their dissatisfaction. It's crucial to show empathy and validate their concerns, as this can immediately diffuse tension. A guest who feels heard is more likely to remain calm and cooperative, paving the way for a constructive resolution to their issues.

2 Offer Solutions

Once you've understood the guest's issue, offer solutions that are within your power to implement. If they're unhappy with their room and a direct swap isn't possible due to full occupancy, consider upgrades or complimentary services that could enhance their stay. Be creative and think outside the box; sometimes, even small gestures like a free meal or spa service can go a long way in making up for any inconvenience they've experienced.

3 Empower Staff

Empower your front-line staff to handle such situations without always needing managerial approval. This not only speeds up the resolution process but also instills a sense of trust and responsibility in your team. Train your staff in service recovery techniques and ensure they're aware of the compensatory measures they can offer. A staff member who can confidently address concerns can turn a negative guest experience into a positive one quickly and efficiently.

4 Follow Up

Following up with the guest after the initial interaction is essential. This shows that you are committed to ensuring their satisfaction beyond the immediate resolution of their complaint. A simple inquiry about their stay or a personalized note can make them feel valued. It also gives you another chance to rectify any ongoing issues and demonstrates your dedication to guest satisfaction.

5 Maintain Positivity

Throughout the interaction with a dissatisfied guest, maintain a positive demeanor. Your attitude can influence the guest's mood and response. Stay calm, professional, and optimistic about finding a resolution. By embodying a positive spirit, you reinforce the property's brand as caring and guest-focused, which can help mitigate the impact of any negative experiences.

6 Exceed Expectations

Lastly, aim to exceed the guest's expectations. After addressing their initial complaint, look for opportunities to surprise and delight them further. This could mean offering additional perks or personal touches that show thoughtfulness. By going above and beyond, you leave the guest with a memorable experience that overshadows any earlier dissatisfaction.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?