Hospitality’s Post

Share experiences about how we deal with complaining guests so that they become royal guests for our property. Handling guest complaints effectively is crucial in the hospitality industry to ensure guest satisfaction and maintain a positive reputation. Here are some tips and tricks on how to handle guest complaints in a hotel to achieve a positive response: 💎 Listen Actively: When a guest approaches you with a complaint, give them your full attention. Show empathy, maintain eye contact, and nod to let them know you're actively listening. This makes guests feel valued and heard. Stay Calm and Professional: Maintain a calm and professional demeanor, regardless of the nature of the complaint. Avoid becoming defensive or argumentative, as this can escalate the situation. 💎 Apologize Sincerely: Start by apologizing for the inconvenience or issue the guest is facing, even if it's not the hotel's fault. A sincere apology can go a long way in diffusing tension. 💎 Empathize: Put yourself in the guest's shoes and express empathy for their situation. Let them know you understand their frustration and that their feelings are valid. 💎 Ask Open-Ended Questions: Encourage the guest to share more details about the issue by asking open-ended questions like, "Could you please tell me more about what happened?" This helps you gather all necessary information. 💎 Offer Solutions: Propose practical solutions to resolve the problem. Be flexible and willing to accommodate reasonable requests. Ensure the solutions are within your authority or escalate to a higher authority if necessary. 💎 Take Responsibility: If the issue is the hotel's fault, take responsibility for it. Guests appreciate honesty and transparency. Avoid blaming others or making excuses. 💎 Follow-up: After the complaint has been resolved, follow up with the guest to ensure they are satisfied with the solution. This shows that you care about their experience. does anyone have anything to add? write in the comments column . 😁 💎

The Intricacies of Managing Guest Complaints in Hotels Managing guest complaints in hotels involves swift, empathetic responses, active listening to understand the issue, offering sincere apologies and solutions, following up to ensure satisfaction, and using feedback to enhance overall service and prevent recurring problems. It's about turning a negative experience into an opportunity to create a positive outcome for the guest and improve the hotel's operations. https://bit.ly/46qSC5V #hoteltechnology #hoteltech #hoteliers #hotelsoftware #hotelsolutions

Offering excellent customer service requires constant work and effort from your employees. They need to be involved, respectful, available and more importantly attentive to your guests.  Moreover, empathy is key to not only solve problems but actually understand them. In fact, you want to understand your guests’ needs and impressions to find an ideal solution.  An excellent customer service is able to quickly adapt to any situation, and has an extensive knowledge of its guests and their needs. Your clients need to feel heard and understood. They will appreciate the fact that your employees understand their situation and emotions and that the service they are offered is catered to their own specific needs. They will therefore be more likely to stay loyal to your hotel.

Handling Guest Complaints : The complaint is a problem needs solving. It is the gap between the guest expectations and the services we provided. Guests complain when we fail to meet their expectations. You should know: The complaint is like a gift as it gives us a second chance to improve our services. It helps us to find out what the guests really wants and what are our weaknesses and strengths. Complaints also make us see the reality and may prevent our guests to leave our hotel unhappy. Unhappy guest definitely will never return back and will never recommend our property in (Holidaycheck & Tripadvisor). Don’t neglect any guest comments which can cause problem inflation & guest dissatisfaction. The guest who complaints is most likely to return back and recommends our hotel if we handled his/her complaint properly. The steps to resolve a complaints: 1) listen 2) Empathise! Thank the guest! 3)Apology 4) React and Solve! Involve the related HOD! 5) Notify Avoid the negative word or reaction while you handling any complaints such as (No, It’s not my fault, you should have told us earlier , not to be rude) . Thank the guest as without his complaint you might never know about it .

12 - Handling Guest Complaints : The complaint is the gap between the guest expectations and the services we provided. Guests complain when we fail to meet their expectations. The complaint is like a gift as it gives us a second chance to improve our services. It helps us to find out what the guests really want and what are our weaknesses and strengths. Complaints also make us see the reality and may prevent our guests to leave our hotel unhappy. Unhappy guest definitely will never return back and will never recommend our property in (Holidaycheck & Tripadvisor). Don’t neglect any guest comments which can cause problem inflation & guest dissatisfaction. The guest who complaints is most likely to return back and recommends our hotel if we handled his/her complaint properly. The steps to resolve a complaints: 1) listen! 2) Empathise! 3)Apologize! 4) Solve! Involve the related HOD! 5) Evaluate for Corrective Action! Avoid the negative words or reaction while you handling any complaints such as (No, It’s not my fault, you should have told us earlier) . Thank the guest as without his complaint you might never know about it .

#snsinstitutions #snsdesignthinkers #designthinking Guest Handling Skills Guest handling skills are essential in various industries, especially in hospitality, customer service, and other client-facing roles. Effective guest handling skills ensure that guests or customers have a positive and satisfying experience. Here are some key skills that are crucial for handling guests effectively: Communication: Clear and effective communication is fundamental. This involves active listening, speaking clearly and politely, and being able to convey information in a way that is easily understandable for guests. Empathy: Understanding and empathizing with guests' needs and concerns are important for creating a positive experience. Showing genuine concern and being able to put yourself in the guests' shoes can go a long way in resolving issues and creating a pleasant atmosphere. Patience: Dealing with various types of guests, including those who may be difficult or demanding, requires patience. Remaining calm and composed, even in challenging situations, is crucial for providing excellent service. Problem-solving: Being able to identify and address guests' issues or concerns effectively and efficiently is a valuable skill. This involves quick thinking, resourcefulness, and the ability to find practical solutions to various problems that may arise during a guest's stay or visit. Flexibility: Adaptability is important, as guest needs and situations can change rapidly. Being flexible and open to accommodating guests' requests or adjusting plans accordingly demonstrates a willingness to provide exceptional service. Professionalism: Maintaining a professional demeanor and appearance is essential in creating a positive and respectful impression. This includes following appropriate etiquette, adhering to company policies, and demonstrating a high level of integrity and reliability. Time management: Prioritizing tasks and managing time efficiently is crucial, especially during peak hours or when dealing with multiple guests simultaneously. Being organized and able to handle multiple responsibilities without compromising the quality of service is a valuable skill in guest handling. Product knowledge: Having a comprehensive understanding of the products or services offered is essential for providing accurate information and guidance to guests. This includes knowledge of amenities, facilities, policies, and any other relevant details that guests may inquire about.

12 - Handling Guest Complaints : The complaint is a problem needs solving. It is the gap between the guest expectations and the services we provided. Guests complain when we fail to meet their expectations. You should know: The complaint is like a gift as it gives us a second chance to improve our services. It helps us to find out what the guests really wants and what are our weaknesses and strengths. Complaints also make us see the reality and may prevent our guests to leave our hotel unhappy. Unhappy guest definitely will never return back and will never recommend our property in (Holidaycheck & Tripadvisor). Don’t neglect any guest comments which can cause problem inflation & guest dissatisfaction. The guest who complaints is most likely to return back and recommends our hotel if we handled his/her complaint properly. The steps to resolve a complaints: 1) listen & Apologise! 2) Empathise! Thank the guest! 3)Ask “open questions”! 4) Solve! Involve the related HOD! 5) Evaluate. Avoid the negative word or reaction while you handling any complaints such as (No, It’s not my fault, you should have told us earlier , not to be rude) . Thank the guest as without his complaint you might never know about it .

12 - Handling Guest Complaints : The complaint is the gap between the guest expectations and the services we provided. Guests complain when we fail to meet their expectations. The complaint is like a gift as it gives us a second chance to improve our services. It helps us to find out what the guests really want and what are our weaknesses and strengths. Complaints also make us see the reality and may prevent our guests to leave our hotel unhappy. Unhappy guest definitely will never return back and will never recommend our property in (Holidaycheck & Tripadvisor). Don’t neglect any guest comments which can cause problem inflation & guest dissatisfaction. The guest who complaints is most likely to return back and recommends our hotel if we handled his/her complaint properly. The steps to resolve a complaints: 1) listen! 2) Empathise! 3)Apologize! 4) Solve! Involve the related HOD! 5) Evaluate for Action Plan! Avoid the negative words or reaction while you handling any complaints such as (No, It’s not my fault, you should have told us earlier) . Thank the guest as without his complaint you might never know about it .

12 - Handling Guest Complaints : The complaint is the gap between the guest expectations and the services we provided. Guests complain when we fail to meet their expectations. The complaint is like a gift as it gives us a second chance to improve our services. It helps us to find out what the guests really want and what are our weaknesses and strengths. Complaints also make us see the reality and may prevent our guests to leave our hotel unhappy. Unhappy guest definitely will never return back and will never recommend our property in (Holidaycheck & Tripadvisor). Don’t neglect any guest comments which can cause problem inflation & guest dissatisfaction. The guest who complaints is most likely to return back and recommends our hotel if we handled his/her complaint properly. The steps to resolve a complaints: 1) listen! 2) Empathise! 3)Apologize! 4) Solve! Involve the related HOD! 5) Evaluate for Action Plan! Avoid the negative words or reaction while you handling any complaints such as (No, It’s not my fault, you should have told us earlier) . Thank the guest as without his complaint you might never know about it .

I cannot imagine that there is somene works at hospitality can say "it's not my fault", can be ? Even it is not really our fault or the guest exaggerates, or there are policies the guest must follow (although there is flexibility that we need to show) the language itself cannot be like that, all materlaistic damaged things or bad services can be forgotten by the guest but will never forget the human interfer and human communication like being nice , empathatic, understandable, and polite At the same time will never forget the staff memeber who makes the situation personal or who showes zero intention to take a step to help or even to lisen carefully. Always believe that the high professional, nice, emphatatic staff memeber are who make the hotel reputation not thr luxurious room or pool , and also the rude ones ,who cannot listen or apologize are who damage it in 2 seconds and destroy the efforts of the professional ones who made such efforts to make a perfect guest experience.