Complaints
As we know front office is a heard of a hotel.
Log book It is a journal in which important front office events and decisions are recorded for reference during subsequent shits.
Complaints. 1. 2. 3. 4. Mechanical Attitudinal Service-reladed Unusual
Mechanical • Usually concern problems with climate control, Lighting, electricity • Actions to reduce this complaints 1. Effective use of a front office log book 2. Maintenance work orders
Attitudinal • When the guests feel that they have been poorly treated by hotel staff • Actions to reduce this complaints Ø Managers should listen and attend to the complaints and problems of the staff problems.
Service- ralated • When guests faced with problems of hotel service. Such as long waiting time for service, untidy rooms, missed wake -up calls, cold or ill-prepared food. Usually happens when hotel is near full occupancy.
Unusual Example: bad weather, lack of public transportation, absence of a swimming pool. • Action for preparing staff for such complaints 1. Analyze possible complaints 2. Make a list of them 3. Give an instruction to the staff
Handing Complaints • Listen with concern and empathy. • Isolate the guest if possible, so that others guests won’t overhear. • Stay calm. Don’t argue with the guest! • Be aware of guest’s self-esteem. Show a personal interest in the problem. • Give the guest your undivided attention. DO NOT insult the guest. • Take notes • Tell the guest what will be done. DON’T promise the impossible, Don’t exceed your authority. • Set an approximate time for completion of corrective actions. • Monitor the progress of the corrective actions. • Follow up. Even if the problem was resolved by someone else, contact the guest to ensure that the problem was resolved satisfactorily.
You should keep the following resolution guidelines in mind when handing complaints: • Should not go alone to a guestroom to investigate a problem or otherwise risk potential. • Should not make expected your authority of ability of the hotel to deliver. • If problem cannot be solved, you should admit it to the guest early on. Honestly is the best policy. • Should be advised that some guests complain as part of their nature. You should develop an approach for dealing with such guests
Some advises of solving the problems with Guest Relations When the guest is complaining, you can do: Offer to the guest a glass of water Offer to sit Speak slowly Offer to the guest a specials ( gifts, discounts) Apologize several times
REMEMBER A GOLD RULE! GUESTS ARE ALWAYS RIGHTS!
Thank you for your attention!