How hotels handle guest complaints, several steps for hotels to handle customer complaints

Principle, care with heart, listen quietly to pour

Hotel complaints are a very common phenomenon, so how should hotels deal with customer complaints? What are the steps?

01 After receiving the customer's complaint in the hotel, you should first patiently listen to the customer's complaint because of the reason of the eggplant, and you should also think about it in a different way, give the customer comfort, and don't quarrel directly with the guest brother, so as not to have the opposite effect.

02 After receiving the customer's complaint, you should also investigate carefully, and you should also tell the customer how much time it takes to deal with the complaint, and you need to be careful and careful in the process of investigation, and don't be perfunctory.

03 If there are customer complaints, remember not to communicate with the other party in a crowded place, but should find a quiet place to communicate and talk, and wait until the investigation is over, you should also ask the customer's wishes to see if this is feasible, and you can also give customers preferential treatments, or give snacks and so on.

04 After the complaint is handled, you should also do a good job of dealing with the aftermath, clearly record all the records, and transfer them to the superiors, and resolutely do not have similar complaints.

Method Steps:

1, the hotel's business is of course to improve their own service quality, while improving the grade and scale of the hotel, for the current accommodation guests, but also hope that their accommodation environment is good, there is a high-quality accommodation service, so every hotel needs to improve the most is their own service quality.

2. The hotel is a guest's choice to live, in order to have a good business for their own hotel, the attitude and service quality of the guests should be of high quality, so many hotels have strict training in this area, but even if the training and quality service are inevitable, there will be guest complaints, how to deal with it at this time, so as not to affect the reputation of the hotel, is a very important thing.

3. The first principle of handling complaints is to sincerely apologize and then listen to the guests. This is a basic principle, [the guest is always right] This is a mantra of the hotel waiter, generally the guests who come to the hotel are for some reasons, put forward opinions, so as long as everyone apologizes very seriously and listens to the opinions of the guests, the average person will quickly understand.

4. When the hotel deals with guest complaints, it is necessary to grasp the psychological reaction of the general guests, and to understand the psychological requirements of the guests, the general hotel complaints of the guests are basically three mentalities, namely to vent, respect, and compensation, we must take according to the specific situation, comfort the guests, regulate the emotions of the guests, and try to give the guests a reasonable deal with things.

5. When we deal with hotel guest complaints, we should know that the purpose of the guests is ultimately to solve the problem, so we should immediately deal with the complaints of the guests, and if necessary, ask the superior management to come forward to solve the problem in person, so that we can solve the problem in the fastest time and achieve the purpose of maintaining the image of the hotel.

The crux of this case is:

1.Entering a room without the permission of the guest is considered illegal entry from a legal point of view.

2.For the genus.

Customers who have lost their items should no longer be allowed to enter the room to look for their items, because the room has already been moved in, and it has gone through two stages: staff cleaning and new customers checking in, and it is generally impossible to find the lost items in the room. There is also no evidence that the item was lost at the hotel.

Therefore:1Explain the situation directly to the new guest, tell the customer the importance of the lost item to the old customer, and at the same time indicate the hotel's operation mistake in the process, and sincerely apologize for this, and strive to gain the recognition and sympathy of the new customer.

2.If regular customers still want to look for items, and the hotel still has no results after helping to find and ask about the relevant people and venues, you can consider assisting the customer to call the police.

Of course, it is not possible for the hotel to do this, since someone has checked in, how can it lead others to forge ahead like this? Apologize to your guests sincerely!

Many people may tell you that of course you have to apologize sincerely, but you don't.

You can apply the Learn principle:

l stands for listen, which means that when the guest complains to you, you must listen carefully, nod your head from time to time, and have eye contact with the guest.

e stands for empathize, to show empathy for Ken, but not sympathy, just remember the phrase "If this happens to me, I will be very angry".

a stands for apolagize, this is about to apologizer on react to solve the problems encountered by the guests, which department belongs to the problem quickly coordinate n on behalf of notify, after the matter is resolved, tell your colleagues about the whole thing, so as not to repeat it in the future. And record the complaint in the guest's guest history, and pay attention to it the next time the guest comes.

1. Establish "the guest is always right".

Belief. Generally speaking, guests come to complain, indicating that there are problems with our service and management, and guests are reluctant to come to complain in person unless they have to, so we must first think about the guests and establish the belief that "the guests are always right";

2. It is necessary to grasp the three mentalities of complaining guests, namely, seeking venting, seeking respect, and seeking compensation.

Seeking to vent, the guest encountered an angry thing in the hotel, and was angry, not vomiting and unhappy, so he came to complain;

Ask for respect, whether it is software services, or hardware facilities, if there is a problem, in a sense, it is a sign of disrespect to the guest, and the guest comes to complain in order to save face and seek respect (sometimes, even if the hotel is not at fault, the guest will complain in order to show that his identity is different, or to "behave" in front of colleagues);

In order to seek compensation, some guests may come to complain whether the hotel is at fault or not, or whether the problem is big or small, although he may repeatedly emphasize that "it is not the problem of money", but the real purpose is not the facts themselves, nor is it to vent or respect, but to compensate.

Therefore, when receiving complaining guests, it is necessary to correctly understand and respect the guests, give the guests a chance to vent, and do not engage in unnecessary arguments with the guests. If the real purpose of the complaint is to seek compensation, it is necessary to see if you have the right to do so, and if there is no such authorization, you should ask the next level of management to come forward to receive the complaining guest.

3. Listen carefully to guest complaints and pay attention to making records.

Listen carefully to the customer's complaints, and do not interrupt the customer's narration or make random explanations.

In addition, it is necessary to pay attention to making records, including the content of the guest's complaint, the guest's name, room number and time of complaint, etc., to show the importance of the guest's complaint, and it is also the original basis for the hotel to deal with the guest's complaint.

4. Sympathize, understand and apologize for the unfortunate experience of the guest.

After listening to the guest's complaint, apologize for what happened to the guest (even if the guest is not exactly the truth, or the hotel is not at fault, but at least the guest feels uncomfortable and unpleasant);

At the same time, show sympathy and understanding for the misfortunes of the guests. This will make the guest feel respected, that it is not vexatious to complain on his own, and that it will also make the guest feel that you are with him and not talking to him on the opposite side, thus reducing the antagonism.

5. Deal with the problems reported by the guests immediately.

Ultimately the purpose of the customer's complaint is to solve the problem, so the customer's complaint should be dealt with immediately, and if necessary, the senior management should be asked to solve it in person.