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Guest Problems Bhm6

Guest Problems Bhm6

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Published by vickie_sunnie

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Published by: vickie_sunnie on Apr 23, 2010
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12/12/2013

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DEALING WITH GUEST PROBLEMS:
 
Problem means something which is difficult to deal with a normalcourse of action. In spite of best efforts FOM & staff unable tosatisfy the guest 100% always. Ideally guest problems should berectified before the check out so that the problems can be quicklycorrected. It shows that we have genuine concern with guest andguest will observe staff is acting on the hotel’s philosophy that “ourfirst priority is to serve the guest”Generally guest contact Front Desk in case of any type of problemthat arises anywhere in the hotel involving any department. Whilecheck out guest may frequently express concern about F&B relatedproblem to the front desk agent.When dealing with the problem one should posses’ good social skillsas well. The appearance & posture of the person also plays animportant role.
WHY GUEST COMPLAINS?
More often it is result of a series of little things that have beenbuilt up to the point when just one more thing makes thecustomer dissatisfied.
Guest may complain because he just having a bad day, he mighthave faced any transportation problems enroute to the hotel,which creates stress or frustration.
Some guest may seek perfection, as they are paying huge sum of money for the services. On other hand there are the few guestswho believe that complaints yield reduced charges or they mayget some sort of compensation or complimentary.
 
Sometimes there are problems which are beyond the control of FO personnel. Problems with the condition of the property’sinterior & exteriors.
SKILLS NECESSARY FOR DEALING WITH PROBLEMS:
 
A front office assistant should be:
Calm & helpful
 Tactful
Understanding
Empathetic (to show concern or sympathy)
The following checklist summarizes the key procedures tofollow when looking after a guest who has a problem.
1.Do not put your hand in the pocket, this shows carelessness.
2.
Stand straight and make eye contact & avoid crossing arms.
3.
Use your face to display empathy & confidence in your abilityto help the guest.4.Always behave in a calm and positive manner.
 
5.
 Take all the complaints seriously and try to act immediately onthe complaint. It satisfies the guest.
Guidelines when dealing with a guest’s problems:
1.
Find out & record the all information2.Identify the main problem3.Use your professional skills to identify different ways of overcoming the problem.4.Choose a course of action by discussing the alternative withthe guest. This may feel the guest happier.
5.
Give instructions to the relevant staff in order to rectify theproblem.
6.
Always check that the action has been carried out and theproblem solved.7.Re contact the guest to ensure that the guest is happy now.
8.
Record the problem & the appropriate action taken in therelevant log book. And FOM will make sure that the sameproblem will not occur again.
COURSE OF ACTION TO TAKE WHEN HANDLING PROBLEMS:
In some cases guest may indicate what action is required in order toresolve their problems. For example, a guest who has lost herluggage may be very pleased when you offer to contact the airlines

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