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Front office staff must know the following points :
Hotel Product Check List
Room number and location of each room : floor and access.
Type of accommodation available : single, double, twin, etc.
extra bed etc.
Additional facilities : Terrace, private balcony, Jacuzzi, etc.
Room facilities : Telephone, mini bar, channel music, fax machine, etc.
State of furnishings : Newly redecorated, good, poor, old fashioned, etc.
Fire emergency drill.
Hotel rates : per person, per day, per room, etc.
Details of tariff : Half board, full board, B.P., etc.
Special tariffs : High / mid / low season, festival season, discount rates.
Standing Arrangements :
Service charges.
Reservation deposit policy.
Price and service times of all meals in the restaurant.
Room and floor service facilities & charges.
Policy for pets and dogs.
Car parking, garage, petrol, car repairs facilities.
Telephone call charges.
Corkage charges.
Liquor, cigarettes and snacks service time and charges.
Cheque, travelers cheque and personal cheque policies.
Credit card policy
Travel agents and company business policy.
Hotel facilities :
Number and position of public cloak room, staircases, elevators, etc.
Position and amenities of lounge, TV room or reading room, restaurants, etc.
Opening and closing hours of bar, games room, health club, swimming pool, etc.
Provision for packed food, early dinner, late supper.
Banqueting and conference facilities.
Theater tickets, taxi hire, car hire, laundry, dry cleaning, etc.
Guest Complaint Handling
Guest may occasionally get disappointed or finds fault in services delivered by the hotel in
spite of utmost care taken by the hotel. When guest express their disappointment to a hotel
employees, most often front desk agent, known as guest complaints. When guests find it
easy to express their opinions, both the hotel and the guests benefit. The hotel is able to

know the actual or potential problem and takes the remedial measure to correct the same
where as the guest find the comfortable and hassle free stay at the hotel.
What Is Complaint?
An Expression of resentment or displeasure
To make a protest
When do people complain?
More often it is the result of a series of little things that have been built up to a point where
just one more thing makes the customer snap. Most customers hate to complain and will put
up with a lot before they will ever say anything
Why Guest Complains?
Quality of the product or service may be unacceptable.
Choice is limited
Wrong product is offered.
Timing is wrong
Frustration due to the treatment they receive.
Being ignored
What causes Complaints?
Where a member of staff has failed to do something properly
Where the guest has been kept waiting
Where a member of staff had misunderstood the guest
Where a guest expects something which is not usually provided.
Where a staff member has forgotten to do something.
Where a guest feels that he is not getting Value for Money
Where a staff member has forgotten to pass on a message.
Where equipment and supplies are broken, damaged or missing.
Customers Expectation in Lodging a Complaint
To be treated courteously
A satisfactory result
To be believed
Someone to take personal responsibility and make any necessary decisions to rectify the
situation ( No passing of Buck)
To believe that management values them
To believe that the problem will not be repeated.
13.4 Types of Guest Complaints
The guests complaints can be grouped in to four major categories like mechanical,
attitudinal, service related, and unusual complaints.
A mechanical complaint is the complaints related with the mal- or non-functioning of the
systems and equipment installed in the guest rooms like television, mini-bar, weather control,
channeled music, geyser, so on and so forth.
An attitudinal complaint is a condition when guest feels insulted by the rude or tactless
hotel staff. Guest who overhears the staff arguments or who receives the complaints from
the staff member of the hotel may also make attitudinal complaints.

Service related complaints arise when guest finds delay or fault in services provided by the
Unusual complaints are complaints over which you do not have any control, example there
is no golf course in your hotel, etc.
Handling Guest Complaints : Handling guest complaints requires the patience, skills of
empathetic listening, experience and decision making skills in the person handling the
complaints. Complaints should be taken care tactfully with honesty. If you are unable to
handle complaint immediately refer to your superior before situation moves out of control or
become worse. Generally a guest does not expect flawless services but, expects whenever
there will be a problem, same will be take care immediately by the hotel authority .Following
guidelines may be followed while handling guest complaints:
1. Listen silently without interruption with empathy.
2. Show concern and take complaints seriously.
3. Never argue. Remember guest is always right.
4. Never try to win argument, even though you may win the disagreement but the guest is
lost forever.(Remember that it requires more expenditure to attract a guest to patronize while
requires a little expenditure to make them a repeat guest)
5. Isolate the guest if possible so that other guests may not overhear.
6. Offer choices and never make a false promise.
7. Monitor the corrective measures.
8. Follow up and inform the guest about the solution.
9. If unable to resolve the guest problem refer to superiors.
Benefits derived from Guest complaint
1. They highlight guest views and needs.
2. They reveal weaknesses in standards and systems.
3. They provide free quality control.
4. They highlight priorities.
5. They provide free auditing.
6. They provide free market research.
7. They can be a means of getting company approval for capital expenditure.
8. They identify training needs.
9. They prevent complacency by providing an objective eye.
10. They enable us to prevent re-occurrence of the event.
11. They enable information about competitors.
12. They give an additional opportunity for guest contact.
13. They provide an extra sales opportunity.
14. They allow retaining a customer.
15. They should be used to develop staff morale and inter-departmental communications.
16. They can be used to develop the management team.
17. They develop the social skills of management and staff.
18. They provide feedback on staff/management appraisals.
19. They can involve senior management in hotel problems.
20. They provide a means of monitoring suppliers standards.
21. They lead to increased profitability.
Steps to be followed

The steps outlined below should be followed in order to ensure that the objective is
Avoid conflict
Say how can I help you?
ry to guide away from other guests and staff.
Allow the guest to tell his story
Do not interrupt
Try to identify his needs
Show Empathy
Show concern
Display humility
Avoid arrogance
If possible, invite him to sit down
Do not justify
Avoid making excuses
Only give explanations to satisfy an identified need for an explanation
Ask Questions
Make sure you know all the facts by asking questions.
You can also confirm that you have identified his needs correctly

Agree and take action

Make sure you get his agreement to your proposed course of action
Remember it is wrong to buy your way out of trouble.
Follow Up and feedback
Make sure you follow up the actions taken to ensure that it is completed satisfactorily.
Take preventive action to avoid re-occurrence of complaint.
Give feedback to guest

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