COMPLAINTS AND HOW TO MANAGE GUESTS IN THE

HOUSEKEEPING DEPARTMENT
 

BY GROUP 4:
LORENZO DA COSTA (18101129)
L. ASNAN KURNIA ALHADI (18101127)
HULWATUL FITRIANI (18101123)
YOHANES DEBRITO SUHARDI (18101154)

SEMESTER III PROGRAM STUDI S1 PARIWISATA

SEKOLAH TINGGI PARIWISATA MATARAM
2019/2020
 CHAPTER I
PRELIMINARY

Hotel is "a company that provides services in the form of accommodation

(lodging) and serves dishes and other facilities in the hotel to the public, which meet the
requirements of comfort and commercial purposes" (Damardjati, 2002). At this time, the
need for hospitality services is very much in demand so that the hotel businessman
views the hotel not only as a place to stay but more than that, the hotel can also be used
as a place of business transactions, a place for banquets for guests and business
relations, or also as a place for special events.  In essence, the hotel aims to provide a
place for a while by providing services to consumers in the hope that guests feel
satisfied. 
The hotel is a business service that is quite complicated in its management,
which provides various facilities that can be used by its guests for 24 hours (for the
classification of 4 and 5 star hotels). In addition, the hotel business can also support the
activities of business people who are on a business trip or tourists when traveling to
visit tourist destinations, and need a place to stay, eat and drink and entertainment.
In order to prepare a clean and comfortable place to stay for guests, the hotel is
assisted by a department that is indeed tasked with and responsible for managing,
maintaining and maintaining the cleanliness of guest rooms that are staying overnight,
housekeeping departement.
Housekeeping Department, especially the room section, is responsible for
maintaining hotel guest rooms which include cleanliness, neatness, beauty, and comfort
of guests at the hotel. In addition to these important elements, the housekeeping,
especially the room section, is required to provide the best possible service so that
guests feel satisfied during their stay at the hotel and become repeat customers.  The
hotel provides many facilities to pamper its customers by providing a sense of comfort
and security so that customers feel at home. Therefore, rooms that are sold to guests
must be kept clean and maintained.
 In maintaining and maintaining the cleanliness of the guest bedroom,
Housekeeping Department, especially the room section, encountered many obstacles or
obstacles in carrying out their duties.  One of the many obstacles that was
encountered so that sometimes this is what makes some guests feel dissatisfied with the
services provided triggering protests on the service they receive.  Therefore, we will
explain how to deal with various guest complaints and what is usually the guest
complaints in general.
 CHAPTER II
CONTENT
 

There are various kinds of ways to conduct guest complaints, some are good,
some are rude and some are angry. However this type of complaint we are not allowed
to run away or let go of responsibility but in principle that we generally have to
succumb to be a guest will always be right.
Remember, that we need improvements for hotel developments in the future and
complaints are guest complaints and are the basis for the next service improvement.
 
Some principles that must be implemented in dealing with complaints are
as follows:
1. Remember that the guest is king and is always right (The guest is king).
2. Give him a chance to express any gossip in his heart.
3. Always friendly and accept the complaint well.
4. Although during the complaint guests may be somewhat rude, or provide facts
that are not true but still accept the complaint calmly.
5. Don't instruct even if we don't agree.
6. If he / the guest stands up, try well so that the guest sits quietly (invite guests to
sit in the lobby area chair)
7. If then it has subsided a little then start answering gently, while we show that we
have understood the problem.
8. Don't answer too fast.
9. Even though the guest hurts our hearts, don't comment or add anything so as not
to add to the heat of the issue / atmosphere.
10. Admit that we are wrong. This is very heavy implementation, but this will make
guests will be calm.
 11. Don't try to defend yourself and find excuses and don't try to blame other
people / departments. This will not reduce the atmosphere / resolve the problem.
12. Do something. Take notes and take notes while saying you will finish as soon as
possible.
13. Thank the guest for the complaint.
14. If we cannot handle the complaint (because the problem may be rather  difficult),
then it is better to convey / channel it to the supervisor by telling the guest to call
his supervisor so that the guest so that the guest talks with the supervisor.
15. If the incident is very difficult, usually the  guest will check out (leave) the hotel,
then the management will send a letter to apologize for the incident in addition to
other approaches so that the guest would forgive and while still coming to our
hotel.

A. COMPLAINT / COMPLAINTS

Complain is an expression that arises due to the difference between the

perception (what is seen) and the expectations (what is expected) of the
customer. Expressions / forms of dissatisfaction that require responses.
 

a) Complaint type      

 Facilities / Mechanical Complaint (complaints about facilities)

 Staff / Attitudinal Complaint (complaints regarding employee performance /

services)

 Service Related Problem (complaints about poor service)

 Unusual Complaint (specific complaints)

B. CUSTOMER / CUSTOMER

             
Customer / customer is a person who buys and uses the products and  services
that have been offered.
 
 
a) Types of Customers      

 Internal customers: people who are in the company whose services depend on the

company and have little choice / nothing to receive services from the company

 External customers: people in the company whose services are not dependent on

the company and do business with the company by their own choice  

b) Customer Type      

 Aggressive customer: customers who ask too many questions at length

 Meek customer: customers who don't complain much (gentle)
 High roller customer: customers who complain in a reasonable manner but are
not interested in a variety of reasons
  Customer rip-off: customers who are dissatisfied with the services provided for
the purpose of being noticed
 The chronic complainer customer: customers who are dissatisfied and always
judge that things are wrong.
C. COMPLAINTS HANDLING

 
a) . Procedure for Handling Complaints:      

1. Keep calm

2. Give customers the opportunity to express their complaints

3. Give customers full attention

4. Listen carefully

5. Avoid loud voices and harsh words

6. Avoid cutting off guest talks

7. Don't blame your co-workers and management

8. Don't blame the situation

9. Don't blame the guest

10. Ask questions

11. Correcting problems, don't argue and don't say disagree

12. Apologize for an unpleasant incident

13. Receive complaints attentively

14. Show the guest that we are ready to follow up on his request / ask for clarity
from the boss

15. Resolve complaints quickly and accurately

16. Return to guests after they have done something either successful or failed   

17. Thank the guest for the constructive criticism that has been given

18. Apologize once more

b) Several types of complaints faced by guests while staying at a hotel and  how to
handle complaints:      

1. When guests check-in the rooms booked are not in accordance with the ones
previously booked namely 2 connecting rooms but at the time of check-in given 2
rooms are facing each other and guest complaints are not responded well by
the manager. These problems are included in service related problems and staff /
attitudinal complaints

2. When guests check-in rooms booked experience flooding with rain and are not
getting good treatment. These problems are included in facilities / mechanical
complaints and staff / attitudinal complaints.

3. When guests check-in the room booked is problematic namely noisy AC and the
sheets / bed sheets used are not clean.  Then the hotel provides a solution by
replacing new rooms but guests still complain because the rooms remain no
better than before. These problems are included in the service releated problem,
staff / attitudinal and facility / mechanical complaints

c) How Handling Complain:      

 Apologize for the inconvenience of guests while in the hotel

 Make a list of guest complaints, then enter in the guest history record
 Repeating guest complaints aims to clarify complaints and minimize
misunderstanding between officers and customers
 Notifying the plan of action to be taken to the customer
 Give the guest the opportunity to make a choice
 Show the guest that we are ready to follow up on his request / ask for clarity
from the boss
 Resolving complaints smart, fast and precisely
 Thank the guest for the constructive criticism that has been given
  Apologize again by promising guests that all complaints that have been
experienced will not be repeated. By repairing damaged facilities in the room and
providing job training to staff to improve performance and excellent service.

CHAPTER III

CONCLUSION

One of the supporting facilities for the advancement of the world of tourism is
the hotel, which is a means of accommodation for tourists. So that tourists who use
these accommodation facilities feel happy, comfortable and get satisfaction in receiving
service while staying at the hotel, the hotel must be managed professionally.
Housekeeping Department is a very important part of its position in a hotel,
because the housekeeping department is the part that is in charge and responsible for
maintaining cleanliness, tidiness, beauty, and comfort in all areas of the hotel.
Provision of clean, healthy and beautiful facilities is one of the main tasks of
housekeeping, so that guests feel comfortable staying at the hotel.  Every guest has a
complaint to the hotel service provider, so it must be served and received well because
we have the principle of "guest is king," so we must fulfill all our guests wishes
 REFERENCES

 http://gayatriyayak.blogspot.co.id/2015/12/makalah-house-keeping.html

 http://bloganaksma17.blogspot.co.id/2016/05/contoh-makalah-perhotelan-

housekeeping.html

 http://arnaldi-e.blogspot.co.id/2015/05/contoh-makalah-tata-graha-

housekeeping.html

 https://serbatriksatu.blogspot.co.id/

 https://hotel-management.binus.ac.id/2014/06/10/masalah-bedbugs-dalam-

housekeeping-department-di-hotel/