HANDLING GUEST PROBLEMS

 
One of the greatest challenges in a hotel is to change and upset angry guests with a problem
into a satisfied, happy guest who will enjoy his or her stay and return to the hotel again.  Often
this is not easy.  It requires a professional employee to use the skills of:
 
1-Communication
2-Listening
3-Recognition
4-Channeling Emotions
5-Gaining Trust
6-Empathy
7-Job Skills and Knowledge
8-Problem Solving
 
SEPARATE YOURSELF FROM THE PROBLEM
 
One of the most difficult parts of dealing with an upset guest is not taking his or her anger
personally.  If you become angry or upset yourself, this starts a vicious cycle which creates more
bad feelings on both sides.
 
Think for a moment about a professional doctor who is a very nervous patient.  As the patient
becomes more nervous, the doctor understands what is happening and seems to become more
calm.  The doctor has learned to understand what the patient is going through and not to react
with the same emotions himself.
 
Remember that an angry, upset person needs your help, no matter how much he is raising his
voice or blaming you for this problem.
 
PROBLEM SOLVING
 
Giving recognition, showing empathy and controlling your own emotions are all necessary
ingredients to successful problem-solving.  When you use these skills and the following steps,
you will find the process rewarding.
 
Steps to Solving a Problem:
 
Determine the problem. Listen to the complaint. Ask questions to clarify the problem. Listening is
a skill which most people do poorly. They are thinking about what they are going to say. Or, they
are thinking about something else. Or, they are worried about the time.
If you concentrate on what the person is saying, the conversation will take less time. People who
do not think you are listening are going to repeat themselves and become even more upset and
demanding.
 
Show empathy for the person.
 
Mr. Khan, what seems to be the problem? The faucet in the sink leaks. That can be an annoying
sound. I am sorry that this has happened to you. Is it the bar sink or the bathroom sink? I
apologize that it was not properly fixed yesterday when you reported the problem."
 
Outline solution(s). Tell the person what you will do to solve his or her problem. If the
problem is beyond your ability to solve, contact the proper person (your supervisor or a member
of another department) and explain the problem to him or her.
 
Let me call the Maintenance Manager right away. I am sure that we can have the faucet fixed
immediately. However, if there is any difficulty, I will be happy to change your room for you."
 
Agree on the solution. Have the person state that the solution will be satisfactory and will
solve his or her problem. If he or she does not agree, proceed back to Step 2.
Will you allow me an hour to have the Maintenance Manager look at the problem?
 
Give a commitment.  Restate the action you will take and when you will take it.
 
All right Mr. Khan.  I will call the Maintenance Manager immediately and if the faucet cannot be
fixed, I will contact you within one hour.  Again, I’m so sorry for the inconvenience.
 
Follow through.  Be sure to do what was promised.  If other people are involved in the
solution. Follow-up to make sure that they live up to the commitment.  Check back with the
guest to ensure that they are satisfied.  (This gives some additional recognition.)
 
Mr.Khan, were you able to stop the leaking faucet in room? Mr.Khan room?”
 
Mr. Khan, I understand the faucet has been fixed.  Is everything satisfactory?
While all the steps are important, the most critical is follow-through.  If the promised action is
not taken, the guest will end up with three problems:
 
His or her original problem
His or her second complaint on the original problem and
His or her disappointment in the hotel employees’ inefficiency and broken promise.
 
That means that someone must now deal with two additional problems and three times
the original anger or frustration.  Thus, it is easier and time saving to FOLLOW
THROUGH!

Guidelines for Handling guest complaints

Front office management and staff should keep the following resolution
guidelines in mind when handling guest complaints.
When expressing a complaint, the guest may be quite angry. Front office staff
members should not make promises that exceed their authority.
Honesty is the best policy when dealing with guest complaints.. If a problem
cannot be solved, front office staff should admit this to the guest early on.
Front office staff should be advised that some guests complain as part of their
nature. The staff should develop an approach for dealing with such guests.
Top Ten ways of handling guest Complaints:
1. Listen with concern and empathy.
2. Isolate the guest if possible, so that other guests won't overhear.
3. Stay calm. Don't argue with the guest.
4. Be aware of the guest's self-esteem. Show a personal interest in the
problem,Try to use the guest name frequently.
5. Give the guest your undivided attention. Concentrate on the problem, no
on placing blame. Do NOT Insult the guest.
6. Take notes. Writing down the key facts saves time if someone else must
get involved. Also, Guest tends to slow down when they see the front desk
agent trying to write down the issue.
7. Tell the guest what can be the best done. Offer choices. Don't promise the
impossible, and don't exceed your authority.
8. Set an approximate time for completion of corrective actions. Be specific,
but do not underestimate the amount of time it will take to resolve the
problem.
9. Monitor the progress of the corrective action.
10. Follow up. Even if the complaint was resolved by someone else,
Contact the guest to ensure that the problem was resolved satisfactory.