ASSIGNMENT 4

1. Some tips to deal with guests’ enquiries and complaints.

Here are some tips on how to handle guest’s enquiries and complaints:
• Stay calm and listen.
→ The first step to effectively handling guest complaints is to listen calmly. If a
guest is coming to you with a problem, it's usually because they want to be heard
and you need to hear them out.
→ Even if a guest is rude or screaming, you should always keep calm and not lose
his or her cool. It is imperative that guests are welcomed with a smile and politely.
When a guest is angry, try to find out the cause of the anger and then take steps to
resolve the problem.

• Be kind
→ In most instances, you can diffuse anger and frustration by remaining kind and
understanding.
→ A statement such as this from the get-go lets your customer know that you truly
care and that you are ready to listen.

• Acknowledge the issue

→ After you’ve heard them out, acknowledge the problem and repeat it back to the
customer. Paraphrasing what your customer has said and repeating it back to them
lets them know that you listened and that you understand what the problem is.
→ Acknowledging the problem does not mean that you agree with what the customer
has to say, it just means that you understand them and respect where they are coming
from.
You can say things like:
“I understand this must be very frustrating for you”
“If I understand you correctly…”
Then follow up with the paraphrased rendition of the complaint.
 • Find and offer a solution.
→ Tell the guest what can be the best done. Offer choices.
→ After you identify the type of guest you're working with and the true cause of
their complaint, find the most appropriate solution. An important part of handling
guest complaints is deciding which solutions are reasonable and appropriate for the
situation at hand.

• Make It Speedy
→ The faster you find a reasonable solution that everyone can agree on, the happier
your customer will be.
→ It’s important to be flexible here. While it’s important to follow your company
protocols and guidelines, it’s also important to be able to go the extra mile for your
customers.
→ Don't promise the impossible, and don't exceed your authority.

• Ask Questions
→ After you’ve listened to your customer’s complaint and the individual has had a
chance to calm down, now is the time that you can calmly start asking questions for
clarification.
→ Start a genuine conversation with your customer. However, it is imperative that
you do not ask questions that your customer has already answered.

• Apologize and Thank Them

→ Thanking your customer for reaching out with their issue will also show that
you’re always trying to improve your business. It demonstrates that you understand
where they are coming from and that you are ready to resolve the problem for them.

2. Describe the procedure of dealing with guest’s complaints

STEP 1: LISTEN TO THE COMPLAINT
→ It’s possible that the guests who are complaining may be angry or upset. When
emotions run high, it’s essential to remain calm and listen to your guests.
→ You need to thank the customer for bringing the matter to your attention.
STEP 2: EMPATHIZE AND APOLOGIZE
→ The next step is listening to empathize with your guests and apologize. Show that
you have a personal interest in the guest’s problem and acknowledge what they tell
you. Don’t blame anyone, make sure you concentrate on the issue

STEP 3: FIND THE ROOT OF THE PROBLEM

→ This may not apply to all complaints, but make sure you understand the real
problem. Some guests may be the type who are complex by nature to satisfy, so use
your judgment when finding a strategy that fits the given context.
For example:
• A complaint about the room being dirty. That is an obvious problem.
• On the other hand, a complaint about poor customer service needs some
question that is cause for further information.

STEP 4: SOLVE THE PROBLEM AND OFFER A SOLUTION

→ The next step is the problem-solving part. Give your guests solutions. Work with
the customer to negotiate a solution to their issue.
→ Tell your guests the approximate time of completion and monitor the situation.
To avoid problems in the future, you should not make promises that exceed their
authority.

STEP 5: ACT QUICKLY AND DELIVER ON YOUR PROMISE

→ Once you and the customer have agreed upon a solution, make sure it is delivered
and delivered in the shortest timeframe possible.

STEP 6: THE FOLLOW-UP

→ Contact the guest to ensure they’ve been taken care of, and the problem was
resolved to their satisfaction should be a minimum.
→ Send your guests a thank-you note acknowledging their loyalty to your hotel to
go the extra mile.
→ Encourage your customers to provide feedback and complaints so that they let
you know when there is a problem and give you the opportunity to resolve it.