HANDLING GUESTS’ COMPLAINTS

FRONT OFFICE PROCEDURE MANUAL / GENERAL

WHAT HOW WHY

Everyone at Le Royal Hotels has To act and follow up professionally, there are some key
the same goal: points to be aware of:
Pleasing the guest.
As the hotel employee, you will be  Whenever possible, speak with the guest "face to This is more personal (try to avoid the
involved with guest complaints for face"). telephone (if it is possible).
which you must take complete (If the complaint is received by phone, remain on the
ownership to act and follow up. phone).

Ask Open questions  Remain calm. NEVER ARGUE. Ask open ended To determine the guests needs.
questions, so that you have a complete picture of Try to get as much information as
the situation. possible, that way you will not have to
disturb the guest again requesting more
details.
Listen  Give the guest plenty of time to express
him/herself.

Show empathy  Sympathize with the guest's problem. Do not Try to put yourself in his shoes
worsen the guest any further saying that the (By agreeing with the guest you are
problem was their fault (even if it was). letting the guest see that
Use words like: "Exactly", "I understand", or "I you are "on his/her side")
realize how annoying/frustrating this must be for
you".

Try smartly to break the ice by  If possible, try to introduce something positive to create a positive space
injecting some positive areas about the situation, without sounding as you are
trying to change the subject.
"Apart from the missing suit, were all of the other
items returned?"

Take ownership  Make them feel that you are going to rectify the As the guest has two needs at this point:
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 HANDLING GUESTS’ COMPLAINTS
FRONT OFFICE PROCEDURE MANUAL / GENERAL

problem. 1. To have action taken immediately

2. To be aware that action is being taken

Reflect credibility  Assure the guest that you will handle the problem Getting the guest to say the word "yes"
personally and that you will get back to him/her at this point is a positive step.
as soon as you have the solution.

 If you are unable to complete this before the end This will make him/her more
of your shift, giving the name of the person who comfortable about the handling of the
will continue the follow up with the guest should situation.
be the case. It is critical that all relevant
information be communicated to the other
employee, and advise him/her that the guest may
call asking for him/her.

Seek assistance  If you are unable to solve the problem, ask for But never tell the guest that you will
assistance from a department head or MOD. refer back to your manager as you will
loose your credibility.

Communicate  Have a brief of the situation/solution entered into Complaints must be handled efficiently.
guest history (PMS profile) and Communicate
what happened, in a constructive and professional It will be useful for future visits.
manner, with all the employees involved. so that the situation is not repeated

Send an apology letter  The situation can be closed in a positive way by Depending on the severity of the error
writing a sincere note of apology and depending
on how upset the guest was you may want to send
a complimentary amenity to the room (i.e. house Check the giveaways policy, and the
champagne, fruits, flowers…) empowerment given to each.

 Make sure note is included with the amenity. To gain the guests satisfaction.
i.e.
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 HANDLING GUESTS’ COMPLAINTS
FRONT OFFICE PROCEDURE MANUAL / GENERAL

"Dear Ms. _____, I am terribly sorry about the error with

your pressing this morning. I can assure you such
situations rarely happen. Please accept this champagne as
a token of our apology.
Please let me know if there is anything we may do for
you.
Sincerely, _____"

General Notes  Once the solution has been established, apology You do not want to keep reminding the
made, and the guest is pleased do not continue guest about the problem. You want them
apologizing. to depart ONLY with good memories.

 Should the situation require financial They will advise you on what
compensation to the guest for the lack of service compensation will be and what to tell
or damage/loss of guest's property, notify the the guest.
relevant department head or Duty Manager (if As you should not offer any financial
situation occurs during off-hours). compensation without getting a written
approval

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