Presented by Dhiman Kanti Mridha

Complaint is to make protest. .What is Complaint? § § Complain is an expression of resentment or displeasure.

§ Most customers/guests/clients hate to complain and will put up with a lot before they will ever say anything.When doit people complain? More often is the result of a series of little § things that have been built up to a point where just one more thing make the customer snap. .

Timing is wrong.Why customersorcomplain? Quality of the product service may be § unacceptable. Wrong product is offered. Frustration due to the treatment they receive . § § § § § Choice is limited. Being ignored. .

Types of complaints: § § § § Guest complaints can be separated into four(04)categories of problems: Mechanical Problems. Service-related Problems. Attitudinal Problems. . . and Unusual Problems.

Good tracking methods will ensure timely service. but the speed of response. Mechanical complaints Even an excellent preventive maintenance program cannot completely eliminate all potential equipment problems. therefore. that the appropriate staff member be dispatched as quickly as possible with the proper tools to fix the problem promptly. Sometimes.Mechanical Problems ü Most guest complaints relate to hotel equipment malfunctions. It is essential. Effective use of a front office log book and maintenance work orders may help reduce the frequency of mechanical complaints. ü ü ü ü ü . the complaint is not about the mechanical problem.

This can be especially critical to maintaining solid guest relations. Guests should not have to listen to employees arguing or become a sounding board for employee problems.Attitudinal Problems ü ü ü Guests may make attitudinal complaints. Managers and supervisors (not guests) should listen and attend to the complaints and problems of staff. Guests who overhear staff conversations or who receive complaints from hotel staff members may also express attitudinal complaints. .

untidy rooms. phone difficulties. or ignored requests for additional supplies. office generally receives more service-related complaints when the hotel is operating at or near full occupancy. cold or ill-prepared food. lack of assistance with luggage. .Service-related Problems ü ü Guests may make service-related complaints when Service-related complaints can be wideranging and about such things as long waiting time for service. missed wake-up calls.

and so on. Front office management should alert front desk agents that on occasion through such orientation. bad weather. Nonetheless. ü ü ü . lack of public transportation.Unusual Problems ü Guests may also complain about the absence of a swimming pool. Hotels generally have little or no control over the circumstances surrounding unusual complaints. staff will be better prepared to handle an unusual situation with appropriate guest relations techniques and avoid a potentially difficult encounter. guests sometimes expect the front office to resolve or at least listen to such situations.

§ § § § § § . Where a staff member has forgotten to pass on a message. Where a member of staff has misunderstood the guest. § § Where the guest has been kept waiting. Where a guest feels that he is not getting VFM (Value for money). Where a guest expects something which is usually not provided. Where equipment and supplies are broken. damaged or missing.Where a causes complaints? Whatnumber of staff has failed to do something properly. Where a staff member has forgotten to do something.

§ § § A satisfactory result. To be believed.Customer's expectations in lodging a § To be treated complaint: courteously. To believe that management values them. Some one to take personal responsibility and make any necessary decisions to rectify the situation ( No passing of 'buck'). To believe that the problem will not be repeated. § § .

Set an approximate time for the completion of . Beware of guest self esteem. not on placing the blame and do not insult the guest by any means. Give the guest your undivided attention. Do not say no on the face of the guest and do not exceed your authority also. if possible. Use the guest's name frequent by and take the complaint.Handling of complaints: ü ü ü ü ü ü ü ü Listen with concern and empathy. avoid responsibility with hostility. Tell the guest what can be done. Stay calm. Concentrate on the problem. defensiveness and body language is important. Isolate the guest. saves time. Show a personal interest in the problem. offer choices. If some else gets involved. Also the guest is tend to slow down when they speaking faster and you can write. Take notes by writing down the key facts.

.Objective for handling of complaints: The objective is to ensure that every guest who has cause for dissatisfaction is impressed by the professional manner in which we handle his complaint.

Remember it is wrong to buy your way of trouble. § § § § .Steps toSay how may I help you? Try to guide away from other guest and staff. Display humility. Show concern. Give feedback to guests. Agree and take actions: Make sure you get his agreement to your proposed course of action. Do not justify: Avoid making excuses. Do not interrupt.You can also confirm that you have identified his needs correctly. Listen: Allow the guest to § § § Show sympathy: Apologize. Follow up and feed back: Make sure you follow up the actions taken to ensure that it is completed satisfactorily. Ask Questions: Make sure you know all the facts by asking questions . Avoid arrogance. be followed to handle Avoid conflicts: complaints: tell his story. Only give explanations to satisfied need for an explanation. Get his agreement. Take preventive actions to avoid re-occurrence of complain. If possible. invite him/her to sit down. Make a note. Try to identify his needs.

They enable us to prevent re occurrence of the event. They identify training needs. They prevent complacency by providing an objective 'eye'. They provide free market research. They reveal weaknesses in standards and systems. complaints : § § § § § § § § § § § They provide free quality control.Benefits derivedviews and the guests They highlight guests' from needs. They highlight priorities. . They provide information about competitors. They can be a means of getting company approval for capital expenditure. They provide free auditing.

They can be used in staff/management appraisals. They give derived from the guests complaints : sales opportunity. § § § § § § § § . They lead to increased profitability. They can be used to develop the management team. They should be used to develop staff morale and inter-departmental communications. They provide feedback on staff/management attitudes. They provide an extra § § § They allow retaining a customer. They provide means to monitoring suppliers' standard. They develop the social skills of management and staff. They involve the senior management in hotel problems.Benefitsan additional opportunity for guest contact.

§ § .Facts/effects of complaints: § For everyone person who complaints there are at least five others who keep quiet and all these six will tell at least six persons each. Finding new customers is not easy and it costs four to five times more money than it does to look after an existing one. So one complaint may mean thirty six lost customers. One satisfied person would speak to three others about their satisfaction and may bring three new customers.

What are the effects of complaints? 2. State the steps to be followed in hotels for handling complaints. . 3. What do you understand by Complaint? State about the different types of complaints generally encountered in hospitality industry with suitable examples? “ Complaints are sales opportunities and not threats”-justify this statement with proper arguments.Possible questions from the topic: 1.

Topic is available in: Front Office Management By Sushil Kumar Bhatnagar-page no350 to 353   Front Office procedures by M.L.Kasavana & R.Brookspage No-235 to 240 Thank you. see you all in the next class.M. .