Complaints (how to handle)

Performance Standard
• Room Attendants are required to handle guest's complaints promptly
and make rectify accordingly.

• Serious complaints must immediately

be reported to supervisor.
The formula for correct complaints
handling is:-
1. Listen and Appear Interested When listening, make it clear that
you are paying attention and do not interrupt.
- e.g. "I'm very sorry."
2. Be Sympathetic and Keep Cool The first words you say to the guest
must be sympathetic.
-"I understood just how you feel."
3. Do Not Make Excuses Unless the guest really wants to know
the background information, do not explain.
- never make up unconvincing excuses.
4. Clarify the Complaint Ask questions
- but politely and nicely. Explain briefly why you need to have
additional information before you can rectify the situation.
- repeat what your heard.
- if you cannot handle the problem, then refer the guest to the right
department or report to your supervisor immediately.
5. Agree on a Course of Action When you have appropriately
sympathized with the guest and discovered the reason for the
complaint, then act to rectify the situation.
6. Follow-up Check whether the guest is satisfied.
Than You