TYPES OF

COMPLAINER GUESTS
IN HOTEL
In a hotel or restaurant everyday hundreds of
guests come and go.

All are different.

They come from different countries, posses

different levels of education and most importantly
each carries different personalities.

It is you, as a hotelier, have to handle all types of

guests.
According to the expressions of
the complainer guests, we can
classify them into these
categories.
•Intellectual Type:
Such guests are generally are older in age.

Generally they complaint in depressed mood with calm tone.

Intellectual guests try hard to be rational and beat you with their
logical arguments.

Their expression remains cool all the time and they have good
personality.

Such guests are quite easy to handle

but sometimes you may found quite
irritating too.
In order to deal with this group of people you should remember:

Listen their logic properly.

Know the facts properly.

Don’t rush to agree to apology first.

Be logical all the time.

Don’t promise anything you are not sure. They will remember
every single detail.

Don’t afraid on their cool calm voice and influencing personality.

•Offensive Type:

Sometimes a single offensive guest is well enough to hamper your

business.

They don’t care anything.

Express their emotions loudly with wicked

language, behave rudely and try to gather
public attraction.
Be prepared to take hard actions to handle such guests.

Don’t react aggressively.

Be friendly and try to handle with calm approach. (There is no
point to play with fire rather put water on fire to stop it. Your calm
approach is like putting water on fire.)
Isolate the guest. Offer him to talk in a corner. Suggest them to set
down. Human psychology is such that when we sit we become less
aggressive.
Keep eye contact.
Don’t interrupt. Let them show their emotions first.
Try to find the right moment to response.

Take notes of their complaint. (It will give you 2 advantages as the

person will become careful about his complaint and language and as

writing needs more time then speaking so there is a possibility that

he would calm down as the time progresses.)

If you can’t handle then refer to the superior one.

•Distressed Type:

Often you may find some guests who look not feeling comfortable.

Sometime they show anger, sometime remain silent, sometime

harshly question.

Their total presence, body movement, gesture, posture, language

will make you feel they are not happy with
The atmosphere.
In this case follow these steps:

Before they complaint at you, approach to them and ask them “Is
everything all right Mr. / Mrs.………….. Or sir / Madam”.

Try to find out why they are distressed. Sometimes for personal
problem people show agony with third person.

If they are not satisfied with your service and facilities then follow
previously discuss tips to make them satisfied.

To change their mood you can offer them freebies like free drink
or free deserts etc…..
Whoever your guests are, try to meet your standard.

As an hotelier all the time be prepare to serve any kind of guests.

Never forget the old saying

“Guest is always right”