Handling Guest

Complaints
 Reasons for guests to make
complaints
Needs of our guests have not been
met. We have not worked to our own
standard. Delayed orders, guests are
impatient.
Wrong order was
served. Billing was
incorrect.
Not enough attention paid to
guests. We give false promises.
Mix-up in
 Do’s and don’ts in handling
c o m p la i
n ts
Dolisten carefully, do not panic anddo not interrupt, let the speaker finish his or her
complaint. Doaccept his or her feelings with empathy.
Doclarify thecomplaint by repeating it back in your ownwords, then ask what the guest
would like you to do. At this stage, be non-committed.
Take action if you can.
Thank the guest for bringing this matter to you.
Do not argue, saying “it is your mistake, not
mine”. Do not offer excuses like “ I have a bad
headache”. Do not blame others, “ it is my
colleague’s fault”.
Donot take it personally, “why are you pointing
finger at me?”
Donot makethe customer feel small, “no one
else complains. Why do you?”
Donot makefalse promises, “ Iam sure that my manager will agree with you and give you 50
discount.” Donot ignore or brush off a complaint.
Tips conducive to staff in handling guests’
complaints
Ignore personal remarks and insults as the guest is madwith the hotel, not
with you.

Tell guests that you will help if they give you a chance.

Listen carefully, ask questionsso you understand the

problem. Remember that you can not help if you have no

facts.

Apologize whenyou knowthe hotel is at

fault. Try to remain calm at all times.

Be honest as you handle the situation.