GUEST COMPLAINT
HANDLING
Vedant Hinge
HOT Front Office
Introduction:-
• A guest complaint means a any negative sentiment or feedback given by
unhappy guest.
• A complaint arise due to an obvious failure in the product or service provided
by hotel staff to the guest.
• A complaint made by a guest must be accepted as an opportunity to rectify
the issue and satisfy the guest. Also it helps to know the guests need and
change their experience into positive before the guest check-out.
• Every complaint must be handle effectively to win a guest’s loyalty for the
hotel.
Objective:-
• To understand effective ways to handle guest complaint to make guest
happy.
• To learn how to handle different type of complaints happens in
hospitality industry.
Types of various complaint :-
In hospitality industry guest complaint are classified into 4 main types.
• Mechanical complaint :- These are complaints caused by a
mechanical or equipment failure faced by the guest. For example, the
room AC not cooling, minibar not working, water leakage from the
tap etc are considered mechanical complaints.
• Service related complaint :- These complaints are caused by the guest
experience being affected due to the service provided. Every hotel sets
its service standards to achieve guest satisfaction. A lapse in service or
the service standard itself not being up to the guest expectations can
cause such complaints.
• Attitudinal complaint :- This type of complaint arises due to improper
service attitude of the hotel staff and should be considered by the
management as a matter of concern. These complaints can cause
serious problems for hotel.
• Unusual Complaint:-
Such complaints are most often beyond the hotel’s control.
However, it is still important that the staff receiving the complaint
listens patiently and sympathetically to the guest even if it cannot be
solved.
Usually, even the guest understands that the issue may be beyond the
hotel’s control but may be looking for empathy feel better.
SOP to Guest Complaint :-
In hospitality industry complaints are handled using; L.E.A.R.N. method.
1. L- Listen :-
Allow the guest to tell you the entire problem. Ask questions to
understand the issue better. Never interrupt the guest.
2. E- Empathize:-
Staff must understand how much the problem has affected to the guest.
And they should not Sympathize. Tell them how you would have felt about
the same problem.
3. A – Apologies:-
Offer a short & simple apology. Be genuine and heartfelt in the apology.
Assure resolution to the guest where possible. Staff should never hesitate
to apologies for their mistake and lack in service.
4. R-Rectify :-
As soon as the complaint is received staff must informed it to reporting
manager and take necessary steps to solve it. If the problem is big and can
not been solved try to offer alternate solution.
5. N- Notify :-
Once the complaint is resolved, take guest feedback on it and any thing
more can be done. Also, Update the issue in the complaint register.
Update the complaint in PMS in the guest profile history.
Challenges faced by staff while handling guest complaint:-
1. Inflexible and outdated systems:-
Very few organisations operates on new systems to solve guest complaints
therefore it becomes very hard to solve guest complaints. Therefore effective
and user friendly systems must be kept in use.
2. Inconsistent complaint management :-
Adding new communication channels may lead to inconsistent customer
service across various client interactions, especially when existing channels
are not working properly.
3. Changing business environment :-
Continuous changes in business environment is causing every day new
complaints are coming up. But some organisation are not ready with
strong complaint management system which causing problems in
complaint handling and making guest happy.
4. Follow up of the complainant :- As per one survey it has concluded
that very few organisation have proper follow up system once the
complaint is been solved. Having poor follow up always give chance for re
happening the same complaint again and again and may be with same
guest.
Initiatives taken by the staff to avoid complaints:-
1. Deploy new technology :- Implementing new technology always
helps the organisation. Because the easier it is for customer better they
handle the guest.
2. Do not make fake promises :- Always ensure that you are not making
any fake promises to the guest which you can not keep. Most of the
problems happens when any staff makes fake promises to make guest
happy.
3. Empower the staff :- Empowering your staff is the biggest asset any
organisation have. This affects the standard of service and complaint
management ability of the guest and these all
affects company’s success.
4. Effective internal communication :- It is always helpful to have good
internal communication to solve guest complaints. No matter what level
you are in an organization it’s important to keep your ear to the ground
and play a role in making improvements with the help of other
departments.
5. Log customer complaints :- By tracking and logging complaints no one in
your organization can use the excuse “I didn’t know that was a problem.” Also it
helps the organisation to keep track over if complaint is solved or not. Also helps in
taking care for not happening same complaint again.
Conclusion…
From above all the information we can conclude that;
1. In customer oriented industry it is important to have good and very
effective complaint management system to retain your customer.
2. Also, making your guest happy by providing appropriate service gives
continuous business to the hotel.
3. To solve any compliant we must follow the SOP and work accordingly.
4. And organisation must implement new technologies and give training
to their staff for solving guest complaints effectively.
THANK YOU….
