How to Handle Hotel Guest Complaints Smoothly?
Complaint handling from the guests is one of the core activities that any management of a hotel organization should undertake. Grievances, if well handled, may take an unhappy customer to become a faithful one, at the same time it can be a precious source of information for enhancing services.
10 Practical Ways on How to Handle Hotel Guest Complaints Smoothly
Here’s a comprehensive guide on how to handle hotel guest complaints smoothly:
1. Listen Actively
There is a process whereby the treatment of a complaint begins and this is by listening. Assume that if the guest is upset they simply cannot speak and allow the guest to freely voice their complaints. Ask questions to get a better understanding about their problem, and through your examples, use eye contact or verbal gestures.
2. Empathize and Acknowledge
Show the guest that his feelings are understood. Things like saying “I can just imagine how much you must be annoyed with this” or “I know you must have had quite a frustrating time”, can be very useful in reassuring the guest that they are being considered by the business.
3. Apologize Sincerely
Vouch for an apology regardless of the merits of the complaint. An apology helps to cool a person’s temper and shows that you are willing to fix the problem. Make sure that what you are saying is sincere and not just a lip service.
4. Stay Calm and Professional
Again, never compromise on courtesy to the guests no matter the fact that the guest is irate. Maintaining calm in such situations is helpful when dealing with the issue at hand and avoiding the situation from aggravating. One of the things that can be done is to educate all the staff on how to be polite and keep their cool when dealing with complaints.
5. Gather Information
Prescribe a number of questions to get to the root of the complaint. Compiling all necessary information enriches the understanding of the situation and the ability to find a solution for it. Writing down bullets ensure that you do not leave out key points that needs to be discussed.
6. Take Immediate Action
In as much as possible, make sure that the necessary action involving the patient is initiated immediately to address the problem at hand. Immediate replies indicate that much of the consumer’s time is precious and appreciated responsiveness means a great deal to the guest. In case the issue can’t be solved immediately, it is necessary to describe the measures that are being taken to address the problem and timeframes that will be required.
7. Offer Solutions and Alternatives
Proceed with demonstrating probable resolutions and offer the guest to select whatever is most convenient for them. Providing options makes the given decision more adaptable and reflects the manager’s willingness to take into consideration the guest’s choice. In addition, guarantee that the solution is satisfying to the guest.
8. Follow Up
After addressing the complaint, it is also important to communicate with the guest to let him/her know that he/she has been attended to. This follow-up can be in the person, by a phone call or through the mail electronically in an email. For instance, it demonstrates that you are attentive to the patrons and willing to ensure that they optimize their experience always.
9. Train Your Staff
Used as a sub-heading for the second recommendation: Train your staff in addressing the complaints received frequently. Real life like role-play could be a great way of preparing the staff on how to handle complaints without compounding the situation. Stress on relation building, listening, and solving skills.
10. Document Complaints
All the complaints & their solutions should be documented. The purpose of such analysis is to be able to pinpoint the most critical repeated cases and aspects. Recording of complaints also helps in checking slips and holding someone responsible or conforming to similar incidences in the future.
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Conclusion
Managing accommodation guests complaints properly involves the use of some appropriate attitude, prompt response and proper communication. Stopping clients from leaving unhappy, and instead, transforming a bad incident into a positive one is some of the actions that hotels should take. They should listen actively, empathize and apologize genuinely, and also offer solutions. Other suggestions as related to staff training, staff empowering and the use of other technology tools can all be fixing the complaint handling to be better for all guests. Subsequently, the concept of complaint handling should be viewed as a positive phenomenon, which can contribute to the enhancement of service quality and the subsequent loyal relationship between the guests and the hotel.