Guest Compliant handling-

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  • 1. Handling Guest Complaints DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com
  • 2. A problem solved on time will definitely bring the guest back Make it easy for the guest to express his concerns
  • 3. There can be 4 types of complaints Mechanical Attitudinal Service related unusual
  • 4. The basic rules
  • 5. Not listening will not solve the problem Always! Listen with empathy
  • 6. Give your undivided attention Lack of attention will anger the Guest even more Maintain eye contact
  • 7. Stay calm ! Never… Get aggressive or flustered or pick up a fight with the Guest
  • 8. Apologize Express Regret
  • 9. Offer solutions Never make a promise which you don’t have authority to keep
  • 10. Inform the guest how much time it may take to resolve the problem Try to resolve the problem immediately…
  • 11. Act on the problem
  • 12. Monitor progress of the situation
  • 13. Follow up And check to ensure whether the guest is satisfied with the solution
  • 14. Remember !......!.....! Some guest are never satisfied, don’t let them effect you If problem cannot be solved ,admit it If the guest is very angry don’t try to resolve the problem alone
  • 15. DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com