In a hotel or restaurant everyday hundreds ofguests come and go.All are different.They come from different countries, possesdifferent levels of education and most importantlyeach carries different personalities.It is you, as a hotelier, have to handle all types ofguests.
According to the expressions ofthe complainer guests, we canclassify them into thesecategories.
•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 theirlogical arguments.Their expression remains cool all the time and they have goodpersonality.Such guests are quite easy to handlebut sometimes you may found quiteirritating 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 rememberevery 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 yourbusiness.They don’t care anything.Express their emotions loudly with wickedlanguage, behave rudely and try to gatherpublic 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 nopoint to play with fire rather put water on fire to stop it. Your calmapproach is like putting water on fire.)Isolate the guest. Offer him to talk in a corner. Suggest them to setdown. Human psychology is such that when we sit we become lessaggressive.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 theperson will become careful about his complaint and language and aswriting needs more time then speaking so there is a possibility thathe 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, sometimeharshly question.Their total presence, body movement, gesture, posture, languagewill make you feel they are not happy withThe atmosphere.
In this case follow these steps:Before they complaint at you, approach to them and ask them “Iseverything all right Mr. / Mrs.………….. Or sir / Madam”.Try to find out why they are distressed. Sometimes for personalproblem people show agony with third person.If they are not satisfied with your service and facilities then followpreviously discuss tips to make them satisfied.To change their mood you can offer them freebies like free drinkor 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”