This document provides guidance on properly handling customer complaints with a step-by-step process. It advises to carefully listen to the complaint without arguing, apologize for the specific issue, take immediate action or refer the complaint to the appropriate person, and follow up regardless of who handles the complaint as the original point of contact. The goal is to resolve complaints respectfully and to the customer's satisfaction.

1. Handling Complaint

2. THE CUSTOMER IS ALWAYS
RIGHT
( EVEN IF HE/SHE IS
WRONG !)

3. THE MOST IMPORTANT THING
WHILE HANDLING
COMPLAINTS
IS TO DO IT THE RIGHT WAY
STEP-BY-STEP

4. LISTEN TO THE COMPLAINT CAREFULLY
Don’t argue with him Or start giving him
explanations
STEP 1

5. APOLOGISE
For the specific complaint ( do
not over apologize out of fear)
STEP 2

6. TAKE ACTION IMMEDIATELY
If the Complaint is to be referred to
someone else then give details of the
complaint to that person.
STEP 3

7. FOLLOW UP
Immaterial of who has eventually
handled the complaint you should
follow up as you are the person who
originally got the complaint.
STEP 4

8. • On Welcoming the guest for the first time: Hi! Mr. Smith, it is pleasure
to have you at The Eatery.
• On Welcoming a regular guest: Hi! Mr. Smith, It is pleasure to have you
back at Four Points by Sheraton.
• Suggesting seating to the Guest: Mr. Smith would you prefer sitting by
the window side or you may also make yourself comfortable on the sofa
set.
• On Seating the guest: (Pulling the chair) - Allow me Mr. Smith; I hope
you find the seating comfortable.
• On Seating the Repeat Guest: (Pulling the chair) - Allow me Mr. Smith
to take you to your favorite table Mr. Smith.
• If the guest is not happy with the seating: The moment I have a table
available in that section, I shall organize it for you Mr. Smith.
Standard Talk lines
F&B(S)

9. • Introducing the Station holder to the Guest: May I introduce Ashish, who will
be looking after your table.
• Station holder introducing himself to the guest: My name is Ashish and I shall
personally look after your table.
• When Serving Beverage: Announce the name of the Drink- Scotch with soda for
you Mr. Smith and Bloody Mary for you Madam.
• Enjoy your drink!
• When serving food: Announce the name of the dish- Spinach Crepes with
Mushroom sauce for you Mr. Smith.
• Whilst the guest is having his meal: I hope you are enjoying your meal Mr. Smith.
• If guest says Yes: Thank you Sir, the chef will be delighted to hear this.
• If the guest says No: I am sorry Sir, I will convey your feedback to the chef,
meanwhile may I offer you something else.
• On presenting the bill to the guest is having his meal: The bill will be here
shortly, may I have your comments on this form.
• On Departure: Thank you for your visit. We look forward to your visit again.
Have a nice day Mr. Smith.
Standard Talk lines
F&B(S)

10. • Entering the Guest Room for Servicing
• Ring the bell
• Wait for 10 sec... If no response.
• Ring the bell the second time. Wait for 10 seconds. If no response.
• Ring the bell the third time. Wait for five seconds. If still no response. You may enter the
Room after announcing “Housekeeping”.
• Announce while entering the room…
• Hi Mr. Smith. I am Birdhi from Housekeeping, May I service your room?
• Guest says yes: Thank you Mr. Smith It would take me around 20-25 minutes.
• While servicing the Room: How is your Stay going on Mr. Smith?
• How did you like your room?
• When service is getting delayed: Sorry for delay Mr. Smith, it will take another 5 minutes to
service your room.
• After servicing the Room: Mr. Smith your room has been serviced, may I get anything for
you.
• Guest says No: Very well Mr. Smith, when would you like your room to be serviced.
• Entering guest room for turn down service: Hi Mr. Smith I am Birdhi from Housekeeping.
May I offer Turn down Service for your room.
Housekeeping

11. • Responding to the Guest request: Hi Mr. Smith, the Dental kit you had
requested. Mai I place it in your room.
• Collecting Guest Laundry: Hi! Mr. Smith. May I collect your Laundry?
• Your laundry will be delivered to your room by 1800 hrs Mr. Smith.
• On Delivering Guest Laundry: Hi! Mr. Smith. Your Laundry. May I place them
in your room?
• Collecting Guest Shoes for Polishing: Hi! Mr. Smith. May I collect your shoes for
polishing?
• On Collecting the Shoes: Your shoes will be delivered within 15 minutes Mr.
Smith.
• Delivering Guest Shoes after Polishing: Hi Mr. Smith. Your shoes have been
polished/ cleaned as requested by you. May I place them in your room?
• Responding to the Guest request that you are not confident of: May I check
with my Supervisor & get back to you Mr. Smith.
Housekeeping

12. • On being thanked by the guest for a service: My
pleasure Mr. Smith. Is there anything else that I can get
you?
• When Helping with Luggage, Drawing the curtains,
Plugging Laptops or Approaching the guest for any
reason.
• Allow me Mr. Smith.
• On Departure
• Thank you for your visit Mr. Smith. I hope you enjoyed
your stay!
• We look forward to see you again.
• Have a Nice day Mr. Smith.
Housekeeping

13. • Entering the Guest Room for Attending to the complain:
• Ring the bell (announce your dept every time you ring the bell or knock the door)
• Wait for 10 sec... If no response.
• Ring the bell the second time. Wait for 10 seconds. If no response.
• Ring the bell the third time. Wait for five seconds. If still no response. You may
enter the Room after announcing “Housekeeping”.
• Announce while entering the room…
• Hi Mr. Smith, I am Rahul from Engineering.
• You made the complain for AC……… May I attend the complain?
• Guest says No: Very well Mr. Smith, when would you like your complain to be
attended?
• Guest says yes: Thank you Mr. Smith It would take me around 20 -25 minutes.
Engineering

14. • While attending the complain if getting delayed: I am
sorry for delay, it will take another 10 minutes Mr. Smith.
• After finishing the work: Mr. Smith your complain has
been fixed. Sorry for the inconvenience.
• Is there anything else I can do for you?
• Have a Good Day Mr. Smith.
Engineering

15. • Welcoming the guest:
• Hi Mr. George Welcome to Four Points by Sheraton The doorman
• How was your flight Mr. George? The receptionist
• While escorting the guest to his room:
• Mr. George this is 217 rooms Hotel. We have a multi cuisine restaurant with the name of
“The Eatery” and the Bar, with the name “Best Brews”. On the 2nd Floor we have a
swimming pool, gymnasium and the Sohum Spa. Your room will be at ………….. Floor.
• If the guest enquires about the timings : Mr. George, the Swimming Pool is available from
06.30 Hrs till 2000 Hrs. Massages & Spa is available from 8am to 10.30pm. And gymnasium
is available from 06.00 am to 10 pm. But please know that in case you need the Gymnasium
at any other time, we will be happy to serve you.
• Directing the way, till the room arrives (after getting out of the lift):
• Brief the guest about his room number and the view from the room.
• Mr. George your room number is 4424. This room will give you the …….. view.
• Mr. George your room number is 6608. This room is Pool facing.
• Mr. George your room number is 5524. This room will give you city view.
Front Office

16. • Briefing the guest to Operate the Key Card: Mr. George, this is your key and it
has to be inserted by the arrow pointing downwards.
• While guest entering to the room: Welcome to your room Mr. George.
• Briefing the guest about the room features: Mr. George, May I acquaint you of
the room features?
• -This is the Energy Conservation Slot- On putting the card in it, the electricity will
be ON.
• -“This is the Fire Escape Plan” and this is the closest exit from your room.-
Showing it in the plan.
• - Showing the wardrobe, Mr. George this is the Electric digital safe, which can be
locked/ unlocked with your Debit / Credit Card. (If necessary show a demo with
your card).
• - Show the location of the Iron & the iron Board.
Front Office

17. • - Here is the IRD Menu, Information about the Hotel, the House rule
manual.
• - Here are the Tea Coffee supplies. And two bottle of water which is
complimentary.
• - Mini Bar is staffed with cold drink, juices and chocolates. Menu list
is in the Drawer.
• - Temperature can be controlled by setting the up & down key. This is
the present temperature of the room.
• - This is wonderful view from your room, Mr. George.
• - The extra comfort bed is the specialty of Four Points by Sheraton.
Have a wonderful stay Mr. George.
Front Office

18. Security
Welcoming the guest on the Main Porch. While opening the Car door for the guest:
Salute Smartly. Hi, Mr. George, Welcome to Four Points by Sheraton.
When offering help to the guest/ or offering for Car Parking/ when helping with
Luggage or Material: Allow me Mr. George / allow me, Mr. George to park the car for
you.
Responding to the guest that you are not confident of: May I check with my
Supervisor/ Manager and get back to you Mr. George?
On being thanked by the guest: It’s a pleasure Mr. George. Is there anything else I can
get for you?
When you see the guest going somewhere (moving out of the hotel): Have a nice day
Mr. George.
When the guest asks his car to be brought: Certainly Mr. George, It will take around 3-
5 minutes.
On Departure: Thank you for your visit Mr. George. We look forward for your visit
again. Have a nice day.

19. Thankyou.