Power point

1. How to Handling Complaint
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2.  Unfriendly staff or lack of a warm greeting.
 Pushy servers.
 Excuses by the servers.
 Lack of courtesy by servers.
 Unhelpful attitudes of servers.
 Overly friendly servers.
 Not giving enough responses to guest requests.
 When the servers are not available to take requests. And guest has
to wait for servers to return to the table.
 Food not been delivered on time.
 Un hygienic cutleries and crockery used.
 Unacceptable noise levels.
 Cramped dining area.
 Non responsive attitude of management for complaints etc.
‘Why Guest complaints?’
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3.  Calmly and patiently listen and empathize.
 Any complaint received is to be dealt with by the appropriate
Department Head and reported to the Resident Manager.
 It is imperative to ensure prompt, efficient and courteous action to any
complaint received.
 Initiate the required service recovery steps immediately.
 The correct approach to the customer is the key to success. The staff shall
not be servile but anticipate the guests.
 A careful watch shall be kept on the guests at all times during the meal
without being obvious.
 Care shall always be taken when dealing with a difficult customer.
 Never argue with a guest as it only aggravates the situation but refer all
complaints to the designated superior.
 All written complaints (online or by letter) must be investigated and
answered promptly. They shall be handled by the Food and Beverage
Manager and brought to the attention of the Resident Manager and/or
General Manager.
Handling Guest complaints
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4. Delhindra/ cheqtrainer.blogspot.com

5. Types of guests
 Intellectual Type
 Offensive Type
 Distressed Type
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6. Intellectual Type
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7.  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 their logical arguments.
 Their expression remains cool all the time and they
have good personality.
 Such guests are quite easy to handle but sometimes
you may found quite irritating too.
Guest Characteristic
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8. How to Handling
 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
remember every single detail.
 Don’t afraid on their cool calm voice and influencing
personality.
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9. Offensive Type
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10. Guest Characteristic
 Sometimes a single offensive guest is well enough to
hamper your business.
 They don’t care anything.
 Express their emotions loudly with wicked
 language, behave rudely and try to gather
 public attraction.
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11.  Don’t react aggressively.
 Be friendly and try to handle with calm approach. (There is no point
to play with fire rather put water on fire to stop it. Your calm
approach is like putting water on fire.)
 Isolate the guest. Offer him to talk in a corner. Suggest them to set
down. Human psychology is such that when we sit we become less
aggressive.
 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 the
person will become careful about his complaint and language and as
writing needs more time then speaking so there is a possibility that
he would calm down as the time progresses.)
 If you can’t handle then refer to the superior one.
How to Handling
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12. Distressed Type
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13.  Often you may find some guests who look not feeling
comfortable.
 Sometime they show anger, sometime remain silent, sometime
harshly question.
 Their total presence, body movement, gesture, posture,
language will make you feel they are not happy with
 The atmosphere.
Guest Characteristic
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14.  Before they complaint at you, approach to them and ask them
“Is everything all right Mr. / Mrs.………….. Or sir / Madam”.
 Try to find out why they are distressed. Sometimes for personal
problem people show agony with third person.
 If they are not satisfied with your service and facilities then
follow previously discuss tips to make them satisfied.
 To change their mood you can offer them freebies like free
drink or free deserts etc…..
How to Handling
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15. “Guest is always right”
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16. Delhindra/ cheqtrainer.blogspot.com