handling guest complain

1. 1
GUEST COMPLAINT HANDLING
UNIT- VI

2. 2
COMMON REASONS FOR
BEING DIFFICULT
 tired or frustrated
 confused or
overwhelmed
 defending their ego
 unfamiliar with
situation
 feel ignored
 under influence of
drink or drugs
 don’t understand
 in bad mood
 in a hurry
 other reasons…..

3. 3
Most Common Complaints...
 Wrong information
 Mechanical
Complaint
 Attitudinal
Complaint
 Service related
complaint
 Unusual Complaint

4. 4
Customer Complaints
 There may not be easy answer to solving
customer complaints, but there are some basic
rules by following that the organization will stand
a better than average chance of turning that
complaining customer into a permanent repeat
customer for the organization.
 Do not argue with a customer who is
complaining; assume he or she is correct,
because the customer may be right.
 Always listen with undivided attention to what
the customer is complaining about

5. 5
Customer Complaints
 Try to put yourself in the customer’s place; how
would you feel?
 Never raise your voice or yell at the customer, if
you are pleasant, you may be able to turn the
customer around.
 By objective and get all of the facts; try take out
the subjective statements the customer may be
making
 Show the customer you are concerned about the
situation.

6. 6
Six Steps in Handling Customer
Complaints
In dealing with customer’s complaints, there are
several steps to follow:
 Addressing the customer
 Giving attention
 Determining the solution options
 Finding answers
 Taking action
 Checking up

7. 7
Thumb Rules
 Listen carefully
 Show sympathy and concern
 Never argue with guest.
 Never try to win an argument.
 If required isolate the guest.
 Offer choices and never make false promises.
 Monitor the corrective measures.
 Follow up
 Unable to resolve problem inform the superiors.

8. Things To Remember
 Complaints are sale opportunities not a treat?
 Why should hotels encourage complaints?
 What are the means trough which hotel means
complain?
 What is thumb Rule?
8

9. BIBLIOGRAPHY
Front Office operation and Management by
Ahmed Ismail.
Front office Management and Operations by
Sudhir Andrews.
Front Office Procedures ,Social Skills, Yield
and Management by
Peter Abbot & Sue Lewery .
Front Office Management by S.K.Bhatnagar .
Hotel front Office Operation and Management by
Jatashankkar R. Tewari.