.....

1. Handling An Angry
Guest
Presented By : www.gajananshirke.com
www.gajananshirke.com

2. Are You Expert Enough To Solve Your
Hotel Guest Complaints ? ? ?
 There is a certain amount of expertise required when handling customer
complaints in a hotel. Most of the time, the complaint comes to the hotel
receptionist, who should have the skill and knowledge to handle it effectively.
 It is not necessary a complaint does always have to be voiced, It can
also be unvoiced. Hence, hotel staff should be able to address both types of
complaints. It is important to remember that the hotel exists because of
the guests only and if guests no longer stay at the hotel due to dissatisfaction
then there will be no hotel. A part of the front office’s responsibility is to serve
the customer well and this is evident in the way they handle problem.
 Ahead are some tips that will help you how to handle customer complaints
at your hotel effectively and ensure customer satisfaction.
www.gajananshirke.com

3. Allow Your Customer To Speak
 It is important that you give a patient ear to the customer while he is complaining
and do not make an effort to interrupt. The customer is already angry and the
interruption will cause his or her temper to flare even further.
 Allow the customer to describe, in detail, the reason for their unhappiness with the
hotel or its service. The customer may yell and shout, but the front office staff should
never take it personally. Instead the staff should concentrate on resolving the issue.
While you can ask questions to understand the reasons better, it is important that you
let the customer speak out his mind.
 Ask open-ended questions if you are not clear about the issue and this will show the
customer you are genuinely interested in understanding their problem and resolving it.
It will help the customer calm down and speak more coherently. As a receptionist, you
should be aware of the difference between a genuine problem that requires solving and
a situation where the customer is venting his frustration. So, listen to the complaint
carefully to find out what is really troubling the customer.
www.gajananshirke.com

4. Guests Are The Best Advertisement Of Hotel
 Hotels should never forget that the best way to advertise their service is
through a satisfied customer. If a customer is dissatisfied, he will give
negative feedback and bad reviews about the hotel and its services.
 This will have far-reaching consequences, as many customers now use
online sites to provide feedback about hotels. Other potential guests read
this and use it to base their decisions on whether to use the hotel or not.
 On the other hand, if a customer leaves the hotel satisfied, not only will he
give positive feedback, he will return with friends and family the next time
he is in town.
www.gajananshirke.com

5. Respect Guests Whatever They Be
 Regardless of the customer’s race, language, appearance
or culture, he or she should be treated with respect and
made to feel valued and special. This should be
throughout all departments of the hotel.
 When you respect your customers, you will make
an effort to meet their needs, leading them to be satisfied.
www.gajananshirke.com

6. Handle The Complaints Smoothly
 When dealing with an irate customer face-to-face or over the phone,
it is important to be professional and courteous. Using a polite tone and
demeanor will let you show the customer that you are making an effort to
understand the situation and can help in defusing it.
 You should not show your nervousness, as this creates an impression of
uncertainty and adds fuel to the fire. By being calm and confident, you will
have a more positive effect. The fact that a customer approaches you should
be an indication that he believes you will be able to help and resolve his
problem. Also, handle the complaint positively. See it as an opportunity to
improve customer service rather than taking it personally.
 Give your customers alternatives and suggestions if a particular service is
not available. Try to convince the customer that you have made a note of
their suggestions and show your appreciation by telling them that you will
ask management to implement them as soon as possible.
www.gajananshirke.com

7. Put Yourself In Customer’s Position
 If you look at the situation or problem from the customer’s
perspective, you will be able to better understand their
frustration and/or anger. Even if you are not wrong or not
part of the problem, it is important you issue an apology to
the customer.
 The apology should be issued even if the customer is angry
and yelling at the top of his lungs. Empathizing with the
customer is a good way to handle customer complaints as it
shows them that you understand what they are going through.
It will help defuse the situation.
www.gajananshirke.com

8. Take Responsibility To Resolve
Customer’s Problem
 As much as possible, you should try to resolve the customer’s problem.
Remember, the customer has come to you with the hope that you can help
them out. This is the time to show them that you are willing to aid them.
Unless the situation is something you cannot resolve or address.
 Avoid transferring the problem to another person but, If you do have to
take the complaint to someone else then, stay on the call until the other
person answers, first introduce the caller and transition the situation then
after make sure that person understands the problem very clearly and is
now full of aware the customer’s name and problem.
 Never blindly transfer an angry caller, if the call is forwarded to a voicemail
box or gets disconnected, the customer will be more angry when they
call back.
www.gajananshirke.com

9. Ask Customer
To Suggest An Appropriate Solution
 Many times asking the customer to suggest an appropriate solution
can go a long way in diffusing the situation. Also, if the solution is reasonable
and you have the authority, you can immediately act
upon it. If you do not have the authority, explain this to the customer and give
him a time frame within which his problem will be resolved.
 If the customer gives an unreasonable solution, be calm and explain why the
hotel cannot use it. Then give the customer an alternative to calm him down.
 It is important that you first apologize and then take action to resolve the
customer’s problem. This transition should be seamless. Immediately after
apologizing for the inconvenience caused, you should inform the customer of
steps you will take to address his complaint and how long it will take. This is
only possible if you listen to the customer’s complaint and understand it
completely.
www.gajananshirke.com

10. Follow Up The Problems With Customers
 Once a customer’s problem has been resolved, it is important
that you follow up with him or her to find out whether he is
happy with the solution. This will allow you to confirm that
the problem has really been resolved and that the customer
is now happy with the services of the hotel.
 A follow up also makes the customer feel special and this can
make a huge difference in the overall impression that the
customer has about the hotel. A follow up can build customer
loyalty and pave the way to repeat business.
www.gajananshirke.com

11. The Key Of Success
 The key to running a successful hotel is customer service.
A big part of this is addressing customer complaints and
ensuring that these complaints are resolved to the
customer’s satisfaction.
 Successful resolution will have a positive effect on
the customer, who will be more conducive to returning
to the hotel in the future, as the way the complaint was
handled and resolved makes the customer feel special and
shows him that the hotel is genuinely interested in keeping
its customers happy and satisfied.
www.gajananshirke.com