This document discusses how to effectively handle guest complaints. It provides guidance on viewing complaints as opportunities rather than problems, actively listening to understand the real issue, apologizing and working to resolve the complaint, thanking the guest for bringing it to your attention, and following up to ensure satisfaction. Complaints should be seen as "gifts" that allow problems to be addressed before more customers are impacted or lost to poor experiences. Resolving complaints respectfully and completely is important for customer retention and positive word of mouth.

1. Mr.
Bill
Phone: 086 – 050 – 0379
E-mail: mrbillgreaves@gmail.com

2. Complaints
Complaints are gifts from guests
The complaint, like a gift, is a surprise that you do not expect.
The guest does not charge money for the complaint – it is free.
The guest tells about something that is wrong.
Often, the guest will tell what they think you should do to fix it.

3. Complaints
Complaints are gifts from guests
Unhappy guests often do not complain
but they never come back to the hotel.
If you get a complaint, about 25 other guests have had the same
problem but say nothing.
An unhappy guest will tell approx. 10 people about the problem.

4. Complaints
Complaints are gifts from guests
Unhappy guests often do not complain
but they never come back to the hotel.
If you get a complaint, about 25 other guests have had the same
problem but say nothing.
An unhappy guest will tell approx. 10 people about the problem.
A complaint lets you know that there is a problem.
If you can make the guest happy, they will enjoy coming back.
they will enjoy telling people about
how good and caring you are.

5. Complaints
Complaints are gifts from guests
A complaint lets you know that there is a problem.
If you can make the guest happy, they will enjoy coming back.
they will enjoy telling people about
how good and caring you are.
Your attitude can solve problems.
If you do not look forward to discussing a complaint, it will go badly.
If you think of the complaint as a gift, you will have a better attitude.
If you have a good attitude, the complaint will get solved and you and
the guest will be very happy.

6. Complaints
Needs of the Guest
When guests complain they want the cause of the complaint to be fixed.
The complaining guest is a person and has personal needs that need
fixing too.

7. Complaints
Needs of the Guest
When guests complain they want the cause of the complaint to be fixed.
The complaining guest is a person and has personal needs that need
fixing too.
Example:
Complaint: The TV remote control does not work.
Real problem: I do not understand the technology, please help me.
Complaint: The last time I stayed here, the reception people did not help
me.
Real problem: Am I important to you? Do you want me to keep staying
here?

8. Complaints
Needs of the Guest
When guests complain they want the cause of the complaint to be fixed.
The complaining guest is a person and has personal needs that need
fixing too.
To fix a complaint you have to do 2 things.
1. You have to fix the problem quickly and with an apology.
2. You have to make the guest feel important –
You must listen to the guest
You must understand the guest
You must show respect to the guest

9. Complaints
Resolving the Complaint
1. Provide guests with the opportunity to complain.
2. Give guests your full and undivided attention.
3. Listen carefully.
4. Ask key questions to fully understand the complaint
5. Agree that a problem exists; never argue.
6. Apologize for the problem.
7. Resolve the complaint.
8. Thank the guest for bringing the complaint to your attention.

10. Complaints
Resolving the Complaint
1. Provide customers with the opportunity to complain.
Remember – complaints are gifts.
do you really want many ex – guests saying bad things
about your hotel?
There should be complaint forms in the rooms
at the front desk
in the restaurant

11. Complaints
Resolving the Complaint
2. Give the guest your full and undivided attention.
There are 2 reasons for this:
1. You have to understand the complaint, to resolve it so listen
carefully
2. At this minute the most important person on planet Earth is the
guest who is talking to you.
If the front desk goes on fire and starts burning, you will not
notice.

12. Complaints
Resolving the Complaint
3. Listen carefully.
The same as point #2 but the guest must know that you are listening
carefully.
Make eye contact.
Nod your head.
Do not interrupt but make supportive noises – Uh huh, yes.
You must look like you care.

13. Complaints
Resolving the Complaint
4. Ask key questions to fully understand the complaint.
You MUST understand the problem.
Ask questions to make sure you understand.
Repeat what the guest says to make sure you do not misunderstand.
When you speak, use the guest’s name – remember: the guest is the
most important person on planet Earth.
When you speak, use ‘I’. ‘We’ represents a big (uncaring?) hotel. ‘I’
is a helpful, caring person.

14. Complaints
Resolving the Complaint
5. Agree that a problem exists; never argue.
You can never win an argument with a guest.
You do not want to win an argument with a guest.
You want to make the guest happy.
Show ‘empathy’, “I understand how you feel.”

15. Complaints
Resolving the Complaint
6. Apologize for the problem.
Remember, use ‘I’.
“I am very sorry for the problem you have had.”
‘I’ is a helpful caring person who believes that it is most important
that the guest is treated properly and respectfully.

16. Complaints
Resolving the Complaint
7. Resolve the complaint.
This can be the most difficult part of the situation.
Many times an apology and a promise that the problem will never
return, will be enough.
Some times it is a good idea to ask the guest if your solution is good
enough.
If the guest wants more than you can give, tell them that you have to
talk to your supervisor.
If you do that, make sure the guest knows exactly when you will get
back in contact.

17. Complaints
Resolving the Complaint
8. Thank the guest for bringing the complaint to your attention.
The complaint is a gift and must be appreciated.

18. Complaints
Guests who Complain
The Loud Aggressive Guest
This guest is angry.
Let him be angry – do not interrupt.
When you get a chance, ask questions that show you care and want to
help.
Keep calm and speak calmly.
NEVER get angry with the guest.

19. Complaints
Guests who Complain
The Hi So Guest
This guest is rich, wants the best and is happy to pay for it.
You must be very respectful.
Do not offer excuses for the problem.
Listen respectfully and ask questions to make sure you understand the
problem.
Politely offer suggestions to solve the problem.
Even better, ask the guest, ‘what do you think would be fair?’

20. Complaints
Guests who Complain
The Meek Guest
This guest is quiet and does not like to complain.
If this guest complains, there is a problem.
Listen very carefully and do you best to make the guest happy.

21. Complaints
Guests who Complain
The Chronic Complaining Guest
This guest is only happy when there is a problem.
Listen very carefully and ask a lot of questions.
Take a long time to talk to the chronic complaining guest.
Take even more time to apologise for the problem.
Sincerely promise that the problem will never happen again.

22. Complaints
Guests who Complain
The Rip-off Guest
This guest is always busy trying to find a problem.
When he finds one he wants compensation and a lot of it.
Ask a lot of questions to find out what the problem really is.
Make sure you know the hotel policy on compensation.
If you are not sure, pass the complaint on to your supervisor.
If the internet goes down for 5 minutes, you should not get a free room
for the night.

23. Complaints
Conclusion
The guest wants a problem fixed and he wants respect.
Always show respect.
Try to solve the problem as quickly as possible.
Try to do more than the guest expected – after the problem has been
solved, send an e-mail to ask if the guest is happy.
“Is everything satisfactory?”