The document outlines common reasons for guest complaints, such as delayed orders and poor service, emphasizing the importance of empathy and active listening in complaint handling. It provides do's and don'ts for responding to complaints, including the need to clarify the issue, avoid personal blame, and refrain from making false promises. Additionally, the document offers tips for staff, advising them to remain calm, apologize when necessary, and focus on factual information to resolve issues effectively.

1. Handling Guest Complaints

2. Reasons for guests to make complaints
Needs of our guests have not been met.
We have not worked to our own standard.
Delayed orders, guests are impatient.
Wrong order was served.
Billing was incorrect.
Not enough attention paid to guests.
We give false promises.
Mix-up in reservations.
Poor food hygiene.
Guests are in bad mood/having a bad day

3. Do’s and don’ts in handling complaints
Do listen carefully, do not panic and do not interrupt, let the speaker finish his or her complaint.
Do accept his or her feelings with empathy.
Do clarify the complaint by repeating it back in your own words, then ask what the guest would like
you to do. At this stage, be non-committed.
Take action if you can.
Thank the guest for bringing this matter to you.
Do not argue, saying “it is your mistake, not mine”.
Do not offer excuses like “ I have a bad headache”.
Do not blame others, “ it is my colleague’s fault”.
Do not take it personally, “why are you pointing finger at me?”
Do not make the customer feel small, “no one else complains. Why do you?”
Do not make false promises, “ I am sure that my manager will agree with you and give you 50% discount.”
Do not ignore or brush off a complaint.

4. Tips conducive to staff in handling guests’ complaints
Ignore personal remarks and insults as the guest is mad with the hotel, not with you.
Tell guests that you will help if they give you a chance.
Listen carefully, ask questions so you understand the problem.
Remember that you can not help if you have no facts.
Apologize when you know the hotel is at fault.
Try to remain calm at all times.
Be honest as you handle the situation.