Key Steps to Managing Guest Complaints
Whether a guest
is at the front desk, on the telephone or on Facebook, there is a common
approach to managing complaints effectively. When a guest is upset, you want to
calm them down, get them thinking clearly and rationally, and turn their
perceptions of you and your hotel from negative to positive.
For best
results, follow these steps:
·
Listen carefully to the feedback.
Don’t interrupt, even if you have an immediate solution. Often people need to
vent and will be calmer and more reasonable once they have done so.
·
Ask questions to ensure that you
fully understand the problem.
·
Show empathy by putting yourself in
the guest’s shoes. How would you feel if this happened to you? Traveling can be
tiring and stressful, and hotels can be intimidating and confusing. Say, “I
understand, and I’m here to help.”
·
Offer an apology. Simply saying “I’m
sorry” can do wonders to calm a guest down. Even if your hotel isn’t directly
at fault, you can express regret that the guest is disappointed or upset. If
appropriate, provide a brief explanation - but no excuses.
·
Offer options. Rather than impose a
solution that might not work for the guest, work together to find a solution.
Offer a few options and ask the guest which they prefer.
·
Follow up. Once you agree on a
solution, explain how you will follow up. Follow through on your promises,
bring the matter to the attention of staff and management, and make a note on
the guest’s profile. Later, follow up to make sure the guest is satisfied with
the outcome
Types of Guest
Feedback Channels
For
hotels, there are three main types of guest feedback channels: in person, on
the telephone and electronic. Each channel requires a different approach, using
three types of communication.
Guest
Feedback Channels
IN
PERSON : Visual, Vocal & Verbal Communication, Appearance, Voice
& Words
ON
PHONE : Vocal & Verbal Communication ,Voice & Words
ELECTRONIC
: Verbal Communication, Words
Communication
Cues
When
responding to feedback on any channel, it’s important to be aware of triggers.
Triggers, or negative communication cues, are things an employee does or says
to anger, irritate or frustrate the guest, thereby escalating a situation from
bad to worse.
As an
employee, you have triggers too. Guests can say things to make you frustrated
or upset. It’s important to be aware of your triggers and to work hard to
remain calm, courteous and professional. Positive communication cues have the
opposite effect of triggers. They are the things you do and say that calm
guests down and get them thinking rationally. Positive communication cues
convey to guests that their concerns are being heard and taken seriously and
that you are trying to help them.