HOW TO HANDLE GUEST COMPLAINT?

OBJECTIVE

That guest issues are handled in a professional and efficient manner and that the team member takes ownership and attempts to resolve the issue at the time of the incident that feedback is given and follow up is done as soon as possible within a reasonable time frame.

POLICY

To ensure complaints are handled professionally.

To ensure complaints are turned in to opportunities.

To ensure complaints are followed up.

To ensure complaints are solved.

To ensure the reason of the complaint is avoided for the future.

PROCEDURE

Take to guest

Upon arriving on the scene, greet the guest by the name and get the full details on the issue. Say: “Good morning, afternoon or evening Mr. / Mrs. XXX, how may I help you?”

Listen carefully to the guest

DO NOT INTERRUPT the guest’s conversation/complaints and let the guest detail the issue.

Make notes while the guest is explaining the problem if it is appropriate.

Repeat all happen with guest promtly , simpathy with guest.

Apologize to the guest

Apologize immediately after the guest has finished, then you are sorry the guest is upset or distressed. Use:

“Please accept my apologies ...”

“I apologize, Sir”

“I deeply regret this has happened”

Repeat the issue in short to ensure you fully understand the problem

Show concern and be sincere

Make your conclusion and inform the guest

“Mr. XXX, what I plan to do is ...

“Would you agree if I ...”

“I would like to .....”

Thank the guest

Take it positively and appreciate the comments / suggestion.

“Thank you for telling us, Mr. XXX.”

“Thank you for bringing this to our attention”

“I am very glad you brought this to our attention

Take immediately action

Follow up promptly on the course of action you intend to take.

Notify the supervisor immediately.

Ensure good service and extra attention for the rest of the guest’s stay.

Organize training for staff involved to avoid the problem from happening again.

Follow up

Inform the guest of the action taken

If required: Refers to HOD/Asst. FB Manager only

Give FOC items.

Deduct from bill.

Collect business card and contact guest for follow up

Issue voucher

Invite guest personally

Future

Make sure that all complaints are logged in the diary to pin point any ongoing issues.