This document provides guidance on handling guest complaints at hotels. It notes that resolving issues quickly will encourage return visits. There are four main types of complaints: mechanical, attitudinal, service-related, and unusual. The key rules are to listen actively with empathy, apologize, offer solutions within your authority, follow up to ensure satisfaction, and admit when a problem cannot be solved or get a manager if a guest is very angry.

1. Handling Guest Complaints

2. A problem solved on time will definitely bring the guest back Make it easy for the guest to express his concerns

3. There can be 4 types of complaints Mechanical Attitudinal Service related unusual

4. The basic rules

5. Not listening will not solve the problem Always! Listen with empathy

6. Give your undivided attention Lack of attention will anger the Guest even more Maintain eye contact

7. Stay calm ! Never… Get aggressive or flustered or pick up a fight with the Guest

8. Apologize Express Regret

9. Offer solutions Never make a promise which you don’t have authority to keep

10. Inform the guest how much time it may take to resolve the problem Try to resolve the problem immediately…

11. Act on the problem

12. Monitor progress of the situation

13. Follow up And check to ensure whether the guest is satisfied with the solution

14. Remember !......!.....! Some guest are never satisfied, don’t let them effect you If problem cannot be solved ,admit it If the guest is very angry don’t try to resolve the problem alone