Complaint HandlingProfessional response by TMs who care

What exactly is a complaint ?

A problem needs solving

An emotional outburst when thing are not as expected

• Why Do People Complaint ???

- Don’t meet their expectations

- Delay in service

- Not received what was promised

- Having to repeat requests

- Complaints not handled properly

Complaints is the gap between, what the guest expects

& what the guest perceives

We get a second chance. We can find out what the guest really wants We find out what our strengths and weaknesses We have the chance to improve May prevent that the guest leaves our hotel unhappy

A complaint =

a present, because…

Standards about complaint handling

In groups, make a list of all Standards you know regarding complaint handling.

Present your findings to the rest of the team.

Timing: 5 minutes

Facts

Not all guests complain, even though they have reasons to do so.

It is more interesting to talk about negative hotel experiences than positive ones.

If we handle a complaint correctly, and listened well, we have a very high chance that the guest will choose our hotel again.

How can we encourage the guest to share their feed back

Comments from Guest Relations GSI & Holiday Check Ask how was the meal/stay/visit Look for body language

11 x Never

Never say : “No” or “It’s not my fault” Never say : “That is not my responsibility” Never say : “ You should have told us earlier” Never say : “All other guests were happy” Never say : “But we always do it this way” Never give a neutral reaction or ignore the complaint Never offer excuses or blame others Never be rude with a guest Never argue about who is right Never take the complaints personally Never dodge responsibility

• Handling Guest Complaints

Handling guest complaints in an efficient & effective way

Guest satisfaction Employee satisfaction

Repetitive business

More profit

Job become more easier

Low turnover

We will be no. oneIn the market

• Negative Reactions- Try to avoid negative reactions while handling guest complaints, which can cause problem inflation & guest dissatisfaction

- Try to avoid the following:

• Don’t talk down to the guest• Don’t take the problem personally• Don’t blame another employee &/or a department• Don’t blame the guest• Don’t argue back

- Your communication (words, tone of voice & body language)

Remember that you are not handling a problem,

You are handling a person

• Employees Reactions.

- We need to be aware of our reactions towards an irate guest, in order not to ignite the situation further.

- Here are the common responds for employees while handling an irritated guest :

- Responding submissively

- Responding aggressively

- Staying calm & rational

Remember that you will have to

treat people how THEY want to be treated,

not how WE want to be treated ....

Handling Guest ComplaintsThe LEASE ModelListen & Apologise

Empathise & Thank

Ask

Solve

Evaluate

LEASE

1- Listen & Apologise◦ Take the guest aside◦ Maintain eye contact◦ Listen for content as well as feelingsHow can you show you are listening:◦ Eye contact – leaning forward - nodding◦ Not interrupting◦ Repeating back what has been said◦ Taking notesThe apology should be:◦ Timely◦ Blameless (reason & excuse ) ◦ Understanding

LEASE

GOLDEN RULE: EVEN THE PROBLEM SEEMS TO BE SMALL

FOR YOU, IT’S A BIG PROBLEM FOR THE GUEST!!!

Listen carefully and take some notes

2- Empathise & thank the guest◦ Let guest know you care & understand◦ Use proper body language

◦ Show you have taken the problem seriously , calm the guest down show you have really listening to him.

◦ If you handled emotions you are halfway here

LEASEI can really imagine that ….

I understand you feelings….

I can appreciate….

GOLDEN RULE:SHOW YOUR INTEREST

Do: show your understanding and sympathy to the guest

Do not: smile or laugh while the guest is talking to you

Do: express your interest in what the guest say Do not: assume that you know what the guest is

going to say

Deal with guest’s feelings

GOLDEN RULE:ANY COMPLAINTS ARE VERY USEFULL FOR YOU AND THE

HOTEL

Do: thank him because without this complaint you might never know about it

Do: apologize only 1 time now and 1 time at the end of the conversation

Do not: blame the guest or anyone working in the hotel Do not: never blame any other Department

Thank the guest and apologize

3- Apologise / Ask◦ Say I apologise ......... ◦ Define the guest’s real need ◦ Check understanding◦ Ask open questions

What alternative can I offer you ?

How would you like you steak/ ….?

What can I do to put things right?

LEASE

GOLDEN RULE: TO BE AWARE OF THE PROBLEM AND NEVER

ASK THE GUEST TO REPEAT AGAIN WHAT HE/SHE SAID BEFORE!

Ask questions

4- Solve◦ Create alternatives◦ Involve the guest◦ Agree on solution win- win ◦ Set a deadline◦ Act - Do it NOW

LEASE

GOLDEN RULE:A QUICK AND RIGHT ACTION IS A QUICK AND

RIGHT SATISFACTION Do: inform the guest about your action is very

important to avoid any misunderstanding Do: ask for help if you don’t know how to

handle Do: make sure to locate the right person to

solve the problem and advise the guest who and when action will be fulfilled.

Take the action and Inform the guest, what are you going to do

5- Evaluate◦ Check if promised action is carried out ◦ Ensure guest’s satisfaction for example via a post

resolution call◦ Kill the problem from the roots to avoid recurrence.

LEASE

GOLDEN RULE: A WORD OF MOUTH IS NOT ALWAYS A

WORD OF GARANTE INFORMING ME MEANS YOU CARE ABOUT

ME!

Follow up and Keep the guest informed

NOW REMEMBER! 

THANK THE GUEST AGAIN AND APOLOGIZE ONE MORE TIME!

LEASE

Thank You