it is undoubtedly a challenge for hotel managers to receive the guests who come to complain. In order to satisfy the guests and not be too nervous, we must master some procedures, methods and art of handling guest complaints.

1. Be mentally prepared

In order to handle the complaints of guests correctly and easily, first of all, you should be psychologically prepared. We should establish the belief that "the guest is right and the customer is God". Generally, guests complain only as a last resort. So, think about this problem in the hotel from another angle. How do you feel? Moreover, in the hotel industry, we all follow a principle: even if the guest is wrong, he should be regarded as right, otherwise, it will destroy the harmonious relationship between the two sides.

2. Listen carefully to the guest's narration

When the guest narrates, he should concentrate on listening and ask questions in time, so that he can find out what happened in a short time and improve the efficiency of handling affairs.

(1), let the guest finish, don't talk at random, casually interrupt the guest's story.

(2) Pay attention to intonation, tone and volume when speaking to guests.

(3), the expression should be serious, and you can't laugh casually and let the guests misunderstand.

3. Key points of recording

During the guest's narration, the key points such as the contents of the guest's complaint, the guest's name, room number, etc. should be recorded, so as to provide information and original basis for solving the problem in the next step. At the same time, this is also to show the guests that the solemn attitude they take on behalf of the hotel is to put the joys and sorrows of the guests in an important position and put the interests of the customers first.

4. Show sympathy and understanding for the guests

In the process of the guest's narration, you should think of the guests, show understanding for the feelings and reactions of the guests, and comfort the guests with gentle language, but don't rush to take the problem to yourself, only show sympathy for the guests' experiences as friends.

5. Tell the guests about the measures to be taken and ask for their opinions.

According to the nature of what happened, quickly determine a solution, propose a solution to the guests and ask for their opinions.

6. Explain the time needed to solve the problem to the guests truthfully

The staff responsible for solving the problem will estimate the time to solve the problem according to the ease of the problem, preferably a specific time, and then tell the guests.

7. Solve the problems reflected by guests in time

Except for a few people, the ultimate goal of guest complaints is to solve problems. Therefore, complaints to guests should be solved in time. If necessary, please ask relevant personnel to assist.

8. Pay attention to the handling result

Employees who receive complaints often can't directly solve the problem; However, the results should be tracked and paid attention to to to determine whether the problems of the guests are solved.

9. Ask the guest's opinion on the result of complaint handling

After solving the complaint, you should contact him again. Thoughtful service and care will make the guests feel that the hotel is very concerned about them and attaches great importance to their complaints, thus leaving a good impression on the hotel.