first, the significance of guests' complaints about hotels

Hotel employees should be fully aware that it is normal for guests to complain about hotels. In a sense, complaints are also a bridge between hotel managers and guests, which is a good thing and a bad thing. It can make the complained part or employee be punished accordingly; But at the same time, the complaint is a signal, which tells the hotel that there are problems in its service and management. If the hotel accepts it, the service and facilities of the hotel can be improved and improved, thus attracting more customers.

1. To make the hotel familiar with the deficiencies in service and management

Some problems do exist, but they are not discovered by the hotel itself. On the one hand, the topic is latent, on the other hand, there are problems in itself, which cannot be found. Guests, on the other hand, pay a certain amount of money, hoping to get value for money and get the corresponding service. Therefore, they are very sensitive to the problems existing in hotel services and facilities. Although the hotel has carried out strict exercises for employees and put forward corresponding requirements, not all employees can do it. Most of them are bound by their leaders when they are away, and once they leave, they will relax themselves, which managers can't find. Only guests, as direct consumers of hotel services, can find out and put forward in time.

2. It is beneficial to the improvement of hotel service and the improvement of service level.

through the complaints of guests, the hotel found its own problems. If these problems can be rectified in time, the hotel service will be improved continuously.

3. It provides a good opportunity to mend the relationship with the guests and ease the contradiction, which is beneficial to the hotel to open up the market and acquire customers.

the guest complained that there was a service loophole in the hotel, which made the guest dissatisfied. If the guests don't complain, they may not come next time. It is precisely because complaints can work that guests vent their anger and dissatisfaction through this process. The hotel made up for its own mistakes after knowing the dissatisfaction of the guests, so it won the guests and the market.

second, the process of handling hotel complaints

how can hotels correctly treat and handle guest complaints in order to achieve fast and satisfactory results? According to past experience, the whole process of complaint handling can be summarized as five words, namely "listening, taking notes, analyzing, reporting and answering".

1. Listen. When dealing with any guest's complaint, whether it is trivial or complicated, we, as the respondent, should keep calm, calm and listen to the guest's opinions carefully, and show high courtesy and respect to the other party. This is a process in which the guests vent their anger. We should not and cannot object to the guests' opinions, so that the guests can gradually calm down and provide conditions for our explanation.

2. remember. In the process of listening, we should take notes carefully. In particular, the main points of the guests' complaints and some details should be recorded clearly and repeated in time to ease the guests' emotions. This is not only the basis for handling complaints quickly, but also a cushion for the improvement of our service in the future.

3. discount. According to what you hear and write, find out the ins and outs of things in time, then you can make a correct judgment, draw up a solution, get in touch with relevant departments and deal with them together.

4. report. Report what happened, decisions made or difficult problems to the competent leader in time for comments. Don't omit or conceal materials, especially touching personal interests, and don't report feelings.

5. a. After soliciting the opinions of the leaders, we should give the answers back to the guests in time. If it can't be solved for the time being, we should apologize to the guests, explain the reason, ask the guests for understanding, and we can't guarantee them without control and foundation.

Third, the principle of handling hotel guests' complaints

1. Be friendly and follow the principle of serving guests. Sincerely solve problems for guests.

When guests complain about hotels, they should be familiar with certain problems existing in their work and services. Therefore, employees should understand the guests' feedback and try their best to help them. Only in this way can we win guests and build an image for the hotel.

2. Be restrained and patient, and don't argue with guests.

it is inevitable that guests will complain after they are in trouble and unhappy. If the guest is very excited, the staff must try to restrain themselves, try to stop the anger of the guest, and invite the management staff out to receive the guest and solve the problem when necessary.

3. Safeguard the interests of the hotel

When dealing with complaints from guests, the front office staff should pay attention to their emotions and help them solve problems. On the other hand, we should also pay attention to safeguarding the interests of hotels and know the skills to solve problems. For example, when solving guest complaints, don't belittle other parts casually. Although this kind of practice solves guest complaints, it infringes on the interests of the hotel and is not advisable. In addition, simple refund and fee reduction are not effective methods. Hotels can solve this problem through face-to-face extra services and care for their guests.