Solution to malicious complaints from catering guests. Receiving guests who come to complain is undoubtedly a challenge to hotel managers and employees. In order to make the guests satisfied and not be too nervous, you must master some procedures, methods and arts to deal with guest complaints. 1. Be mentally prepared. In order to correctly and easily handle the guest's complaints, first of all, we should make psychological preparations and establish the belief that "the guest is always right and the customer is God". Generally, guests always complain only as a last resort, so put yourself in the guest's position and think about it from another angle. If you are a guest and encounter his current problem in the hotel, how would you feel? And in the service industry, we all follow a principle: even if a guest is wrong, he should be regarded as right. Don't confront each other, and try to compete with the guests, which can only be unhelpful and destroy the harmonious relationship between the two sides. Secondly, the staff responsible for handling complaints should understand the three kinds of mentality of complaining guests: venting, demanding compensation and hoping to be respected. Employees should judge according to the specific situation, what kind of guests belong to and for what purpose, and then treat them differently. If the guest's purpose is to vent or get respect. It is necessary to listen patiently, give the guests a chance to vent without arguing with them, and try to comfort the guests as much as possible to calm their anger: some guests are seeking compensation, although he may repeatedly emphasize that "it is not a matter of money". For such guests, if there is no such authorization, they must ask their superiors to receive and deal with them. 2, listen carefully to the guest's narrative. Guests should concentrate on listening and ask questions in a timely manner when narrating, so as to find out what happened in a short time, improve work efficiency and save time. (1) Let the guests finish their sentences. Don't cut in nonsense and ask about the guest's arguments casually. (2) Pay attention to intonation, tone and volume when speaking to guests. (3) the expression should be serious, and you can't laugh casually, so that guests can mistakenly think that they are gloating over their encounters. 3. Record the main points. In the process of the guest's narration, the relevant points and the contents of the guest's complaint, the guest's name, the station number, etc. should be carefully recorded as the data and original basis for solving the problem in the next step. At the same time, it also shows the guests the solemn attitude they have taken on behalf of the hotel, putting the joys and sorrows of the guests in an important position and focusing on the interests of the customers. In addition, in order to cooperate with the clerk's records, the guests will unconsciously slow down, thus playing a buffering role. 4. Show sympathy and understanding to the guests. In the process of the guest's narration, if you want to put yourself in the guest's shoes, you can only express sympathy for the guest's experience as a friend. Before fully understanding the cause and effect of the matter, you can't take responsibility casually in order to stop the anger of the guests and temporarily calm down the incident. Because this involves not only the reputation and interests of the hotel, but also the merits of the matter. 5. Tell the guests the measures to be taken and ask for their opinions. According to the nature of what happened, quickly determine a solution and propose a solution to the guests. Ask the guests' opinions and learn as much as possible about their psychological activities. So that the measures taken can achieve satisfactory results, which will not cause undue losses to the enterprise, but also satisfy the guests. If the opinions put forward by the guests cannot be solved within the scope of authority, explain them to the guests and ask the superior leaders to handle them. 6. Explain the time needed to solve the problem according to the facts. The employee in charge should properly estimate the difficulty of solving the problem, determine the time needed, and it is best to set a specific time, and then clearly tell the guests the determined time. 7. Except for a few people, the guest's complaints are ultimately aimed at solving the problem. Therefore, complaints from guests should be dealt with immediately. If necessary, please ask relevant personnel for assistance. 8. Pay attention to the processing results. Employees who receive complaints from guests often can't directly solve the problem: however, the results should be tracked and paid attention to to determine whether the guest's problems are finally solved. 9. Ask the guest's opinion on the result of complaint handling. After the problems complained by the guests are solved, they should be contacted. This kind of synchronous service and care will make people feel that the hotel is very concerned and attaches great importance to its complaints. So as to leave a good impression on the hotel. In addition, we should apologize to the guests again and thank them for reflecting the hotel's actions.