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How does the hotel handle guest complaints

1. Adhere to the service tenet of "guests first", welcome guest complaints, do not quarrel with guests, accept complaints and handle complaints without defending themselves, which is one of the hotel's service items. If the cause of guest complaints is always related to the quality of service, then at this moment, the management personnel who accept the complaints on behalf of the hotel sincerely listen to the opinions of the guests, show their sincerity in solving problems for the guests, offer comfort to those who are disappointed and sad, show deep sympathy, be open-minded and courteous to those who are hot-tempered, and strive to solve the problem satisfactorily, which in itself is the display of the normal service quality of the hotel. If all the complaining guests want compensation, then the other party can treat themselves with the best service attitude during the complaint process, which is also a certain degree of compensation for reasonable guests.

2. When handling complaints, we should pay attention to the interests of both the guests and the hotel. When handling complaints, the manager has two roles: first, he is the representative of the hotel and accepts complaints on behalf of the hotel. Therefore, it is impossible for him not to consider the interests of the hotel. However, as long as he accepted the guest's complaints, and as long as he still works in this post, he also became the representative of the guests, representing both the hotel and the guests to investigate the truth of the incident, give the guests a reasonable explanation and recover damages for the guests. Guests complain directly to the hotel, which reflects that guests believe that the hotel can solve the current problems fairly and properly. In order to repay the trust of the guests and encourage this behavior of "complaining in the hotel if you want to complain" with practical actions, managers must handle complaints fairly and impartially.

1. The degree of quick handling of complaints; First, listen attentively to the guests, accurately understand the meaning of the guests, and grasp the key to the problem. Confirm that the nature of the problem can be handled according to this degree. Second, look at the complaint when necessary and make a quick judgment. Third, apologize to the guests and make necessary explanations. Please wait a little and get in touch with the relevant departments immediately. Fourth, follow up the handling situation, ask the guests for their opinions on the handling and make a short speech.

2. General procedures for handling complaints; First, listen to the guests and confirm that the problem is complicated and should be handled according to this procedure. Second, ask the guests to move to an inconspicuous corner, and offer tea or other non-alcoholic drinks to those who are emotional or have just arrived in Hong Kong from other places. Third, listen to the guest's statement patiently and intently, and don't interrupt or refute the guest. Express your sympathy for the guests with appropriate expressions and take notes when necessary. Fourth, distinguish between different situations and properly arrange guests. For guests who want to stay, they can be placed in the lobby bar for a short rest; For local guests and check-out guests, please leave their contact number or address. In order not to delay their time, please leave the store first and clearly tell the guests when to give a reply. Fifth, start the investigation. If necessary, report the situation to the superior and ask for instructions on handling methods. Make a handling opinion. Sixth, communicate the investigation with the guests and make necessary explanations to them. Strive for the guests to agree to handle the opinions. Seventh, implement the handling opinions to the relevant departments, and supervise and inspect the completion of relevant work. Eighth, listen to the opinions of the guests again. Ninth, arrange the written materials about the incident and its handling, and file them for future reference.