Now the guests are more and more difficult to serve, many hotel managers in the private exchange of business insights said so, guests in the complaint requirements are more and more outrageous. Once handled improperly, the light is a discount to erase the account, the heavy is a complaint to the news media or the relevant departments, resulting in double loss of fame and fortune. Mastering the "four steps to deal with complaints", flexible use, quell complaints, very popular with the waiters. One step to listen to the guest has a complaint, the waiter should not be in a hurry to defend, not to imagine to the guests to explain, but to listen to the guests with a humble attitude to vent their dissatisfaction, to understand the core of the problem where. Some guests complain but just to listen to the waiter to listen to the nagging, and not just want to go through with the hotel, if the waiter can listen carefully and send a little gift at the right time, such as: fruit plate, the complaint may come to an end. If the guest refused to waiter to explain, ask the waiter "call your manager." The waiter should immediately turn to the second step. The second step passes The waiter is to immediately find the foreman or supervisor to report the guest's complaint and ask the supervisor to resolve it. Guests looking for the manager to appear, mainly to save face, and secondly, may be recognized by some of the leaders of the hotel, take the opportunity to make a discount, managerial staff, such as the immediate presence of the guests will make them feel "very valued", the complaint may come to an end, if the guests are still unsatisfied, we must immediately ask the director of food and beverage or vice president of operations to appear, to the third step. Three-step question Ask the director of food and beverage or vice president of operations of the conversation skills. To this level, the hotel has no way back, we must stabilize the mood of the guests, and then look for ways to solve the problem acceptable to the guests. A more passive situation is the guest asked me to answer, such as: your food quality is this? Is your service that bad? Why is your serving speed so slow? How to answer such questions is not good. If you do not agree with the other side of the argument is bound to argue with the guests, it may add fuel to the fire, both sides can not get off the stage; if you agree with the other side of the argument will make the guests think that the hotel to deal with complaints unprincipled, inch by inch, asking for a lot of money. Therefore, the store should learn to ask instead of answer, that is, with clever questions instead of answers, so that the store to take the initiative. For example, the guest asked: how to deal with today? Store can be answered in this way: how do you think it is handled? The baggage dumped on the other side, called the other side first conditions. In general, the first party to show the cards in the negotiation is always in a passive position. If the two sides are difficult to reach agreement, the store should consciously turn to the fourth step. Four steps to the store to deal with guest complaints to not hurt the feelings of guests as a starting point, so that the guests can continue to visit again regardless of previous consumption, therefore, bargaining in the exchange of feelings is crucial. But the focus of the argument is difficult to reach agreement in a short period of time. Smart food and beverage director will be a little bit of the topic of transfer, the topic of transfer to the guests interested in the content, so that the other side in front of the crowd appeared to be wise, decisive, reasonable, so as to create a friendly atmosphere of conversation, so that the guests that: the hotel's guests to help solve the problem, are their own people, who can not make mistakes? Example: 2004 Mid-Autumn Festival, a very hot business restaurant because of the reservation problem by the guests complained. At 2:00 p.m., the guest booked a ktv room by phone, agreed to dine at 5:00 p.m.. After the guest booking, came another group of guests also want this room, and is 2 tables, the waiter took the initiative, in the case of no communication with the original guests, the room was booked to the later guests. The result is predictable, although the original guests for another room without karaoke, but the guests in the dining process of dissatisfaction has not stopped. Checkout, the problem came, the guests firmly demanded a discount, or not check out and want to complain to the Consumer Association. Undoubtedly, in this case, the hotel is wrong, since there is an agreement in the first place, it should not take the liberty to make the decision for the guests to replace the private room, although the restaurant earned plus income, but the premise is corrupted the mood of the guests, the impact is bad. Good in the restaurant manager realized this, personally dealt with the use of "four steps to deal with complaints", timely resolution of the problem. The process of solving the problem is like this: the guest found the manager after negotiating with the waiter and the foreman. Guest: How can you do this, too bad! If you can not book ktv rooms, we do not force, everywhere is a restaurant, we have to get you here to eat? You are the manager, you see how to do it! Manager: I'm sorry, this thing is our mistake, just now, I have criticized the afternoon fixed rooms waiter, really sorry. You see this matter how to do good? Guests: how to do good? The mood of so many people all called you to stir up, what else can be done? Do you know, this meal may be our last meal together! Manager: Why? Guest: Our company will be dissolved in the next few days, and we don't know how many years we can meet each other, and the last meal will be spoiled by you! Lamentable! Manager: I'm sorry, what unit are you? Guest: so-and-so petroleum equipment company. Manager: the oil industry is now very profitable which, how will still disintegrate? Guests: difficult to say, who knows. Should be very profitable, the leadership said that last year's loss of a lot of money, can not hold out, on the disintegration of it. Manager: What are you going to do later? Guest: have not considered it, say it. Manager: we do the hotel, know people, recognize today, is a friend, what things need my help in the future, despite come to me. Maybe I can help. Guest: Something must come over to trouble you. Manager: Listen to the accent you are not local? Guest: No, is a so-and-so place, you, too, is not local? Manager: My hometown is not far from your home. Guest: Really? Then we have to move around in the future, there is something to communicate often. Hey, waiter, checkout!