Hotel Receptionist:How to handle Guest's Complaint in Hotel
The key to smoothly handling the custom’s complaint is based on “personal maturity.” But when it is said “maturity”, I am referring to your expertise on your job.
In this short and compact article, though it is entitled as “how to handle customer’s complaint” the idea of this writing is particularly focused on complaints related to the hotel receptionist and his/her tasks given by the guests or customers. Though you may be a graduate of hotel and tourism, basically you have been given a lecture on the possible guests’ complaints only. But when you are already at the position of actual front office service, you can hardly find techniques, taught in the class, which are directly applicable to your real job table.
Based on my experience, there are two kinds of guests’ complaints: voiced and unvoiced complaints. Both show the dissatisfaction of the guests. So why care about the unvoiced complaint? That is a good question to ask. But let me tell you, the hotel is in existence because there are guests to check in. It is simple, “No guests, no hotel.” That is the bottom line in Hotel and Tourism. Therefore, being a receptionist (front office), it is your main task to make your guests satisfied. One time dissatisfaction may cause forever dissatisfaction to the Guests. To satisfy your guests during their stay is rested upon your service. That is called customer service. The guests become your customers only when they repeat to come and stay with you. Thus, it is worth doing for you as a receptionist to settle the complaints as satisfactory as you can. The followings are tips from my experiences and the trainings.
Remember: Your guests are the best advertisement of your hotel. If they give bad feedback on your service, that is a great loss. But once they are happy at your service, they will bring more friends along with them next time. So the theory is “once for all.”
Self confidence: In order to handle the complaints smoothly, you need to have confidence in yourself. Though you may not attain self confidence by instinct, but you must build it. It can be built through your experience as well as knowledge from your readings. Feel yourself that the guests to come and seek your help or complaint because they believe that you are able to help.
Respect: Respect the guests whatever they be. Regardless of race, culture, language, appearance, and so on, they deserved to be served. Your respect for the guests will guide you how to help their needs met.
Be positive: Whenever the complaint comes to you, accept it positively. Whether you can meet their needs or not, always be ready to respond in the best way. If their complaint is not served in your hotel, give them other options to choose. Avoid using “No, I don’t know, No, We don’t have that service and so on.” Instead, try to help them by mentioning “How about this and that.” If they cannot like it, listen to their ideas and suggestions. If their suggestions and complaints are not in your service lists, let them know that their suggestions are truly appreciated. And you are willing to consider implementing next time.
Be considerate: let the guest talk more than you do. Listen to them attentively. Try to follow their emotions. While they are so serious, do not just smile at them.
Finally, if you cannot solve the complaints and cannot think out a way to help, you may refer to the Hotel General Manger. But try to do anything you can before referring to the GM.
Most of all let your guests feel that you do care for them. Though your service may not meet their needs, give your best.