1. GUEST COMPLAINT HANDLING
UNIT- VI

2. COMMON REASONS FOR BEING DIFFICULT
tired or frustrated
confused or overwhelmed
defending their ego
unfamiliar with situation
feel ignored
under influence of drink or drugs
don’t understand
in bad mood
in a hurry
other reasons…..

3. Most Common Complaints...
Wrong information
Mechanical Complaint
Attitudinal Complaint
Service related complaint
Unusual Complaint

4. Customer Complaints
There may not be easy answer to solving customer complaints, but there are some basic rules by following that the organization will stand a better than average chance of turning that complaining customer into a permanent repeat customer for the organization.
Do not argue with a customer who is complaining; assume he or she is correct, because the customer may be right.
Always listen with undivided attention to what the customer is complaining about

5. Customer Complaints
Try to put yourself in the customer’s place; how would you feel?
Never raise your voice or yell at the customer, if you are pleasant, you may be able to turn the customer around.
By objective and get all of the facts; try take out the subjective statements the customer may be making
Show the customer you are concerned about the situation.

6. Six Steps in Handling Customer Complaints
In dealing with customer’s complaints, there are
several steps to follow:
Addressing the customer
Giving attention
Determining the solution options
Finding answers
Taking action
Checking up

7. Thumb Rules Listen carefully Show sympathy and concern
Never argue with guest.
Never try to win an argument.
If required isolate the guest.
Offer choices and never make false promises.
Monitor the corrective measures.
Follow up
Unable to resolve problem inform the superiors.

8. Things To Remember Complaints are sale opportunities not a treat?
Why should hotels encourage complaints?
What are the means trough which hotel means complain?
What is thumb Rule?

9. BIBLIOGRAPHY Front Office operation and Management by Ahmed Ismail.
Front office Management and Operations by Sudhir Andrews.
Front Office Procedures ,Social Skills, Yield and Management by
Peter Abbot & Sue Lewery .
Front Office Management by S.K.Bhatnagar .
Hotel front Office Operation and Management by Jatashankkar R. Tewari.