1. Complaint Handling Professional response by TMs who care
Slide 40
The final “C” of the common standards is Complaint Handling. We will always respond to guests complaints in a professional manner that shows guests that we genuinely care.

2. What exactly is a complaint ?
A problem needs solving
An emotional outburst when thing are not as expected

3. Complaints is the gap between, what the guest expects &
Why Do People Complaint ???
- Don’t meet their expectations
- Delay in service
- Not received what was promised
- Having to repeat requests
- Complaints not handled properly
Complaints is the gap between,
what the guest expects
&
what the guest perceives

4. A complaint = We get a second chance.
a present, because…
We get a second chance.
We can find out what the guest really wants
We find out what our strengths and weaknesses
We have the chance to improve
May prevent that the guest leaves our hotel unhappy

5. Standards about complaint handling
In groups, make a list of all Standards you know regarding complaint handling.
Present your findings to the rest of the team.
Timing: 5 minutes

6. Facts
Not all guests complain, even though they have reasons to do so.
It is more interesting to talk about negative hotel experiences than positive ones.
If we handle a complaint correctly, and listened well, we have a very high chance that the guest will choose our hotel again.

7. How can we encourage the guest to share their feed back
Comments from Guest Relations
GSI & Holiday Check
Ask how was the meal/stay/visit
Look for body language

8. 11 x Never Never say : “No” or “It’s not my fault”
Never say : “That is not my responsibility”
Never say : “ You should have told us earlier”
Never say : “All other guests were happy”
Never say : “But we always do it this way”
Never give a neutral reaction or ignore the complaint
Never offer excuses or blame others
Never be rude with a guest
Never argue about who is right
Never take the complaints personally
Never dodge responsibility

9. We will be no. one In the market Handling Guest Complaints
Handling guest complaints in an efficient & effective way
Guest satisfaction
Employee satisfaction
Repetitive business
Job become more easier
More profit
Low turnover
We will be no. one
In the market

10. Remember that you are not handling a problem,
Negative Reactions
- Try to avoid negative reactions while handling guest complaints, which can cause problem inflation & guest dissatisfaction
- Try to avoid the following:
Don’t talk down to the guest
Don’t take the problem personally
Don’t blame another employee &/or a department
Don’t blame the guest
Don’t argue back
Your communication (words, tone of voice & body language)
Remember that you are not handling a problem,
You are handling a person

11. Remember that you will have to
Employees Reactions.
- We need to be aware of our reactions towards an irate guest, in order not to ignite the situation further.
- Here are the common responds for employees while handling an irritated guest :
- Responding submissively
- Responding aggressively
- Staying calm & rational
Remember that you will have to
treat people how THEY want to be treated,
not how WE want to be treated ....

12. LEASE Handling Guest Complaints The LEASE Model Listen & Apologise
Empathise & Thank
Ask
Solve
Evaluate
LEASE

13. LEASE 1- Listen & Apologise Take the guest aside Maintain eye contact
Listen for content as well as feelings
How can you show you are listening:
Eye contact – leaning forward - nodding
Not interrupting
Repeating back what has been said
Taking notes
The apology should be:
Timely
Blameless (reason & excuse )
Understanding

14. Listen carefully and take some notes
GOLDEN RULE:
EVEN THE PROBLEM SEEMS TO BE SMALL FOR YOU, IT’S A BIG PROBLEM FOR THE GUEST!!!

15. LEASE I can really imagine that …. I understand you feelings….
I can appreciate….
2- Empathise & thank the guest
Let guest know you care & understand
Use proper body language
Show you have taken the problem seriously , calm the guest down show you have really listening to him.
If you handled emotions you are halfway here

16. Deal with guest’s feelings
GOLDEN RULE:
SHOW YOUR INTEREST
Do: show your understanding and sympathy to the guest
Do not: smile or laugh while the guest is talking to you
Do: express your interest in what the guest say
Do not: assume that you know what the guest is going to say

17. Thank the guest and apologize
GOLDEN RULE:
ANY COMPLAINTS ARE VERY USEFULL FOR YOU AND THE HOTEL
Do: thank him because without this complaint you might never know about it
Do: apologize only 1 time now and 1 time at the end of the conversation
Do not: blame the guest or anyone working in the hotel
Do not: never blame any other Department

18. LEASE What alternative can I offer you ?
How would you like you steak/ ….?
What can I do to put things right?
3- Apologise / Ask
Say I apologise
Define the guest’s real need
Check understanding
Ask open questions

19. Ask questions GOLDEN RULE:
TO BE AWARE OF THE PROBLEM AND NEVER ASK THE GUEST TO REPEAT AGAIN WHAT HE/SHE SAID BEFORE!

20. LEASE 4- Solve Create alternatives Involve the guest
Agree on solution win- win
Set a deadline
Act - Do it NOW

21. Take the action and Inform the guest, what are you going to do
GOLDEN RULE:
A QUICK AND RIGHT ACTION IS A QUICK AND RIGHT SATISFACTION
Do: inform the guest about your action is very important to avoid any misunderstanding
Do: ask for help if you don’t know how to handle
Do: make sure to locate the right person to solve the problem and advise the guest who and when action will be fulfilled.

22. LEASE 5- Evaluate Check if promised action is carried out
Ensure guest’s satisfaction for example via a post resolution call
Kill the problem from the roots to avoid recurrence.

23. Follow up and Keep the guest informed
GOLDEN RULE:
A WORD OF MOUTH IS NOT ALWAYS A WORD OF GARANTE
INFORMING ME MEANS YOU CARE ABOUT ME!

24. THANK THE GUEST AGAIN AND APOLOGIZE ONE MORE TIME!
NOW REMEMBER!
LEASE

25. Thank You