Handle Laundry Complaint

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Pay attention	Pay attention to the complaint.  It should be well understood what the problem exactly is Listen carefully and NOD head. Don’t try to interrupt the guest. Don’t argue with the guest. Maintain eye contact with the guest if not on the phone. Write down all the details	What are the points to take in consideration when a guest complains? Why do I need to write this down?
Apologize	Apologize to the guest even if the problem is not caused by you. Never blame workmates.	Why do I need to apologize if it was not my mistake? Why should I not blame a colleague?
Take immediate action	Tell the guest immediately what action you are going to take. Report the complaint to the Supervisor as soon as possible. If Supervisor could not be contacted.  Report to Executive Housekeeper or Laundry Manager. Never promise to do something that the hotel cannot carry out or you are not sure about. To resolve a complaint, check with supervisor before you take any action.	Why do I need to report this to my supervisor? Is it not better to promise something?
Follow up	Make sure that the action has been taken and that the guest is satisfied Report all complaints, however small, to team leader, record the case in the logbook. Inform Executive Office about complains.	Why is the follow up so important? Why do all complaints to be reported?

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. What is important when getting a complaint?

2. Why do I need to apologize?

3. What is important about taking action?

4. Why is the follow up so important?