HANDLING COMPLAINT

Guest Expectation:

I expect my complaints to be handled swiftly and professionally and if at all possible, by one person who has the authority to resolve my problem by “bending the rules” if necessary.

Why is this task important for you and our guests?

Answers: 

1. I understand I must listen carefully when I am on the receiving end of a complaint. I listen actively to the whole communication to ensure I understand what the guest wants. I understand this is not only the words that they say but the emotion behind the words.。

2. It is my responsibility to solve problems when guests ask me for help.

3. We can increase the GSI score

4. We can show our professionalism.

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 key details.	What are the points to take in consideration? When a guest complains? Why do I need to write them 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 your Supervisor as soon as possible. If your Supervisor cannot contacted, report to Executive Housekeeper or Laundry Manager. Never promise to do something that the hotel cannot carry out or you are unsure about. To resolve a complaint, check with Supervisor before you take any action.	Why should I not blame a colleague? Why should I have a solution? Why do I need to report this to my supervisor? Is it not better to promise something? Why do I need to do this?
Follow up	Make sure that the action has been taken and that the guest is satisfied. Report all complaints, however small, to Supervisor, record the case in the logbook.

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

Summary questions:

1. What do you have to g How do you handle a complaint – what are the steps?

2. What is important to remember when you receive a complaint?

3. Why do I need to apologize?

4. What is important about taking action?

5. Why is the follow up so important?

6. Are all complaints reported on the Log Book in your department?

7. Are all complaints reported to the Executive office?