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Chapter 2, Section 4

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  1. Chapter 2, Section 4 Handling Guest Complaints

  2. How do employees and guests benefit when it is easy for guests to express their opinions or make complaints?

  3. Answer: • Employees learn about possible or actual problems and are given the chance to resolve guest complaints and increase guest satisfaction. When guest have their problems resolved, they feel that the lodging property cares about their needs. From this viewpoint, every complaint is welcome.

  4. General Cautions for Handling Guest Complaints • Guests may be quite angry. Never go alone to a guestroom to respond to a problem. • Never make a promise that you do not have the authority to keep. • If a problem cannot be resolved, admit this early on. Honesty is the best policy. • Some guests complain as part of their nature and may never be satisfied. Learn not to let these guest upset them.

  5. Handling Guest Complaints Correctly • Listen with concern. • Give your undivided attention. • Stay calm. • Apologize. • Offer solutions. • Tell guests the approximate amount of time it will take to resolve the problem. • Act on the problem. • Monitor progress of the solution. • Follow up. • Check back to make sure the guest is satisfied once the problem has been resolved.

  6. Four Types of Complaints • Mechanical • Attitudinal • Guest Service-Related • Unusual

  7. Why is it important for lodging employees to keep a log of complaints made?

  8. Answer: • If the property is able to identify frequent problems, lodging employees will be more likely to find ways to correct the problems and improve overall service and guest satisfactions. • By examining the number and type of complaints received, lodging properties may learn more about common and less common problems. Lodging employees may handle frequent complaints more effectively and with more courtesy if they are aware of the problem that cause the complaints.

  9. Section 2.4 Quiz • _____ complaints usually concern problems with temperature control, elevators, door keys, room furnishings, and so forth. • Employees in each department should keep a _____ of complaints made.

  10. Section 2.4 Quiz 3. True/False: Guest service can turn a potentially negative situation into a positive experience for the guest. 4. True/False: If guests do not get a chance to complain, it can harm the property’s business. 5. True/False: Attitudinal complaints result from long waiting lines, untidy rooms, or ignored requests for additional supplies of amenities.