Complaint Handling

1. Complaint Handling Professional response by TMs who care

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

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

10. 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. 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. Handling Guest ComplaintsThe 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