Hotel Reception And Tips On Solving Guest Complaints Hotel

Hotel reception and Tips on solving guest complaints Hotel - Hotel guests are very important in the business of a Hotel. Because of the importance of hotel guests so that a receptionist should know the various characteristics or properties of hotel guests, such as: habits, behaviors, attitudes, tempers, and more.

The early introduction of guest complaints is a wise attitude of hotel management. Thus, expected the hotel can anticipate unexpected things that could harm the hotel. The benefits of recognizing guest complaints early for the hotel, among others, are to get to know the various guest characters, and to overcome complaints from hotel guests.

How The Hotel Receptionist Resolves a Guest Complaint

Because a guest as a person is usually in general, having a personal different. But in essence, guests regardless of where they came from, both domestic and foreign hotel guests. Want during stay at the hotel, among others:

• Guarantees of peace and quiet
• Convenience
• The hospitality of each employee is directly involved in the service.
• Food, drinks, rooms and other facilities are clean and free of illness.

Handling a professional and precise hotel guest complaint determines the success of a hotel, any complaints asked by the guests of course are based on certain reasons. The hotel's guest complaint, which is an expression of good dissatisfaction relating to hotel facilities and services must be studied, researched, evaluated so as not to appear the same complaint.

The sense of dissatisfaction of hotel guests will usually be issued to the front office staff, in which case it is the hotel receptionist. Hotel guests besides want to be heard and want to be responded to in relation to his disappointment, also want to get a solution that can treat his disappointment. Considering that, a receptionist needs to understand and study the source of complaints and how to handle hotel guest complaints.

A. Guest Complaints Source

Complaints of a hotel guest consist of several things:

1. Complaints Over Received Products

This kind of hotel guest complaints are obviously bringing less good effect to a hotel. This is due to the negligence of the hotel officers, e.g. food ordered by the guest is not in accordance with the wishes of hotel guests.

2. Complaints of Services Received By Guests

• Complaints on service provided by employees, for example, a guest needs the room to be cleaned immediately, but freshly cleaned after waiting more than an hour
• Complaints of the in ad-equation of people serving
• Complaints over people serving are generally influenced by poor employee service, incompetent, or less professional. 

When this happens, the impression that arises is a guest feel unappreciated by the employee.

3. Complaints of Insufficient Hotel Facilities

Surely guests have paid expensive to get everything that he wants from a hotel, for example the room. If the room is less adequate, plus the less comfortable condition, the guest will be disappointed.

4. Complaints of Unfulfilled Wishes

Complaints that are asked by guests tend to be due to the disrespect of the hotel staff in handling the wishes of the guest, for example, rooms that have been confirmed by the hotel are not available at the time of guest Check-in. In general, the hotel always provides a guest comment slip in each room of the hotel. It is intended to know the various inputs or expanses of guests in relation to the various shortcomings that the hotel has.

On the other hand, sometimes, it is not all guests want to fill the guest comment so that the hotel is difficult to identify whether there is a complaint or not, or otherwise hotel guests are satisfied because what the guest is expected to be fulfilled.  The complaints should be accepted, recorded, and grouped and then learned and evaluated to find the source of the complaint cause and resolve it.

B. Hotel Guest Complaint Handling Method

The more complaints received from hotel guests, the more it should be the management's attention to manage it. Similarly, the receptionists should be able to evaluate themselves based on complaints received to make repairs or improvements in future services.

 The following steps need to be done in connection with the handling of guest complaints, such as:

1. Listen Well And Attentively

When guests raise complaints, listen and pay attention to them. By the time they showed dissatisfaction do not be interrupted or disproved with arugumentation. Instead, give sympathy that it is Mamang has happened.

2. Stay Calm

The guest in delivering his complaint may be accompanied by harsh words, or perhaps even accompanied by a makian. A good receptionist should stay calm, not nervous, panic or angry. Try to understand, accept, and feel what hotel guests are feeling by expressing regret and apologize for the unexpected incident. In this case, a receptionist should not be hooked to argue, shootout or fight.

3. Stay Polite and Friendly

Consider hotel guest complaints as an opportunity to create relationships with a better atmosphere for guests. In this case, show the praiseworthy attitude and stay friendly and polite to face every angry guest. With such an attitude, the anger or resentment of the guest will surely subside.

4. Learn And Find the Cause

A receptionist should be able to find the main cause of complaints or disappointment that experienced hotel guests. If you believe that the cause is the guest itself, you should not blame the guest and you can explain to the fact that guests understand the real issue.

5. Record Every Guest Complaint

Noting complaints means that you have demonstrated the good intentions that a guest complaint is considered and will be addressed ASAP. Therefore, every complaint should be recorded in the guest complaint book. Based on the data contained in this guest complaint book, the Office Manager front or assistant Front Office Manager-which is usually responsible for any complaint can be aware of and the action on the complaint that has not been resolved.

Conclusion 

That's how the hotel's recepsions in addressing hotel guest complaints, as a hotel business will continue to progress and thrive if listening to every hotel guest complaint as the goal of improving good service and as an input to the hotel business.