酒店英语 教学课件.pptVIP

2:Handling Guest Complaints Reasons for guests to make complaints Needs of our guests have not been met. We have not worked to our own standard. Delayed orders, guests are impatient. Wrong order was served. Billing was incorrect. Not enough attention paid to guests. We give false promises. Mix-up in reservations. Poor food hygiene. Guests are in bad mood/having a bad day. Handling Guest Complaints How to handle guests’ complaints First step is to allow guests to blow off their steam. Listen attentively and never interrupt the speaker. Second step is to clarify facts so you can identify the problem. Third step is to summarize the situation and offer alternatives as a solution. Last step is to say what you intend to do. Ask the guest for feedback about your plans, he may have a better idea/solution. Then you take action. Thank guests for bringing this matter to your attention. Remember: promise only what you can do. Handling Guest Complaints Do’s and don’ts in handling complaints Do listen carefully, do not panic and do not interrupt, let the speaker finish his or her complaint. Do accept his or her feelings with empathy. Do clarify the complaint by repeating it back in your own words, then ask what the guest would like you to do. At this stage, be non-committed. Take action if you can. Thank the guest for bringing this matter to you. Do not argue, saying “it is your mistake, not mine”. Handling Guest Complaints Do not offer excuses like “ I have a bad headache”. Do not blame others, “ it is my colleague’s fault”. Do not take it personally, “why are you pointing finger at me?” Do not make the customer feel small, “no one else complains. Why do you?” Do not make false promises, “ I am sure that my manager will agree with you and give you 50% discount.” Do not ignore or brush off a complaint. Handling Guest Complaints Tips conducive to staff in handling guests’ complaints Ignore personal remarks and insults as the guest is mad with the hotel, not with you. Tell