How would you treat an unhappy customer of our hotel?
How would you treat an unhappy customer of our hotel?
- Apologize.
- Care to listen.
- Avoid arguments, remain calm, and be polite.
- Make sure your body language is not aggressive.
- Empathize and acknowledge their frustrations.
- Never pass on the guest to another department.
- Comfort with best offerings.
- Avoid taking things personally.
What makes customer happy in a hotel?
Reward Loyal Guests and Personalize the Experience As part of your loyalty programs, provide late checkout for free, establish a tiered loyalty system, or create other amenities and ways to show your gratitude for their patronage. Also, an in-person thank you goes a long way.
How do hotels handle guest complaints?
The Basics Of Handling Complaints
- 1 – Listen. It's possible that the guest(s) who are complaining may be angry or upset. ...
- 2 – Empathize And Apologize. People want to be heard and validated. ...
- 3 – Find The Root Of The Problem. ...
- 4 – Offer A Solution. ...
- 5 – The Follow-Up. ...
- Take Notes. ...
- Isolate The Situation.
What is most important to hotel guests?
The most important expectation has and always will be cleanliness. Lack of cleanliness is among the top complaints about hotel stays. Good cleanliness often goes unnoticed, but poor hotel hygiene will always be something guests remember about their hotel stay.