HANDLING COMPLAINT

It tells you how to handle guest’s complaint.

                                      HANDLING COMPLAINT

All members of a hotel staff must be ready to deal with complaints. Some of them are genuine, silly , polite but firm. Most businesses take complaint very seriously. Some complaints are more serious than others.

It is often the responsibility of an individual member of staff to deal with the problem. Sometimes,of course , it is necessary for the staff member to refer some one else such as a manager.

Suppose that your are now dealing with complaints , you should listen carefully, be polite and, except when it is absolutely necessary, don’t comment until the customer has finished. Then, make a short , clear apology. After that , you should repeat the complaint. This is to make sure that you have fully understood the problem and that there are no misunderstanding. When possible, you should also note down what the customer has said. Next, you should decide who will deal with the complaint. If it is not a serious one you can deal with it your self. You should explain to the customer the action you plan to take and tell him or her when it will be done. If you decide that the manager sholud gandle the complaint, you should fisrt inform him or her and them arrange a meeting between the manager and the customer.

 (III students book . English For Vocational Schools)