It’s easy to smile and welcome guests when they’re in good moods, but it’s a different story when they come to the desk frustrated. Whether they’re upset about a wait for their room, a noise from outside their window, or a discrepancy with their reservation, there’s no denying that an unhappy guest can make for an uncomfortable lobby atmosphere. This is especially true for new staff members in a hotel or hospitality management program.
While these interactions can be daunting, they’re also some of the best chances to practice good service behaviors. When managed properly, a complaint can diffuse a situation and even leave a more lasting impression than a routine stay. Here are some tips for responding to a guest complaint: Allow the guest to finish speaking. One of the most common mistakes new hospitality students make is the urge to jump into an explanation before they fully understand the issue. Instead, force yourself to wait until the guest has finished speaking and maintain eye contact the entire time.
It’s OK to interject with a quick “uh huh” or “I understand,” but make sure you’re letting the guest fully explain their concern. Paraphrase their complaint. Once you’re sure you understand the situation, try to put it into your own words and repeat it back to the guest. This will not only ensure you understand the issue but also help the guest feel like you’re taking their complaint seriously.
Steer clear of explanations. You might be tempted to launch into a lengthy explanation of your hotel’s booking system or the reasoning behind a particular policy, but remember that most guests won’t find this information relevant or helpful. Instead, try to respond with a brief apology for the inconvenience and an explanation of how you plan to rectify the situation. Avoid getting caught up in the details and focus on finding a solution. Practice your response. You don’t have to wait until an angry guest shows up at the desk to practice your response.
Spend a few minutes each day thinking about a scenario that could potentially arise and then practice how you would respond. For example, imagine that a guest shows up in the late evening to discover that the hotel is sold out of their preferred room type. Would you respond in a calm and helpful manner, or would you sound defensive or dismissive? Spend a little time each day rehearsing your response to potential situations until you feel comfortable managing them.