Lifestyle Holidays Vacation Club Complaints prevention team knows that if a guest at a hotel has a complaint about something they need to know who will be able to take care of the problem. They do not want to waste their time talking to someone that cannot help them. They would rather know that the person that they are talking to can handle the problem.
It is not possible for the staff to walk around with signs that tell the guests what they are responsible for. If they could, the guests would know who to complain to. It is the job of the Lifestyle Holidays Vacation Club complaints prevention team to let the guests know who will be able to take care of them.
The reality in the hotel industry is that all of the staff at a hotel needs to be a member of this team. It is not possible to allow all of the staff to fix all of the problems. There will be times that it will require specific staff persons to resolve the issue. What the head of the team needs to do is teach all of the staff how to handle all customer complaints and how they can help each and every complaint.
There are a few things that all staff members should know when it comes to guest complaints. They need to know the importance of listening to the guest. Even if they are not going to be able to fix the problem, they need to hear what the guest is saying. The second thing that all of the staff needs to know is how to find the person that can fix the problem. The staff member should not tell the guest to go find another staff member. Lifestyle Holidays Vacation Club Complaints prevention team knows that if all of the staff members do this, the guest complaints will be handled well.