Lifestyle Holidays Vacation Club Complaints Prevention Team knows that not every guest at a hotel is going to be happy. They may have minor problems that occur that cause them to complain. The reasons behind the complaint may not be the fault of the hotel, but the hotel is still going to have to find a way to make the guest happy.
Lifestyle Holidays Vacation Club Complaints realizes it is important that the members of the complaint prevention team know how to deal with guest complaints properly to make everyone happy.
- Stay Calm – It is important that the hotel employee is able to stay calm when dealing with a guest complaint. Even if the guest is yelling and screaming, the employee cannot react. It will only lead to a shouting match where nothing gets resolved.
- Move Away from Others – If a guest is loud when they are complaining it is better to get them away from everyone else. This prevents others from complaining about the commotion and also is a good way to help calm an irate guest down. Once the guest is calm you can start to work on the complaint.
- Concentrate on the Solution – The most important thing for the employee to do is to focus on the solution and not the problem. The reason the guest is complaining has already happened. The employee cannot change that. They can find a way to resolve the complaint that makes the guest happy.
- Apologize – This is something that many people forget to do. It does not matter who is at fault for the problem. The employee should apologize to the guest for the problem they are having.