Tips For When Guests are Complaining | INNsider Tips-059

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In today’s INNsider Tip, I will talk about Tips For When Guests are Complaining.

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Episode Transcript

(00:11):
Hey, who welcomed insider Tips.In today's insider tip, I will talk
about tips for when guests are complaining. Attention all current and aspiring hotel,
resort, in, bed and breakfast, and holiday rental owners and managers.
Are you ready to take your hospitalityproperty business to the next level? Look

(00:33):
no further. The Guide to Owningand Operating a Hospitality Property Successfully Online course
is here to help you succeed.This course is packed with valuable information and
insider tips from industry experts, coveringeverything from marketing strategies and customer service to

(00:53):
financial management and staff training. Whetheryou are a seasoned professional or just starting
out, this course is perfect foranyone looking to grow their business and enhance
their skills. You will learn howto create a memorable guest experience and keep
your guests coming back for more.What are you waiting for? Enroll today

(01:14):
and start reaping the benefits of thesesuccessful hospitality property business. Here are some
tips that employees can use when customerscomplain. The first one is a trait
or a skill. Every employee shouldhave the ability to listen and not speak,
let the guests explain their complaint,maintain eye contact, demonstrating concern,

(01:41):
but remaining quiet. If you're takingthe complaint on the phone, remain quiet
until the complaint is finished, butit's okay to interject the occasional okay,
I see all right. When theguest is finished telling their story, show
compassion and give an apology. Theapology does not mean you're wrong or it

(02:04):
is an omission of guilt, justthat you understand the guest's displeasure. You
could say, I understand how youfeel. I might feel the same way
given the circumstances. The words feeland imagine can be very powerful. In
these circumstances, restate the guest complaintin a condensed version to show you understand
the situation and provide validation for theguest. You might be surprised to hear

(02:29):
that more often than not, customerservice employees do not offer any kind of
apology, or if they do,it sounds very insincere. When a guest
complaint they want results, In aperfect world, you would give them what
they want. But we are inthe real hospitality world, and that is
not always possible. A great wayto handle a guest complaint is to offer

(02:53):
them two options. By offering themtwo options, they are the ones that
are able to make the choice,making them feel empowered. Train staff who
are proactive can find unhappy guests,uncover a problem and help properly solve it.
Can reduce the odds of further complaintsand online rants. By being understanding

(03:16):
and helpful, you can turn adisgruntled guest into a loyal patron who would
be happy to share the news ofyour great customer service. That's it for
today's insider tips. Subscribe if youhaven't done so yet, and if you
haven't joined one of the groups,join one find the best one for you.
You can subscribe at Keystone HPD dotcom slash Insider hyphen Tips and to

(03:45):
find your best group option, visitKeystone HPD dot com slash Private hyphen Groups.
Well, that's it for today's tip. Until next time, have a funday