Training Employees To Ask For Complaints | INNsider Tips-058

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In today’s INNsider Tip, I will talk about Training Employees To Ask For Complaints.

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Episode Transcript

(00:11):
Welcome to Insider Tips. In today'sinsider tip, I will talk about training
your employees to ask for complaints.Attention all current and aspiring hotel, resort,
in, bed and breakfast and holidayrental owners and managers. Are you
ready to take your hospitality property businessto the next level? Look no further.

(00:35):
The Guide to Owning and Operating aHospitality Property Successfully Online course is here
to help you succeed. This courseis packed with valuable information and insider tips
from industry experts, covering everything frommarketing strategies and customer service to financial management

(00:56):
and staff training. Whether you area seasoned professional or just starting out,
this course is perfect for anyone lookingto grow their business and enhance their skills.
You will learn how to create amemorable guest experience and keep your guests
coming back from more. What areyou waiting for? Enroll today and start
reaping the benefits of these successful hospitalityproperty business I have seen many cases where

(01:25):
an employee might sense there's a problemwith a guest, but avoid asking for
any feedback so as to avert anyconfrontation. An employee with the right training
and attitude can avoid any confrontation byasking the right. Questions questions you should
stay away from, are once whereonly one word answers can be given,

(01:47):
for example, how was your stayor did you have a good night?
Instead, ask questions that require morethought and a response, for example,
we are interested to hear what youthought about our property or is there anything
we could have done to enhance yourstay. Train your employees to look into
your guests eyes with sincerity and genuineinterest in their response When asking questions like

(02:13):
this, employees are encouraged guests givehonest feedback and to express any problems they
may have had. By being proactiveand embracing complaints instead of ignoring them,
hospitality properties have an opportunity to solvea complaint and turn an unhappy customer into
a pleased guest, especially if they'rehappy with the way the problem was resolved.

(02:37):
You might be thinking this is alittle easier said than done. You're
right. Training employees to invite negativitycan be an uphill battle, So let's
look at a couple of ways toapplaud guest complaints. Have a bell or
a buzzer in the back office toring whenever a complaint is received. Train

(02:58):
everyone to feel that when that billor buzz or rings. There's an opportunity
to turn a problem around. Trackthe complaints and measure monthly. Have your
employees document the guests, name,their room number, the complaint, how
the complaint was solved, the actiontaken, and whether the guest was happy
with the outcome. As time goeson and problems are rectified, the number

(03:22):
of complaints should decrease. These formscan be used as training tools and ways
to handle similar complaints in the future. Well that's it for today's insider tip.
If you haven't done so, subscribeand join one of our groups.
If you haven't done that yet,find the best one for you. You
can subscribe at Keystone HPD dot comslash Insider hyphen Tips, and to find

(03:49):
your best group option, visit KeystoneHPD dot com slash Private hyphen Groups.
Well that's it for today's tip.Until next time, have a fun day.