Register now or log in to join your professional community.
Guest is correct as he have money
Management and manager are correct as they have power
Poor employee like me always needs to accept as we don't have money and power.
the costomers are always right
Of course we are providing what it needs guests
First and foremost you have to understand the nature of the complain and understand it before making your judgement whether it is the guest or the staff are on the wrong. If your finding finds fault with the guest, you make him understand and politely find away of solving the problem, but if the fault is with the staff, the disciplinary action should be taken against the staff concerned within the parameters of the rules and policies guiding the Hotel
The customer is always right
One needs to listen carefully any complaints by the guests. The first thing to do is apologise to the guest for any discomfort she/he might have faced. In my experience, at times, it is a simple misunderstanding that blows into an issue. If not, we need to assure the guest about appropriate action to be taken against the person.
Once we have all from the guest, I would talk to the concerned staff in person to understand her/his side of the story. If the guest can be pacified when the concerned staff apologizes, great, else some disciplinary action can be initiated if the staff is completely at fault.
when the guest approach to complaint about the staff then we should first apologize from our side to the guest for inconvenient .And then listen to guest what he says and if the guest is having the strong proof with them then we should take the action on any of the person who has done the fault.without any identification we should not panish anyone.or we have the other option like we should check the all cctv camera record that who has the fault.according to that we should take action.This is what my opinion is .
First i have investgat the Guest complaints. apologize and give service primerly.
in customer services and in current type of brand scenarios it is famous saying that Customer is always right so we can never ever say to customer that no its your fault, management should try to convince the customer that in our organization or hotel industry we give immense importance to our customer. we respect your valuable suggestion and guidence required for improving our customer services further. however management assures you that your complain will be dealt in strictly professional manner and if our staff found guilty then he will never be spared
FIRST OF ALL COSTUMER IS RIGHT,SO PROVIDING EHATS NEEDS GUEST
In front of guest , he is "always righ" or most of the times right , depending on the complain and solution provided by management.
Not in front of guest ,try to fond originfor complain , if applies to staff or not.
If not...give the most simple and unexpensive solution to guest and follow it up ....you need some guests like all the attention.
