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In case of serious problem
1. The guest is right. The guest is a king of the hotel. You should follow his interest. If the guest will not be satisfied the hotel and travel agency should bring money back even.
2. You should make the guest satisfied but ... in the best interest of hotel. The hotel pays for you salary. The hotel hired you. First of all you should follow the interest of the hotel in problem solving.
3. Your own variant.
First of all we should have the techniques in solving guest complaints and the ability to listen and show interest where we could act accordingly. However, the guest is always right even if he is wrong to maintain the hotel or restaurant reputation as he might tell his bad experience to people.
1- the guest is right
2-you should make the guest satisfied but... in the best interest of hotel.
3- customers should be satisfied and if any complain arise ,they should be addressed and corrected to avoid occurrence, and to maintain a good customer base
There is no right and wrong here in my opinion. they are all right and all wrong if used individually a collective approach is required whereby:
- you make the guest feel he is king (in the end he purchased an experience not a 'Product")
- you balance between the interest of the hotel and the interest of the travel agent
Travel agents are part of your revenue stream and a source of income to the hotel and they need to be sure that his sources of income (the traveler) are also satisfied to maintain his income respectively (again this would depends on the situation and who of your superiors are involved and can take the relevant decisions etc...)
It depends on a number of factors. I am mentioning some of them:
1- Nature or gravity of situation or problem.
2-Track record of that particular customer
3-Level of authority that particular guest relation officer is allowed to exercise.
He or she should always adopt a win-win approach and go for the optimal solution. For example, in case of a regular or loyal customer temporary losses should be ignored in order to retain the loyalty of that particular customer.
we should give what they needs,as a guest service we need to listen well and customer should be satisfied what they needs
Guest Relation officer. is the right one.
I think guest satisfaction on best interest of the hotel , as guest relation need to act smart, listen well, and service recovery is most important to be sure guest leave with positive memory !
simply . follow the roles for the hotel and make customer happy , listen well and solve the problem
