The key to this case is: 1. Entering the room without the permission of the in-house customer can be regarded as illegal entry from the legal point of view. 2. Customers who have lost items should not be allowed to enter the room to look for items, because the room has already been checked in, and it has gone through two stages: employee cleaning and new customers checking in. Generally speaking, it is impossible to find the lost items in the room. At the same time, there is no evidence that it was lost in the hotel. So: 1 State the situation directly to the new customers, tell them the importance of the lost items to the old customers, and at the same time show the operational mistakes of the hotel in this process, and sincerely apologize for this, so as to gain the recognition and sympathy of the new customers. 2. If the old customers are still looking for things, and the hotel still has no results after helping to find and ask the relevant personnel and venues, you can consider assisting the customers to call the police.

How to deal with guest complaints in hotel management.

Reprint the following information for reference on how to handle hotel customer complaints 1 The so-called hotel customer complaints refer to written or oral objections, * * *, claims and requests to solve problems made by hotel customers who are dissatisfied with the product quality or service of the enterprise. Service is the main product of the hotel, and the hotel makes profits by selling services and facilities. The relationship between guests and hotels is the relationship between buyers and sellers, as well as the relationship between being served and being served. Guests come to the store to buy specific service products at the agreed price to meet their material and spiritual needs. Complaints will arise when guests think that the fees paid are not proportional to the quality of the service products obtained, that is, they think that the hotel products purchased are not worth the money. 2. Objects and types of complaints from hotel customers 2. 1 Complaints against hotel service personnel ① The service work of the waiters is not in place. Complaints about waiter service are mainly about the speed (that is, service efficiency) and accuracy of service. For example, the service staff failed to provide services on a first-come-first-served basis, the room manager assigned the wrong room, the mail was not delivered to the guests in time, the luggage was not helped to carry, the switchboard was slow to transfer calls, and the wake-up service was not timely. , are all complaints about the service of hotel waiters. Such complaints are particularly prone to occur when the hotel reception task is busy. ② The waiter's service attitude is not good. The complaints of the guests about the service attitude of the service staff mainly include rude language, irresponsible reply or behavior, indifferent attitude, indifferent reception method and excessive enthusiasm. As the service staff and guests are composed of people with different characteristics, such complaints are prone to occur at any time. ③ The service skills are not standardized. There are many skills in hotel service, including pouring tea, serving food and welcoming guests. These service skills require rigorous training. Although many hotels attach great importance to the training of service skills, it is inevitable that employees will make some skills mistakes in their daily work, which will lead to complaints from guests. 2.2 Hotel product complaints ① Cuisine. Food complaints mainly appear in hotel catering services. For example, food hygiene problems are constantly emerging. Once there are some sanitary problems in the dishes, the feedback from the guests is also considerable. For example, when the dishes are processed or due to other external factors, foreign bodies such as hair and thread appear in the dishes. Once a guest encounters such a situation, especially in the process of entertaining others, it will inevitably have a great impact on his mood and attitude. Secondly, the taste of dishes and the speed of serving will cause complaints from guests. ② Guest room. Guest room is the leader of a hotel, so the hotel attaches great importance to the management of guest rooms. There are three main complaints about hotel rooms: unqualified hygiene; The materials in the room are not well equipped; Complaints about room noise. 2.3 Complaints about hotel facilities and equipment Not all hotels have such complaints, but only in some cases. Guests' complaints about hotel facilities mainly include: air conditioning, lighting, water supply, power supply, furniture, elevators, telephones, etc. Even if the hotel has established a system of inspection, repair and maintenance of all kinds of equipment, it can only reduce the occurrence of such problems, but it cannot guarantee to eliminate all potential problems of equipment. The occurrence of hotel customer complaints has both positive and negative aspects. The occurrence of complaints, no matter what the reason, will have different degrees of impact on the hotel. 3. 1 Negative effects of hotel customer complaints ① Complaints have damaged the reputation of the hotel. The guests received by the hotel have different shapes and personalities. Different guests will have different reactions to the same service, and sometimes even cause complaints from guests. Whether the guest's complaint is caused by the hotel or the guest's own problem, it shows that the hotel is not perfect in complaint, which will cause the guest's dissatisfaction and complaints. Complaints will damage the image of the hotel in the eyes of guests to a certain extent and affect the reputation of the hotel. ② Causing the loss of hotel customers. Hotel is a public industry, and the image of the hotel is the first condition for guests to choose to stay. Once there is a complaint, the image of the hotel in the eyes of the guests will no longer be perfect, and it may bring this imperfect emotion to the people around, thus causing the hotel to subconsciously lose this part of the customers lost due to complaints. 3.2 The positive impact of hotel customer complaints on hotels ① Hotel customer complaints are the driving force to improve the quality of grass-roots management. Guest complaint behavior is actually a barometer of the management quality of grass-roots hotels. Through complaints, hotels can find work loopholes that they can't find in time. By voting ... >>

Common guest complaints and solutions in hotels

Complaint is an eternal wave and problem in hotel catering service industry. No matter how much effort and thought the hotel has spent on the service, it is inevitable that some details do not meet the wishes of customers, and there will be more or less complaints. So what is the significance of hotel complaints? How should managers handle hotel complaints?

First, the significance of guest complaints to the hotel

Hotel staff should be fully aware that it is normal for guests to complain about the hotel. In a sense, complaints are also a bridge between hotel managers and guests, which is both good and bad. It can make the complained part or employee be punished accordingly; But at the same time, the complaint is a signal to tell the hotel that there are problems in its service and management. If the hotel accepts it, the hotel's services and facilities can be improved and improved, thus attracting more customers.

1, in order to make the hotel familiar with the deficiencies in service and management.

Some problems do exist, but the hotel didn't find them by itself. On the one hand, the topic is latent, on the other hand, there is something wrong with it, which can't be found out. The guests paid a certain amount of money, hoping to get value for money and get corresponding service. Therefore, they are very sensitive to the problems existing in hotel services and facilities. Although the hotel has conducted strict drills for employees and put forward corresponding requirements, not all employees can do it. Most of them are bound by leaders when they are away, and once they leave, they will relax themselves, which managers can't find. Only the guests, as direct consumers of hotel services, can find out and put forward in time.

2. Conducive to the improvement of hotel service and service level.

Through the complaints of the guests, the hotel found its own problems. If these problems can be rectified in time, the hotel service will be continuously improved.

3. It provides a good opportunity to repair the relationship with the guests and ease the contradictions, which is conducive to the hotel to explore the market and obtain customers.

The guest complained that there were service loopholes in the hotel, which made the guest dissatisfied. If the guests don't complain, they may not come next time. It is precisely because complaints can work that guests vent their anger and dissatisfaction through this process. The hotel made up its mistakes after knowing the dissatisfaction of the guests, so it won the guests and the market.

Second, the hotel complaint handling process

How can the hotel correctly treat and handle the complaints of guests in order to achieve quick and satisfactory results? According to past experience, the whole process of complaint handling can be summarized as five words, namely "listening, taking notes, analyzing, reporting and answering".

1, listen. When dealing with any guest's complaints, whether trivial or complicated, we, as the respondent, should keep calm and calm, listen carefully to the guests' opinions and show high courtesy and respect to each other. This is the process for guests to vent their anger. We shouldn't and can't object to the guests' opinions, let them calm down gradually and provide conditions for our explanation.

2. remember. In the process of listening, we should take notes carefully. In particular, the main points and some details of guest complaints should be clearly recorded and repeated in time to ease the mood of guests. This is not only the basis for handling complaints quickly, but also the foundation for improving our service in the future.

3. Fold. According to what you hear and write, find out the ins and outs of things in time, and then you can make a correct judgment, draw up a solution, get in touch with relevant departments and deal with them together.

4. Report. Report what happened, decisions made or problems encountered to the competent leader in time, and solicit opinions. Don't omit or conceal materials, especially those that touch personal interests, and don't report feelings.

5. A. After consulting the leaders, feedback the answers to the guests in time. If it can't be solved temporarily, you should apologize to the guests, explain the reasons, and ask them to understand. Without control and foundation, there is no guarantee.

Three, the hotel guest complaints handling principles

1. Friendly attitude and the principle of serving guests. Sincerely solve problems for guests.

When a guest complains about a hotel, he should be familiar with some problems in his work and service. Therefore, employees should understand the guest's reaction and try their best to help the guest. Only in this way can we win guests and establish an image for the hotel.

Be patient and don't argue with the guests.

It is inevitable that guests will complain when they are in trouble and unhappy. If the guests are excited, employees must try to restrain themselves and try to stop the guests >>

How to deal with hotel customer complaints

Five-word formula for hotel complaint handling: How can hotels correctly handle and handle guest complaints in order to achieve quick and satisfactory results? According to past experience, the whole process of complaint handling can be summarized as five words, namely "listening, taking notes, analyzing, reporting and answering". 1, listen. When dealing with any guest's complaints, whether trivial or complicated, we, as the respondent, should keep calm and calm and listen to the guests' opinions carefully. Everyone has too much to say, so listening is a kind of respect. Show high courtesy and respect to each other. This is the process for guests to vent their anger. We shouldn't and can't object to their opinions, let the guests calm down slowly and provide the premise for our solution. 2. remember. In the process of listening, you should take notes carefully. In particular, the main points and some details of guest complaints should be clearly recorded and repeated in time to ease the mood of guests. This is not only the basis for handling complaints quickly, but also paves the way for us to improve our service in the future. 3. analysis. According to what you have heard and written, find out the ins and outs of things in time, and then you can make a correct judgment, react quickly, draw up a solution, get in touch with relevant departments, discuss and deal with them together, and put customer satisfaction first and departmental responsibility second. 4. Report. Timely report to the competent leader what happened in the current post, made decisions or difficult problems, and solicit opinions. Don't omit or conceal materials, especially those related to personal interests, and don't report feelings. The interests of the guests are great, but the things they deal with are small. If you don't report them, the consequences will be more serious. 5. A. After asking for the opinions of the leaders, the answers should be fed back to the guests in time, so as to be responsive and not let the guests' words sink into the sea. If it can't be solved temporarily, you should apologize to the guests, explain the reasons and ask them for understanding. You can't promise the guests without confidence and foundation: please promise.

How to solve customers' complaints about hotels?

1. Be prepared to accept complaints from guests.

In order to correctly and easily handle guest complaints, we must be psychologically prepared to receive the complaining guests.

First, establish the belief that "the guest is always right". Generally speaking, when guests complain, it means that there is something wrong with our service and management. And guests are unwilling to complain in person unless they have to or can't stand it. Therefore, we should first think of the guests, establish the belief that "the guests are always right", and think in another role: if you are this guest, how do you feel when you encounter this situation in the hotel? What's more, in the hotel industry and even the whole service industry, we advocate that in many cases, "even if the guest is wrong, the' right' should be given to the guest." Only in this way can we reduce our hostility with our guests. This is the first step in dealing with guest complaints.

Secondly, we should master three kinds of complaints about guests, that is, seeking to vent, seeking respect and seeking compensation. Complaining about guests usually has three kinds of mentality. First, they want to vent. When a guest meets something irritating in the hotel and complains that his ileum is not unpleasant, he will complain. The second is to seek respect. In a sense, problems with software services or hardware facilities are a sign of disrespect for guests. Guests complain in order to save face and gain respect (sometimes, even if the hotel is not at fault, guests will complain in order to show their identity or "behave" in front of colleagues); Third, in order to seek compensation, some guests may come to complain about whether the hotel is wrong or whether the problem is big or small. Although he may repeatedly emphasize that "it's not about money", its real purpose is not the fact itself, nor is it to vent or respect, but to save compensation. Therefore, when receiving complaints from guests, we should correctly understand and respect the guests, give them an opportunity to vent, and don't have unnecessary disputes with them. If the real purpose of a guest's complaint is to seek compensation, it depends on whether he has the right to do so. If there is no such authorization, we should ask the superior management department to receive the guests who complain.

2. Listen carefully to the guest's complaints, and pay attention to make records.

As mentioned above, you should listen carefully to the complaints of the guests, and don't interrupt or explain them at will. In addition, we should pay attention to make records, including the contents of the guest's complaint, the guest's name, room number and complaint time. , to show the importance of guest complaints, but also the original basis for the hotel to deal with guest complaints.

3. Express sympathy, understanding and apologies for the unfortunate experience of the guests.

After listening to the guest's complaints, you should apologize for the guest's experience (even if the guest's response is not completely true, or the hotel is not at fault, at least the guest feels uncomfortable and unhappy), and at the same time express sympathy and understanding for the guest's unfortunate experience. This will make the guests feel respected, and it is not unreasonable to complain. At the same time, it will also make the guests feel that you are standing with him instead of standing opposite to talk to him, thus reducing the confrontational mood.

4. Deal with the problems reflected by the guests immediately.

The ultimate goal of guest complaints is to solve the problem. Therefore, the guest's complaints should be dealt with immediately, and if necessary, please ask the superior management to solve them in person. Pay attention to the following points when receiving and handling guest complaints:

(1) Never pass the buck in front of the guests.

When receiving and handling guest complaints, some employees intentionally or unintentionally shirk their responsibilities. As everyone knows, this gives the guests a worse impression and makes them more angry. As a result, the old complaints were not solved, which triggered new and stronger complaints from guests and produced a series of complaints.

(2) Try to give the guest a positive answer.

Some hotel managers think that in order to avoid being passive when dealing with guest complaints, we must leave room for ourselves and not say anything to death. For example, instead of saying "it will be solved in ten minutes", say "I will help you as soon as possible" or "I will try my best to help you do it well". As we all know, guests, especially those from Japan, Europe and America, hate nothing more than saying nothing and having no clear concept of time. Therefore, when dealing with guest complaints, we should tell the guests as clearly as possible how long it will take to solve the problem, and try to use less words with vague time concepts such as "as soon as possible", "later" and "wait and see". If you really have difficulties, you should also explain them clearly to the guests and gain their understanding.

5. Track the complaint handling process.

The person who receives the guest's complaint is not necessarily the person who actually solves the problem, so it is still a question mark whether the guest's complaint is finally solved. In fact, many guests' complaints have not been resolved. Therefore, it is necessary to track the complaint handling process and pay attention to the handling results ... >>

How does the hotel handle guest complaints?

Many people may tell you that you should apologize sincerely. Of course, it is not.

You can use the learning principle:

L stands for listening, which means that when a guest complains to you, you must listen carefully, nod your head from time to time and make eye contact with the guest.

E stands for empathize, which means empathy for Kenyans, not sympathy. Just remember one sentence: "If this happens to me, I will definitely be angry."

A stands for apolagize and is an apology.

R stands for react to solve the problems encountered by guests, and the problems belonging to which department should be coordinated quickly.

N stands for notify Geng. After the matter is settled, you should tell your colleagues the whole story so as not to discuss it later. And record the complaint in the guest record, and pay attention to it when the guest comes next time.

How to handle the complaints of hotel room guests

The key to this case is: 1. Entering the room without the permission of the in-house customer can be regarded as illegal entry from the legal point of view. 2. Customers who have lost items should not be allowed to enter the room to look for items, because the room has already been checked in, and it has gone through two stages: employee cleaning and new customers checking in. Generally speaking, it is impossible to find the lost items in the room. At the same time, there is no evidence that it was lost in the hotel. So: 1 State the situation directly to the new customers, tell them the importance of the lost items to the old customers, and at the same time show the operational mistakes of the hotel in this process, and sincerely apologize for this, so as to gain the recognition and sympathy of the new customers. 2. If the old customers are still looking for things, and the hotel still has no results after helping to find and ask the relevant personnel and venues, you can consider assisting the customers to call the police.

How to deal with hotel guests' complaints that the room is too cold?

1, check whether the heating equipment can work normally. If it can work normally, it belongs to the problem that the guests cannot operate;

2. If the equipment can't work normally, such as the heating is not hot, the air conditioner is not heating, or there is no hot air, engineers need to be present for maintenance. If it can be repaired soon, apologize to the guests.

3. If it can't be repaired in a short time, change rooms for the guests immediately;

4. If the room is full or the guests are unwilling to change rooms, you can add other equipment to warm the room, such as electric heating. Then add a quilt to ensure sleeping and heating.

5. If the guests are not satisfied, they should appropriately reduce the house price and send small gifts such as fruit bowls to apologize.

6. If the guests are not satisfied, they are free of rent. Or introduce it to neighboring hotels of the same level. The rent is paid by the hotel.

How to correctly understand and handle the complaint handling of guests

First of all, correctly understand the complaint.

Complaint is an expression that customers are dissatisfied with the services provided by service providers.

Grass-roots managers should welcome complaints and take the process of handling guest complaints as an opportunity to improve management and service. For most hotel staff, accepting guests' complaints is not a pleasant thing. However, it should be recognized that most guests will never complain easily. They just buried their dissatisfaction in their hearts and won't visit this hotel next time. Or tell your relatives and friends about your dissatisfaction. In this way, we lost a group of customers invisibly. Guest complaints make us realize our mistakes, which is an opportunity to improve the quality of service. Properly handling customer complaints is a good opportunity to make friends with customers, thus cultivating repeat customers and even loyal customers. Properly handling guest complaints can make guests feel that the hotel attaches importance to him and handles things efficiently, thus establishing a good image of strict management and perfect system in the hearts of guests. This is the promotion of the hotel.

Receiving guests who complain is a challenge for both service personnel and management personnel. In order to make the reception of complaining guests less difficult, make your work easier and satisfy the guests at the same time, you must master the procedures, methods and art of handling guest complaints.

In order to correctly and easily handle guest complaints, we must be psychologically prepared to receive the complaining guests.

First, establish the belief that "the guest is always right". Generally speaking, when guests complain, it means that there is something wrong with our service and management. And guests are unwilling to complain in person unless they have to or can't stand it. So first of all, we should think about the guests, establish the belief that "the guests are always right", and think about it in another role: if you are this guest, how do you feel when you encounter this situation in the hotel? What's more, in the hotel industry and even the whole service industry, we advocate that in many cases, "even if the guest is wrong, the right should be given to the guest." Only in this way can we reduce our hostility with our guests. This is the first step in dealing with guest complaints.

Second, we should master three kinds of complaints about guests, that is, seeking to vent, seeking respect and seeking compensation. Complaining about guests usually has three kinds of mentality. One is to show off your anger. When a guest meets something irritating in the hotel and complains that his ileum is not unpleasant, he will complain. The second is to seek respect. In a sense, problems with software services or hardware facilities are a sign of disrespect for guests. Guests complain in order to save face and gain respect (sometimes, even if the hotel is not at fault, guests will complain in order to show their identity or be different or "behave" in front of colleagues); Thirdly, in order to seek compensation, some guests can complain whether the hotel is at fault or whether the problem is big or small. The real purpose is not the fact itself, not to vent or respect, but to seek compensation, although he may repeatedly emphasize that "it is not a question of money." Therefore, when receiving complaints from guests, we should correctly understand and respect the guests, give them an opportunity to vent, and don't have unnecessary disputes with them. If the real purpose of a guest's complaint is to seek compensation, it depends on whether you have the right to do so. If you don't have such authorization, you should ask the superior management to receive the complaining guests.

Third, the basic principles of handling complaints

Hotel employees should have a correct understanding of complaints. It is normal for guests to complain about the hotel, which is also a sign of their trust in the hotel. Correctly handling complaints is a necessary guarantee to improve service quality. Therefore, waiters should pay attention to the following three basic principles when dealing with guest complaints:

(1) Sincerely help guests solve problems.

Guest complaints indicate that there are loopholes in the management and service of the hotel, indicating that some needs of the guests have not been taken seriously. The waiter should understand the guest's mood, sympathize with the guest's situation, try to identify with and meet the real needs of the guest, and help the guest solve the problem sincerely. Only in this way can we win the trust and goodwill of the guests and help solve the problem.

(2) Never quarrel with the guests.

When a guest comes to complain in anger, he should first choose a place to properly handle the complaint and avoid accepting the complaint in public. Secondly, you should let the guests finish their sentences, then apologize for what happened to them and thank them for their concern for the hotel. When the guests are emotional, the service staff should pay more attention to politeness and never argue with the guests. If you don't give the guest a chance to complain and try to be brave, on the surface, the waiter seems to have won, but in fact he has lost, because when the guest is proved to have made a mistake, he will never come to our hotel again next time. Therefore, the waiter should try his best to calm the anger of the guests and ask the manager ... >>

What methods are often used to deal with hotel guests' complaints?

1 appease the guests, invite them to a quiet area and pour them a glass of water. 2 Listen to the tape. Look serious and listen carefully to the questions raised by the guests. 3. Judge whether the question raised by the guest is a hotel problem. If so, solve it for the guests as soon as possible within the scope of authority. If you record the contact information of the guests beyond your authority or ask your superiors to solve it first, remember that solving customer complaints in the first place is the first element to solve customer complaints. 4. Face the guests with a retarded attitude. 5. Generally, customers' complaints are made by negligence in our work, so try to keep a low profile. At the same time, guests who can lodge complaints will generally become loyal customers of the hotel if they are handled well. Therefore, handling customer complaints must be taken seriously.