HANDLING CHALLENGING GUESTS!
Clients who are paying for any service expect quality! Here are suggested procedures for proper guest relations in Handling Challenging Guests
When difficult guests decide to make a complaint, it’s important to think about your tone of voice, stay polite at all times, and choose your words
- Do not argue with a guest.
- Listen objectively and carefully to all the guest has to say.
- Do not take criticism personally or react sensitively.
- If issues arise that you know to be true, agree and deal with the people concerned later.
- Do not reprimand other staff members in public.
- Deal with guests’ complaints immediately and attempts to resolve issues right then for the guest.
- Try to accommodate the guest’s needs as far as possible.
- I Apologise, even though it may not be your fault.
- After an unsatisfactory incident is resolved, acknowledge a slip in service- put a note and a bottle of wine in the room or give a discount, etc. Empower staff members to use their discretion to ensure happy, satisfied guests.
Remember:- The Client is always right unless there is a safety concern.
Note- If you hear guests are unhappy about something, do not let it continue. Step in and resolve the problem. Avoidance is not a solution.
And make sure guests leaves the lodge happy, with his/her problem solved.