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.