For business organizations, ensuring the customers’ or clients’ satisfaction is a priority. It is made sure that the best quality of products or services are offered satisfying the needs and wants of every consumer, customer or clients. This is simply because there are businesses wherein their success depends on the customers’ satisfaction.

Complaints are considered as dreadful to business organizations, that is why the organizations try their best to avoid having them. But not all complaints lowers the performance level of a business, these are also considered as one that could benefit the business. Why? It is because these complaints are used as basis to help the business organization to improve their services.

Hotel Guest Complaint

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Customer Complaint Sample

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Installed Guest Complaint

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What is a Guest Complaint?

Guest complaints are said to be inevitable. There are some guests who are being reasonable, and some are not (yet they make complaints for whatever reason/s). No matter how streamlined the business is, there are cases where a customer’s or guest’s dissatisfaction can affect your business.

These guest complaints should be acknowledged and dealt right away, in an effective way. A guest complaint is filed using guest complaint forms, and is submitted to the head in order to be reviewed.

How To Handle Guest Complaints in Hotels

In a hotel businesses, they have to remember that the best way to advertise their business services is through a satisfied guest. If guests are unhappy and not satisfied at all, negative feedback and bad reviews will be given to them. In handling a guest complaint in a hotel, here are the following that you need to keep in mind:

  • complaints should be forwarded to the right officer or administrator
  • allow the guest to speak and listen to the guest’s complaints (do not interrupt)
  • let the guest describe in detail the reason of their dissatisfaction
  • be calm, be patient, and be professional in handling the complaints smoothly
  • avoid guest discrimination and respect them for whatever or whoever they are
  • take responsibility and concentrate on resolving the issue
  • ask customer for his or her suggestions
  • follow up the problem with customers

These complaints in hotels are best understood if they are written in detailed on hotel complaint forms. Hotel complaint forms are used for easier understanding of what is/are the causes of the complaint/s. And is forwarded to the person-in-charge.

Complaint Submission

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Fillable Guest Complaint

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Guest Complaint Form in Word Format

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Five Steps in Handling a Customer Complaint

Customer complaints should be handled as soon as possible, because ignoring these complaints could mean for a situation or issue to worsen. These should be taken seriously since these complaints are one way of determining what is wrong with the business operations and managements. There are five simplified steps for you to take note in any cases that you encounter customer complaints. Here are ways for you to handle them:

  • Listen and understand the customer’s complaints. Give time for them to speak about everything that has made him or her dissatisfied
  • Explain your or the company’s side and try putting yourself in the customer’s position.
  • Find or offer a solution. If you cannot provide exactly what the customer is asking for, at least offer a solution as an alternate.
  • Execute the solution that you and the customer have agreed on.
  • Follow up by asking the customer regarding the solution that you had brought up.

These complaints made by the customers are written or documented using a customer complaint form. And if you happened to be a complainant, and you are looking for right document that is sufficient for you, see generic complaint form for reference. These documents are downloadable and printable, feel free to browse them.

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