This is very important. Even if we all know and are familiar with the guests' complaints or complaints, we should let the guests finish and listen carefully with a listening attitude. The best state is to take a complaint that you are already familiar with as the first time. The result of this is not only to ease the mood of the guests, but also to solve the problem well.

2. Quick response

When the guests finish speaking, we need to make a quick response to improve and make up for it, so that the guests can feel it immediately. The result of this will not only make the guests understand, but also make them feel comforted and compensated.

3. Improve the mechanism

We need to find out the root cause of the problem through the complaints or complaints of the guests, and then make improvements. At the same time, through the existing problems, improve the hotel mechanism or service process, and strengthen the training in service.

There are several types of complaints:

1, rational complaint

Dissatisfaction is due to being left out in the cold or being treated impolitely, but guests will not be angry about it. Complaints made by guests in a relatively calm situation are generally reasonable requirements. Rational guests are more rational. As long as the hotel takes immediate improvement measures, it is easy to win the understanding of the guests.

Step 2 complain of disappointment

Usually, due to the reasons of the hotel, the service items booked by the guests in advance are delayed, which will cause the guests' disappointment and trouble. The effective way to deal with such complaints is to let the guests calm down as soon as possible and take necessary remedial measures immediately.

3. Major complaints

The guests were dissatisfied, but their mood was relatively calm. He just told the object of complaint about this dissatisfaction, without any commitment from the other party. Dissatisfaction is due to being left out in the cold or being treated impolitely, but guests will not be angry about it.

4. Building complaints

This kind of complaint is likely to happen under the favorable conditions of the hotel, not in a bad mood.