A Guide To Handle Upset Guests In Hotels Training Ppt

Slide 2

This slide provides information about dealing with angry guests and their complaints. The ways are: Listen with care, avoid arguments, take notes, don’t use aggressive body language, isolate the situation, offer immediate solution and arrive up with a conclusion.

Instructor’s Notes:

Recommendations to deal with upset guest in hotels are:

Listen with Care:

• Dealing with an upset guest is difficult but not impossible
• During the conversation with the upset guest in the hotel, don’t interrupt and listen calmly to their issue with empathy
• Always communicate with them in polite and friendly tone and try to understand their issues

Avoid Arguments:

• It is important not to argue with guests at the time of resolving any complaint as it will make situation worse
• Always give guests space and time to express their concerns
• Being rude to guests will only spoil hotels' reputation

Take Notes:

• Write down details when a guest approaches with a complaint
• Ensure that the guest feels heard, and if required, seek support of seniors to better understand the issue

Don’t Use Aggressive Body Language:

• Don’t use aggressive body language while dealing with infuriated guests; ensure you always maintain a calm and composed posture
• Rigid body language of hotel staff, such as crossed arms and scorn on the face, can infuriate the guest

Isolate the Situation:

• It is important to handle guests’ issues in isolation so that other guests in the hotel do not get disturbed or overhear the situation

Offer Immediate Solution:

• Hotel staff must fix the guests' issues with an immediate solution to avoid unnecessary escalation of the situation

Come up with a Conclusion:

• After controlling the situation, share alternatives with guest and ask them to choose the best solution from their perspective
• Double check that offer/solution provided conforms with hotel policies

Slide 3

This slide provides information regarding the recommendation to deal with upset guests’ complaints by listening to them with care.

Slide 4

This slide provides information regarding a recommendation to deal with upset guests’ complaints by avoiding arguments. It also explains that it is important not to argue with guests at the time of resolving any complaint.

Slide 5

This slide provides information regarding the recommendation to deal with upset guests’ complaints by taking notes. It also explains that the guest must feel that he has been heard, and the hotel staff should seek support of a senior to handle the situation, if needed.

Slide 6

This slide provides recommendation on how to deal with upset guests’ complaints by avoiding aggressive body language as it is counterproductive.

Slide 7

This slide provides recommendation to deal with upset guests’ complaints by isolating the situation; this ensures other guests in the hotel do not get disturbed or overhear the issue.

Slide 8

This slide provides recommendation to deal with upset guests’ complaints by comforting guests with the best offers.

Slide 9

This slide provides information that post controlling a conflict situation, share alternatives with guests and ask them to choose the best solution as per their wishes.