Common Hotel Guest Complaints Training Ppt

Slide 2

This slide provides information about types of guest complaints in hospitality industry. These are: Service related complaints, attitudinal complaints, mechanical complaints, unusual complaints, room related complaints, and food & beverage related complaints.

Instructor’s Notes:

Types of guest complaints are:

Room Related Complaints:

• Complaints related to a room include poor view, old mattresses, noisy room, dirty linen, etc.
• When guests look for online reservations, the pictures uploaded by the hotel should match with the room they have been assigned

Food and Beverage Related Complaints:

• If the hotel's accommodation facilities are good, but the preparation or presentation of food and beverages is not good, then the guests will find a reason to complain

Mechanical Complaints:

• These complaints include an issue with the equipment within the hotel
• The mechanical issues include air conditioning, lighting, room furnishing, electricity, door keys, plumbing, etc.
• It is important to maintain records of all the mechanical issues by the front office to have a clear check of things that require maintenance

Service Related Complaints:

• It includes complaints related to long waiting times, lack of assistance with luggage, etc.
• When the hotel is working at full occupancy, the front office receives more frequent complaints

Attitudinal Complaints:

• These problems are related to the attitude of the hotel staff such as impoliteness, aggressiveness and unprofessional behavior
• Generally when the hotel staff member disagrees with the guest's demands, there is tension leading to guests' complaints

Unusual Complaints:

• Problems that hotels cannot control such as traffic, weather, and transportation
• Guests expect the hotel staff to understand and try to resolve such issues. Ultimately, these issues are uncontrollable

Slide 3

This slide provides information about the room related complaints of guests in hotels such as poor view, old mattresses, noisy room, dirty linen, etc.

Slide 4

This slide provides information about the food and beverage related complaints of guests in hotels. It explains that if the hotel's accommodation facilities are good, but the preparation or presentation of food and beverages is not good, then the guests have a reason to complain.

Slide 5

This slide provides information about the mechanical complaints of guests in hotels such as non-functional AC, lighting, room furnishing, electricity, door keys, plumbing, etc.

Slide 6

This slide contains information on service-related complaints by guests in hotels. It also explains that when the hotel is working at full occupancy, then service-related complaints are received more often by the front office.

Slide 7

This slide provides information about the attitudinal complaints of guests in hotels. It explains that these problems are related to the attitude of the hotel staff such as impoliteness, aggressiveness and unprofessional behavior.

Slide 8

This slide provides information about the unusual complaints of guests in hotels. It explains that the guests expect the hotel staff to understand and try to resolve such issues, but these issues are out of their control.