Understand few common reasons for ‘Why Guest complaints?’:
o
Unfriendly staff or lack of a warm greeting.
o
Pushy servers.
o
Excuses by the servers.
o
Lack of courtesy by servers.
o
Unhelpful attitudes of servers.
o
Overly friendly servers.
o
Not giving enough responses to guest requests.
o
When the servers are not available to take requests. And guest has
to wait for servers to return to the table.
o
Food not been delivered on time.
o
Un hygienic cutleries and crockery used.
o
Unacceptable noise levels.
o
Cramped dining area.
o
Non responsive attitude of management for complaints etc.
Handling Guest complaints:
o
Calmly and patiently listen and empathize.
o
Any complaint received is to be dealt with by the appropriate
Department Head and reported to the Resident Manager.
o
It is imperative to ensure prompt, efficient and courteous action
to any complaint received.
o
Initiate the required service recovery steps immediately.
o
The correct approach to the customer is the key to success. The
staff shall not be servile but anticipate the guests.
o
A careful watch shall be kept on the guests at all times during
the meal without being obvious.
o
Care shall always be taken when dealing with a difficult customer.
o
Never argue with a guest as it only aggravates the situation but
refer all complaints to the designated superior.
o
All written complaints (online or by letter) must be investigated
and answered promptly. They shall be handled by the Food and Beverage Manager
and brought to the attention of the Resident Manager and/or General Manager.
Record the following information on the log book :
o
Guest’s name.
o
Room number.
o
Company name.
o
Arrival relevant account details on the guest folio.
o
Refer to the guest problem in the related file.
o
Contact details of the guest email, mobile number etc.
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