The document discusses customer service and complaint handling in the hotel industry. It begins by stating that guests care more about how much a hotel cares for them rather than how much knowledge staff have. It then covers understanding why guests complain, defining staff roles in complaint resolution, learning techniques to efficiently and sympathetically handle issues. Factors like body language, expectations, value perception and examples of minor to serious complaints are analyzed to help staff provide optimal service and resolve complaints.

1. created by and property of christian alexander and lorena perez gomez 1

2. BECAUSE OUR GUESTS DON’T CARE HOW
MUCH WE KNOW…..
…..UNTIL THEY KNOW HOW MUCH WE
CARE!

3.  GAIN A BETTER UNDERSTANDING OF WHY
PEOPLE COMPLAIN, EXPECTATIONS
ABOUT SERVICE, AND THE MANY
DYNAMICS BETWEEN THE HOTEL AND ITS
GUESTS REGARDING COMPLAINTS
3

4.  DEFINE THE ROLE OF A FRONT DESK
AGENT (GUEST SERVICE AGENT,
RESERVATIONIST, BELLBOY, ETC) IN THE
RESOLUTION OF A COMPLAINT AND
DETERMINE HOW WE CAN IMPROVE OUR
ATTITUDES AND TECHNIQUES VIS A VIS
SATISFYING AN UNHAPPY GUEST. IN
ADDITION WE WILL TAKE A LOOK AT HOW
WE CAN IMPROVE PROCEDURES AND
TEAMWORK.
4

5. L.E.A.R.N. SOME VERY EFFECTIVE AND
IMPORTANT TECHNIQUES THAT CAN
MAKE US BOTH MORE EFFICIENT AND
SYMPATHETIC WHEN HANDLING
COMPLAINTS AND PROBLEMS
5

6.  If guest services is not your number one priority, then you are in
the wrong business!
The top three day–to-day priorities of any hotel:
1. SERVICE-MAKE SURE THE GUEST IS HAPPY!
2. SERVICE-IF THE GUEST ISN’T HAPPY, MAKE HIM HAPPY!
3. SERVICE-MAKE SURE THE GUEST GOES HOME….HAPPY!
PRIORITIES 4-(?) ARE ONLY THERE TO SUPPORT #s 1-3
WHAT EXACTLY DOES “HAPPY” MEAN?
ASK YOURSELF OVER THE COURSE OF THIS PRESENTATION HOW
WELL THE POLICIES, PROCEDURES, AND SERVICE SUPPORT THESE
PRIORITIES
6

7.  WHAT IS A “SERVICE CULTURE”?
 DOES THIS HOTEL HAVE A “SERVICE
CULTURE”?
 DOES OUR “SERVICE CULTURE” LIVE UP
TO OUR VALUES AND MISSION
STATEMENT?
 HOW SO AND HOW NO? WE WILL RETURN
TO THIS IDEA OF “SERVICE CULTURE”
DURING THE COURSE OF THE SEMINAR
7

8.  WHAT CONSTITUTES GREAT SERVICE?
 WHAT CONSTITUTES AVERAGE SERVICE?
 WHAT CONSTITUTES POOR SERVICE?
 WHAT ARE OUR PERSONAL EXPECTATIONS AS A CUSTOMER OR GUEST?
ARE WE SURPRISED BY GREAT SERVICE OR BY POOR SERVICE?
 WHEN WE COMPLAIN, ARE WE SURPRISED WHEN THE PLACE OF BUSINESS
DOES A GREAT JOB OR A POOR JOB IN RESPONDING TO AND RESOLVING
OUR COMPLAINT?
EXPERIENCES AS GUEST/CUSTOMER:
 A GREAT SERVICE EXPERIENCE
 A POOR EXPERIENCE
EXPERIENCE ON THE JOB;
 RECOUNT A TIME WHEN YOU DID AN EXCELLENT JOB FOR A GUEST IN
DIFFICULT SITUATION. HOW DID THE EXPERIENCE MAKE YOU FEEL?
 RECOUNT AN EXPERIENCE IN WHICH YOU THINK YOU COULD HAVE DONE
A BETTER JOB. WHAT DID YOU LEARN FROM THE EXPERIENCE?

10. FACTORS INVOLVED IN BODY LANGUAGE
 POSTURE
 EYE MOVEMENT AND CONTACT
 FACIAL EXPRESSIONS
 YOUR OWN BODY LANGUAGE
 “THE FIRST IMPRESSION”
 PHYSICAL PROXIMITY
 SEATING ARRANGEMENTS
 HOW WE TOUCH OURSELVES AND OTHERS
 HOW OUR BODIES CONNECT WITH NON-HUMAN OBJECTS SUCH AS PENS OR CIGARETTES
UNIVERSAL FACIAL EXPRESSIONS ARE:
 HAPPINESS
 SADNESS
 FEAR
 DISGUST
 SURPRISE
 ANGER
SOME BODY LANGUAGE' ISN'T WHAT IT SEEMS AT ALL, FOR EXAMPLE:
 SOMEONE RUBBING THEIR EYE MIGHT HAVE AN IRRITATION, RATHER THAN BEING TIRED - OR
DISBELIEVING, OR UPSET.
 SOMEONE WITH CROSSED ARMS MIGHT BE KEEPING WARM, RATHER THAN BEING DEFENSIVE.
 SOMEONE SCRATCHING THEIR NOSE MIGHT ACTUALLY HAVE AN ITCH, RATHER THAN CONCEALING A LIE.

11. HOW DO WE FEEL WHEN WE HAVE A COMPLAINT?
THE GUEST’S STATE OF MIND
 WHAT WE KNOW: THE GUEST IS UNSATISFIED ABOUT THE
PRODUCT OR SERVICE
 WHAT WE DON’T KNOW: EVERYTHING ELSE THAT HAPPENED
TO THE GUEST (BAD FLIGHT,ETC)
 HYPERSENSITIVITY TO PROBLEMS
WHAT ARE OUR ATTITUDES ABOUT COMPLAINTS?
WHAT ARE OUR ATTITUDES ABOUT GUESTS?...
ARE THEY OUR GUESTS OR ARE THEY JUST INTERRUPTIONS?
HOW THE DAILY CHECKLIST AND TIME ISSUES CONFLICT
WITH SERVICE
THE SIGNIFICANCE OF TRIPADVISOR AND THE INTERNET

12.  “MY WIFE AND I ARRIVED LAST MONTH FOR A ONE-WEEK STAY AT THE SHANGRI-LA HOTEL
OUTSIDE OF PUERTO VALLARTA. OUR EXPERIENCE AND IMPRESSIONS OF THE HOTEL WERE NOT
PLEASANT. WHEN WE ARRIVED, WE WERE ASSIGNED A ROOM SOMEWHAT FAR AWAY FROM
THE MAIN AREA AND WHEN WE GOT TO THE ROOM, WE FOUND IT TO BE KIND OF DARK WITH A
STRONG SMELL OF MILDEW. TO MAKE IT WORSE, THE AIR CONDITIONER WASN’T WORKING.
WE WERE NOT IMPRESSED AND RETURNED TO THE FRONT DESK TO COMPLAIN ABOUT THE
ROOM AND GET MOVED. THE AGENT AT THE FRONT DESK SEEMED LESS THAN UNDERSTANDING.
ACTUALLY SHE BORDERED ON BEING RUDE. SHE EXPLAINED THAT DUE TO THE HOTEL BEING
SOLD OUT AND VERY FEW ROOMS HAVING BEEN AVAILABLE FOR NEW ARRIVALS THAT DAY, A
DIFFERENT ROOM WAS NOT AVAILABLE THAT EVENING. SHE SAID THAT SHE WOULD LEAVE A
NOTE WITH THE MORNING STAFF TO SEE IF A NEW ROOM MIGHT BE AVAILABLE THE NEXT DAY
“BUT SHE DOUBTED IT”. THE ONLY THING SHE DID DO WAS TO CALL HOUSEKEEPING TO CHECK
ON THE MILDEW PROBLEM.
OUR DINNER THAT EVENING AGAIN WAS A MIXED EXPERIENCE, AS WERE THE FOLLOWING
NIGHTS’ DINING EXPERIENCES. THE FOOD WAS GOOD BUT WE FOUND THE RESTAURANTS TO BE
SOMEWHAT NOISY. THE SERVICE, WHILE EFFICIENT, SEEMED TO LACK ANY WARMTH. THE
WAITERS SEEMED TO HAVE TROUBLE COMMUNICATING BEYOND “MAY I TAKE YOUR ORDER”
AND THE HOSTESS SAT US IN THE MIDDLE OF THE RESTAURANT EVEN THOUGH THERE WERE
TABLES OPEN NEAR THE WINDOW AND BARELY WELCOMED US.
AS FAR AS CHANGING ROOMS THE NEXT DAY, THE SO CALLED MESSAGE ABOUT CHANGING
ROOMS NEVER REACHED THE MORNING STAFF. WHILE WE DID GET MOVED TO A (SOMEWHAT)
NICER ROOM, I FELT LIKE WE WERE TREATED LIKE A NUISANCE, NOT A GUEST. FUNNY, IF THE
SERVICE HAD BEEN BETTER…AND KINDER, I WOULDN’T HAVE FELT COMPELLED TO COMPLAIN. I
DIDN’T BOTHER COMPLAININGWHILE WE WERE THERE SIMPLY BECAUSE I DIDN’T THINK IT
WOULD GET ME ANYWHERE. AS IT IS, I WOULD ADVISE READERS TO LOOK FOR OTHER HOTEL
OPTIONS. THIS PLACE DID NOT MAKE US FEEL AT HOME. IT MADE ME FEEL LIKE I WAS AT MY IN
LAWS’ HOUSE INSTEAD.

13.  MY WIFE AND I ARRIVED LAST MONTH FOR A ONE-WEEK STAY AT THE SHANGRI-LA HOTEL
OUSIDE OF PUERTO VALLARTA. OUR EXPERIENCE AND IMPRESSIONS OF THE HOTEL WERE
MIXED. WHEN WE ARRIVED. WE WERE ASSIGNED A ROOM SOMEWHAT FAR AWAY FROM
THE MAIN AREA AND WHEN WE GOT TO THE ROOM, WE FOUND IT TO BE KIND OF DARK
WITH A STRONG SMELL OF MILDEW. TO MAKE THINGS WORSE, THE AIR CONDITIONER
DIDN’T WORK. WE WERE NOT IMPRESSED AND RETURNED TO THE FRONT DESK TO
COMPLAIN ABOUT THE ROOM AND GET MOVED. THE AGENT AT THE FRONT DESK TURNED
OUT TO BE ONE OF OUR MORE PLEASANT EXPERIENCES. SHE WAS VERY APOLOGETIC
AND UNDERSTANDING ABOUT THE SITUATION. SHE EXPLAINED THAT DUE TO THE HOTEL
BEING SOLD OUT AND VERY FEW ROOMS HAVING BEEN AVAILABLE FOR NEW ARRIVALS
THAT DAY, A DIFFERENT ROOM WAS NOT AVAILABLE THAT EVENING BUT THAT SHE WOULD
MAKE A ROOM MOVE A PRIORITY FOR THE NEXT DAY (WHICH, BY THE WAY HAPPENED
THE NEXT DAY IN A VERY EFFICIENT AND HOSPITABLE MANNER). IN THE MEANTIME, SHE
CALLED ONE OF THE RESTAURANTS AND MADE A PRIORITY RESERVATION FOR US. SHE
ALSO CALLED HOUSEKEEPING AND SENT THEM TO DO A CLEANING.
OUR DINNER THAT EVENING AGAIN WAS A MIXED EXPERIENCE, AS WERE THE
FOLLOWING NIGHTS’ DINING EXPERIENCES. WE FOUND THE RESTAURANTS TO BE
SOMEWHAT NOISY AND WHILE OK, THE FOOD WAS NOT THE GREATEST I HAD EVER TRIED.
AGAIN THOUGH, THE SERVICE MORE THAN MADE UP FOR THESE COMPLAINTS AND I WAS
IMPRESSED HOW GENUINE, KIND, AND ACCOMODATING THE STAFF WERE WHILE WE
WERE THERE. MANAGERS, TAKE BETTER CARE OF THE HOTEL FACILITIES AND YOU WILL
HAVE A VERY NICE PRODUCT. KEEP ENCOURAGING THE GREAT SERVICE AND IT WILL BE
HARD TO TELL THE DIFFERENCE BETWEEN YOU AND THE MORE WELL KNOWN HOTEL
NAMES SUCH AS MARRIOTT OR HYATT.”

14.  WHY DO OUR GUESTS GET ON SITES LIKE TRIP ADVISOR
TO EXPRESS THEIR DISSATISFACTION and WHY DON’T
OUR GUESTS BRING THEIR COMPLAINTS TO US?
A LACK OF CONFIDENCE CAUSED BY…
 AN INDIFFERENT, UNCARING STAFF
 POOR RESPONSE BY STAFF TO PREVIOUS REQUEST OR
COMPLAINT
WHAT OTHER FACTORS COULD CAUSE A GUEST TO
ADVERTISE THEIR COMPLAINTS ON THE INTERNET ?

15.  THE IMPORTANCE, OR VALUE, THAT A
CONSUMER PLACES ON ANY SINGLE OR
GROUP OF PRODUCTS OR SERVICES.
 THIS IMPORTANCE IS BOTH
MONETARY(OBJECTIVE) AND PERSONAL
(SUBJECTIVE).
 EUROPEAN PLAN vs ALL-INCLUSIVE
HOTELS…DETERMINING VALUE
 DIFFERENT PEOPLE HAVE DIFFERENT
PRIORITIES OF IMPORTANCE WHEN STAYING
AT A HOTEL. WHAT ARE YOURS?

16. •RATE THEM 1-4
1. LONG WAIT FOR TOWELS
2. NOISY NEIGHBORS – NO HELP FROM SECURITY
3. MALFUNCTION IN ROOM
4. ROOM NOT CLEANED
5. WRONG ROOM TYPE
6. MINI BAR NOT FILLED
7. PAID FOR INTERNET-DOESN’T WORK
8. RUDE WAITER
9. POOR QUALITY FOOD
10. ROOM INFESTED WITH INSECTS
11. MADE TO WAIT FOR CHECK IN
12. POWER SURGE FRIED COMPUTER
13. NO VOICE MAIL OR MESSAGE SYSTEM
14. CALLS DIRECTED TO WRONG ROOM
15. MISSED WAKEUP CALL-MISSED FLIGHT/RESERVATION

17.  FORM INTO GROUPS…..
 USING A RATING FROM 1-4, “1” BEING A
MILD COMPLAINT OR SITUATION AND
EASY TO RESOLVE AND “4” BEING A
COMPLAINT OR SITUATION THAT SOUNDS
ALL THE ALARMS, THINK OF TWO
COMPLAINTS FOR EACH LEVEL (TWO
MILD COMPLAINTS, TWO EXTREMELY
SERIOUS COMPLAINTS ETC.)

18.  THIS CONCLUDES THE FIRST PART OF THE
TRAINING. WHAT HAVE YOU LEARNED SO
FAR? THE NEXT SECTION WILL DEAL WITH
THE FRONT DESK AND GUEST SERVICES
TEAM AND HOW THEY ARE PREPARED
FOR COMPLAINT RESOLUTION AS WELL AS
WHAT WE CAN DO TO BETTER EQUIP
THEM IN ALL ASPECTS OF GUEST
RELATIONS