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Handling Guest Complaints
DESINGED BY
Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Hotel and Tourism Management,
MAHARSHI DAYANAND UNIVERSITY, ROHTAK
Haryana- 124001 INDIA Ph. No. 09996000499
email: skihm86@yahoo.com , balhara86@gmail.com
linkedin:- in.linkedin.com/in/ihmsunilkumar
facebook: www.facebook.com/ihmsunilkumar
webpage: chefsunilkumar.tripod.com
A problem solved on time will
definitely bring the guest back
Make it easy for the guest to express his concerns
There can be 4 types of complaints
Mechanical
Attitudinal
Service related
unusual
The basic rules
Not listening will not solve the problem
Always!
Listen with empathy
Give your undivided attention
Lack of attention
will anger the
Guest even more
Maintain eye contact
Stay calm !
Never…
Get aggressive
or flustered
or pick up a fight with the
Guest
Apologize
Express Regret
Offer solutions
Never make a promise which
you don’t have authority to keep
Inform the guest
how much time
it may take
to resolve the problem
Try to resolve the problem immediately…
Act on the problem
Monitor
progress
of the
situation
Follow up
And
check to ensure
whether the guest
is satisfied
with the solution
Remember !......!.....!
Some guest are never satisfied, don’t let them effect you
If problem cannot be solved ,admit it
If the guest is very angry don’t
try to resolve the problem alone
DESINGED BY
Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Hotel and Tourism Management,
MAHARSHI DAYANAND UNIVERSITY, ROHTAK
Haryana- 124001 INDIA Ph. No. 09996000499
email: skihm86@yahoo.com , balhara86@gmail.com
linkedin:- in.linkedin.com/in/ihmsunilkumar
facebook: www.facebook.com/ihmsunilkumar
webpage: chefsunilkumar.tripod.com

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Guest Compliant handling-

  • 1. Handling Guest Complaints DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com
  • 2. A problem solved on time will definitely bring the guest back Make it easy for the guest to express his concerns
  • 3. There can be 4 types of complaints Mechanical Attitudinal Service related unusual
  • 5. Not listening will not solve the problem Always! Listen with empathy
  • 6. Give your undivided attention Lack of attention will anger the Guest even more Maintain eye contact
  • 7. Stay calm ! Never… Get aggressive or flustered or pick up a fight with the Guest
  • 9. Offer solutions Never make a promise which you don’t have authority to keep
  • 10. Inform the guest how much time it may take to resolve the problem Try to resolve the problem immediately…
  • 11. Act on the problem
  • 13. Follow up And check to ensure whether the guest is satisfied with the solution
  • 14. Remember !......!.....! Some guest are never satisfied, don’t let them effect you If problem cannot be solved ,admit it If the guest is very angry don’t try to resolve the problem alone
  • 15. DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com