GUEST RELATIONS

The front office should anticipate guest complaints and devise strategies that help staff effectively resolve the situation. The visibility of the front office means that front desk agents are frequently the first to learn of guest complaints. Front desk agents should be especially attentive to guests with complaints and seek a timely and satisfactory resolution to the problem. Nothing annoys guests more than having their complaints ignored, discounted, or overlooked. While most front office staff do not enjoy receiving complaints, they should understand that very few guest actually enjoy complaining. Employees should also realize that guest who does not have the opportunity to complaint front office staff often tell their friends, relatives, and business associates instead.

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When guests find it easy to express their opinions, both the hotel and the guests benefit. The hotel learns of potential or actual problems and has the opportunity to resolve them. For a guest, this can mean a more satisfying stay. When problems are quickly resolved, guest often feels that the cares about his or her needs.  From this perspective, every complaint should be welcomed as an opportunity to enhance guest relations.

 

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