Difficult and demanding: How to deal with complaining guests

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Guests are the lifeblood of hotels and of the whole hospitality industry. It is important to keep every guest satisfied because anything less than excellent service can keep even the potential clients away. While it is true that "you can't please everybody", the job of hospitality management and staff is to ensure that everybody is pleased. So how do you handle guests who complain and are hard to please? Here is a step-by-step guide for handling difficult and demanding people:

Listen

Allow the guest to speak his or her mind. Don't interrupt even if they have said something incorrect or if you have an objection to their complaint. Let them voice their side before providing an explanation.

Apologize

The customer is always right – although it sounds unfair and biased, it's not advisable to go against it. Even if you don't have any fault in the matter, in behalf of your fellow staff members or the management of the hotel, you should always apologize for not meeting the client's expectations. A sincere apology can ease a guest's ire.

It also doesn't help to point fingers or blame someone else for the inconvenience. Simply accept the complaint and move on to the next step.

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Solve

If there is a problem that needs to be fixed, you need to find the solution. If a guest is dissatisfied, look for a way to turn the situation around. It is your duty as a part of the hotel to address any issues guests have and to solve it as soon as possible. If it's beyond your power, relay the problem to someone who does have the authority to address the situation.

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With over 40 years of experience, John Jefferis is a dominant figure in the hospitality industry. Find out more about his expertise by liking this Facebook page.