A guest disputes an overcharge on their bill at checkout. How do you resolve it professionally?
A guest disputes an overcharge on their bill at checkout. Handle it with professionalism and empathy to ensure guest satisfaction.
When a guest disputes an overcharge at checkout, it's crucial to address the issue promptly and professionally. Here's how to handle it effectively:
How do you handle billing disputes in your hospitality role? Share your strategies.
A guest disputes an overcharge on their bill at checkout. How do you resolve it professionally?
A guest disputes an overcharge on their bill at checkout. Handle it with professionalism and empathy to ensure guest satisfaction.
When a guest disputes an overcharge at checkout, it's crucial to address the issue promptly and professionally. Here's how to handle it effectively:
How do you handle billing disputes in your hospitality role? Share your strategies.
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When a guest disputes an overcharge on their bill, resolving the issue professionally involves a few key steps. First, listen attentively to the guest's concerns and validate their feelings without assigning blame. Next, review the bill together with the guest, item by item, to identify and clarify any misunderstandings or errors. If an overcharge is found, apologize sincerely and correct the bill promptly. Finally, offer a gesture of goodwill, such as a discount or complimentary service, to restore the guest's trust and ensure their satisfaction.
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If that happens the first thing to do is apologize. Then ask to go over the check with the customer . If it is so , you either comp them for the mistake or offer them a gift certificate for a future visit.