You're facing a dissatisfied guest in a fully booked property. How do you turn their experience around?

One of the valuable skills that you can acquire in the AI era is human connection and empathy. Listening to understand is a simple concept that is extremely powerful. Especially when dealing with an unhappy guest. Here are some steps to help you become a better listener when speaking with guests: - Give your undivided attention to your guest and avoid any distractions. - Validate guest feedback. - Emapthies with the guest. - Resist the urge to respond and wait until the guests have explained themselves well. Active listening will help you find the right solution to offer your guests to turn their experience around.

To turn around a dissatisfied guest's experience: Listen carefully: Let them express their concerns fully. Apologize : Show empathy and apologize for their experience. Offer a solution: Provide a quick fix if possible, like a room change or amenity adjustment. Compensate if needed: Offer something extra like a meal or discount. Follow up: Check back to ensure they're satisfied and learn from the feedback. Stay professional: Keep your cool and remain calm, no matter how upset the guest is. Document everything: Write down what the guest said and what actions has been taken. This record helps improve service in future.

When faced with a dissatisfied guest in a fully booked property, promptly acknowledge their concerns with empathy and understanding, ensuring they feel heard and valued. Apologize sincerely for any inconvenience and offer immediate solutions, such as complimentary amenities, a meal voucher, or a future discount. If possible, upgrade their experience in non-room aspects, like arranging a special tour or providing access to exclusive areas. Follow up personally to ensure their issues are resolved and to reinforce your commitment to their satisfaction, turning a negative experience into a positive, memorable one.

When you are dealing with a dissatisfied guest in a fully booked property, it's important to listen actively, apologize sincerely, and offer solutions. You may offer booking your neighbor hotels. Once you will get availability in you hotel kindly recall them or you may offer upgrade.

As rightly mentioned by one of the contributors here... in this ear of AI / Bots, human interaction has been reduced to a great extent. Excelling in guest satisfaction parameters set by the organizations / brand require a humane approach! One of the important aspect is active listening. I couldn't stress more on this to all my team members to always listen to the guest rather than speaking with them. Let them share their issues / dissatisfaction / appreciation or whatever they want to share. This not only help in working towards any specific issue which is been reported by the guest but also listening actively will also help in profiling the guest and can help gather nuances about the guest to make their future stays memorable

The first step in addressing a guest's concern is to empathize with them, ensuring they feel understood and valued. Acknowledge their frustration and communicate that you are committed to resolving the issue. If the problem is technical and can be resolved, address it promptly. If it cannot be fixed immediately, offer a sincere apology and be transparent about the situation. Whenever possible, provide complimentary services to mitigate their inconvenience.Often, the small gestures of care and understanding make a significant impact. It's not always about providing immediate solutions but demonstrating a genuine effort to find one that counts the most.

I shall be honest here, we all talk about empowering the team mates however, many a times I come across team members complaining about it. Train your team members to understand the nuances of guest management and situation handling. Also, work with your IT team / software vendors to have checks in place within the system to avoid any pilferage. Many a times when I check with the management teams about their apprehensions about empowering their teams - revenue loss is the most common issue which they mention. Which is why, I always suggest to build your systems to monitor and put checks within the system to avoid such scenarios.