登录查看更多内容

How can you build a positive relationship with a difficult guest?

由人工智能和领英社区提供技术支持

As a hospitality manager, you may encounter guests who are unhappy, rude, demanding, or even aggressive. How can you handle these situations without losing your professionalism, reputation, or sanity? In this article, we will share some tips on how to build a positive relationship with a difficult guest, and turn a potential conflict into an opportunity for customer satisfaction and loyalty.

此文章中的业界达人

由社区从 8 条内容中精选。了解更多

Maureen Lawton, Ed.S.

People & Culture, Workplace Experience, Inclusive Spaces, Animation | DEIB Strategy Consultant | DEI Advocate I…
Oka Witantra

Corp. GM / Hotel Management Trainer/ Hotel Analyst / Consultant / Guest Lecturer
Silas Grecco

Capacita??o e Facilita??o em Hospitalidade e Experiência do Cliente | ???? Falo sobre #hospitalidade para uma cultura +…

1 Understand the problem

The first step to dealing with a difficult guest is to listen to their complaint or request, and try to understand the root cause of their dissatisfaction. Is it a service issue, a personal preference, a misunderstanding, or a genuine mistake? Show empathy and respect, and avoid interrupting, arguing, or blaming. Ask open-ended questions to clarify the problem, and repeat back what you heard to confirm that you understood correctly.

添加您的观点

Maureen Lawton, Ed.S.

People & Culture, Workplace Experience, Inclusive Spaces, Animation | DEIB Strategy Consultant | DEI Advocate I Purpose-Driven Leadership I Speaker I Podcaster
举报内容
Listen and take notes. Make sure you follow up with the client and give them updates. Most people want to know they are seen and heard.

已翻译

赞
Oka Witantra

Corp. GM / Hotel Management Trainer/ Hotel Analyst / Consultant / Guest Lecturer
举报内容
There are still some point to highlight during this phase: -Maintain Calm and Composure Demonstrate a calm and composed demeanor throughout the interaction. -Apologize Sincerely, A sincere apology demonstrates humility and a commitment to addressing the concern. - Avoid counter back: in this stage never counter guest explanation, just dig more info to get deep understanding on the whole situation, focus on listening. - Good body gesture: eye contact and face expression is next, with good expression they will open heartedly their problem. - The smallest guest complain is the biggest problem to be solved, take everything seriously, do not take it easy on guest complain, best way to develop the service most of the time lays on guest concern.

已翻译

赞
Cristina Imperial Carl
举报内容
In any difficult situation, the first step is to get a complete picture of the situation. Collect as much information as possible. It's important not to make assumptions. Also, making an effort to fully understand a guest's concerns often starts to diffuse the situation since they can see that you are interested and care.

已翻译

赞
Afonso Magalh?es

DIRECTOR OF SALES | MAMA SHELTER
举报内容
By understanding the guest's point of view, actively listening, empathizing, and proactively addressing concerns, you can lay the foundation for a positive relationship and potentially turn a challenging situation into an opportunity to showcase exceptional customer service.

已翻译

赞

2 Offer a solution

Once you have identified the problem, offer a solution that is reasonable, fair, and consistent with your policies and standards. Explain how you will resolve the issue, and what steps you will take to prevent it from happening again. If possible, give the guest some options or alternatives to choose from, and let them feel involved in the decision-making process. If you need to consult with someone else, or check on something, inform the guest and keep them updated on the progress.

添加您的观点

3 Apologize and thank

Even if the problem was not your fault, or you think the guest was being unreasonable, apologize for any inconvenience or disappointment they experienced, and thank them for bringing it to your attention. A sincere apology can go a long way in diffusing tension and restoring trust. Thank them for their patience and cooperation, and for choosing your establishment. Express your hope that they will enjoy the rest of their stay, and invite them to contact you again if they need anything else.

添加您的观点

Cristina Imperial Carl
举报内容
Always important to apologize. Owning what makes a guest feel disappointed will help start to rebuild trust. Of course, thanking the guest for their patience and understanding is also key. Giving them your information so they have someone to contact inc ase of any more concerns is also nice.

已翻译

赞

4 Follow up and follow through

After you have offered a solution, make sure that you deliver on your promise, and follow up with the guest to check if they are satisfied with the outcome. If you said you would do something, do it as soon as possible, and let the guest know that you did it. If you offered a compensation, such as a discount, a free upgrade, or a complimentary service, make sure that it is reflected on their bill or receipt. If you received feedback, positive or negative, acknowledge it and act on it accordingly.

添加您的观点

Cristina Imperial Carl
举报内容
Once you give options and the guest agrees to a solution make sure it gets done. It should be done well and on time. If at all possible, go above and beyond when delivering the solution. Then follow up with the guest that everything et their expectations.

已翻译

赞

5 Learn and improve

Every encounter with a difficult guest is an opportunity to learn and improve your hospitality skills. Reflect on what went well, and what could have been done better. Ask yourself what you learned from the situation, and how you can apply it to future scenarios. Share your experience and insights with your colleagues and supervisors, and seek their feedback and support. Identify any gaps or weaknesses in your service delivery, and look for ways to enhance your quality, efficiency, and consistency.

添加您的观点

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Silas Grecco

Capacita??o e Facilita??o em Hospitalidade e Experiência do Cliente | ???? Falo sobre #hospitalidade para uma cultura + #humana nas empresas | +15 anos de experiência com atendimento de alto padr?o
举报内容
Um ponto que eu adicionaria é que nem todo cliente difícil é sua obriga??o de resolver. Um dos objetivos do cliente difícil é “te provocar”, perceber que ele mexeu com você de alguma forma. Por mais que você desenvolva técnicas de guest recovery, haverá clientes que você irá sentir gatilhos e n?o conseguirá acessar essas ferramentas, ficando nervoso e n?o conseguindo lidar com a situa??o mesmo com anos de experiência. Por isso o ponto extra é: pe?a ajuda! Saia de situa??es que você sente que irá perder o controle e pe?a para outra pessoa continuar. Isso irá permitir que o cliente n?o personifique mais você como o vil?o e mude a frequência de suas emo??es para falar com outra pessoa; que por sua vez n?o está t?o envolvida emocionalmente.

已翻译

赞
Valentin Quintero Gomez

Comms lead en Global Shapers (WEF) Cartagena | Administración Internacional | Interlingua
举报内容
Durante un evento masivo, este huésped, aunque no estaba registrado en el evento, necesitaba una sala de juntas de negocios en un momento crítico. Decidí aprovechar la oportunidad. A pesar de no formar parte del evento, gestioné una sala del business center, acondicionada como una sala exclusiva, satisfaciendo sus necesidades específicas. Coordiné también con room service para el valor agregado. Esto transformó la percepción del huésped. Su experiencia positiva se tradujo en comentarios favorables que destacaron la adaptabilidad y el servicio personalizado del hotel. La importancia de abordar incluso los desafíos aparentemente imposibles con creatividad y compromiso fortaleciendo la reputación del hotel durante el evento y más allá.

已翻译

赞

Hospitality Management

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

How can you build a positive relationship with a difficult guest?

1

2

3

4

5

6

1 Understand the problem

2 Offer a solution

3 Apologize and thank

4 Follow up and follow through

5 Learn and improve

6 Here’s what else to consider

Hospitality Management

给文章评分

感谢您的反馈

更多Hospitality Management相关文章

更多相关阅读内容

How can you build a positive relationship with a difficult guest?

1

2

3

4

5

6

1 Understand the problem

2 Offer a solution

3 Apologize and thank

4 Follow up and follow through

5 Learn and improve

6 Here’s what else to consider

Hospitality Management

给文章评分

感谢您的反馈

查看其他技能