What are some common mistakes to avoid when dealing with angry customers in the front office?

Sometimes it is better to take the conversation away from the front office. If a customer is unhappy, it is less embarrassing for them and the team as it is not in a public environment. A one on one situation is quite often easier as there are no other distractions. A cup of tea and a seat is a far more relaxing way for a customer to get something off their chest.

- Always remember: Angry customers are like tea kettles, they need to let off steam before cooling down. ?? - Proactive Approach: Don't just be a firefighter. Prevent the fire by anticipating issues before they arise! - Stay Calm and Smile: Your demeanor can be the calming balm an irate customer needs. - Never Play the Blame Game: It's not about whose fault it is, but how can we fix it together.?? - Personalized Touch: Remember their names. A personal touch goes a long way. - Always wrap up with: "Thank you for your feedback. We’re on it!" Shows commitment and responsibility. Keep shining in that front office, and always remember: Every challenge is a lesson in disguise! ??

A guest arrived at the front desk, angry that they couldn't get into their room. The night auditor had mistakenly locked the room thinking that the guest's credit had run out. As the hotel manager, I listened to the guest's concerns, apologized, and immediately called the night auditor to get their version of events. I came up with a solution to get the guest into their room and I offered a complimentary meal and discount on their stay as a gesture of goodwill. The guest left happy, and the situation was resolved in a way that left everyone feeling positive.

In my experience, taking the time to do the following help with active listening: - Ask the guest if it is ok to take notes; then take notes! - Ask the guest follow up or clarifying questions about incident/issues - Take your time to respond, ensure the guest is finished

I have used active listening in all of my interactions. One of the reasons some of my customers call us is because they feel that no one is listening to them and that can cause an escalation.

Own the situation and show the customer you care by not focusing on telling them no but focus on how and where you can tell them yes. Find the area that is acceptable and reasonable expectation to set a precedence for the future not only for the guest but also for your coworkers who handle the desk with you.

Some people just want to be heard and have their issues acknowledged. Management should teach their staff to listen first and then ask how I can make this better. You will be surprised at the answers you get.

A common mistake to avoid when dealing with angry customers is losing composure. It's essential to remain calm, composed, and polite, even in challenging situations. This helps defuse tension and maintain professionalism, fostering a more positive interaction and increasing the likelihood of resolving the issue satisfactorily.

When it comes to customers, emphasize and apologize. Understand the customer and do what you can to make them happy. Offer something extra. Create solutions so you will be remembered for what you did.

Apologizing is so essential to dealing with an unsatisfied guest. When you sincerely apologize, you are letting them know their concerns are valid and you are empathizing with their situation. I have noticed, offten times employees try to offer a solution too quickly following an apology. Depending on the situation, take your time between the apology and solution. This gives the guest a sense of personalization in the resolution, not a one-size-fits-all bandaid. If it requires collaboration with a leader or other colleagues to determine a solution, ensure the guest is informed of a follow up time estimate and let them know you need time to find an appropriate solution.

Just last week my co worker and I experienced a rude guest from the moment he and his wife set foot in our lobby he was very rude kept asking questions while I was trying to check them in, I asked him several times to allow me to finish with his check in and I would answer any questions he had, he kept on and on and at one point said that I was being rude, because I was not answering his questions and that he was going to report me to my boss, at one point his wife asked him to step outside so that I can finish and get them to their room to relax and unwind. The next morning he did call and complain about the room the fees and me. They were there for two weeks under an RCI exchange, the room had been chosen by our reservation manager .

When dealing with angry customers in the front office, it's important to avoid the mistake of neglecting to apologize and provide solutions swiftly. Ensuring a sincere acknowledgment of the customer's grievances, offering genuine apologies for any inconvenience caused, and promptly presenting practical solutions portrays empathy and a dedication to resolving issues. This approach fosters trust and enables effective conflict resolution, ultimately leading to a more positive outcome for both the customer and the business.

There are always two sides, however to the customer, perception is reality. It is important that an escalation has taken place to respect that an issue has been acknowledged, taken on board with a remedy in place. The fact is, you cannot change the past, so what has happened has happened and a customer will know that. They will be more likely to come back if they feel steps have been taken to fix something, and they will come back to test that! Mistakes should only happen once, learn, fix and don’t let it happen again! Diplomacy is a skill no matter who is right or wrong. A good outcome for all parties is always going to be the best case. Turn a negative into a positive for all parties and everyone can be happy.

Whether it is LEARN or HEART, the key is first to avoid taking things personally. When customer service falls apart during problem resolution, it usually results from an agent becoming defensive and shutting down. There are definitely lines that I wish guests would never cross, but they do. I’ve been taught to have thicker skin. I try to teach that as well. That might be old school for 2023. A lot has changed but most of the core of hospitality still remains. Kill them with kindness.