登录查看更多内容

Last updated on 2024年7月20日

Your VIP guest is dissatisfied with your team's service. How can you turn their experience around?

由人工智能和领英社区提供技术支持

In hospitality management, ensuring guest satisfaction is paramount, especially when dealing with VIP guests. However, even the most well-prepared teams can encounter situations where a VIP guest is not satisfied with the service provided. The real test of exceptional hospitality management comes in how you handle these situations and turn a dissatisfied VIP guest's experience into a positive one. It's about swift action, empathy, and the ability to go above and beyond to rectify any issues. Remember, your response to their dissatisfaction can transform their entire perception of your establishment.

此文章中的业界达人

由社区从 14 条内容中精选。了解更多

Ryan O'Toole

Managing Director at The Black Label Group
Tarek Haydar

Restaurateur | Results coaching | Balancing kindness and Strictness | Leading business with entrepreneurial spirit |…

1 个答复

1 Listen Carefully

When a VIP guest expresses dissatisfaction, your first step is to listen attentively. This means giving them your undivided attention and acknowledging their concerns without interruptions. Use active listening techniques to ensure they feel heard and understood. Paraphrase their complaints and ask clarifying questions if necessary. This approach not only helps in gathering all the relevant information but also demonstrates that you are taking their concerns seriously, which is crucial in de-escalating the situation and building trust.

添加您的观点

Oskar Burchard

Seasoned Manager | Luxury Brand Expertise | Driving Operational Excellence | Open to Global Relocation
举报内容
Give your undivided attention to the VIP guest, making eye contact and actively listening to their concerns without interrupting. Validate their feelings by acknowledging their dissatisfaction and sincere regret for any inconvenience caused. Let them know you understand their frustration and are committed to making things right.

已翻译

赞

加载更多内容

2 Empathize Sincerely

After understanding the VIP guest's concerns, it's essential to show genuine empathy. Expressing regret for any inconvenience caused is not just about saying the right words; it's about conveying that you truly care about their experience. Empathy goes a long way in hospitality management, as it helps to humanize the interaction and creates an emotional connection. This step is about making the guest feel valued and reassured that their satisfaction is your top priority.

添加您的观点

K.S. Chandrashekhar

Director at Perfect Capital Solutions
举报内容
Yes Without getting into any discussion express regret in an apologetic manner which should make the guest feel satisfied. Also provide the guest with services he likes. Follow up with repeat enquiries on the guest’s comfort.

已翻译

赞
Oskar Burchard

Seasoned Manager | Luxury Brand Expertise | Driving Operational Excellence | Open to Global Relocation
举报内容
Swiftly assess the situation and determine the most appropriate solution to address the guest's specific concerns. This could involve offering a complimentary upgrade, providing a discount, or replacing a faulty product. The key is to act promptly and decisively, showing the guest that you value their time and are committed to resolving the issue as quickly as possible.

已翻译

赞

加载更多内容

3 Act Promptly

Once you've listened and empathized, immediate action is critical. Quickly evaluate the situation and determine the best course of action to address the guest's concerns. Whether it's providing a complimentary service, upgrading their room , or rectifying a service mishap, ensure the solution is appropriate and exceeds their expectations. Prompt and effective action not only solves the immediate problem but can also prevent further issues from arising, showcasing your commitment to excellence in service.

添加您的观点

Ryan O'Toole

Managing Director at The Black Label Group
举报内容
It is crucial to swiftly take ownership of the situation. This involves acknowledging any lapses or issues on the part of the establishment and committing to finding a resolution promptly. By demonstrating accountability, you not only validate the guest's experience but also instil confidence that their feedback is being taken seriously and addressed effectively. Taking ownership of the problem shows a proactive approach to problem-solving, which can help rebuild trust and satisfaction with the guest, ultimately turning a negative experience into a positive outcome.

已翻译

赞
K.S. Chandrashekhar

Director at Perfect Capital Solutions
举报内容
This is very important. Ensure that there is no compromise towards guest needs. Look into every aspect of the guest services minutely in addition to alerting staff to be cautious and attentive. Repeating the lapses will make the guest feel that assurances given are only cosmetic

已翻译

赞

加载更多内容

4 Personalize the Solution

Personalization is key in turning around a VIP guest's experience. Tailor your response to their specific preferences and needs. If they've had a poor dining experience, for example, arranging a special meal prepared by the chef can be an impressive gesture. Personalizing the solution shows that you've paid attention to their tastes and are willing to go the extra mile to cater to them. This personalized attention can transform a negative experience into a memorable one.

添加您的观点

加载更多内容

5 Follow Up Thoughtfully

After addressing the initial complaint, following up with the VIP guest is an important step. Check in with them to ensure they're satisfied with the resolution and ask if there's anything more you can do to improve their stay. This follow-up demonstrates that you are committed to their satisfaction throughout their visit, not just when issues arise. A thoughtful follow-up can solidify a positive impression and often leads to increased guest loyalty.

添加您的观点

Oskar Burchard

Seasoned Manager | Luxury Brand Expertise | Driving Operational Excellence | Open to Global Relocation
举报内容
After resolving the issue, follow up with the VIP guest personally to ensure their complete satisfaction. This could involve a phone call, a handwritten note, or even a small gift as a gesture of goodwill. Let them know that you are available to assist them further and appreciate their feedback.

已翻译

赞

加载更多内容

6 Maintain Standards

Finally, use the feedback from the VIP guest to improve your team's service moving forward. Review and refine your service protocols and training programs to prevent similar issues from occurring in the future. Maintaining high standards of service is an ongoing process in hospitality management, and every complaint is an opportunity for growth and improvement. By learning from these experiences , you can ensure that all guests, especially VIPs, receive the exceptional service they expect and deserve.

添加您的观点

K.S. Chandrashekhar

Director at Perfect Capital Solutions
举报内容
Maintaining standards is not confined only to VIPs. It is absolutely essential in any professionally serviced units. Competition can be handled only quality and Standards of services. In case of VIPs it is one step ahead.

已翻译

赞

7 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

Tarek Haydar

Restaurateur | Results coaching | Balancing kindness and Strictness | Leading business with entrepreneurial spirit | Strategic planning | Pre-Opening Expertise | SME | P&L expertise | Continuous improvement mindset |
举报内容
I worked with a GM who used to say give me a complaint i give you a guest! Once it happened that a VIP has complained about service and the GM has invited him first to enjoy a free meal at the hotel and two for giving us another chance and for us to prove to him that we have listened to his complaint and actioned it by improving our services. This is what will win VIP's respect when they see that you have listened and reacted professionally!

已翻译

赞
Oskar Burchard

Seasoned Manager | Luxury Brand Expertise | Driving Operational Excellence | Open to Global Relocation
举报内容
Empower Your Staff: Give your team the authority to resolve guest concerns on the spot whenever possible. Offer Proactive Solutions: If you anticipate potential issues, address them proactively before the guest complains. Build Relationships: Establish rapport with VIP guests to foster loyalty and create a more personalized experience.

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

Your VIP guest is dissatisfied with your team's service. How can you turn their experience around?

1

2

3

4

5

6

7

1 Listen Carefully

2 Empathize Sincerely

3 Act Promptly

4 Personalize the Solution

5 Follow Up Thoughtfully

6 Maintain Standards

7 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

Your VIP guest is dissatisfied with your team's service. How can you turn their experience around?

1

2

3

4

5

6

7

1 Listen Carefully

2 Empathize Sincerely

3 Act Promptly

4 Personalize the Solution

5 Follow Up Thoughtfully

6 Maintain Standards

7 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