What is the Guests Complaints about

Do we Know What is the Guest Complaints

Built on history and the call I receive,  most of the complaints in our resorts are. Do you know?? It is not the age of the furniture, it is not housekeeping, it is not the front desk, it is not the food!

(It is Our inability to listen effectively and responded to the guest issues in timely manner, the guest impressions we don’t care, we don’t contact the guests back to be sure their complaints were resolved to their satisfactions and our apprehension of apology)

When a guest makes a complaint, he or she is voicing a concern in relation to our resorts product or service. However, not all complaints are to be treated equally and there are several questions to ask yourself before you act, including:

?                     Has this happened before? (the guest doesn’t need to know) ?                     Have the complaints been recorded? Have we related the issue to the correct department for resolution?

?                     How often does the same compliant arise? What have we done to resolve it then? evidently, we have missed!

?                     Have the same guests reported this previously? or have this been reported previously?

?                     Is there a pattern to this complaint in how it was received? How effective the resolution was?

By answering these questions, you can take the necessary steps required to prevent them from happening again.

Handle guest’s complaints: The next time you receive a guest’s complaint, follow these tips to help transform it into a golden opportunity for our resorts.

1. Listen and understand: Always listen to our guests. They have complained for a reason and it is important to understand why they are complaining. No matter how many guests you have served that day, the most important guest is the guest in front of you at this moment! Research has shown that guests care more about quality than a fast response – Take time to listen and understand what their problem is. It is not the discount or the refund, it is about the sincerity in our approach and listening ability, show that you relay relay care.

2. Apologize: Don’t be afraid to apologize for a mistake, or preserved deficiency in the guests precipitant is ok!. Many guests are simply looking for an apology and acknowledgement of their complaint, be sincere, again this guest is the most important person, your delivery is the most important delivery for our guests! At this time! Don’t hesitant to admit when a mistake has been made, No Plames, No excuses, own it fix it, communicate it, document it, follow-up on it! Contact the guests for feedback after the correction were completed.

Don’t underestimate the importance of an apology? The research found that unhappy guests are more willing to forgive a company that offers an apology as opposed to being compensated.so it is not the money, or the food, or the discount. It is the sincere apology and the speed and efficiency of delivering ‘”he solution of their issues, it is the commitment from all of the management team to deliver a resolution that will permanently correct this problem in the future. It is doing something about their concerns! And make them feel they were a part of our successes. The research document concluded that when a guest hears the words “I’m sorry”, it triggers an immediate instinct to forgive. But, don’t just stop at the apology; follow through with a promise to resolve the complaint, own the guest complaint, follow-up with the guest.

3. Find a permanent solution: When our guests have a legitimate complaint, it needs to be solved. We have given our guests service team in every department the authority and the impairment to handle most guest’s complaints to avoid passing our guests onto a series of people and managers. If the issue has been or can be repeated, make the necessary changes so we do not receive another complaint.

4. Follow up with the guests: Follow up with our guests to make sure they are satisfied with the solution. (After confirmation of delivering the solution). Using the current forms, you already have of a follow up and ask how the complaint was handled. Almost 70% of guests leave a resort because they believe you don’t care about them. The majority of the resort general managers accept the resolution delivered by other managers and never flow-up with the guests. Very few resort general managers follow up with their guests. Following up shows you care. And this makes the guests feel important. Don’t Just accept it was completed, make the call.

5. Delver and Exceed Expectations: You have \message they communicate most! How many general managers or AGM contact the guest that hade problem the day before??

Guests complaint check list: Solving guests complaints is a lot like putting out fires. It’s reactive, and no matter how good our resorts or service is, it’s impossible to please all our guests. The next time you receive a complaint, use the following: check list to respond, resolve and keep our guests happy.  Acknowledge the complaint, Inform the guests that you are acting on the Issues. Record and categorize the guest’s complaint. Resolve the complaint quickly and efficiently . Follow up with the guests to make sure they are satisfied.

 Handling guest’s complaints is an ongoing process. We must continue monitoring all complaints on a daily, weekly and monthly basis to track new complaints and trends, and to follow up on open complaints. Remember, if a guest leaves you, you lose business. (Resolve the Problem quickly).

Proactive complaint handling: correct all complaints from the week and month before 100%!! Be sure you have addressed the issues to eliminate the problems from arising again in the future! This is the proactive approach of handling the guest’s complaints, after the consistent resort inspections, training, walking the resort, holding our managers accountable.

Conclusion: Guests complaints are important. And there’s no better way to collect direct feedback from our guests and improve our resorts or service. However, the way we handle a complaint is the difference between keeping a guest or losing one. So, the next time you receive a guest’s complaint, listen to what the guests has to say, apologize (!), find a solution and follow up to see if he or she is happy with the way you are handling it. In doing so, you are on your way to creating more loyal guests, improving our resorts Occupancy, improving profit, and delivering a better quality of guest’s service.