When A Guest Requests A Manager

There are certain alerts that will stop a hotelier in their tracks. Yes, the hospitality has many moving parts. It can be a challenge to get used to the ebb and flow of the day. One minute, we are focused on hiring and developing staff. Concurrently, there is a project from the ownership or brand requiring attention. We have received the surprise inspections from QA, the Health Department, or any other entity assigned to inspect various components of the operation. However, in addition to those areas described, one component confounds, confuses, and causes great angst among some leaders.?

Receiving Guest Feedback

This is also known as and is introduced by one of two questions…

"Are you the Manager?"

Or, and this might be more closely associated with a statement or request.

"I want to speak to the Manager"

Usually, feedback can come in different forms and platforms. Some arrive via the brand with an expiration time to respond. Others may appear on Social Media sites such as Trip Advisor, Expedia, and Facebook. The one way it can really give a manager pause is when a staff member informs you that someone wants to speak to the manager.?Different emotions begin to circulate in the mind.?A growing sense of tension builds, and an armor of denial vs diplomacy begins to surface. What is the Complaint? How much is this going to cost in terms of rebates or adjustments? Where did we fail? Who am I going to have to coach and counsel? It typically happens at the worst possible moment. I have a stack of paperwork, have to cover a?shift later in the day, or?have numerous emails to respond to by the end of the day.?Now, this may seem true but continuing down this train of thought runs counter towards the manner in which we should approach this scenario. We have just received an opportunity. Someone wants to voice their opinion about something face to face rather than using other non- personal yet highly effective ways of communicating. So, before making your way to where the individual waits, consider doing the following.

1.?Change your mindset from Closed to Open. You do not know the full nature of why they want to speak with you. Chances are they have some concerns about an aspect of their stay. Yes, certain concessions may factor into the conversation. Yet, you are about to interact with someone who can help guide your operation forward as a result of the conversation you are about to have with them. Keep an open mind towards how this conversation may steer your operation in a positive direction.

2.?Listen without Assuming. It is critical to allow someone to fully and completely address the reason for the discussion. Something has impacted them to the point where they feel compelled to speak. Allow them to have a voice. There will be key nuggets of truth that may be uncomfortable, yet vital towards making any necessary improvements.

3.?Take Notes. This may seem elementary yet taking notes solidifies the importance of the interaction. The other person will recognize and respect the level of importance you have placed on their situation. This fact mentally demonstrates that some sort of action will be taken.

4.?Eye Contact. You may want to look down or look away but focus on maintaining direct eye contact. The person in front of you is more important than the email, meeting, lunch, or planned departure for the day. Their overall satisfaction depends on how your presence will make them feel. Are they important enough or are you attempting to minimize or trivialize the situation? Remain focused on them!

5.?Find compelling and common ground. There are points of their feedback which speak to potential improvements in the operation. Perhaps they have surfaced something that you should consider implementing. Find the seed of value and take steps to articulate these points when you begin your response.

6.?Thank The Person. Make sure to express appreciation for the time and effort to bring up the items discussed. The feedback received is invaluable and more importantly in person to person real time. All of us recognize the alternative to real time are the platforms available to countless millions. Those platforms are difficult to overcome.

7.?Clearly Describe Response.?What are you going to do about the information and feedback received? Describe in specific terms the course of action you are going to take. It may require a simple apology or some sort of concession. Ensure clarity in your words and thoughts.

8.?Follow Thru. I cannot stress this enough. Do what you say you are going to do by the deadline you have set to get it done. Your credibility is on the line at this point. As the representative of the hotel, you are speaking on behalf of the property staff, management company, ownership, and the brand. You have been provided an invaluable opportunity when someone wants to offer feedback. You are working to re-gain credibility. Lack of follow-thru will further the divide.

How it turns out will have everything to do with the level of compassion and delivery you provide. Done correctly, you have provided a valuable service, gained a happy customer, and added a sense of positive professionalism. It comes down to our internal perception and value towards providing a quality service. So, make your way to the front and shift the message towards a positive ending. Gain the necessary insight to lead your team towards better results.

You have a true opportunity when a guest wishes to speak with you.?Your interaction will either inspire or initiate next steps from the guest. This is the time to shine and rise above anything unpleasant or the uncomfortable feedback they are offering. Use these moments to build the trust and strengthen the relationship beyond this particular interaction.