Handing Complaints

Handling Complaints

Guest comfort does not just mean providing guests with clean rooms or giving them items that they need. Housekeeping staff may also encounter requests from guests relating to:

• Noisy people in the room next doors

• Poor views from the balcony

• Noisy elevators near the room

• Noise outside the room which disturb guests from sleep

• Lack of facilities in the room

• Quality of facilities that is below guest expectations

• Advertising that has created expectations and is not being met.

In some cases, housekeeping staff cannot directly address these issues themselves and must coordinate with other departments. The responsibility of the housekeeping staff is to only notify the authorized personnel and make sure that the item or service has been delivered immediately.

Handling Guest Requests Promptly

Housekeeping staff is very busy during their shift. They have set a number of tasks to be done before their shift ends. In spite of this, housekeeping staff must still ensure that guests requests will be handled properly on top of their usual cleaning assignments.

In case the housekeeping staff cannot immediately deliver the item or service being requested by the guest. It is advised to inform the guest the exact time on when the item or service will be made available.

However, there will also be instances when a guest asks for a particular request and the housekeeping staff is unable to give a definite answer on whether the service or item can be delivered or not. In this case, the housekeeping staff should seek further information about the item or service that is being requested or refer the guest to an authorized staff who has more knowledge on the requested item or service.

Always remember to inform the guest of how their request is being handled and keep them updated on the status of their requests

Tips for Handling Guest Complaints

Even with excellent service, complaints are inevitable. In fact, some requests are due to complaints.

• Remain pleasant and courteous at all times but do not smile while the guest is complaining

• Listen first, do not interrupt the guest

• Know the procedures for handling guest complaints as each establishment have their own set of rules

• Inform the guest how their complaint to be resolved and if they are okay with the way their request is to be handled.

• Focus on the issue and do not be affected personally by the complaint

• Apologize to the guest

• Notify your immediate supervisor and get his/her feedback on how you handled the situation