Exceptional customer service is crucial to the success of any hotel property. It is easy to offer great service to happy clients but very difficult to deal with grumpy customers. In the hospitality industry, you will meet unfriendly guests at some point in time and you should know how to deal with them. This way, you can be confident that they will leave feeling great about your hotel business. Here are ways to deal with difficult guests.
Listen with care
Listening to guests is the first step to dealing with them. This can be quite a challenge given that most people may find their minds wandering away. This is because you are thinking ahead as you try to find ways of answering the guest. When you listen, the customer will feel that you care since you are quiet as you hear their complaints. Be sure to maintain positive body language by maintaining eye contact and an open body position. Let them know you have noted their complaints and are working to solve their issues.
Always apologize
Whether you or your employees did something, you should still apologize. It does not matter whether the complaint is legitimate or not. You apologize kindly to unfriendly guests because you still want them to be loyal customers and you do not want them to speak ill of your hotel brand to family, friends, or their followers online.
Avoid arguing
The worst thing hoteliers can do is to argue with grumpy guests about the situation. When things are emotional on both sides, then you may not have a favorable outcome. It is best to allow the hotel guest to do all the venting and when they are done, show them that their concerns have been noted and will be handled in the best way possible. Reading travel technologies news can help you find the best strategies to stay calm and avoid arguments with guests.
Find a solution
Make sure that you offer a solution to your unfriendly guest. You can ask the guest what they feel would be the perfect solution for their problem. In most cases, the solutions are always simple and when you request the customer to give a solution, you are putting them in the driver’s seat. This also shows that you care about the final outcome.
Follow up
Ensure that you always follow up with the hotel guests as this will offer closure for both parties. Check with the guest to ensure that his/her grievances were solved. You can even send them a personal note after their stay to thank them for their visit. This will show your customer that he/she is valued.
In the hospitality industry, hotel guests expect excellent customer service and this experience begins with your staff. How you and your employees deal with difficult guests is what sets your property apart from the competition. With these tips, you can turn a grumpy hotel guest into one that is happy and satisfied and may even earn a loyal client in the process. Check out travel technologies news to get more tips for dealing with grumpy hotel guests.
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