Handling Complaint

All members of the hotel staffs must be ready to deal with complaints. Some of them are genuine, silly, polite but firm. Most of businesses take complaints very seriously. Some complaints are more serious than others.
It is often the responsibility of an individual member of staff to deal with the problem. Sometimes, of course , it is necessary for the staff member refer to someone else such as a manager.
Suppose that you are now dealing with complaints , you should listen carefully, be polite, except when it is absolutely necessary, don't comment until the customer has said finished. Then, make a short clear apology. After that , you should repeat the complaint . This is to make sure that you have fully understood the problem and that there are no misunderstanding . When possible , you should also note down what the customer has said. Next, you should decide who will deal with the compaint . If it is not a serious one you can deal with it yourself. You should explain to the customer the action you plan to take and tell him or her when it will be done. If you decide that the manager should handle the complaint, you should first inform him or her and then arrange a meeting between the manager and the customer.