Slide 1

TYPES OF COMPLAINER GUESTS IN HOTEL

In a hotel or restaurant everyday hundreds of guests come and go.

All are different. They come from different countries, posses different levels of education and most importantly each carries different personalities.

It is you, as a hotelier, have to handle all types of guests. According to the expressions of the complainer guests, we can classify them into these categories.

Intellectual Type:Such guests are generally are older in age.

Generally they complaint in depressed mood with calm tone. Intellectual guests try hard to be rational and beat you with their logical arguments.

Their expression remains cool all the time and they have good personality.

Such guests are quite easy to handle but sometimes you may found quite irritating too.

In order to deal with this group of people you should remember:Listen their logic properly.

Know the facts properly.

Dont rush to agree to apology first.

Be logical all the time.

Dont promise anything you are not sure. They will remember every single detail.

Dont afraid on their cool calm voice and influencing personality.

Offensive Type:Sometimes a single offensive guest is well enough to hamper your business.

They dont care anything.

Express their emotions loudly with wicked language, behave rudely and try to gatherpublic attraction.

Be prepared to take hard actions to handle such guests. Dont react aggressively.Be friendly and try to handle with calm approach. (There is no point to play with fire rather put water on fire to stop it. Your calm approach is like putting water on fire.)Isolate the guest. Offer him to talk in a corner. Suggest them to set down. Human psychology is such that when we sit we become less aggressive.Keep eye contact.Dont interrupt. Let them show their emotions first.

Try to find the right moment to response.Take notes of their complaint. (It will give you 2 advantages as the person will become careful about his complaint and language and as writing needs more time then speaking so there is a possibility that he would calm down as the time progresses.)If you cant handle then refer to the superior one.

Distressed Type:Often you may find some guests who look not feeling comfortable.

Sometime they show anger, sometime remain silent, sometime harshly question.

Their total presence, body movement, gesture, posture, language will make you feel they are not happy withThe atmosphere.

In this case follow these steps:Before they complaint at you, approach to them and ask them Is everything all right Mr. / Mrs... Or sir / Madam.

Try to find out why they are distressed. Sometimes for personal problem people show agony with third person.

If they are not satisfied with your service and facilities then follow previously discuss tips to make them satisfied.

To change their mood you can offer them freebies like free drink or free deserts etc..

Whoever your guests are, try to meet your standard.

As an hotelier all the time be prepare to serve any kind of guests. Never forget the old saying

Guest is always right