Complaint management made easy

"Guests are always a pleasure. Some when they come. The others when they leave."

All hotel and catering staff are probably familiar with this saying. Because no matter how much you love your job and how well you do it, some guests seem to be out to get on your last nerve. Others, on the other hand, confirm that you have chosen the best job in the world. What can you do if you have to deal with the first category? Find out now!

The place is too sunny or a bit draughty. The food too cold or overcooked. The pillow too thin or too fluffy. Whether bizarre or justified, guest complaints happen and must be heard. Why? It's simple: the guest is always king. And a dissatisfied guest can damage the image of the entire restaurant or hotel.

Especially in times of social media and online reviews, a negative review can quickly lower the overall star rating. HOGASTJOB tells you how to prevent guests from venting their anger either to your boss or even on the World Wide Web.

In principle, the guest is always right ... even if the complaint makes you frown or smile! If the 600-gram rump steak bleu is ordered and the guest complains that it's not hot in the middle - take it away and set him a new one.

Please what? Yes, you read that right! An unhappy guest can also be positive for your business. As the saying goes: small cause, big effect!

Reason 1: Look at a complaint from a different angle: every complaint and every piece of feedback is like an external quality check. Through constructive criticism, you can improve and optimize your work processes. The same mistake is unlikely to happen to you again the second time. And if the mistake wasn't actually yours (or the company's), then at least you'll learn to keep a cool head in the event of a complaint! Practice makes perfect, as we all know.

Reason 2: Negative impressions are unfortunately shared with more people than positive ones, which is why good complaint management is all the more important. And vice versa, word of excellent service can also spread quickly. Goodwill and goodwill are therefore worthwhile! Professionally handled complaints are the best advertising. This is mainly due to the fact that understood guests feel that they have been treated well. They will remember the event fondly (!) and will tell others about this positive experience.

With a few simple strategies up your sleeve, you too will soon be shining when dealing with difficult guests - and without bursting your bubble!

This wasn't a problem for you before? Then find out how else you can recognize that you are service-oriented!

It often costs a lot of time, money and nerves to limit damage that has already occurred. Therefore: Don't let it get that far in the first place! It is worth reading the guest reviews from time to time or asking for feedback (either by means of questionnaires or in person). In this way, sources of error can be rectified before they lead to a complaint ..

Listen to the guest! And no matter how trivial the request may seem to you, take it seriously! Show understanding for your guests' needs, even if they express them in the form of complaints. If you are unsure or have not fully understood the complaint, ask! This way you show interest and avoid misunderstandings. If you receive constructive feedback from the guest, thank them sincerely.

Side tip: The first phase of the complaint is often the famous letting off steam. If the guest literally wants to vomit, then let them. As soon as he has calmed down, listen actively and ask what he wants.

There are different reasons why guests are unfriendly. One person wants to make a name for himself in front of his date as a cool guy who can get his way. The other is having a bad day and has chosen you to get rid of his anger. The fact is: you don't have to put up with everything. However, you should always remain objective and professional. Under no circumstances should you counter in the same angry manner. Because then your behavior is no better than that of your guest.

By the way: Do you think you can hide the fact that you actually disagree with them? Wrong! Your inner attitude is expressed through your body language, among other things. Your friendliness only comes across as authentic if you really want the best for your guest ...

Even if it's not easy sometimes: don't take complaints personally. It's not that you as a person are not okay, but that the guest is unhappy with something. Where there's work to be done, there are chips to be cut - and where people work, mistakes happen. That is completely normal. However, as soon as you see the complaint as an attack and start to justify yourself, everything only gets worse. As a rule, the guest simply wants a solution to their problem. So apologize sincerely and accommodate them in some way.

Once the guest has made their complaint and expressed their displeasure, you can talk about solutions. Make a suggestion: an inedible meal, a dirty room - no problem! A new dish, a dessert on the house or an upgrade and an apology will quickly take the wind out of the sails of the criticism. The most important thing: show that you are interested in finding a solution. The worst thing a guest can say is: "There's nothing we can do" or "I can't help you with that."

Good to know: A quick response time is extremely important for good complaint management. This shows how efficiently the business works and how hard you are trying to solve the problem.

Sometimes there are muddled situations in which nothing seems to help. Before things escalate, it is better to ask colleagues for help. A new face often helps to calm the guest down. Describing the complaint again sometimes also brings more clarity on both sides. If you notice from the outset that the chemistry is not right, there is no shame in asking a colleague to take over the table.

Important: "I hope no-one saw it" or "After me comes the deluge" is not a good approach when dealing with guest complaints! Instead, make a note of the incident and share it with your employees and colleagues. That way, everyone will know and the mistake can be avoided in future or you can solve the problem together if necessary.

Conclusion: No risk, no fun! When working with guests, there is always the possibility that one of them will become rude and unfriendly. That's practically part of the occupational hazard. But let's be honest: otherwise the work would be kind of boring ..

Are you made for a job in the hospitality industry? Apply now for one of the many exciting jobs on HOGASTJOB!