how to handle customer complaints in hotel?

Question

Food Delay.
·Food is spoiled or Stones in the food /Beverages dirty glass/ bad smell/ dirty soda/ Beer / fly’s in the glass.Order is written wrong,Misunderstanding with guest
·Guest is wrong /saying lies Lying about reservation. Restaurant busy / more walk in customers waiting for seating/ some half them regular customers
·Guest is taken 6 drinks but saying no I am taken only 2(if regular )
Suppose waiter made mistake
Waiter add more money in the guest bill/ over charged /
Less charged bills
Bills is delay/ power cut or printer problem/ wrong entry
Pending bills
The particular food or drinks is not available
Because morning banquet functions evening functions setups delay
·Restaurant closing hours if new guest / regular guest comes,
·Restaurant time is over but till guest is sitting in the restaurant
·After Heavy sale guest is given food order but it is not available.
About room complaints
the above points. how to handle with customer ?how to speak ?

Answer 1

So.........is it your hotel?

I always complain if not happy and was only refused any acknowledgement of the problems once.

Answer 2

Offer them a 2-night stay or a discounted weekend with free room service or perhaps a gift card. You should know that to bring them back you're gonna have to go out of your way and offer them something that they would appreciate. As for overcharging them, give them the difference back.

If you don't know how to handle customer complaints you really shouldn't be in the service industry.

If you want, you can pay me and I'll handle the situation.

Answer 3

Each of the complaints you mention need to be dealt with differently.
sounds to me like your filling in a job application! Use your brain, otherwise you`ll end up being another numpty annoying people with bad service!

Answer 4

man you better check your entry logs and security cameras. You sound like you have a lot things to handle good luck. Hopefully you don't own the hotel

Answer 5

make sure you know what your talking about if not manager, and always have another person present as a witness, for proof or for support. either way if a customer takes any further action you have someone who can back you up!

Answer 6

What are you on about? Slow down!