Convert Complaints Into Opportunities

While guest grievances in hospitality business are inescapable, hotels can train their teams to be alert and attentive towards customer needs so that not every complaint turns into an issue

- Vinita Bhatia

In a people intensive and people invested industry like hospitality, dealing with guest complaints is par for course. Every hotel associate has endured it at some point of their career – from a grumbling groan to a full-blown outburst – and understandably, dreads it.

However, in this service-oriented business, guest issues are inevitable. The onus therefore lies on hoteliers to ensure that not every complaint turns into an out-and-out problem.

To avoid these situations, Nalin Mandiratta, area general manager, South India and general manager, Crowne Plaza Chennai Adyar Park, believes that a hotel needs to prepare well in advance to understand what customers expect from it and what brand propositions that are delivered from the product and service perspective. Further, it is essential to accept that customer delight is the best way to get repeat business. For that one needs to empower the team and believe in them to take the right decisions from the customer’s perspective.

“Customers should receive immense satisfaction from the brand as per the brand promise. While guest complaints are inescapable, we take measures by training our team members in the hotel to be alert and attentive towards client needs,” he said.

FOCUS ON RESOLUTION

Creating a culture of trust and heightened customer experience in a hotel organisation is crucial when it comes to ensuring guest satisfaction. Unless associates have the conviction that their company has faith in their abilities to resolve an issue, they will not be able to deal with any situation with confidence either.