Handling Guest Complaints in Hotel

Handling guest complain
"Objective "
The employee will be able to handle guest complaint in courteous manner, solve guest problem and increase guest satisfaction.
"Outline"
- conflict
- communication
- resolution outcome
- steps of handling guest complaints
- role play
# What causes conflict :
- cultural differences
- different expectation
- communication
- conflicting values or principles

#Barries of communication :
- language / jargon
- Dissabilities
- external noise
- lack of empathy or interes
- stereotyping
- shortage of time

#Communication killing phrases
- it won't work
- we don't have time
- who do you think you are...?

# how to overcome barries
- clear
- complete
- concise
- concerete
- correct
- courteous

# resolution outcome
- win/ lose ( I win you lose)
- lose/win (I lose, you win)
- lose/lose (I lose, you lose)
- win/lose -win/lose (a compromise)
- win/win (I win you win)

# Technique in reaching win-win solution :
- choose the right strategy
- be responsible
- use positive and appropriate body language
- be assertive, make your point clear
- use active listening

# continued techniques in reaching win-win solutin
- be emphatic
- manage emotion
- gain all facts
- choose the right time and location

# step of handling complain
- listening
- apologize
- solve
- thank the guest

that's all
salam Lombok I Love you...