Krystal Resort Complaints Prevention Team understands that no hotel is perfect. There will be things that happen that a guest wants to complain about that a hotel could not have prevented. Most of the complaints that a hotel guest has are usually minor. They only become a much bigger problem when they are not addressed in a timely fashion. That is why the Krystal Resort Complaint prevention team needs to make sure that all employees know how to deal with guest complaints and that they can all fix the minor problems that guests have. All employees should be given some basic tools about how to deal with guest complaints.
- Listening – If a guest is not happy, the most important thing they want to find is someone that will listen to their problem. All employees should be taught how to listen to a guest properly. They should never ignore a guest that has a problem and they should not make the guest think they are stupid for complaining.
- Fixing Problems – Many complaints that guests have are very minor. They may need more towels in their room or they may need batteries in the remote control for the TV. These are easy to fix and employees should know how to fix them. The key to fixing minor problems is to do it quickly. That is what most guests expect.
- Never pass the buck – If a guest has a complaint an employee cannot fix, they should be able to find the person that can fix it. They should not make the guest find that person. They should get the person for the guest and explain the guests problem before they turn it over to the individual that can handle the issue.
Krystal Resort Complaints Prevention Department does not have an easy job. Each guest of a hotel or resort has their own expectations about the way they should be treated. It is difficult to be able to meet everyone’s expectations when they are so different, but that is the goal of a successful hotel or resort. When guests’ expectations are not met, they will both say nothing and be unhappy, or they will find someone to tell about their problems. Krystal Resort Complaints Prevention Department understands that how the issues are handled at this point is the key to an effective complaint prevention department.
If the goal is to prevent complaints, Krystal Resort Complaints Prevention Department knows that the one thing that has to be considered is timing. The faster problems are identified and fixed, the less likely anyone is to complain about them. There are a few things that the hotel or resort can do to help prevent complaints.
- Act quickly – If a guest is having a problem with anything in the hotel, it is important to act quickly. For example, a guest may feel that they do not have enough towels. If the towels can be taken to them right away, the problem will disappear and the guest will be happy. If an employee cannot fix something right away, they need to know where to turn to get it done.
- Don’t make excuses – It takes time to make excuses for a problem a guest is having. Instead wasting time telling a guest why the problem happened, use the time to fix the problem quickly, which will help prevent many complaints.
Krystal Resort complaints prevention team is always looking for ways to reduce complaints through various tools and methods. They will look at the complaints that guests have made in the past to see where the hotel can improve. They will evaluate the hotel for any potential problems. They will try to set in place procedures and systems that can reduce the amount of complaints that are received. They can do all of these things and can probably reduce complaints, but they are leaving out their best resource. The employees who work in the hotel every day can be the best tool that the Krystal Resort complaints reduction team has. They can be used in a variety of ways.
- Interviews with employees. The team can set up regular interviews with the different employees to ask them about the problems that they see the guests are having. Many problems are taken care of by the staff before the guest has a chance to complain, but it is still important to know about these issues.
- Incident reports. If an employee takes care of a problem for a guest, they should fill out some type of report. This is another way to gather information about what the hotel can improve on.
- Open Communication. The staff should be encouraged to tell their supervisors about anything that they think the hotel can do better. They often see things that others do not.
Krystal Resort complaints prevention team knows that if a hotel ignores the employees and the expertise they have, they are missing out on an opportunity to reduce the amount of guest complaints they have to deal with.
Krystal Resort complaints prevention team knows that if you run or work in a resort hotel, you are probably used to hearing guest complain about minor things thing. They will say that their sheets were put on the bed too tight or that their pillow was too soft. It is easy to ignore these types of complaints, but that is not the smart thing to do.
The guest who is complaining about something in the hotel usually just wants to be heard. They are not looking for handouts or for anything free. They want someone to be aware that they are unhappy and they want someone who works in the hotel to care about what they are saying.
The Krystal Resort complaints prevention team can work on the big problems of a hotel guest’s stay. They will deal with guest that is making loud noise or serious issues in the hotel room of the guest. Those types of problems may need a person that is trained to handle complaints properly. It might mean giving a refund or a free night’s stay. That is not something that every employee in the resort has the power to do.
It is possible for every employee to listen to the guests. They can later pass on the information that the guest gives them to the people in the Krystal Resort complaints prevention team. If every employee in the resort does that, the guest will feel like they are more important and that will help them overlook any problems they may have had. It is one of the simple ways for resorts to handle complaints from their guests.
Krystal Resorts Complaints team shares the most complaints that a business receives in relation to its services would be the restaurant sector. It matters not what the standard or standing of the restaurant is it is inevitable that its roster
won’t remain unsullied by several complaints from the customers who frequent it from time to time. Customers make complaints on the most obscure and unorthodox of criteria when it comes to restaurants. It is the manner in which the business owner deals with these complaints that marks the line between success and failure at maintaining the venture’s reputation intact.
The following guidelines can aid in dealing with some of the common complaints received in restaurants from the Krystal Resorts Complaints team:
1. There are those 4% of customers at a restaurant that find fault with everything and anything. The key here is to not take any of the complaints personally and try to remain at one’s best with these types of customers.
2. There are those customers who find fault with the level of temperature or audibility of the music in the restaurant. Listen to their problems and try to make an appropriate and placating fix to either of the two categories mentioned before.
3. There are those customers who are unsatisfied with the texture and taste of their meals or orders. It is thereby of extreme importance that the waiters waiting on them note down the orders carefully and closely. Also, they should make side notes for special requests as it can go a long way towards preparing a compatible and appeasing meal for the customer which subsequently brings customer contentment.
4. There are those customers who complain about the prices in conjunction with certain dishes. The owner or manager should listen to these complaints closely and attentively and after that, take the most appropriate and feasible of actions.
5. There are those customers as well who complain about other customers, such as an adjacent table with a crying baby. The trick here is to remain impartial and try to resolve both issues in an amicable and accurate manner.