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.