Lifestyle Holidays Vacation Club Complaints reduction group knows that many people might think that the hardest job in a hotel is dealing with an angry customer that is complaining about the hotel. The people who work in the industry know that the reality is far different.
If a guest is in front of you screaming about something that has been done wrong, the job is actually much easier. All they have to do is calm the guest down and fix the problem that they have. They may have to offer something for free to appease the guest, but because the guest confronted them in the first place they have the chance to do it.
Lifestyle Holidays Vacation Club Complaints reduction group notes that the guest that is the hardest to deal with is the one that does not say anything. Because they do not bring up the problem to the team, there is no chance to fix it before the guest leaves. While these types of guest are much harder to deal with, there are things that the team can do to seek these guests out.
The best way to do this is to make sure all of the staff is asking the guest questions about their stay. A friendly and polite staff can get guests to talk about anything they are not happy with. If the staff does this right, there will be no silent guests to worry about.
There are other methods that can be used such as comment cards or phone surveys. The information garnered through these methods can be used to correct problems that occurred in the past. Lifestyle Holidays Vacation Club Complaints reduction group knows that it will help prevent future problems for any other guests.Read More