Lifestyle Holidays Vacation Club Complaints prevention team understands that all complaints that guests make can usually be separated into different categories. They can be minor complaints, they can be complaints that the hotel had no control over and they can be major complaints. The complaint prevention team needs to be involved with the latter two types of complaints, but with the proper training all of the employees can deal with the minor complaints. If they do this, the minor complaints will not have the chance to turn into something much larger. Some of the things that all employees should know how to do include:
- Listening to guest complaints – If an employee listens to the guest, they can find out what the guest needs. It may be something simple like the guest needs a new towel or their room needs to be cleaned. These are things that the employee can resolve very quickly if they know what the problem is.
- Knowing who can do what in the hotel – There will be some guest complaints that an employee cannot fix themselves but that are still minor problems. The employees should know who to turn to fix the different issues that can occur in the hotel.
- Never saying it’s not your job- Those words should never come out of an employee’s mouth. Every employee’s job includes providing excellent customer service. That means that any problem the guest is complaining about is the employees job. If they can’t fix it, their job is to get someone that can.
- Not saying thank you- Lifestyle Holidays Vacation Club Complaints prevention team suggests employees should always be courteous to the guests even if the guest is complaining. The words thank you should be heard often from all employees.