How You Can Manage the Complaints of Hotel Guests
There are countless headaches that come along with operating a hotel. While your main goal might be to assist people with finding the perfect accommodations for their visits, you also understand that a majority of your frustrations are going to come from these consumers. The model of “the customer is always right” is a terrible one to follow, as it suggests they know more about your company than you. However, listening to client grievances can be useful for many reasons.
Count the Problems
When you take an active step in addressing hotel complaints, you can start to create a better image for your brand. To see success with this goal, start by trying to quantify the complaints. Take stock of the issues that seem to appear the most and prioritize them. This will help you start to see which of the problems are most pressing. While it should go without saying that you need to have ample insurance coverage, try to take note of which complaints are actually covered by your plan. Areas to focus on include:
- Safety inspection of each room
- Integrity of railings, banisters, etc.
- Cleanliness of shared surfaces and furniture
Find the Best Solution
When it comes to running a hotel, there are many different ways to go about the process of keeping guests happy. Take time to take stock of complaints you hear a lot and see which issues you can take care of right away.