Guest Relations Management Exec video 3.pptx

M 9111 Advanced Hospitality Operations Guest Relations Management Complaint Management Process Identify Follow up Corrective Actions This Photo by Unknown Author is licensed under CC BY- Complaints Management Process: Identifying complaints All Guest complaints deserve attention, no matter...

M 9111 Advanced Hospitality Operations Guest Relations Management Complaint Management Process Identify Follow up Corrective Actions This Photo by Unknown Author is licensed under CC BY- Complaints Management Process: Identifying complaints All Guest complaints deserve attention, no matter the level of its importance. We need to categorize the root and category of the complaint: 1.Mechanical 5. Unusual 2.Connectivity 3.Attitudinal 4 .Service-related Complaints Management Process: Follow Up Managers should implement procedures to satisfactorily address and deal with guest complaint. Factors to be considered: • Never deal alone with a complaint. Investigate and do a research about the events. • Do not make promises that exceed your authority limits. • Honesty is the best policy. • Train your staff regarding guests prone to complaint. Importance of training. • Keep record and track the progression of each complaints. mplaint Management Process: Up Listen with concern and empathy Isolate the guest in a separate room Stay calm. Do not take it personally. Show a personal interest. Concentrate on the problem. Take notes. Set a time for solutions. Offer choices. Monitor the progress. Follow up. Complaint Management Process: Corrective Actions: Probably, the most important step in this process. It requires coordination between departments to analyze each case in detail. Focus on identifying the main reason of the complaint. Specify and stipulate a cost for the solution. Track the expenses in compensation. Evaluate the impact in the Budget. Guest Relations Management: How to measure the Guest Satisfaction The NPS is not expressed as a percentage but as an absolute number lying between -100 and +100. (Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter). For instance, if you have 25% Promoters, 55% Passives and 20% Detractors, the NPS will be +5. A positive NPS (>0) is generally considered as good. Don’t make the common mistake of placing a percent sign (%) behind your NPS score, it is not a percentage. References Kasavana, M. L. (. (2017). Managing front office operations (10th ed.). Educational Institute of American Hotel and Lodging Association Learning outcomes 1. Evaluate the structure of different departments, recognize challenges, and provide solutions in order to improve the daily hotel operations. 2. Optimize processes and budget by selecting the necessary tools. 3. Maximize revenue and improve staff development by implement optimal strategies.