MET 6: Receive and Handle Guest Concerns PDF

MET 6: RECEIVE AND HANDLE GUEST CONCERNS CHUNK 1: CATEGORIES OF GUEST COMPLAINTS & COMMON COMPLAINTS OF THE GUEST LET’S RECALL  QUESTION WHAT IS GUEST COMPLAINTS? LET’S REVIEW WHAT IS GUEST COMPLAINTS? Consumer or Guest has needs and rights to be served by the service providers....

MET 6: RECEIVE AND HANDLE GUEST CONCERNS CHUNK 1: CATEGORIES OF GUEST COMPLAINTS & COMMON COMPLAINTS OF THE GUEST LET’S RECALL  QUESTION WHAT IS GUEST COMPLAINTS? LET’S REVIEW WHAT IS GUEST COMPLAINTS? Consumer or Guest has needs and rights to be served by the service providers. When one is not met, it leads to dissatisfaction of the customer. Displaying of dissatisfaction can be termed as guest complaints. CATEGORIES OF GUEST COMPLAINTS 1. ATTITUDINAL COMPLAINTS 2. SERVICE RELATED COMPLAINTS 3. MECHANICAL COMPLAINTS 4. PRODUCT RELATED COMPLAINTS CATEGORIES OF GUEST COMPLAINTS ATTITUDINAL COMPLAINTS occurs when the guest feels unwelcomed or unimportant by the attitude of the staff. Example: “the waiter is rude” “the operator is unfriendly” “the bellboy slams the door” CATEGORIES OF GUEST COMPLAINTS SERVICE RELATED COMPLAINTS these complaints targets the service of the restaurant or the hotel. Example: “the food is blunt” “server missed my order of french bread” “the food is cold” “I ordered fresh orange juice, and yet you give me ordinary orange juice” CATEGORIES OF GUEST COMPLAINTS MECHANICAL COMPLAINTS these complaints deals with equipment malfunction. Example: “the AC in my room is not working” “the gym is not well ventilated” “no signal in TV” CATEGORIES OF GUEST COMPLAINTS MECHANICAL COMPLAINTS these complaints deals with equipment malfunction. Example: “the AC in my room is not working” “the gym is not well ventilated” “no signal in TV” CATEGORIES OF GUEST COMPLAINTS PRODUCT RELATED COMPLAINTS these are associated with tangible aspect of the hotel. Example: “the furniture looks worn out” “no enough umbrellas at poolside” “snorkeling gears, ran out very quickly at the dive shop” CATEGORIES OF GUEST COMPLAINTS Dirty utensils or table Dirty or ill-equipped restrooms Impolite or condescending servers Servers with a sloppy appearance or poor hygiene Meals or beverages served at incorrect temperature Meals are not what you ordered Feeling rushed to finish or leave by the server Server removing your plate or beverage before you finish Food does not look or taste as described in the menu Slow service Table not ready more than 15 minutes past reservation Loud or distracting diners at other tables Servers not serving water until asked Erroneous billing WHAT ISWHAT ARE THE THINGS TO DO WHEN GUEST COMPLAINT? WHAT ARE THE THINGS TO DO WHEN GUEST COMPLAINT? Any complaint received is to be deal with by the appropriate supervisor or restaurant manager. H – hear the complaint E – empathize with the guest A – apologize to the guest T – take action F – follow up