4 Step Plan To Deal With Angry Guests In A Hotel
Are you worried and at wit’s end on how to effectively handle irate and angry guests at your hotel? Don’t worry, handling angry guests need not be so difficult. There is a 4 step process to doing so. Let us briefly outline it below:
4 Steps To Deal With Angry Guest in Hotel – G.L.A.D.
The four steps for effectively and properly handling an angry hotel guest are as follows:
G – Go to the guest
L – Listen to the guest’s complaint
A – Apologize sincerely
D – Do what is needed to sole the problem
That is all there is to it! The above 4 step plan is simple but it is important not to skip or ignore any of the steps. First and foremost don’t be afraid to go and face the irate guest. Many managers hide away when any guest is in an irate mood or comes with a complaint.
It is critical that the manager or somebody in charge faces the guest. Secondly it is essential to show genuine concern and listening to the guest attentively. Don’t interrupt the guests, don’t be rude, don’t cut them off in the middle and don’t become defensive. Listen silently and carefully to what they have to say.
Take the time to understand their concerns. Responding in a calm manner can help in easing the tension a bit and can calm down the guest to an extent. Don’t deny or downplay the guest’s complain or issue.
Always apologize to the guest even if you feel the complaint is not justified. Be calm, composed, polite, professional and gentle. This way you can bring the whole situation under control and not let things flare up. Don’t think of the guest as your enemy and try not to question the guest’s intentions.
Don’t offer flimsy excuses as to why a particular thing happened. Own up and acknowledge your faults if they did happen. Instead of excuses, offer solutions.
Finally take steps to resolve the issue. Genuinely strive to resolve whatever problem is troubling the guest. Try not to go for temporary solutions, rather make an attempt to solve the problem permanently so that it does not occur again in future.
Offer solutions that satisfy the guests. Ask them if they are satisfied with the solution or not? Go above and beyond, if possible.