Monthly Archives November 2013

Krystal Resort Complaint Prevention Team Discusses Methods of Training Employees to Address Complaints

The Krystal Resort Complaint Prevention Team works hard to keep all of the guests in a hotel happy. They have plans and procedures in place that not only help them deal with guest complaints, but also help prevent complaints from happening. The complaint team has the training to deal with guest complaints. They need to realize that they are not the ones that get to deal with the guests first. There are many times when the employees of a hotel are the first line of defense when it comes to guest complaints. The Krystal Resort Complaint Prevention Team knows that because of that there are certain things that should be taught to all employees about dealing with complaints.

  • Never ignore the guest complaint – The guest does not know who the right person to fix a problem is. They will find any employee they can. An employee should not ignore a guest because the complaint is not their job. They should know how to listen to a guest to find out what is wrong and to help them find the person that can fix the problem.
  • Never talk about a complaining guest – Employees may tell stories of a gust that has complained. They should not do this anywhere in the hotel. It is possible that the person who did the complaining can find out hotel employees are talking about them. That will lead to more complaints.
  • Never take blame – No matter whose fault it is, a hotel employee should not take the blame. They should focus on resolving the guest complaint rather than who is to blame.
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