Guest Complaint Form Format

Purpose

To record each complaint with its cause and resolution.

Scope

Used by all departments.

Responsibility

Receiver completes; Duty Manager resolves; General Manager reviews.

Detailed procedure

1. Add the date, time, guest name and room number.
2. Add the received by, the department and the nature of the complaint.
3. Add space for the details in the guest’s own words.
4. Add the action taken, the person responsible and the time of resolution.
5. Add the guest’s satisfaction and the follow-up date.
6. Add the manager’s signature.

Standards and guidelines

• Every complaint is entered, even if resolved immediately.
• Forms are reviewed weekly.
• Trends are shared with the departments.

Required records and documentation

• Complaint form
• Complaint register
• Weekly summary

Related images

Document control