Guest Complaint Handling

Purpose

To resolve guest concerns promptly, restore confidence and use feedback to improve service.

Scope

Applies to all verbal, written, telephone and online complaints received by any team member.

Responsibility

All team members receive and escalate the concern; Duty Manager owns resolution; General Manager reviews recurring issues.

Detailed procedure

1. Listen without interrupting, maintain eye contact and allow the guest to finish.
2. Apologise sincerely for the experience and thank the guest for raising it.
3. Ask clarifying questions and note the facts, including room number and time.
4. Offer a suitable solution within your authority, or escalate to the Duty Manager immediately.
5. Inform the guest of the action and the time it will take.
6. Follow up after resolution to confirm the guest is satisfied.
7. Record the complaint, resolution and root cause in the log and share trends in the weekly meeting.

Standards and guidelines

• The guest receives a response within 15 minutes.
• Complaints are never handled defensively or argued.
• Compensation follows the approved authority matrix.
• All complaints are logged, including those resolved on the spot.

Required records and documentation

• Complaint register
• Service recovery record
• Compensation approval note
• Weekly complaint trend report

Related images

Document control