Todays complaint handling with a customer reminded me of my fond days at the TAJ $ Radisson...Guests usually corner the most well dressed person in the staff...all modesty was always me;-) ..apparently, it's my duty to listen. Sometimes I get the impression they think I'm somehow to blame.
I don't mind, though. Bad service stories are fascinating. But often, as I hear the teller describe how the entire hotel staff conspired to ruin her stay, I see a different side. I see employees trying to help, and I see guests getting in the way. And I can't help but think that if travelers had a bit more insight into how hotels worked, they'd have more time to enjoy their trips. And I'd have more fun at cocktail parties.
Complaints are good, I always thought to myself but what gets sticky is when a customer tries to play dirty during sales calls and manipulates the boss and me (two parties) so one would succumb to pressure(my boss)and the customer wud get the benefit of a good rate..only if my boss had better sense & not think i was in it to loot him.But if you set expectations the hotel can't meet, such as a lake view without telling em the lake dries up in April ..u're in 4 trouble.., resist the temptation to shift the blame.
Yes, it feels good to unload on friends, colleagues and random strangers, but repetition heightens feelings of victimization, and chances are they're not listening anyway. If the issue is minor, speak to the front desk. If it's significant, ask for the duty manager. If tears and family heirlooms are involved, contact the general manager. If there's blood, call 911.
Now i work for a stand alone,undoubtedly the responsibility is immense,the free time =Nil ,position better.salary= I deserve better...but the owners are great,the politics still looms heavy but the good part is its a non-transferable job ..and i can stay put in apni dilli...
Hotels/Reputed Restaurants will go to great lengths to appease guests, but it's kind of hard if you're throwing furniture or lunging at our throat. Ladies are discouraged from standing sullenly aside while their husband complains, uttering little huffs to convey feelings about their husband (wimp) and the manager (moron). Gentlemen, no need to inform us of your net worth, company balance sheet, (as i never get a portion anyway),shoe size or number of Twitter followers. By virtue of being dissatisfied, you're important enough.
The other day a lady told me concierge saying she left her glares at the concierge counter and the girl flicked it..Poor girl was in tears for no fault and reputation at stake for a careless *****..guests immediately blame the nearest employee. Invariably, the item turns up. When a guest accused one of my staff members of stealing her iPod, I ran a key report and viewed security camera footage, then called her back to ask if she had checked with the stream of visitors to her room late that night. I didn't hear back. Store your valuables in the safe.
An eye for an eye. In today's economy, hotels aren't particularly enthusiastic about doling out freebies if we're not at fault. If we messed up, however, the matter should be resolved to your satisfaction. If you feel you deserve compensation, be candid-otherwise you might get a fruit basket. But be reasonable. If you want a large cash payout, you'd better be missing a limb. If you invent or exaggerate a story to get free stuff, you might get it, but you'll probably end up in hell.
Complain up. If the issue arises after checkout, send an email to the manager, who can copy it to other departments and, theoretically at least, resolve the matter quickly.
Bad things happen, even at the best places. The true test lies in how staff members respond. A little praise goes a long way. At times it may seem otherwise, but we're in this business because we love to please. Enjoy your dinner i say ladies;-)