As much as we would like to avoid it, situations may arise where a hotel guest becomes angry or dissatisfied with their stay. It is important for hotels to have a plan in place to handle these situations and ensure that guests leave satisfied. In this article, we will explore strategies and best practices for how hotels can handle angry guests.
If you’re short on time, here’s a quick answer to your question: hotels handle angry guests by listening to their concerns, empathizing with their situation, offering solutions to the problem, and following up to ensure their satisfaction.
Listen to the Guest’s Concerns
When a guest is angry, it’s important to take the time to listen to their concerns. Interrupting them or dismissing their complaints will only make the situation worse. Instead, give the guest your full attention and let them speak without interruption.
Ask Open-Ended Questions to Understand the Issue
Asking open-ended questions can help you get a better understanding of the issue at hand. Rather than asking yes or no questions, ask questions that require a more detailed response. For example, instead of asking “Did you have a problem with your room?” ask “Can you tell me more about the issue you experienced with your room?” This will help you get to the root of the problem and find a solution.
Paraphrase to Show You Understand Their Perspective
Paraphrasing is a technique that involves restating what the guest has said in your own words. This shows the guest that you understand their perspective and are taking their concerns seriously. For example, if a guest says “I’m really upset that my room wasn’t cleaned properly,” you could paraphrase by saying “I understand that you’re frustrated because your room wasn’t cleaned to your satisfaction.”
By listening to the guest’s concerns, asking open-ended questions, and paraphrasing to show that you understand their perspective, you can demonstrate that you care about their experience and are committed to finding a solution to their problem.
Empathize with the Guest’s Situation
Dealing with angry guests can be a challenging experience for hotel staff. However, the first step to resolving any conflict is to empathize with the guest’s situation. This means putting yourself in their shoes and trying to understand their perspective and feelings. Here are some strategies and best practices to show empathy towards angry guests:
Use empathetic language to show you understand their feelings
Using empathetic language is a powerful way to show the guest that you understand their feelings and empathize with their situation. For example, you might say:
- “I can understand how frustrating this must be for you.”
- “I’m sorry to hear that you had a bad experience.”
- “I can imagine how disappointing this must be for you.”
By using this type of language, you are making it clear that you are on the guest’s side and that you want to help them find a solution to the problem.
Acknowledge their frustration and apologize for any inconvenience
Acknowledging the guest’s frustration and apologizing for any inconvenience is another important step in showing empathy towards angry guests. This shows that you are taking their concerns seriously and that you are committed to finding a solution. For example, you might say:
- “I’m so sorry that you had to deal with this issue.”
- “I apologize for any inconvenience this has caused you.”
- “I understand how frustrating this situation must be for you, and I’m sorry.”
By apologizing and acknowledging their frustration, you are showing that you care about their experience and that you want to make it right.
Show that you are on their side and want to help
Finally, it’s important to show the guest that you are on their side and that you want to help them find a solution. This can be done by actively listening to their concerns, asking questions to clarify the situation, and offering possible solutions. For example, you might say:
- “Let’s work together to find a solution that works for you.”
- “I’m here to help you in any way that I can.”
- “What can we do to make this situation right for you?”
By showing that you are on their side and that you want to help, you can help defuse the situation and work towards a positive resolution.
Offer Solutions to the Problem
When a guest is angry or upset, it is important to offer solutions to resolve the issue. One of the key strategies is to listen to the guest’s complaint and empathize with their situation. Once you understand the root of the problem, you can present options to resolve it.
Be willing to make concessions or offer compensation
Sometimes, a guest’s complaint may require more than a simple apology. In these cases, it is important to be willing to make concessions or offer compensation. This can include offering a discount on the guest’s stay, providing a complimentary meal or amenity, or even upgrading the guest to a higher room category.
According to a survey conducted by Hotel News Resource, 71% of hotel guests who received a satisfactory response to their complaint said they would be likely to return to the hotel in the future.
Ensure that the solution is feasible and satisfactory for the guest
When offering a solution to a guest’s complaint, it is important to ensure that it is feasible and satisfactory for the guest. This means taking into account the guest’s preferences and needs, as well as the hotel’s policies and limitations.
One way to ensure that the solution is feasible is to involve other members of the hotel staff, such as the front desk or housekeeping team. By pooling resources and expertise, the hotel can come up with a solution that meets the guest’s needs and is realistic to implement.
Follow Up to Ensure Satisfaction
When dealing with an angry guest, following up to ensure their issue has been resolved is crucial. A quick call or email can go a long way in making the guest feel heard and valued. This step also provides an opportunity to address any lingering concerns or questions the guest may have.
Check in with the guest to ensure their issue has been resolved
Following up with the guest after their initial complaint allows you to ensure that their issue has been fully resolved. This step shows the guest that you care about their experience and are committed to making it right. If the issue has not been fully resolved, this is an opportunity to take additional steps to address the problem and prevent it from happening in the future.
Thank them for bringing the issue to your attention
It is important to thank the guest for bringing their issue to your attention. This shows that you value their feedback and are committed to improving the guest experience. It also provides an opportunity to apologize again for any inconvenience they may have experienced.
Use their feedback to improve future guest experiences
Guest feedback is incredibly valuable in improving future guest experiences. Use the feedback provided by the angry guest to identify areas where improvements can be made. This could include staff training, process improvements, or changes to the physical space. By using guest feedback to make improvements, you can help ensure that future guests have a more enjoyable and stress-free stay.
According to a survey conducted by Qualtrics, 70% of guests who had a problem with their stay said that the hotel’s response to the issue was more important than the issue itself. By following up with guests and using their feedback to improve future experiences, hotels can demonstrate their commitment to customer satisfaction and build lasting relationships with guests.
Train Staff on Handling Angry Guests
One of the most important aspects of handling angry guests is to ensure that hotel staff are properly trained. This involves providing them with resources and guidelines for dealing with difficult situations. Staff should be aware of the hotel’s policies for handling complaints and have access to scripts for responding to common complaints.
Provide staff with resources and guidelines for handling angry guests
Hotels should invest in resources such as training manuals, videos, and online courses that provide staff with the necessary knowledge and skills to handle angry guests. These resources should cover topics such as active listening, conflict resolution, and de-escalation techniques. Additionally, hotels should have clear guidelines in place for handling complaints, including a process for escalating issues to management if necessary.
Role-play scenarios to practice de-escalation techniques
Role-playing is a great way for staff to practice their de-escalation techniques in a safe and controlled environment. Hotels can create scenarios that mimic common complaints and have staff practice responding to them. This can help staff feel more confident and prepared when dealing with difficult guests.
Encourage staff to remain calm and professional in difficult situations
Dealing with angry guests can be stressful and emotionally taxing, but it’s important for hotel staff to remain calm and professional in these situations. Encourage staff to take deep breaths, maintain eye contact, and actively listen to the guest’s concerns. It’s also important for staff to acknowledge the guest’s feelings and apologize for any inconvenience they may have experienced.
By properly training staff on how to handle angry guests, hotels can ensure that they are providing a high level of customer service even in the most difficult situations.
Conclusion
Handling angry guests is an inevitable part of the hotel industry, but with the right strategies and best practices in place, hotels can turn a negative experience into a positive outcome. By listening to the guest’s concerns, empathizing with their situation, offering solutions, and following up to ensure satisfaction, hotels can maintain a positive reputation and retain loyal customers. Remember to also train your staff on how to handle angry guests to ensure that every guest interaction is handled with professionalism and care.
