This video is made by the students of STP Bali Internasional (STPBI), with purpose of learning. Hopefully it helps you in learning how to handle guest complain.
I Love hospitality industry!!! I have to say a thousands times!!! Thanks to all of you!!! Great job!!! Nice explanation!!!, Tio highly level of knowledge skills!!!! Once again thanks.
If it's a noise complaint you should never move the guest who calls to complain, it's not their fault. Instead locate the source of the noise and make contact with the loud guests. At 1st contact you ASK them nicely to keep the noise down and make them aware they are not the only guests of the hotel. Then 5-10min later if they still being too loud you make a 2nd contact and TELL them to keep it down or they will be kicked out with no refund. Then if they still don't cooperate you'll MAKE them leave. Call local PD if needed to assist with removing them off the property. If you let them get away with disrupting others, you'll just end up in the morning refunding alot of angry guests because they could not enjoy their stay, have a good night sleep etc. It'll cost you more money and bad reviews if you don't address the problem as soon as it's brought to your attention.
The hotel is supposed to offer the alternative room even from another hotel has a cooperation with. The duty manager or any responsible person there should have a communication with other hotels, unless the guest preferred refunding the amount but it will be better if you introduce the first solution :)
![How To Handle Guest Complains| How to Handling Complains in a Housekeeping Department [ Angry Guest]](http://i.ytimg.com/vi/SIlcATVtO5g/mqdefault.jpg)
I Love hospitality industry!!! I have to say a thousands times!!! Thanks to all of you!!! Great job!!! Nice explanation!!!, Tio highly level of knowledge skills!!!! Once again thanks.
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If it's a noise complaint you should never move the guest who calls to complain, it's not their fault. Instead locate the source of the noise and make contact with the loud guests. At 1st contact you ASK them nicely to keep the noise down and make them aware they are not the only guests of the hotel. Then 5-10min later if they still being too loud you make a 2nd contact and TELL them to keep it down or they will be kicked out with no refund. Then if they still don't cooperate you'll MAKE them leave. Call local PD if needed to assist with removing them off the property. If you let them get away with disrupting others, you'll just end up in the morning refunding alot of angry guests because they could not enjoy their stay, have a good night sleep etc. It'll cost you more money and bad reviews if you don't address the problem as soon as it's brought to your attention.
How would you handle if there is customer complaining about lost items or saying that one of their belonging was broken by housekeeper?
I really amazed of the characters I love it
What will you do if there is an unsatisfied guest checking out in your hotel?
wow thanks for this I really need this to learned lovelots
This is very good
Great so many guest change room. I know I am hotelier
Thank you for the sharing Mr. Thakur. Greeting from Bali.
then just wait complain from HK if soo many change room..
customers are very angry and annoyed with the facilities at the hotel that are not suitable or incomplete
Here’s what I suggest !
Galak je mbok ne nah wkwkwk
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Thank you mam
"Oh my god what kind of hotel is this"
3.33 wait, that door !?
I cant sleep very well, then why they always say good morning? Lmao
Are you guys keep slept in the morning and missed the free breakfast??
Wt the hell was that at 5:57
How you solve if room not. available. Guest want to refund money back in the night of trouble
The hotel is supposed to offer the alternative room even from another hotel has a cooperation with. The duty manager or any responsible person there should have a communication with other hotels, unless the guest preferred refunding the amount but it will be better if you introduce the first solution :)