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Post by Admin on Dec 2, 2015 4:19:40 GMT
Here are some steps to overcome problem in receiving guest
When listening to an upset guest:
1. Remain centered: Focus on your breathing, maintain eye contact and continue to listen to
what is being said. When guests are upset, they are looking to resolve a problem. Allow them to vent.
2. Take ownership and offer your assistance:
How does it feel to be in the guest’s shoes?
What needs does he/she have that are not being met? Example: “I can understand why
you are frustrated that your room is not ready. Please let me see what I can do to resolve
the problem.”
3. Ask probing questions: Continue to ask questions to understand what the guest is trying to say and to reassure the guest that he/she is being heard. Clarify the guest’s needs, and get more information to solve the problem: "Do you mean ...?" or "Did I understand you to say ...?"
4. Remain calm: Don't feel incompetent, angry or nervous if the guest is overreacting. The
guest has a right to express his/her feelings. This is not a personal attack on you. Don't
join the participant in an argument. Don’t tell guests to calm down, as this often makes
them angrier. Continue to listen and maintain eye contact.
5. Summarize and apologize:"You wanted the food cooked without butter." "You'd like
extra towels in your room." Apologize to them and take ownership of the problem. Assure them that you understand that this has been a mistake on the part of the hotel.
6. What will resolve situation? Explain how you will take care of this. Do you need to refer
them to another department? Communicate this in an assuring and genuine tone.
7. Do not take it personally: Do not carry any negative experiences home with you. Leave the situation in the past.
Please write your responds to the guest disappointments below;
1.
“What do you mean, you don’t
have my reservation? I called a
month ago to reserve a table by
the fountain for my 10th wedding
anniversary. This is simply
outrageous!”
2.“Hello? Is this the front desk? I
just checked in to my room, and the
bed isn’t made, and the bathroom is
messy. I can’t believe it!”
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Post by Tito Dwi Yuliyanto on Dec 4, 2015 15:45:49 GMT
1. As I understand it, I would be too,you are absolutely right,maybe there was glitch with the booking system. we have because we have no your reservation. I know you have called a month ago to reserve a table by fountain for your 10th wedding anniversary. But that is not problem, I will call our official to see if they have available room for you, if they do, I will get in touch you immediately no latter than 5 pm this evening. If my solution doesn't work for you, I'd love to hear what will make you happy. If it's in my power I'll get it done, and if it's not possible, we can work on another solution together. After I have called our clients, they have available room for you sir, but it is different with your first reservation. It is VVIP room. But, for our apologizing, that would be at no extra charge for you. if you have any problems, feel free to call the front desk. Enjoy your stay.
2. I am sorry Mr. Tito, I can fully understand why you are angry. I apologize that this occurred. We should have called you when the bed has not been ready yet. I was out to lunch. The official should have phoned me to let me know if the room is not ready. our official will fix it immediately. If we don’t find one in the next hour, I’ll reserve another room for you. If my solution doesn't work for you, I'd love to hear what will make you happy. If it's in my power I'll get it done, and if it's not possible, we can work on another solution together. I appreciate your patience.”
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Post by Tito Dwi Yuliyanto on Dec 5, 2015 11:37:08 GMT
1. As I understand it, I would be too,you are absolutely right, maybe there was glitch with the booking system because we have no your reservation. I know you have called a month ago to reserve a table by fountain for your 10th wedding anniversary. But that is not problem, I will call our official to see if they have available room for you, if they do, I will get in touch you immediately no latter than 5 pm this evening. If my solution doesn't work for you, I'd love to hear what will make you happy. If it's in my power I'll get it done, and if it's not possible, we can work on another solution together. After I have called our clients, they have available room for you sir, but it is different with your first reservation. It is VVIP room. But, for our apologizing, that would be at no extra charge for you. if you have any problems, feel free to call the front desk. Enjoy your stay. 2. I am sorry Mr. Tito, I can fully understand why you are angry. I apologize that this occurred. We should have called you when the bed has not been ready yet. I was out to lunch. The official should have phoned me to let me know if the room is not ready. our official will fix it immediately. If we don’t find one in the next hour, I’ll reserve another room for you. If my solution doesn't work for you, I'd love to hear what will make you happy. If it's in my power I'll get it done, and if it's not possible, we can work on another solution together. I appreciate your patience.” |
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Post by yuliyana dwi wulansari on Dec 18, 2015 10:44:19 GMT
Respond for situation 1 :
"We do apologize sir! I can understand why you are frustrated that your table is not ready. you say that you had reserved a table for your 10th wedding anniversary. you did it a month ago, but there is not any table ready yet for you. Please let me see what I can do to resolve the problem . I am sure this has been a mistake on the part of the hotel. I am sorry, did I understand you, sir? You would like your table has been ready. You may wait a few minute, sir. Now, we are going to serve it. For waiting your table to be ready, how about looking at our sweet garden outside? We have been decorating some parts of our restaurant. I am sure you will like it . You may take pictures there. Every couple who is celebrating their anniversary have to take their moment, haven’t they? I am sure you will enjoy it. We also have a special drink for you and your lovely wife, sir. Please, let me accompany both of you to go to the garden”.
Respond for situation 2:
“We do apologize, sir! I can understand why you are frustrated. Please let me see what I can do to resolve the problem. Do you mean the bed is not made?, and the bathroom is messy? But if I could tell you, Would you like to mention what is your number key, sir? And would you please to see and come out the room then checking out the room’s number which you were come in? I am sorry to say that you may come to the wrong room. We are sure our staff have been serving your room, sir. So, please would you check it out? Because people who have been checking out sometimes make their room unlock for our staff clean it. Well, If there is no wrong with number of the room. I am sorry, sir. It may a mistake on the part of the hotel. I make sure that our staff will come soon to serve it for you”.
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Post by siti malikhah on Dec 26, 2015 23:01:39 GMT
Respond for situation 1:
We do apologize, Sir! We will check it first. Maybe this is our mistake. We will make sure that this is our last mistake. We will reprimand our staff about this accident. As an apology, we will give you special service for your 10th wedding anniversary for free. Once again, We do apologize, Sir!
Respond for situation 2:
We do apologize, Sir! We will ask our staff to come to your room and check the bed and the bathroom. We do apologize if the bed is not made and the bathroom is messy. These are our mistake. Once again, we do apologize, Sir!
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Post by sintanurs on Jan 18, 2016 7:29:53 GMT
Respond for situation 1 :
"We are so sorry sir! we will check again your reservation. You had reserved a table for your 10th wedding anniversary in a month ago, but we have yet prepared table for you. we are sure this has been a mistake on the part of the hotel.Sorry sir,would you like waiting few minute. we will prepare your table has been ready and we will add romantic moment. please, be patient. Now, we are going to serve it. For waiting your table to be ready, how about looking at our sweet garden outside? We have been decorating some parts of our restaurant. we are sure you will like it . You may take pictures there. Every couple who is celebrating their anniversary have to take their moment, haven’t they? we are sure you will enjoy it. We also have a special drink for you and your lovely wife, sir. Please, let me accompany both of you to go to the park”.
Respond for situation 2:
“We do apologize, sir!. if we don't disturb you, Would you like to mention what is your number key, sir? And would you please to see and come out the room then checking out the room’s number which you were come in? we will check your room. if it is right your room, please let us to provide the another for you and my staff will be clear the room. we are really sorry sir of uncomfortable your reservation. now, we are going to check your room. please, wait few minute sir. you may wait in waiting room with AC and free drink and meal.
thank you
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Post by pipinardiningsih on Jan 19, 2016 13:39:43 GMT
1. we are so sorry, sir. in the service of our perceived less than the maximum, we conscious of and can understand if you feel disappointed on our services. from our side, begging you to make a complaint in detail so that we can provide the best solution. Well, because there is an error at the time of your first reservation, then from our side will bid to provide facilities such as you ordered, but on different days. We invite you to decide on the time and day. Furthermore, we will also give a discount to you. so that we can offer. thanks.
2. sorry, sir. after complaints that you submit to us, we really understand it. No complaints about the room you are not ready for use, the fewer problems we did. many guests every weekend makes us sometimes have a little problem. Right, we will solve the problem immediately clean up your room. so this does not become a big problem and make you uncomfortable, then the hotel offers to you one free dinner at our restaurant. you can use this offer for one time only by ordering a menu that has been available for free. thanks.
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Post by Septiya Riska Nafitri on Jan 29, 2016 5:26:20 GMT
1. Respond to first problem
In my opinion, the first one is saying sorry to the customer. I’m sorry sir for making dissapointed. we will check again your reservation in month ago. You had reserved a table by the fountain for your 10th wedding anniversary, but we don’t prepare yet for it. Maybe there was a glitch in the booking system. Sorry sir, would you like to wait for a moment? We will prepare a table by the fountain for your wedding anniversary. For waiting your reservation ready, we give you a voucher to shop in shopping centre in the hotel. You can buy all things there with this nominal voucher. If you want to taste the most delicious food in the hotel, you can try it with a special price too. It is the corner of the shopping centre. So, this is the free voucher for you and enjoy your shopping while we will prepare it well.
2. Respond to second problem
According to my opinion, The first one we say “Please accept my apology”. Then asks, “would you like to mention your room’s number?” We will immediately check your room. Just wait for a moment, my staff will make the bed and clean the bathroom. But if you want to move the another room, we will also prepare it for you. And I’m sorry for the uncomfortable room sir. If the customer wait the staff to prepare the room, offer him a meal and drink in the restaurant of the hotel freely. Because it can make him not be angry and it’s for the apology to him. For waiting your room is ready, please enjoy the meal and drink in our restaurant freely. There are some favorite meal and drink there. You can choose your favorite. Please, let me accompany you to go in the restuarant. Well, this is the way to the restaurant.
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Post by nimaserdawati on Jan 29, 2016 8:26:46 GMT
Respond to situation no. 1 :
In my point of view, we should say sorry to the customers first. Even we don’t know yet who is in charge of this reservation error. Maybe the fault is in the customers or maybe the hotel system. If the fault is in the customers, maybe he thinks that he had reserved a room but in fact it has been a month ago, maybe he forget to confirm the reservation, so the hotel system don’t save his reservation. If the fault is in the hotel system, maybe there is an error in the system that can’t save the reservation a month ago. However, We should reply customer’s complain as calm as possible, even the customer says bad things about the hotel reservation, because we have to give a good image for every type of customers about our hotel.
Respond to situation no. 2 :
The first thing we should say “Please allow me this opportunity to apologize for the inconveniences you experienced during your stay. You willingness to share your thoughts is appreciated”.The hotel is committed to providing customers with the highest quality services and facilities. The hotel sincerely regret customers fell the good experience. But customer’s comments are important to the success of the hotel, the customer’s need is the hotel’s first priority. The customer’s willingness to share their experience is always genuinely appreciated by the hotel. After that, you can give thank to the customers and also give the solution to the customers. You can say to the customer “ thank you for your review in our room sir, we will fix it right away now, our room service is in their way to your room now. We are sorry for the unexpected situation in your room, sir. We hope after fixing your room, you will enjoy your stay here.
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Post by anjayani on Jan 29, 2016 15:23:32 GMT
Respond to the first situation
I’m very sorry for your inconvenience. Sorry to make you very angry and disappointed. We will check the data about your reservation, you called a month ago to reserve a table by the fountain for your 10th wedding anniversary. the possibility of our staff have been wrong. We apologize once again and we will deliver you to the table empty. You do not worry about our next service. We will give discounts on appetizers.
Respond to the second situation
Good morning sir, I don’t blame you for being upset. That’s so frustrating. Let me see how I can help. My name is Anjayani. I’m the front desk agent. And I am speaking with …?”Oh, I'm so sorry, Sir. It was not acceptable at all. I know you are very tired because of the long journey. I will clean the bathtub for you soon and I will immediately put the bed room of you, or if you want, I can see if another room available
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Post by uswatululya on Jan 30, 2016 8:08:25 GMT
1. We sincerely apologise for the inconvenience and disappointment . I certainly understand your frustration that your table has not ready. I'll check again sir, You had reserved a table for your 10th wedding anniversary in a month ago but may be there is a slight mistake on the part of our hotel. so that your table is not ready. But don’t worry sir, if you don’t mind, please wait a minute. I will try to check whether there is a table that available for you or not. if we do, I will call you immediately. While you are waiting for the table to be ready , we have a flower garden that contains of many kind of flowers, maybe you can enjoy it. After we checked, we have a table available for you sir. But for our apologising, we offer a special menu for you and that would be at no extra charge for you. If you have any problems, please call the resepsionist. Have a nice wedding anniversary.
2. We do apologize sir, Would you like to mention what is your number key, sir? I And would you please to see and come out the room then checking out the room’s number which you were come in? Our staff will check your room. If it is right your room, our staff will clear your room immediately. So that you can rest comfortably. We sincerely apologise for the inconvenience and disappointment. please, wait few minute sir. you may wait in waiting room with AC and free drink and meal. If there is another problem, please call the resepsionist. Have a nice wedding anniversary.
Thank you.
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