[HK] Solving Complaint

HANDLING COMPLAINT
Dosen : Rudy Juanto S. ST. PAR

STP SAHID JAKARTA KAMPUS SUDIRMAN

Muhammad Rizky Adi Prasetyo

2017130050

Felicia Natania

2017130020

Eka Syahfitri

201713009

Gabriel Tora

20171300

.Problem : 

The public area attendant are doing project on lift, it makes the lift is out of order at the moment. A guest come to you  and give  a complain. He said, “why it takes so long? I am going to my room quickly!”

Solution :

As a hoteliers. Keep it in mind if you meet guest complaint. First, your body language shows the guest that you want to help him out. Second, your face shows “it is my fault. And I want to fix it for you”, the most important thing are you are going to sorry for your fault. 

Even it is not your fault, said sorry to him. “I am sorry sir, for the inconvenience… ” and give him a solution, eg “… maybe you can take another lift were located in… “ then tell the location of the lift. 

If the guest keep angry at you. Listen to him, let he release all the complain but still, pay attention what he say. In case in future it will not happen to any other guest. And don’t forget to give him/her a solution. 

Then, if you meet this kind of guest in future. He/she complaining at you so hard, even all your solution is rejected by him/her. Still, listen to him/her. And then, give him/her the our shift slip.

“I want to talk to your supervisor. Where is he? “ for this one, try to handle it first. The important thing are do your best, contact your senior or supervisor for a hard decision you are going to give your guest. If necessary let him/her talk to your supervisor.