Guesthouse Kolibri
H-6500 Baja, Batthyány u. 18.
RULES FOR THE ORGANIZED HANDLING OF GUEST COMPLAINTS KOLIBRI PENSION BAJA
1. Tasks of complaint handling
A/. If the guest makes a verbal complaint
1. Try to handle the guest complaint in a way that other guests in the house cannot see it! Try to let the complainant express his/her concerns in a calm manner! If possible, let the guest feel that we are there for them!
2. You should show sympathy and regret to the guest, but only for the guest’s bad mood. It is important that you do not apologize until you know the actual content of the complaint! Only when it is clear that we (the hotel) were at fault
3. The guest should be listened to until he/she fully explains his/her problem, and his/her anger should subside during this time. It is important to note the complaining guest’s statement, thereby expressing the importance of the complaint!
4. We should strive to ensure that the guest provides relevant information, which we can influence with open-ended questions. (What happened? Who is the problem related to? Where did the problem arise? When did it happen? etc.)
5. Summarize the incident concisely and to the point to make sure that the exact complaint has been understood and that the guest feels that you are paying attention. This repetition is especially important to avoid any misunderstanding between the two parties.
6. If a genuine complaint has been made, immediately apologize to the guest on behalf of the hotel! The apology should be authentic and sincere, and should not only be expressed verbally, but also with nonverbal means (body language)! Because a formal apology is impolite and hurtful.
7. Based on the case studied, the following should be assessed:
– Do we have the right to file a complaint?
– Do we have the authority to handle the complaint?
– How long does it take to process a complaint?
– What procedure can be used to solve the problem?
8. Inform the guest about the complaint handling process and the deadline for handling the complaint. It is important to adhere to these! It is a basic rule to set a longer deadline for handling the complaint than the time it takes to resolve the case, because quick action will ensure the guest’s satisfaction!
9. The complaint should never be handled in front of the guest, always work discreetly!
10. During the complaint handling process, the guest must be informed objectively!
11. When handling complaints, you must act in a proper and commercially correct manner!
12. It is a basic requirement that the guest is satisfied with the measure!
13. A written document must be prepared about the complaint, if necessary, a record must be made, which must be signed by the guest. The documents must be archived until the complaint has been satisfactorily resolved, in case of subsequent and unexpected further developments.
14. Any discounts, compensation, refunds, gifts, etc. that may be given to guests must be arranged in accordance with the instructions of the hotel manager. The amount of financial and moral compensation, as well as who(s) is/are authorized to fully handle the complaint in his/her absence, are also regulated in accordance with the instructions of the manager.
B/. If the guest submits his complaint in writing
Tasks related to handling the complaint letter:
1. After interpreting the letter, it is necessary to determine who is responsible for handling the complaint. The competent employee or manager must be contacted to take action on the matter.
2. The legitimacy of the complaint and the steps to be taken to handle the complaint must be examined.
3. A written request must always be responded to in writing! The tone of the letter should always be polite and personal.
Structure of the letter:
– Let’s address the guest.
– In the introductory part, we would like to thank you for being a guest of our hotel.
– In the negotiation part, you must apologize for the inconvenience and report on the means of resolving the error.
– In the conclusion, the apology should be confirmed and the expression should be made that the guest has not become distrustful of the hotel, and the guest should be encouraged to visit the hotel again.
2. Handling complaints at the Kolibri Panzió Baja accommodation
After learning about the guest complaint, the employee to whom the complaint was made must decide whether he or she can resolve the problem within his or her own authority or whether it should be forwarded to the Director.
You should strive to resolve the conflict as soon as possible, because it is important to ensure the guest’s well-being, as they came to the house to rest and relax.
In the best case scenario, the complaint should be handled within the authority of the owner or manager. That is, the problem should be solved and the guest should be appeased.
Guest complaint handling
I ask my colleagues to proceed as follows in the event of a guest complaint:
In all cases, discuss the guest’s comments discreetly, away from other guests if possible.
Please try to resolve the matter immediately and on the spot so that the guest does not leave our accommodation with a bad feeling.
If a guest is harmed at any point in the accommodation and we are unable to take appropriate action, we will accompany the guest to the reception or find the manager on duty and have him take action.
If the matter is still not resolved here, contact the Director.
A document (minutes) should be prepared according to the severity of the complaint.
Colleagues should always send a copy of the numbered minutes to the Director, in order to ensure correct information and possible further action.
Guest complaints and the measures taken in response to them must be analyzed and evaluated by unit managers, and the experiences must be discussed at a management meeting.
The part of the complaint that personally affects one (or more) employees must be investigated by the unit managers, and if the employee(s) are culpably involved in the origin of the complaint or its improper remediation, the Director will personally make a decision on its personal consequences.
Baja, September 1, 2019.
Anita Nagy-Sümegi Managing Director/Director
I have taken note of:
(signature of the employees concerned during a meeting or employee training!)