Providing friendly, outstanding customer service is one of the key responsibilities for a hotel receptionist.
Unfortunately, if that’s the career path you’ve chosen, you’ll inevitably encounter the odd angry guest who is absolutely appalled with the level of service provided by the hotel.
While it may not be your fault or have anything to do with your specific role, you, as a front-of-house representative, are probably going to be the first port of call when people have a complaint.
Here’s how to deal with them when they stomp angrily towards the front desk.
1. Listen calmly
Without interrupting the guest, allow them to explain the situation. Listening to them will give them space to explain, and giving them the chance to express their views, should calm down the situation.
A problem shared is a problem halved, and all that…
2. Address them personally and show attention to detail
It won’t take you five seconds to reference the guest’s details on your hotel PMS. And, with that information to hand, you can directly interact with the guest and give them a more personal response to their issue, based on the details of their stay.
This should make them feel acknowledged and as though resolving their problem is important to you.
Even if the problem has nothing to do with you, apologising to the guest is the best way forward – no matter how hard it might sometimes feel to do so.
This will let the guest know that you empathise with their situation and that you care about resolving the issue as quickly as possible. It also demonstrates that the hotel knows when it might have made a mistake, and that might even result in a favourable online review when the dust has settled!
4. Don’t allow emotion to affect your response
If you struggle to deal with people shouting or are likely to become emotional if someone is angry towards you, that could cause further problems in the communication between you and the angry guest.
Allowing yourself to remove any personal emotion from the situation will help you deal with and resolve the complaint as quickly as possible.
Remember, the guest is more than likely not angry at you, but at the service, so try not to take it personally – that should help you manage the situation professionally and efficiently.
5. Ask a relevant member of staff for help
Quickly decide if you can resolve the issue yourself, and if not, notify a colleague who’s in a position of greater authority. Remember, though – you should only pass such a problem onto another employee if the situation extends beyond your control.
If a more senior pair of hands is needed, it’s important to remember that you haven’t failed. In such instances, their level of authority will help deal with the angry guest quickly and take the problem off your hands.
As you progress through your career as a hotel receptionist, you’ll find that each angry guest encounter is unique. You’ll also find that they’re few and far between, but by using our tips above, you’ll ensure a swift, positive resolution every time.