learn to take the “HEAT”

Handling Guest complaints

Complaints must be handled correctly as they can affect the business reputation and
income. Guests whose complaints are not handled correctly usually do not return to the
establishment.

Complaints will occur, but if handled correctly and efficiently, a scowl can be changed
into a smile. Indeed, the guest may even apologise for bringing the complaint to
someone's attention. Proper handling of a complaint builds goodwill. When a staff
member has succeeded in regaining the guest's confidence, he/she should tactfully try
to turn the opportunity to promotional advantage, e.g. the staff member may say that
he/she is looking forward to the guest's return visit.

When dealing with a complaint: learn to take the “HEAT”
Use a 4 - step process to handle guest complaints:

1. Hear them out: listen and do not interrupt. Do not say "That's not my job" or
"You'll have to talk to the manager". Let the guest tell the whole story.

2. Empathise: make them know that you understand their anger or frustration

3. Apologise without admitting liability. Do not make excuses. Do not blame
another person or another department.

4. Take Action: rectify the problem. Handle the complaint personally if possible,
but get help from your supervisor if you can’t solve the problem. Offer
alternatives but know the hotel policies and do not offer something a staff
member cannot deliver. Try to turn the unsatisfied guest back into a satisfied
guest, i.e. turn a complaint into a compliment.

5. Then thank the guest for bringing the matter to your attention.


6. Record the complaint and pass on to supervisor or line manager.

Complaints are Sales Opportunities

An important point to remember about complaints is that they represent an opportunity
and not a threat. Complaints, if received with the right attitude and handled properly,
can be a valuable source of information. There can be an opportunity to find out how
the guest sees you, and what they think of the products. This information obtained free of
charge by listening to your guests' complaints can help you to provide a better service.
Proper handling of a complaint, verbal or written, builds goodwill. When you have succeeded
in regaining the guest's confidence, you can then tactfully turn the opportunity to your
advantage.

Telephone Skills

The telephone, if used correctly, has the potential to be a good verbal communication
tool, where you can, by the tone of your voice and the choice of your words, show
how helpful you can be to your guest.

Using the Telephone

There should be a procedure or 'house standard' in the restaurant, which specifies the
guidelines on answering telephone calls. However, as a general rule, you should always:

1. Greet the caller.
2. Identify self and position.
3. Ask the caller how you can be of assistance.
For example: "Good afternoon. Thank you for calling The Quality Restaurant, Miss Sita

speaking. How may I assist you?"