“HANDLING THE GUESTS”

HANDLING THE GUESTS APPROPRIATELY IS ESSENTIAL. WE HAVE TO WELCOME AND GREET PEOPLE NICELY AND ASSIST THEM TO GET WHAT THEY WANT. If we handle or treat them nicely, the guests will feel comfortable and they will appreciate us.

BELOW ARE EXPRESSIONS THAT WE CAN USE TO HANDLE THE GUESTS  Let me help you …  Welcome to Banana Hotel, May I help you?  Good morning, how can I do for you, Sir?  Anything you want Ma’am?  Good morning, can I help you?

AFTER WE GREET THE GUESTS AND SHOW THAT WE ARE WILLING TO ASSIST THEM, WE MAY ALSO OFFER THEM SOMETHING THAT THEY MIGHT BE INTERESTED IN OR NEED. This is the examples below:  We have special menu you mighty try.  Do you want to try this … ?  Would you like to …?  Let me show you the …  I would like to show you our new …

Ten ways of handling guest Complaints:  Listen with concern and empathy.  Isolate the guest if possible.  Stay calm. Don't argue with the guest.  Show a personal interest in the problem,Try to use the guest name frequently.  Give the guest your undivided attention. Concentrate on the problem, no on placing blame. Do NOT Insult the guest.

 Take notes. Writing down the key facts saves time if someone else must get involved. Also, Guest tends to slow down when they see the front desk agent trying to write down the issue.  Tell the guest what can be the best done. Offer choices. Don't promise the impossible, and don't exceed our authority.  Set an approximate time for completion of corrective actions. Be specific, but do not underestimate the amount of time it will take to resolve the problem.  Monitor the progress of the corrective action.  Follow up. Even if the complaint was resolved by someone else, Contact the guest to ensure that the problem was resolved satisfactory

A. HOW TO HANDLING THE GUESTS 1. The first step is listen to the customer. Sometimes a customer just wants to vent. other times they have a real problem that needs solving. Is it the problem with their meal or their room? Or is it that they are now running late? If the real problem is time, then that takes a different twist to your solution, you have to solve the problem fast.

2.Empathize. We have to articulate to the customer what they are feeling and validate it. We can say “I understand how you feel…” or “I completely understand and if that happened to me, it would make me very upset.” 3.Apologize. This is a big one, and easy. It goes like this: “I’m sorry.” It can be that easy. Unfortunately, many team members tend to take this sort of thing personally and feel apologizing for something they may not have had any control over to be uncomfortable. We can say “ I am sorry for the …… “ or “I’m really very sorry this happened.”

4.Take an action From apology to taking action should be seamless. The very next sentence out of our mouth should be what we are going to do about the customer’s complaint. The customer deserves to know what is going to happen next and what they can expect. Taking the appropriate action can only be done if you really hear the problem, fully understand the customer’s feelings and combine it with a sincere apology.

B. DEALING WITH ANGRY COSTUMERS A better method is to ask what the problem is, and listen to the complaint. Then ask what it is that YOU can do to solve the problem. Don't buy into the anger, and keep trying to get to a solution.

Additionally While each of the answers above have elements of a correct approach, it is always important to apologize to the customer. The customer is always the customer and whether their request seems unreasonable or not, they are obviously dissatisfied with the product or service.

We should avoid using words or statements such as calm down, relax as these can cause an irate customer to become more irate. If the customer is angry, we need to make an agreement with them by saying something like, "I understand you're very upset, however before I can resolve the issue, we need to agree that we'll speak to one another in a respectful manner, without profanity"

WHEN YOU ARE CONFRONTED WITH AN ANGRY CUSTOMER  Never assume you know what a customer wants or what the problem is. It's been said already but it's a really key piece of info, we should ask the customer directly. We can say: a. What seems to be the problem? b. What has caused this problem? c. How can I rectify the problem, how can i make it better?

 We need to deal with the complaint quickly, quietly and without arguments. Never get angry or show any signs of frustration.  Make lots of eye contact, that shows that you're really paying attention to the customer's grievance  If someone is rude to us, we have to respond with an apology as if we had just been rude to the customer.

 If a customer is complaining to us, it's now our responsibility to deal with it, even if we are not the one at fault. Take responsibility for the problem, do it quickly, take the words out of their mouth, and in doing so you prevent them from getting more angry.

LISTED BELOW TO HELP YOU DEVELOP YOUR OWN PERSONAL STRATEGY FOR DEALING WITH ANGRY CUSTOMERS: 1.Never argue back We have to face a confrontational situation by calming the irate customer with your positive and professional behaviour. It is only by empathising with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.

2. Use our ears more than our mouth More importantly, by listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken. 3. Show that we care We have to show that we care and that we will do everything within your power to try and resolve the situation 4. Be patient Although it is not easy to control one’s emotions when a customer is being unreasonable in their behaviour, we will have to remain professional, friendly and cooperative in order to succeed. Having patience with our customers and with ourself will go a long way in winning over hostile customers

5. Be positive in our approach try to overcome all negative tendencies and adopt a positive approach and mindset. This will also help us to manage our stress effectively so you are not weighed down by the hostile attitude of the customer. We should be gentle with yourself and try and express our point of view assertively without in any way offending our customer’s feelings. 6. Control our anger Getting angry is a common trait of human nature but we should learn to control your anger, relax and calm yourself so that we can express your anger in a subtle way without showing any emotions towards our customer.