Handling Customer Complaints in Hotels

This assignment focuses on the critical aspect of customer complaint management within the hotel industry. It delves into the importance of standard operating procedures, training staff to handle complaints effectively, and ultimately achieving customer satisfaction. The document analyzes various factors contributing to guest dissatisfaction and outlines solutions implemented by F&B managers to address these concerns.

Room Division Management

Table of Contents
Handling a customer complaint.......................................................................................................1
INTRODUCTION...........................................................................................................................1
STANDARD OPERATING PROCEDURE ..................................................................................1
REFERENCES................................................................................................................................4

Handling a customer complaint
INTRODUCTION
Within each and every hospitality organization, it is one of the main task is to provide
them better customer care so that they can perceive quality services and attain satisfaction.
Therefore, workers of hotel need to be adequately trained so that they are able to meet the
expectations of customers and efficiently handle customer complaints (Wan and Law, 2017).
Here, Hilton hotel has been undertaken in relation to accomplish the study and assess the
significance of carrying out standard operating procedures which is crucial in handling customer
complaints. The standard operating procedure follows a specific procedure for handling customer
complains and try to resolve their issues so that they can be satisfied. However, employees are
required to be given proper training regarding solving customer complaints and giving them
pleasant stay so that they can re-visit the hotel again in future.
STANDARD OPERATING PROCEDURE
Here, it discusses regarding creating standard operating procedure in relation to handle
customer complaints on the F&B department of Hilton hotel. It is as follows-
Department F&B department
Manager F&B manager
Task To handle frequent customer complaints regarding timely delivery of food
in room.
Purpose To identify the issues faced by guests and provide them better services so
that they can be retained within firm for long term.
Responsibility F&B manager possess the responsibility to attain maximum customer
satisfaction through providing quality products and services and resolve
customer complaints in order to give them better experience (Kim and et.
al., 2016).
Timing Employees should be well trained so that the timing of solving customer
complaint should be quick.
Frequency Manager of F&B department need to evaluate the frequency of customer
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complaints so that appropriate action needs to be taken in regard to
overcome the same and give better services to guests to attain satisfaction
(Decock and Spiessens, 2017).
Process steps  Listen carefully to the customer problems.
 Give response in caring and concerned manner.
 Apologize without any hesitation.
 Ask customers regarding appropriate solutions.
 Solve the problems so that they can be satisfied.
Resources needed Recording frequent customer complaints, feedback form, suggestion box.
Sign off After giving better customer services, employees can feel happy and
accomplish their assigned task.
Manager of F&B department is required to provide proper training to its workers so that
they can identify the issues faced by workers and also they need to be quick in giving responses
to customer queries. Handling customer complaints is one of the difficult task and thus carry out
standard operating procedures which result in identifying the best solution for handling
complaints and rendering better services so that satisfaction can be attained. It is the
responsibility of F&B manager to obtain feedback from guests regarding the services delivered
by the employees and thus given them suggestions to improve their communication skills so that
complaints from guests need to be solved quickly (Bouranta and et. al., 2017).
Whenever, any complaint is received by guests upon F&B department, it is directly
transferred to the manager and then he/she needs to effectively deal with the situation and make
the guests comfortable. Complaints can be regarded anything i.e. timely delivery of food in
room, inadequate quality of food etc (Wan and Law, 2017). Therefore, such complaints needs to
be solved by the manager and then provide pleasant stay to consumers in hotel. Staff of the hotel
needs to identify the problems faced by guests and carry out proper customer complaints
procedure so that issues could be handled appropriately.
Designing appropriate standard operational procedure helps management of hotel to
understand the significance of customer complaints and then giving them quick responses so that
they could feel happy and satisfied. F&B manager whenever receives any complaint from guests
regarding the quality of food, late delivery of food ordered by guests in room, inappropriate
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seating facility in restaurant, etc. Thus, all such issues affects the customer satisfaction level and
therefore it dissatisfy clients and affects the brand image of firm in market (Kim and et. al.,
2016). Here, training is essential part for workers and therefore, they need to be given proper
training regarding solving customer complaints and making them happy so that better results
could be obtained. Also, appropriate customer complaints step needs to be carried out so that it
could be handled in an effective way and satisfaction could be attained among customers.
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REFERENCES
Books and Journals
Bouranta, N. and et. al., 2017. Identifying the critical determinants of TQM and their impact on
company performance: Evidence from the hotel industry of Greece. The TQM Journal.
29(1). pp.147-166.
Decock, S. and Spiessens, A., 2017. Customer complaints and disagreements in a multilingual
business environment. A discursive-pragmatic analysis. Intercultural Pragmatics. 14(1).
pp.77-115.
Kim, B. and et. al., 2016. Analysis of satisfiers and dissatisfiers in online hotel reviews on social
media.International Journal of Contemporary Hospitality Management. 28(9). pp.1915-
1936.
Wan, S. and Law, R., 2017. Leveraging Online Reviews in the Hotel Industry. In Analytics in
Smart Tourism Design (pp. 235-252). Springer International Publishing.
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