Are you a problem solving people person?
hotelschool | 30 September 2013
The ability to solve problems effectively is one of the most important skills you can learn. Regardless of who you are or where you work in the hospitality industry, you’ll come across obstacles that will need you to put on your problem-solving pants!
How you deal with these challenges will often be a determining factor in how successful you are in your working life... An unhappy guest won’t enjoy his or her stay, and they probably won’t return to the hotel – so it’s your duty, as the hospitality professional, to make sure this doesn’t happen.
You can do this by handling guest problems correctly.
It’s not personal
Separate yourself from the problem. A guest’s anger is not personal and you should never take it as such. As tempting as it may be to get upset yourself, you have to avoid this, as it’s not helpful to the situation at all.
Remember that an angry, upset guest needs your help, no matter how much they might raise their voice or blame you for their problem.
Acknowledge the problem
Listening to the guest, recognising that there is a problem, and showing empathy towards the guest will go a long way toward restoring calm. Saying “I understand how this makes you feel, and I acknowledge that there is a problem because…” is what the guest needs to hear.
They’re more likely to co-operate and agree with any solution you present, if you treat them calmly and with empathy.
Clarify the problem. You can only do this by listening to the complaint properly. Ask questions to identify the problem and devote all of your attention to listening. Don’t think about what you’re going to say next or how long this conversation is taking.
If you concentrate on what the person is saying, the conversation will actually take less time. If the guest thinks you’re not listening, they’re going to start repeating themselves and they’ll work themselves up and become even more upset.