Damage caused by guest's behavior to hotel. Claim problem-crisis! how to change word of mouth

For example, in:

The "Maintenance Manual" must be accompanied by a "List of Compensation Prices for Furnishings", which serves not only as an explicit statement, but also as a disguised warning of possible damage

Another example: problem that guests with dyed hair easily soil pillow bag, you can leave a warm reminder next to bed and prepare dark pillowcases for guests, etc. In short, we must take precautions

Part 3

Pay attention to details of claim method/amount

However

The specifics of service products determine that advance warning cannot completely exclude occurrence of claims and disputes with customers

Therefore, when such an incident occurs, it is worth discussing how to deal with it

1. About how to apply

①The front desk must always adhere to principle of "check room first"

If guest needs to wait a little, administrator can explain to guest like this: "We are checking room for you

See if you forgot anything. "The advantage of this is that if there is a need for compensation, it will not increase resistance and dissatisfaction of guests due to long waiting time

②The statements vary from person to person and from case to case

For details, see following cases:

✎ Case 1 One day waiter checked out and discovered that hanger was missing in room, so without hesitation he reported it to front desk, which infuriated guest

✅Remedial Suggestion: when faced with such problems, receptionist should first understand self-check and analyze how likely it is that client will take hanger; then at front desk, staff must conduct a special analysis p>

Don't just make compensation for client, otherwise this will not only expose loopholes of hotel management to guests, but also make guests feel that hotel has offended them, which will damage image of honest hotel management

✎ Second case

One day, a guest tore out and soiled sheets due to long-term fatigue and physical discomfort. Vomit penetrated through linen and was not disposed of in time.

Sheets are no longer usable and guest must pay for them

✅Processing recommendations

If you act mechanically according to rules, you will miss human touch and customers will easily rebel

A more appropriate way to solve this problem is to first ask about physical condition of guest and take care of him

Sincerely give him help he needs, next job should be taken for granted and will come when conditions are ripe

2.How to calculate compensation

①Adhering to "customer-friendly" principle, compensation should be low or high. For example, soiled laundry can be restored if it is specially treated

It is not necessary to make any compensation, or as long as customer pays appropriate laundry fee, compensation according to price will increase laundry loss rate

This is also contrary to purpose of hotel services

②Compensation must generally be less than or equal to cost of item

The hotel should not ask guest to reimburse guest for an amount of compensation that significantly exceeds its cost, due to intentional infliction of damage by the guest

This is called a guest penalty, which is legally untenable, so it's only natural for guests to refuse to pay

In addition, when calculating compensation, depreciation of damaged items should also be taken into account. In addition, after payment of compensation, guest can pick up damaged items, which can also play a role in psychological balance

In short, more complete preliminary consideration and more reasonable calculation, more it contributes to solution of such problems

3、No need to pay for loss

Example:

After returning rented umbrella to guest, it turns out that umbrella can no longer be used

It is necessary to analyze whether damage to umbrella is caused by people or is it a mechanical failure of umbrella itself

Only by determining cause, we can find right treatment

Another situation is that we should be wary of claims from old, reputable customers

Reception staff should immediately contact their superiors for instructions and take appropriate action

Notes:

Firstly, if a dispute or complaint arises, manager should arrive at scene as soon as possible to deal with it

Second, at all times, always insist on "ritual" rather than "reason" with guests

Third, "he loves" is influenced by "I love". As a hotel staff, we must first take care of environment and property

Respect work achievements of other employees, such "proud" behavior will subtly convey a message to guests

We love every corner of our hotel and we hope you do too! Thus, hinting to guests: we ask you for compensation, because we like it!

Effectively prevent and repair damage caused by hotel guests.

We need joint efforts and cooperation of our front office, rooms and even all relevant departments of hotel, including engineering department

The best state for resolving customer complaints is win-win between hotel economics and customer satisfaction