Allow the guest to speak: It is important that staff give a patient ear to the guest while he is complaining and do not interrupt. Allow the guests to describe in detail, the reason or their unhappiness with the hotel or its service. The staff shall ask questions I he is not clear about the issue and this will show the guests that the staff is genuinely interested in understanding their problem and resolving it. A receptionist should aware of the difference between a genuine problem that requires solving and a situation where the guest is venting his frustration. So, allow the guest to speak and listen to the complaint carefully.

Listen: Listen attentively to the guest with concern and empathy and understand what is exactly wrong to the guest and try to figure out why the guest is upset. Try to listen or clues about what’s really disturbing them. Listen to what they want from the staff to resolve the issue.

Empathize: Complaint has to be handled positively and with empathy or the guest, aspiring or 100% guest satisfaction as the outcome. Empathy is defined as the ability to imagine oneself in another’s place and understand the other’s feeling, desires, ideas, and actions. I we look at the situation or problem from the guest’s perspective, we will be able to better understand the other’s feeling. Empathizing with the guest is a good way to handle guest complaints as it shows them that the staff understand what they are going through.

Apologize: Apologize to the guest or the inconvenience caused. This is a big one, and easy step to be followed. Even I the staff are not wrong or not part o the problem, it is important that the staff issue an apology.

Stay Calm: In complaint handling the matter is to listen, understand, and then discuss with the guests their concerns in a calm and friendly manner. Do not argue with the guest. Calmly defend the policies, but do not permit the conversation to erode into an argument at any point.