• some dialogues

Working in a hotel means dealing with people who have different needs and expectations. Most guests are friendly, but some become angry or disappointed when something goes wrong. They may complain about a dirty room, a long wait, or poor service. In these situations, staff must remain professional and prevent the conflict from becoming worse.

A useful method for handling complaints is LAST. It stands for Listen, Apologize, Solve, and Thank.

1. Listen carefully

Let the guest explain the problem without interrupting. Pay attention to their words and body language. Even if you disagree, avoid arguing.

Guest: “I have been waiting for my room for almost an hour! This is completely unacceptable!”

Receptionist: “I understand that this is frustrating. May I check what is causing the delay?”

The receptionist does not argue or blame another employee. Instead, the answer shows that the problem is being taken seriously.

2. Apologize sincerely

Show that you are sorry about the guest’s experience. An apology does not always mean that you are personally responsible. It shows that you care about the guest’s situation.

Guest: “The bathroom was dirty when I arrived. Nobody checked the room!”

Housekeeper: “I am very sorry about that. This should not have happened. I will inform my supervisor and arrange for the bathroom to be cleaned.”

The employee accepts the complaint without making excuses.

3. Solve the problem

Offer a practical solution and explain what will happen next. Never promise something that you cannot do.

Guest: “My meal is cold, and I have already waited forty minutes!”

Waiter: “I am sorry about the delay. I will speak to the kitchen and ask them to prepare a fresh meal as quickly as possible.”

Guest: “I want it now!”

Waiter: “I understand. I will check with the kitchen immediately and let you know how long it will take.”

If the problem is beyond your responsibility, ask your manager for help.

4. Thank the guest

Thank the guest for reporting the problem. This shows respect and helps end the conversation positively.

Receptionist: “Thank you for bringing this to our attention. We appreciate your patience, and we will do our best to prevent this from happening again.”

Staying calm under pressure

An angry guest may raise their voice, repeat the same complaint, or blame you for something you did not do. Do not respond with anger. Take a slow breath, speak clearly, and focus on finding a solution. Avoid saying things like “Calm down!” or “That is not my problem.” These words can make the situation worse.

However, staff do not have to accept threats or violent behaviour. Keep a safe distance and contact your manager or security staff if necessary.

Handling difficult guests requires patience, self-control, and good communication. A complaint is not always easy to manage, but dealing with it professionally can rebuild trust and protect the hotel’s reputation.

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1. Core Principles: The L.A.S.T. Method

L — Listen Carefully

• Action: Let the guest explain the issue fully without interrupting. Pay attention to their spoken words and body language.
• Mindset: Take the problem seriously and avoid arguing, even if you disagree.
• Avoid: Interrupting, arguing, or blaming another employee.
• Example Dialogue:
  • Guest: „I have been waiting for my room for almost an hour! This is completely unacceptable!“
  • Receptionist: „I understand that this is frustrating. May I check what is causing the delay?“

A — Apologize Sincerely

• Action: Express genuine regret for the guest’s experience.
• Mindset: An apology does not mean personal responsibility; it shows you care about their situation.
• Avoid: Making excuses or denying the issue.
• Example Dialogue:
  • Guest: „The bathroom was dirty when I arrived. Nobody checked the room!“
  • Housekeeper: „I am very sorry about that. This should not have happened. I will inform my supervisor and arrange for the bathroom to be cleaned.“

S — Solve the Problem

• Action: Offer a practical solution, explain what will happen next, or ask your manager for help if the issue is beyond your responsibility.
• Mindset: Focus on action while staying realistic.
• Avoid: Promising something you cannot do.
• Example Dialogue:
  • Guest: „My meal is cold, and I have already waited forty minutes!“
  • Waiter: „I am sorry about the delay. I will speak to the kitchen and ask them to prepare a fresh meal as quickly as possible.“
  • Guest: „I want it now!“
  • Waiter: „I understand. I will check with the kitchen immediately and let you know how long it will take.“

T — Thank the Guest

• Action: Thank the guest for bringing the problem to your attention.
• Mindset: End the conversation positively and demonstrate respect.
• Example Dialogue:
  • Receptionist: „Thank you for bringing this to our attention. We appreciate your patience, and we will do our best to prevent this from happening again.“

2. De-escalation & Self-Control

How to Handle Angry Guests

• Stay Calm: Take a slow breath, speak clearly, and focus on finding a solution.
• Do Not: Respond with anger or take blame personally when a guest raises their voice or repeats complaints.

Phrases to Avoid (They Make Situations Worse)

• ❌ „Calm down!“
• ❌ „That is not my problem.“

3. Safety & Personal Boundaries

• Limits: Staff are not required to accept threats or violent behavior.
• Safety Protocol:
  1. Keep a safe physical distance.
  2. Contact your manager or security staff immediately if necessary.

4. Key Takeaway

Handling complaints professionally requires patience, self-control, and good communication. Successfully managing a complaint can rebuild guest trust and protect the hotel’s reputation.

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Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………

SMFrockZ@gmx.at