hoc et illud

🌟 Conflict resolution & complaint handling in a 5-star hotel, part 1, a summary (A2, B1)

Verfasst von

wolfgang kugler

in

,
  • turning guest complaints into memorable experiences”


Training module (A2):

1. Training Goals

At the end of this module, staff will:

  • Handle guest problems in a polite and kind way.
  • Change a bad situation into a good one.
  • Use a simple 6-step plan to fix problems.
  • Know what they can and cannot offer as a solution.

2. The 6 Golden Steps

1. Listen Carefully

  • Look at the guest.
  • Nod.
  • Do not interrupt.
  • Remember the main points.

2. Show Care (Empathy)

  • Say: “I understand how you feel.”

3. Say Sorry

  • Always say sorry, even if it’s not your fault.
  • Example: “I’m very sorry for the problem.”

4. Take Responsibility

  • Do not blame others.
  • Say: “I will fix this for you.”

5. Give a Solution

  • Possible solutions: room upgrade, free drink, late check-out, small gift.
  • Try to give more than the guest expects.

6. Follow Up

  • Ask later: “Is everything okay now?”
  • Manager can also call or leave a note.

3. Practice Situations

A. Room Not Ready
Guest: “I waited 30 minutes. This is bad.”
Staff:

  • Listen.
  • Say: “I understand your frustration.”
  • Say sorry.
  • Take action: “I will check with housekeeping.”
  • Offer: free drink + room upgrade.
  • Call later to check.

B. Noise in Room
Guest: “The next room is too noisy.”
Staff:

  • Say: “I’m sorry your rest was disturbed.”
  • Call security or change room.
  • Offer: fruit basket + apology card.
  • Call next morning to check sleep.

C. Wrong Bill
Guest: “I was charged for something I did not take.”
Staff:

  • Listen.
  • Say: “I understand your concern.”
  • Say sorry.
  • Take action: “I will remove the charge now.”
  • Offer: free airport transfer (for important guest).
  • Manager says sorry at checkout.

4. Exercise

  • Work in pairs.
  • One is the guest, one is staff.
  • Practice A, B, C.
  • After: talk about what was good and what to improve.

5. What Staff Can Offer

  • Front Desk / Concierge: free fruit, free drink, late check-out.
  • Supervisors: room upgrade, free service.
  • Managers: big problems, VIP guests.

6. Useful Sentences

  • “I understand how you feel.”
  • “I’m very sorry for this.”
  • “I will take care of this for you.”
  • “May I offer you [solution]?”
  • “Is everything okay now?”

7. Result

  • Guests feel happy and respected.
  • Staff feel strong and ready.
  • Hotel gets good reviews and more loyal guests.

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A2 vocabulary:

  • conflict resolution → solving a fight or problem between people
  • complaint handling → helping a guest who is not happy
  • a summary → a short text about the main ideas
  • a training goal → what you want to learn in a lesson
  • a module → one part of a training course
  • to handle a problem → to work on and solve a problem
  • to be polite → to use good and friendly words
  • to be kind → to be nice and helpful
  • to change a situation into a good one → to make a bad thing better
  • to fix problems → to make problems go away
  • to offer a solution → to give an idea to solve a problem
  • to interrupt → to stop someone when they are speaking
  • to remember main points → to think again of the most important things
  • to show care / empathy → to show you understand how another person feels
  • a fault → a mistake or problem
  • to take responsibility → to say “I will do it” or “It is my mistake”
  • to blame others → to say another person made the mistake
  • to give a solution → to tell how to solve the problem
  • a gift → something you give for free
  • to expect → to think something will happen
  • to leave a note → to write a short message and put it somewhere
  • frustration → a strong feeling when things don’t work and you are unhappy
  • to disturb → to stop someone’s rest or peace
  • an apology card → a small card that says “sorry”
  • to charge for something → to ask someone to pay for something
  • to work in pairs → two people working together
  • to improve → to make something better
  • to take care of something → to make sure something is okay
  • to offer something → to say “Would you like this?”
  • to feel respected → to feel that others are nice and value you
  • to feel ready → to feel prepared
  • a good hotel review → good words about a hotel on the internet or paper
  • a loyal guest → a guest who comes back many times

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🏨 Training module (B1):

1. Training Objectives

By the end of this module, staff should be able to:

  • Handle guest complaints professionally and with empathy.
  • Turn negative experiences into opportunities for guest loyalty.
  • Apply a clear step-by-step framework to resolve issues confidently.
  • Understand the level of authority they have to provide solutions.

2. The 6-Step Golden Framework

  1. Listen Actively
    • Maintain eye contact, nod, and don’t interrupt.
    • Note key details.
  2. Acknowledge & Empathize
    • Show understanding: “I understand how this has disrupted your stay.”
  3. Apologize Sincerely
    • Even if it’s not your fault: “I’m very sorry for this inconvenience.”
  4. Take Ownership
    • Avoid passing blame.
    • Use: “I will personally make sure this is resolved.”
  5. Offer a Solution / Service Recovery
    • Empowered options: upgrade, complimentary service, late check-out, small gift.
    • Always aim to exceed expectations.
  6. Follow-Up
    • Check back: “Has everything been resolved to your satisfaction?”
    • Management may add a personal touch (note, call).

3. Role-Play Scenarios for Practice

Scenario A: Room Not Ready at Check-In

  • Guest: “I’ve been waiting 30 minutes for my room, this is unacceptable.”
  • Staff Approach:
    1. Listen and let guest vent.
    2. Acknowledge: “I truly understand your frustration after your journey.”
    3. Apologize.
    4. Take ownership: “Let me personally check with housekeeping right away.”
    5. Offer solution: complimentary drink at the lounge while waiting + room upgrade.
    6. Follow-up later: phone call to confirm guest is happy with the room.

Scenario B: Noise Complaint

  • Guest: “The room next door is so noisy, I can’t sleep.”
  • Staff Approach:
    1. Empathize: “I’m very sorry your rest was disturbed.”
    2. Take action: contact security discreetly, offer room move.
    3. Service recovery: fruit basket and personalized apology card.
    4. Follow-up: call next morning to check on rest.

Scenario C: Incorrect Billing

  • Guest: “I was charged for a minibar item I never took!”
  • Staff Approach:
    1. Listen calmly, don’t argue.
    2. Acknowledge: “I understand how concerning unexpected charges can be.”
    3. Apologize for the inconvenience.
    4. Take ownership: “I will remove the charge immediately and double-check for you.”
    5. Solution: adjust bill + offer complimentary airport transfer (if high-value guest).
    6. Follow-up: send manager to personally apologize at checkout.

4. Interactive Exercise

  • Split staff into pairs.
  • One plays the guest, the other the staff member.
  • Rotate scenarios A–C.
  • After each, group discussion: What went well? What could be improved?

5. Empowerment Guidelines

  • Front Desk / Concierge can offer small gestures (fruit basket, welcome drink, late checkout).
  • Supervisors can approve bigger compensations (room upgrades, free services).
  • Managers handle escalated complaints or very upset VIP guests.

6. Key Phrases for Staff

  • “I completely understand how this must feel for you.”
  • “I’m very sorry this happened during your stay.”
  • “Let me take care of this for you right away.”
  • “May I offer you [solution] while we resolve this?”
  • “Has this been resolved to your satisfaction?”

7. Outcome

  • Guests feel respected, cared for, and valued.
  • Staff feel confident and empowered.
  • Hotel reputation improves through positive reviews and loyalty.

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