2. The 6-Step Golden Framework
- Listen Actively
- Maintain eye contact, nod, and don’t interrupt.
- Note key details.
- Acknowledge & Empathize
- Show understanding: “I understand how this has disrupted your stay.”
- Apologize Sincerely
- Even if it’s not your fault: “I’m very sorry for this inconvenience.”
- Take Ownership
- Avoid passing blame.
- Use: “I will personally make sure this is resolved.”
- Offer a Solution / Service Recovery
- Empowered options: upgrade, complimentary service, late check-out, small gift.
- Always aim to exceed expectations.
- Follow-Up
- Check back: “Has everything been resolved to your satisfaction?”
- Management may add a personal touch (note, call).
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Summary:
In a five-star hotel, staff need a clear way to handle guest complaints. This is called the “6-step golden framework.”
The first step is to listen carefully. Staff must pay attention and understand the guest’s problem.
The second step is to acknowledge and show empathy. This means staff show that they understand and care about the guest’s feelings.
The third step is to apologize. Even if the problem is not the staff’s fault, they should say sorry.
The fourth step is to take ownership. Staff should promise to help and not blame others.
The fifth step is to offer a solution. This can be a small gift, a room change, or something else that makes the guest happy.
The sixth and last step is to follow up. Staff should check that the guest is satisfied.
Using these six steps helps guests feel respected and happy and makes the hotel look good.
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Vocabulary:
- to handle complaints – to deal with problems or complaints from guests
- a framework – a plan or steps to do something
- to pay attention – to look or listen carefully
- to acknowledge and show empathy – to say you understand and care about someone’s feelings
- to care about feelings – to be kind and think about how someone feels
- to apologize – to say “I am sorry”
- a fault – a mistake or something wrong
- to take ownership – to say “I will help” and accept responsibility
- to promise – to say you will do something
- to blame somebody – to say it is someone else’s fault
- to offer a solution – to give an idea to fix a problem
- a small gift – a little present
- a room change – giving the guest a different room
- to follow up – to check later if everything is OK
- to be satisfied – to be happy with something
- to feel respected – to feel treated well and politely
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Cheat sheet:
| Step | What to Do | Example Phrases |
|---|---|---|
| 1. Listen carefully | Pay full attention to the guest and understand the problem | 1. “I understand, please tell me more.” 2. “I’m listening, go ahead.” 3. “Please explain what happened.” 4. “I hear you, thank you for telling me.” 5. “I want to understand your problem.” |
| 2. Acknowledge and show empathy | Show that you understand and care about the guest’s feelings | 1. “I understand this is frustrating.” 2. “I see why you are upset.” 3. “I can imagine how you feel.” 4. “I’m sorry this happened to you.” 5. “I understand this is important to you.” |
| 3. Apologize | Say sorry, even if it is not your fault | 1. “I am very sorry for the inconvenience.” 2. “Please accept our apologies.” 3. “I apologize for the problem.” 4. “We are sorry this happened.” 5. “I am sorry for the mistake.” |
| 4. Take ownership | Accept responsibility and promise to help | 1. “I will take care of this for you.” 2. “I will fix the problem.” 3. “Let me handle this.” 4. “I will make sure this is solved.” 5. “I take responsibility for this.” |
| 5. Offer a solution | Give a way to fix the problem, e.g., gift, room change | 1. “We can change your room.” 2. “I can offer a small gift for the inconvenience.” 3. “We can give you a free service.” 4. “Would you like a different room?” 5. “We will make this right for you.” |
| 6. Follow up | Check later that the guest is satisfied | 1. “Is everything OK now?” 2. “Are you happy with the solution?” 3. “Did this solve your problem?” 4. “Please let us know if anything else is wrong.” 5. “We want to make sure you are satisfied.” |