- Ask later: “Is everything okay now?”
- Manager can also call or leave a note.
Follow up:
After you solve a guest’s problem or complaint, it is important to check that everything is okay. This shows the guest that you care about their stay and that the hotel is professional.
- Ask later: You can ask the guest politely:
- “Is everything okay now?”
- “Are you happy with our solution?”
- Manager can help: Sometimes, the manager can call the guest or leave a note in the room to make sure the guest is satisfied.
Why follow-up is important:
- Guests feel valued and respected.
- It can prevent negative reviews.
- It improves the hotel’s reputation.
Example:
If a guest had a noisy room, after moving them to a quiet room, you can go later and ask: “Is everything okay now? Is your new room comfortable?”
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Follow up: solving problems and dealing with complaints in a hotel
In a hotel, guests sometimes have problems or complaints. They may be unhappy with their room, the service, or something else. It is very important for hotel staff to solve these problems quickly and politely. After solving the problem, it is also very important to follow up.
Following up means checking later if everything is okay. You can ask the guest politely: “Is everything okay now?” or “Are you happy with our solution?” This shows that the hotel cares about the guest and wants them to have a good stay.
Sometimes, the hotel manager can also help with follow-up. The manager can call the guest or leave a note in the room to make sure the guest is satisfied. This is very professional and makes the guest feel important.
Following up is important because it can stop small problems from becoming bigger. Guests feel respected and happy. They may write good reviews and come back to the hotel again.
In conclusion, following up after solving a problem is a small action, but it is very important in the hotel business. It makes guests feel comfortable and improves the hotel’s reputation.
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Vocabulary:
- To follow up – to check later if something is okay.
- To solve a problem – to find an answer for a problem.
- To deal with a complaint – to help a guest who is unhappy.
- Politely – in a nice and friendly way.
- A solution – a way to fix a problem.
- To care for somebody – to help and be kind to someone.
- To have a good stay – to enjoy your time in a hotel.
- To make sure – to check that something is correct.
- To be satisfied – to be happy with something.
- To be professional – to act in a correct and polite way at work.
- To stop problems from becoming bigger – to solve small problems before they get worse.
- To feel respected – to feel that people are nice and polite to you.
- To write a review – to write your opinion about a hotel or service.
- In conclusion – at the end, to say the final idea.
- To improve a situation – to make a problem better.
- A reputation – what people think about a person or a company.
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Cheat sheet 1:
| Topic / Phrase | Meaning / Explanation | Example / How to Use |
|---|---|---|
| Follow up | Check later if everything is okay | “I will follow up to see if your room is comfortable.” |
| Solve a problem | Find an answer to a guest’s problem | “We solved the problem with the noisy air conditioner.” |
| Deal with a complaint | Help a guest who is unhappy | “I deal with complaints politely and quickly.” |
| Politely | In a nice and friendly way | “I asked the guest politely, ‘Is everything okay now?’” |
| Solution | A way to fix a problem | “We found a solution by giving the guest a new room.” |
| Care for somebody | Help and be kind to someone | “We care for our guests to make them happy.” |
| Have a good stay | Enjoy your time in the hotel | “I hope you have a good stay with us.” |
| Make sure | Check that something is correct | “We make sure the room is clean before the guest arrives.” |
| Be satisfied | Be happy with something | “The guest is satisfied with the new room.” |
| Be professional | Act correctly and politely at work | “All staff should be professional when helping guests.” |
| Stop problems from becoming bigger | Solve small problems before they grow | “We fixed the broken TV quickly to stop problems from becoming bigger.” |
| Feel respected | Feel that people are polite and nice to you | “Guests feel respected when staff listen to them.” |
| Write a review | Write your opinion about a hotel | “Guests often write a review if they are happy.” |
| In conclusion | At the end, to say the final idea | “In conclusion, following up is very important.” |
| Improve a situation | Make a problem better | “We improve a situation by helping the guest quickly.” |
| Reputation | What people think about a hotel or person | “A hotel with good service has a good reputation.” |
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Cheat sheet 2:
| Step | What to do | Example / How to say it |
|---|---|---|
| 1. Listen | Listen carefully to the guest’s complaint | “I understand your problem with the room.” |
| 2. Apologize | Say sorry politely | “We are very sorry for the inconvenience.” |
| 3. Solve the problem | Find a solution quickly | “We can give you a new room.” |
| 4. Confirm the solution | Make sure the guest is happy | “Does this solution work for you?” |
| 5. Follow up | Check later if everything is okay | “Is everything okay now? Are you satisfied?” |
| 6. Manager support (optional) | Manager can call or leave a note | “The manager will call you to make sure everything is fine.” |
| 7. Final check | Make sure the guest feels respected and happy | “We hope you enjoy your stay.” |
| 8. Record the complaint | Note it in the system for the hotel | “We write all complaints to improve our service.” |
Extra tips:
- Always be polite and friendly.
- Act quickly to solve problems.
- Follow up is important to prevent negative reviews.
- Be professional at all times.