SMART COMPLAINERS WIN. - Hotel Secrets from Behind the Front Desk
Though most complaints should be delivered to the front desk directly, in person or on the phone, keep in mind that most
issues will not have been caused by the front desk at all. So briefly outline your problem, offer a solution if you have
one, and then ask whom you should speak with to have the problem solved. "Should I speak to a manager about this?"
"Should I speak to housekeeping about this?" Those are wonderful and beautiful questions to ask. Most of the time, the
front desk will be able to solve the problem immediately or at least act as proxy.
Want to make sure that the agent doesn't nod, say "certainly," and not do a damn thing? Get his or her name. Nothing
tightens up an employee's throat like being directly identified. You don't have to threaten him or her either, just a
nice casual "Thanks for your help. I'll stop by later to make sure everything has been taken care of. Tommy, right?"
Whatever you asked me to do I am doing it. (Will screaming get you what you want? Well, probably. But it's not nearly as
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