Hospitality Property School

Have you ever had a hotel, resort, inn or bed and breakfast guest standing in front of you complaining and you were not quite sure how to handle it? Let me share with you tips you can use, along with some of the most common customer complaints.With the continued evolution of online hotel, resort, inn and bed & breakfast review sites, social media, forums, and fuming customers on YouTube, a property's level of guest service is increasingly visible to the outside world. For this reason, it is vital that you have a working operation manual with the appropriate policies to handle customer complaints, as well as the properly trained staff who not only welcome guest complaints but actually, encourage them. Unfortunately, many hospitality property employees believe the handling of complaints is an unlikeable task but one that comes with the job. With proper policies in place and training from day one on how to use these policies, employees can change their view of customer complaints. Employees and especially