Welcome to INNsider Tips.

In today’s INNsider Tip, I will talk about Handle Customer Complaints.

.

.

But before I start I would like to announce that we at Keystone HPD have taken our years of experience as hospitality property authorities and have produced the “6 Day Challenge” video series. This video series has many actionable tips & techniques that aspiring and current hotel, resort, inn & bed & breakfast etc. owners and managers can take and use to help improve your property’s bookings and profit.

.

Topics include:

  • What Type of Owner/Manager Are You?

.

  • How to Set Up Your Organizational Structure

.

  • Importance of Great Customer Service

.

  • Marketing Your Property

.

  • Social Media Platforms

.

  • WOWing Your Guests

…plus more

.

The regular price for this information-packed video series is $97 dollars but for a limited time, you can get it for only $7.

.

For more details or to sign up, you can find a link in the show notes.

.

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 owners of independent hospitality property should look at customer complaints as an opportunity.

.

The majority of guests who were not happy with your property did not voice their opinion to the owner or the front desk but instead told their friends, family and colleagues and in more and more cases went online to express their irritation.

.

“The worst complaints are the ones you do not hear.”

.

Yes, some customers do complain, thus offering you a chance to find a solution, but what about all those customers who do not say anything.

.

This is where training should involve employees to look for unhappy customers and give them the opportunity to complain.

.

That is it for today’s INNsider Tip.

.

If you haven’t done so yet, make sure to subscribe so you don’t miss any future tips and make sure to join one of our groups that best serve your needs.

.

You can subscribe at

.

Join the 6 Day Challenge Video Series

For a Limited Time SAVE $90.00

https://keystonehpd.com/6-Day-Challenge

.

.

Sign up for INNsider Tips

https://keystonehpd.com/innsider-tips

.

.

Find your best group option visit

https://keystonehospitalitydevelopment.com/private-groups

 

That’s today’s INNsider tips.

Until next time, have a fun day.