Certificate in Guest Complaints

All guest complaints deserve attention. An excited guest complaining loudly at the front desk requires immediate attention as he is affecting property’s business. Guest Relations Executive play an important role to systematically identifies its most frequent guest complaints and handles guest complaints accordingly.
Front office can identify complaints by reviewing a property kept front office log book. Another way to identify complaints involves the evaluation of “Guest Comment Card” or “Guest Feedback Form”. It may be distributed at the front desk, placed conspicuously in the guest room to fill by the guests during the time of their departure, or mailed to guests after their departure. It is very essential for management to identify and address recurring complaints and problems. By examining the type of complaints and the staff members involved in it, front office management may gain insight into common and less common problems.