Handling Guest Complaints and Special Requests

Format

Online Course

Starting date

October 2024

Language

English

Duration

40 - 60 minutes

About the course

Guest complaints refer to the dissatisfaction expressed by hotel guests about various aspects of their stay. These complaints not only respond to isolated incidents but reveal broader issues in the hotel’s operations and services. The main motivation for handling complaints is to improve service quality and increase guest satisfaction. Proper complaint management allows for timely problem resolution, reduces guest frustration, and enhances the hotel’s reputation. Furthermore, resolving complaints strengthens guest loyalty and promotes a positive image of the hotel.

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Contents - Topics

Learning Objectives

Upon successful completion of this course, you will be able to:
  • Identify and understand the main causes of guest complaints in a hotel.
  • Recognize complaints through various communication channels.
  • Familiarize yourself with the best practices and techniques for handling and managing guest complaints.
  • Understand the psychology behind complaints and how it influences complaint management.
  • Apply your knowledge to improve guest service and strengthen the hotel’s reputation.
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This course is addressed to

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  • Hotel managers and employees