Education and training program in the hospital APR.pptx
Guest Compliant handling-
1. Handling Guest Complaints
DESINGED BY
Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Hotel and Tourism Management,
MAHARSHI DAYANAND UNIVERSITY, ROHTAK
Haryana- 124001 INDIA Ph. No. 09996000499
email: skihm86@yahoo.com , balhara86@gmail.com
linkedin:- in.linkedin.com/in/ihmsunilkumar
facebook: www.facebook.com/ihmsunilkumar
webpage: chefsunilkumar.tripod.com
2. A problem solved on time will
definitely bring the guest back
Make it easy for the guest to express his concerns
3. There can be 4 types of complaints
Mechanical
Attitudinal
Service related
unusual
14. Remember !......!.....!
Some guest are never satisfied, don’t let them effect you
If problem cannot be solved ,admit it
If the guest is very angry don’t
try to resolve the problem alone
15. DESINGED BY
Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Hotel and Tourism Management,
MAHARSHI DAYANAND UNIVERSITY, ROHTAK
Haryana- 124001 INDIA Ph. No. 09996000499
email: skihm86@yahoo.com , balhara86@gmail.com
linkedin:- in.linkedin.com/in/ihmsunilkumar
facebook: www.facebook.com/ihmsunilkumar
webpage: chefsunilkumar.tripod.com