Want an easy fix to solve guest complaints?
Use the acronym LEARN.
What is LEARN? Something I learnt a long time ago. Pun aside, each word helps us and gives the steps of solving a guest complaint.
L is for listening to the guest’s complaint carefully and attentively.
E stands for empathising. Put yourself in the guest’s shoes.
A is for apologise. Whether you are wrong or not, a sorry may be appropriate in any situation while handling a guest issue.
R is for reacting or responding to the guest issue. solve it and then the final step is N which is to notify the issue and the resolution to your supervisor.
So Learn stands for Listen, Empathise, apologise, respond and notify.
Use these steps to solve the guest complaints in the hotel.
And if you are interested in training your team, do check out our training plans for hotels