Table of contents
Prepare a manual in case of trouble
Necessary mental preparedness to cope with calmness
When trouble occurs, initial action is important.
First, listen to the customer’s story calmly.
Then contact the general manager in the inn.
Whether the inn’s mistake is 100% or not, for those who continue to complain, there is a way to make the accommodation fee free. I think this measure is a last resort but necessary.
I think that the way of handling will vary depending on the scale of the inn and the unit price of the accommodation cost.
However, given that bad reviews will last forever, I might think it’s better to make it free than checking out with a strong discomfort.
Even if we can’t recover from customer’s unpleasant feelings, if the staff know the way to prevent malicious review by making accommodations free of charge, they can be mentally calm and don’t panic.
Also, when trouble occurs, if someone speaks with excitement, the other person speaks with excitement, and there is a risk that everyone will become emotional.
How much we can keep calm and respond depends on knowing how to solve even the worst situation.
If the customer is annoying or discomforting other customer
If the customer is annoying or discomforting other customer, we should be prepared for bad reviews.
Customers spend a safe and comfortable stay in the inn and pay money for it.
However, if a customer who has common sense and keeps the public order properly is inconvenienced by an illegal and insane customer, the staff must protect the common sense customer.
Of course, we should n’t fight from the beginning. It is important to respond carefully to any person as a customer.
In case of violation of the law, contact the police. In the case of late-night noise, etc.(not illegal nuisance), if the customer do not stop even if we pay attention, there is no choice but to force the customer to leave.
In this case, if the staff tells the customers that they will be forced to leave, they will be quiet, but there will be no doubt that bad reviews will be written at a later date.
It ’s very sad, but there ’s nothing we can do about it.
□ If a trouble occurs, first ask the person in charge at the inn to respond.
□ Customers should be considered first. However, if one customer ’s behavior makes others uncomfortable, give priority to the customer who follows the rules.
